An Argentinian player had made two transfers worth $15,000 each through Mercado Pago to Stake, which were not credited in the app. Despite the player having made several claims and provided proofs of the transfers, no resolution had been presented. We had advised the player to contact his payment provider and to refrain from depositing more funds until the issue was resolved. However, the player did not respond to our follow-up messages and therefore, we were unable to further investigate the issue. Consequently, we had to reject the complaint due to lack of response from the player.
MyStake Casino - Player’s deposit not credited in online casino.
Amount: $30,000 ARS
MyStake Casino
Safety Index:Very highSafety Index
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9.5
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
Public
Public
1 year ago
Translation
Good afternoon, I have made 2 transfers of $15,000 through Mercado Pago to my Stake and they were not credited in the app. I have made several claims through the contact email of mystake and I have not yet received a response. In each email, I sent the corresponding proofs of the transfers. Honestly, I need a refund or credit of the money. The customer service through mystake's contact channels is very poor as no one responds or takes charge of this claim.
Automatic translation:
Public
Complaint Specialist
Public
1 year ago
Dear emmanuelrossi09,
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. They need to investigate but bear in mind that it’s a complicated process that might take approximately one month. 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’ll be credited to your casino account.
I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.
Best regards,
Tomas
Public
Complaint Specialist
Public
1 year ago
Dear emmanuelrossi09,
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.
