MyStake Casino - Відкликання гравця було неправильно направлено.

I requested a cash withdrawal on Saturday 10th February, choosing a bank transfer to my MercadoPago account as the method. Knowing that it usually takes 72 hours, I did not access the website again. When I checked the withdrawal, I noticed that the transaction had been rejected and another one had been made under the name LITECOIN, which had been approved.

I sent an email, and up until now I have not been informed about which virtual wallet the money has been sent to. Today being the 19th February, I have still not received any response or the money.

He realizo un retiro de efectivo el día Sábado 10/2, el método que elegí fue por transferencia bancaria a mi cuenta de MercadoPago. Sabiendo que por lo general tardan 72 hs. no volví a entrar al sitio web. Cuando voy a corroborar el retiro, noto que el envió estaba rechazado y se había generado otro pero con nombre LITECOIN que si estaba aprobado.

Envié un mail y hasta el día de hoy no me informaron a que billetera virtual se a enviado el dinero. Siendo hoy 19/2 aun no recibí ni una respuesta ni el dinero.

Dear Tiburon1978,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.

Are you suggesting that someone else requested a withdrawal to a Litecoin wallet in your account?

Have you ever made any successful withdrawals from this casino before?

Have you made any deposits via Litecoin?

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

Best regards

Veronika

It is the first time he made a withdrawal at this Casino. So I don't have any other experiences.

I don't know if another person made the withdrawal, which I doubt, or if the system automatically did it. The Real thing is that the withdrawal is made, and accepted in a way that I did not request.

Deposit in Litecoin I have made only one and successfully.

Es la primera vez que realizó un retiro en este Casino. Así que no tengo otras experiencias.

No lo sé si otra persona realizó el retiro , cosa que dudo o el sistema de manera automática lo hizo. Lo Real es que el retiro está hecho, y aceptado de una manera que yo no solicite.

Depósito en Litecoin eh realizado solo uno y de manera exitosa.

Have you been in contact with customer support when you found out that your withdrawal method has been changed? If you have any relevant communication (chat transcripts, emails, screenshots), please send it to me. My email address is veronika.l@casino.guru.

Good evening, I did send a series of emails, only one of which had a response. Then they never responded again. Veronika sent you the screenshots to your email.

Greetings

Buenas noches, si envié una serie de mail, el cual uno solo tuvo respuesta. Luego nunca mas volvieron a responder. Te envió las capturas a tu mail Veronika.

Saludos

You mentioned that you made one deposit via Litecoin. Did the casino verify this payment method? If it was, would it be possible for the winnings to be sent to this verified wallet?

The account is verified, at least that way it appears in the user panel.

La cuenta está verificada, por lo menos de esa forma aparece en el panel de usuario.

Have you checked your Litecoin wallet to see if your winnings were sent there? If this payment method is verified, the casino may have sent your winnings there.

Every day I check and my movements continue without variations. There I send you the screenshot from today..

The two Litecoin moves I have were to deposit money into Mystake on that date.

Todos los días reviso y mis movimientos siguen sin tener variaciones. Ahí te envío la captura de pantalla al día de hoy..

Los dos movimientos de Litecoin que tengo fueron para ingresar dinero en Mystake en esa fecha.

This screenshot shows transactions from 2022 and 2023. Have you not received any money via Litecoin in the recent past?

As clearly seen in the image, I have not made any other movements in that account.

Como se ve claramente en la imagen , no he hecho otros movimientos en la esa cuenta.

Thank you very much, Tiburon1978, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Tiburon1978,

I'm Michal, and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite MyStake Casino to join the conversation.

Dear MyStake Casino,

Can you please provide information on when and where the player's winnings have been sent?

Hello,

We checked that withdrawal transaction in detail and there is information regarding it:

The withdrawal has been transferred on that timeframe - 10-02-2024, payment method Litecoin, transaction details:

Ld7sTcbMpKedjSep2wgwiqZarq7zuJHWYZ

HASH 1795a15b54ef45e7da6917f8bc71b93b75ac175e703538a11f2eca2097e59c92

Kind regards,

Mystake

Good morning...how can I find out which account it went to?

I don't understand those codes much.

I haven't received anything from Ripio's account yet.

Greetings

Buenos días...de que manera se puede saber a qué cuenta fue?

No entiendo mucho esos códigos.

A la cuenta de Ripio no me llegó nada aún..

Saludos

Thank you for the response, MyStake team.

Dear Tiburon1978,

You can check the transaction here

The transaction hash is 1795a15b54ef45e7da6917f8bc71b93b75ac175e703538a11f2eca2097e59c92

As can be seen in the transaction hash it was sent to these LTC addresses:

Ld7sTcbMpKedjSep2wgwiqZarq7zuJHWYZ - AMOUNT 5.01600000 LTC (354.43 USD)

MNBLSz6XWtHMZSHCLo1FNRKtupvPpmJHuV - AMOUNT 0.74261483 LTC (52.47 USD)

My Ripio platform address is

MKfRP3kkn2nKYKoBiEcipoEs8hLj9hoiEW

And there I received nothing, I had also requested the withdrawal from my MercadoPago CVU.

Those withdrawals were made automatically, I did not make them.

Mi dirección de la plataforma Ripio es

MKfRP3kkn2nKYKoBiEcipoEs8hLj9hoiEW

Y ahí no recibí nada, igualmente yo había solicitado el retiro a mi CVU de MercadoPago.

Esos retiros se hicieron de manera automática , yo no los realice.

Dear Tiburon1978,

I assume you still have access to your casino account, can you please either here or to my email michal.k@casino.guru share the transaction history of your MyStake account? Specifically the withdrawals?

I had already sent them. But there's no problem. I'll send them to you again but now to your email. Just in case, I'll also post it here.

As seen in the image, there is the deposit of money in pesos, made through MercadoPago, then my attempt to withdraw also by bank transfer to the MercadoPago account, which appears as rejected.

And on the other around 4 am, a withdrawal for 400,000 pesos in Litecoin that I did not make. Which should be easy to check with the login record, I am never awake at that time, much less playing.

Ya los había enviado. Pero no hay problema. Te los envío nuevamente pero ahora a tu mail. Por las dudas tambien lo cuelgo acá.

Como se ve en la imagen, esta el ingreso de dinero en pesos, Realizado a través de MercadoPago, luego el intento mío de retiro también por transferencia bancaria a la cuenta de MercadoPago, que aparece como rechazada.

Y al otro al rededor de las 4 am, un retiro por 400000 pesos en Litecoin que yo no lo realice. Que debería ser fácil de comprobar con el registro de loguin, yo en ese horario nunca estoy despierto y menos jugando.

Dear MyStake team,

Could you kindly verify the IP address and device used to log in, along with the respective timestamps, during the period when the Litecoin withdrawal was initiated on the player's account?

Please post the evidence either here (I will set it as private) or forward it to my email michal.k@casino.guru

Thank you

I was searching within Mystake, where to find that information but I couldn't find it. I sense that the technical area of the page should be able to obtain that information. I don't know what else to do...my money went somewhere but to none of my accounts.

Estuve buscando dentro de Mystake, donde encontrar esa información pero no la encontré. Intuyo que el área técnica de la pagina deberían poder obtener esa información. Ya no se que mas hacer...mi dinero se fue a algún lado pero a ninguna de mis cuentas.

Hello Michal,

We have sent you additional docs via email, please check your inbox.

Kind regards,

Mystake team

Thank you for your email and the provided evidence MyStake team.

Dear Tiburon1978,

Upon examining your account login history, it appears that a VPN was utilized. This is evident as your account was accessed from IP addresses originating from various countries worldwide, not limited to Argentina. The access occurred from a device matching the same cookie, operating system, and browser between 08.02.2024 and 21.03.2024, including the date (10.02.2024) when the withdrawal was processed to the crypto wallet. The individual responsible for initiating the withdrawal from your account is presumed to be the one who accessed it. Given that only you should have legitimate access to your account, it is understandable that the casino may have assumed this activity to be conducted by you.

Unfortunately, it is practically impossible for us to determine the identity of this individual if it really was not you. Furthermore, due to the inherent nature of cryptocurrency and its operations, there is no viable method for tracing or recovering the funds.

I understand that this response may not be what you had hoped for. However, due to the aforementioned reasons, I regret to inform you that our ability to provide any further assistance is extremely limited, as we have absolutely no control over crypto transactions. Please let me know if there is anything else I can do to assist you with, but I'm afraid I won't be much of a further help in this case.

In other words, the system is vulnerable to unwanted entries and withdrawals. And the casino cannot take care of a few 400,000 pesos, which for me represents a lot but the company is insignificant.

I appreciate your willingness to try to solve the problem.

It must have been a bad experience on this platform, which logically I will no longer use for reasons that do not generate trust in me.

I was hoping it would be resolved.

Greetings

Osea que el sistema es vulnerable a ingresos no deseados y retiros de dinero. Y no puede el casino hacerce cargo de unos pocos 400000 pesos que para mí representa un monton pero la empresa es insignificante.

Agradezco tu predisposición para tratar de resolver el problema.

Habrá sido una experiencia mala en esta plataforma, la cual lógicamente ya no utilizaré por cuestiones que no me genera confianza.

Tenía esperanzas de que se resuelva.

Saludos

Dear Tiburon1978,

I'm not sure you have fully understood my previous post, so I will try to provide more clarification on this.

You have clearly used VPN software, and you have logged in to your account with your username and password from various IPs in the past. Your account was normally logged in using your username and password when the Litecoin transaction was initiated. That's why the casino team has all reason to believe that this was initiated by you, as only you should have legitimate access to your account.

If you had accessed your account only via your own house Argentinian IP, the usage of a foreign IP could have become suspicious to the casino system, but as I mentioned previously, you have accessed your account from IP addresses originating from various countries worldwide in the past, thus the casino system has not detected any suspicious access.

Please understand that once your username and password are inserted for login, it is practically impossible to determine if it really was you or not. That's why it is crucial to set a strong password and don't share your login details with anybody else.

With all this being said, due to the inherent nature of cryptocurrency and its operations, there is no viable method for tracing or recovering the funds. Our ability to provide any further assistance is extremely limited, as we have absolutely no control over crypto transactions. Please let me know if there is anything else I can do to assist you.

Dear Tiburon1978,

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.

Good morning... unfortunately from what you say... there is nothing else to do.

I understand what you are telling me and in a certain way it is correct, but ultimately the money is not in any of my accounts, whether due to a Mystake error or whatever.

I do not use VPN, the public IP I have are the ones assigned to me by my Internet provider.

Buenos días... lamentablemente por lo que ustedes dicen..no hay nada más que hacer.

Entiendo lo que ustedes me plantean y en cierta manera es correcto, pero en definitiva el dinero no está en ninguna de mis cuentas, y sea por un error de Mystake o lo que fuera.

No utilizo VPN, la IP pública que tengo son las que me asigna mi proveedor de Internet.

Dear Tiburon1978,

I acknowledge that the resolution of your complaint may not have met your expectations. However, as previously mentioned, we have received evidence indicating that either you or someone using your login credentials and password accessed your casino account through a VPN program. This is evident from the diverse IP addresses originating from various countries across the globe.

It's important to understand that once the correct username and password are entered for login, any actions initiated from the account are presumed to be authorized by you. It is the player's responsibility to maintain the confidentiality of their login details and to establish a secure password.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint as there is no evidence indicating any wrongdoing on the part of the casino.

Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

Best regards,

Michal

Casino Guru