Hello, good day. Last Wednesday, I made a deposit of 25,000 through Mercado Pago. I have made other deposits before and never had an issue, but this one never reached my MyStake account and the money was deducted from my Mercado Pago account. I have written several times in the chat and have engaged in conversations with the assigned operator, but they told me that they're analyzing the case without giving a concrete response. I would appreciate it if you could please assist me. Once the money arrives in my MyStake account, I will withdraw it to my Mercado Pago account. I am attaching a screenshot of the transaction. I appreciate your assistance in advance. Regards

Hola buenos días. El miércoles pasado realicé un depósito de 25.000 a través de Mercado Pago. Ya he hecho otros depósitos antes y nunca un problema, pero éste nunca llegó a impactar en mi cuenta de MyStake y el dinero a mi me lo descontaron de Mercado Pago. Escribí varias veces por el chat y mantuve conversaciones con el operador asignado, me dicen que están analizando el caso pero nunca me dan una respuesta concreta. Desearía si por favor me puede ayudar. Apenas impacte el dinero en la cuenta de MyStake la retiro hacia mi cuenta de Mercado Pago. Adjunto captura de pantalla de la transacción. Agradecido de ante mano. Saludos

Dear fdoello,

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

Hello Tomas, good afternoon. Finally, hours after submitting the claim here, the money has been deposited in my account and in turn I have withdrawn it to Mercado Pago. Thank you very much for the help, a hug!

Hola Tomás buenas tardes. Finalmente horas después de presentar el reclamo aquí, se me ha depositado el dinero en la cuenta y a su vez ya lo retiré hacia Mercado Pago. Muchas gracias por la ayuda, un abrazo!

Dear fdoello,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

www.kpvfaw.com