MyStake Casino - Spilleren oplever problemer med behandling af indbetalinger.

Good evening. I always play on MyStake. I always deposit through the Mercado Pago platform. When you choose that option, the MyStake website provides you with an alias to send the money to via Mercado Pago. In less than ten minutes, the money appears in my casino account. But the last deposit I made wasn't like that. For this reason, I filed a complaint a week ago, and I've been dealing with this ever since. They're asking me for PDFs of my bank statements. I tell them it's not necessary since I didn't use my bank account; I used Mercado Pago. I sent them a PDF screenshot of the transfer and my Mercado Pago transactions from the last week, and they still insist that it's not the documentation they're asking for. They close the case and say they can't do anything to help me get my money back. I provided them with a screenshot of the transfer and explained the problem. But it seems they think I'm an idiot, asking for documents they don't need. I'm furious. I want my money back, and the casino isn't taking responsibility. Here's a screenshot of the transfer. I hope you can help me; you've done so before. I've included an image of the method used, a screenshot of the transfer, and three screenshots of the transactions from February 20th to the present. I hope this helps.

Buenas noches.. yo siempre juego en mystake.. depósito siempre a través de la plataforma mercado pago . Al elegir esa opción la página mystake te proporciona un alias al cual enviar el dinero por mercado pago , en menos de diez minutos el dinero aparece en mi cuenta de casino.. pero la última carga que realicé no fué así.. por ltal motivo realice reclamos hace una semana que estoy con esto. Me piden PDF de mis movimientos bancarios.. les digo que no es necesario ya que no use la cuenta bancaria.. use mercado pago. Les mando la captura en PDF de la transferencia y de los movimientos de mercado pago en la última semana .. y aún así insisten en que no es la documentación que ellos me piden .. cierran el caso y dicen que no pueden hacer nada para que yo recupere mi dinero . Les proporcione la captura de la transferencia y les dice como fue el problema. Pero parece ser que me toman por idiota pidiéndome documento que no necesitan .. estoy furioso quiero mi dinero y el casino mo se hace responsable . Acá les mando la captura de la transferencia.. ojalá puedan ayudarme ya lo han echo en otras ocasiones. Les dejo imagen del método usado. Imagen de la transferencia. Y 3 imágenes de los movimientos realizados desde el día 20 de febrero hasta la fecha .. espero les sirva

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MyStake Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please share a screenshot of the payment information the casino provided you to use?
• When was the last time you made a successful deposit in the casino?
• Is the deposit recorded in your deposit history in your player's account under a particular status? Would you be able to share a screenshot?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello. I can't share a screenshot of the data provided by MyStake because they keep changing the alias I'm supposed to send money to. I can only show you an example of the wallet I use and how the site provides the payment information. The last successful payment to the balance page was on February 19th. However, I can't provide the transaction details since the site only shows the last 20 days of deposits. I'm sending you a screenshot of the email they sent me requesting documents that are impossible for me to provide since I don't have a bank account; I use a wallet called Mercado Pago. I'm also sending you the payment receipt with the alias and information for my payment on the 20th. It was 40,000 pesos, but it never arrived in my account.

Thank you very much in advance, I'm available for anything.

The casino shows you this, and that's where you enter the amount of money to load.

Then you show up for a year to transfer the money to that alias. The alias is always changing; it's never the same.

It is an illustrative image.

I made this payment on the 20th but it never arrived.

These are the emails I received in response to my complaint. They can't offer a solution; they just ask for documents that are impossible for me to provide since I didn't pay through the bank, I used Mercado Pago wallet.

Hola . No puedo compartir la captura de los datos brindados por mystake porque van cambiando todo el tiempo el alias al que debo mandar el dinero . Solo les puedo mostrar un ejemplo de la billetera que uso y como la página proporciona la información de pago. El último pago a la página de saldo con éxito fué el día 19 de febrero. Pero no puedo proporcionar la información de la transacción ya que la página solo muestra los últimos 20 días de cargas . Le envío captura del mail que me mandan ellos pidiéndome documentos que me son imposibles de pasar ya que no cargo con banco .. cargo con billetera llamada mercado pago .. también les mando el comprobante de pago con el alias he información de mi pago el día 20.. fueron 40 mil pesos pero nunca llegaron a mi cuenta

Desde ya muchas gracias estoy para cualquier cosa .

El casino te muestra esto y ahí se pone la cantidad de dinero a cargar

Después te muestras un años para trasferir el dinero a ese alias . El alias cambia siempre nunca es el mismo.

Es una imagen ilustrativa ..

El día 20 realice esta carga pero nunca llegó .

Esos son los mails que recibí en respuesta a mi queja . No me pueden dar solución solo piden documentos que me son imposibles de entregar ya que no cargue a través del banco si lo realicé con billetera mercado pago

Dear Marce4215,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello Marce4215,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the MyStake Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Are you able to trace the funds? Thank you in advance for providing us with your view of the issue.

Hello,

We require a bank statement in PDF format from that transaction period to the present in order to investigate that problem and assist the user. For us, that screenshot alone is insufficient.

Kind regards

Dear casino representative,

thank you for your response.

Dear Marce4215,

are you able to provide us with a transaction export or a screensharing video, in which you open your mercado pago and show us the transactions? If yes, please send it to martin.l@casino.guru - please note this is the only email I use.

Dear Marce4215,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martin
Casino.Guru