I deposited more than 7 days ago and they didn't credit the money to the casino. I presented the screenshots of the receipt and the conversation with Mercadopago, who told me that the transfer was made correctly. At Mystake Casino, the only thing they told me was that they don't know where the funds are.

Dear juan12ramoss,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider, which you've already done. They need to investigate, but bear in mind that it’s a manual process that might take up to a month to resolve. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.

If the money got lost during the transaction, it will take some time before it’s credited to your casino account.

• Have you asked the casino for assistance? Could you please share your communication with their support?
• Could you please share a screenshot of the transaction as it appears in your deposit history found in your player's profile?

Thank you very much for your reply and understanding.

Best regards,

Tomas

I already sent it by email and to support and the only thing they tell me is to wait 3 more days and so on, but I deposited correctly, I copied and pasted the corresponding data that appeared in the casino deposit and the transfer went well. It has the same data that appeared in the casino. This is the first time this has happened to me. I had previously deposited there and everything was going well.

I deposited on 05/31 and it doesn't appear that I was charged anything.

I contacted support and they told me they would notify me by email and they didn't tell me anything else I had to wait for.

Dear juan12ramoss,

Could you please share with me your communication with casino support regarding the issue, including the responses you received from the casino?

Could you please share with me the payment confirmation of the previous successful payment to the casino and a corresponding record in the casino's deposit history, similar to your current example?

Send emails or chat transcripts to my email at [email protected], or post screenshots here

Looking forward to your reply.

They asked me for the bank statement from the last few days, I sent it to them and I'm still waiting for my case to be clarified, the money hasn't appeared yet.

Thanks for your reply.

Do I understand correctly that the casino launched an investigation regarding the missing deposit?

Please let me know about the result.

Dear juan12ramoss,

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,
Tomas
www.kpvfaw.com