MyStake Casino - Виведення гравцем криптовалюти було відкладено.

On July 27th, I made a withdrawal from my Mystake account using Ripple's XRP cryptocurrency for the sum of $873.11, which equates to 1,219.744161 XRP. Upon noticing that I hadn't received the money in my Binance account, I contacted Binance, who requested the transaction TxID from Mystake. Mystake provided the TxID via email on August 1st, after which I reached out to Binance's technical support concerning an address update. In accordance with Binance's protocol, they returned the transfer to Mystake's cryptocurrency account on August 2nd and provided the TxID for the return.

Since August 2nd, I have informed Mystake via email of my situation, indicating that Binance has returned the funds that were initially transferred on July 28th. I have provided the return TxID and requested that my funds be credited either to my Mystake user account or to the current Binance address, given that Binance has updated their address and memo for XRP Ripple.

I have sent several emails, which I will attach, and have contacted customer service. They keep telling me two things: that an investigation is underway or they refer back to the transfer made on July 28th. I understand the transfer was made, but I continually clarify that Binance has already returned these funds.

El 27 de julio realice retiro de fondos de mi cuenta de mystake, mediante criptomoneda XRP de Ripple por la suma de $873.11 o bien 1,219.744161 XRP de Ripple, al notar que no recibia el dinero en mi cuenta de Binance, me comunique con Binance y me pidieron le solicitara a Mystake el TxID de la transaccion, Mystake mediante correo electronico me proporciono el TxID de la transaccion el 1 de agosto y con ello solicite apoyo a soporte tecnico de Binance, por actualizacion de direccion y de acuerdo al protocolo que utiliza Binance, ellos devolvieron la transferencia a la cuenta criptografica de Mystake el 2 de agosto y binance me proporciono el TxID de la devolucion.

Desde esa fecha del 2 de agosto, les informe a Mystake mediante correo electronico explicando mi situacion y que binance les ha devuelto los fondos que ellos ya habian realizado el 28 de julio, les he proporcionando el TxID de la devolucion y solicitado ademas que me acrediten mis fondos a mi usuario de Mystake o bien a la actual direccion de Binance ya que Binance realizo actualizacion de nueva direccion y memo para XRP Ripple.

Les he mandado varios correos los cuales adjuntare y me he comunicado con servicio al cliente y me dicen siempre dos cosas, que esta en proceso de investigacion o se remontan al 28 de julio cuando hiiceron la transferencia del cual estoy claro que la hicieron y tambien ahi les aclaro que Binance ya les devolvio esos fondos.

Dear joelred86,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if you withdrew any winnings from this casino, using the same payment method, in the past? Was the money returned already back to the casino, can you see it in your active balance?

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Good morning, I inform you that yes, I have always made the withdrawals through XRP Ripple, without any inconvenience, the only thing that happened this time is that Binance made a security update and technical changes in the cryptocurrency infrastructure, they updated my Memo that is required for the withdrawal, they were no longer the same digits and for that reason binance validated and made the return in the same way to Mystake according to the binance protocol, Mystake provided the proof of the return that Binance made to them, This was done with the purpose of being credited and able to make the withdrawal again.

What I have asked Mystake is to credit the funds to my user or I have provided them with the updated information of the address and memo that is required to credit the funds to my Binance account.

I inform you that Mystake has not made the refund and I do not have it accredited in my profile or user either.

Muy buenos dias, le informo que si, siempre he realizado los retiros a traves de XRP Ripple, sin ningun inconveniente, lo unico que paso esta vez es que Binance realizo actualizacion de seguridad y cambios tecnicos en la infraestructura de la criptomoneda, actualizaron mi Memo que se requiere para el retiro, ya no eran los mismos digitos y por esa razon binance valido y realizo de acuerdo al protocolo de binance la devolucion de la misma forma a Mystake, a Mystake le brinde el comprobante de la devolucion que Binance les realizo, esto se realizo con la finalidad de que me lo acrediten y pueda nuevamente realizar el retiro.

Lo que he pedido a Mystake es que me acrediten los fondos a mi usuario o bien les he brindado los datos actualizados de la direccion y memo que se requiere para que me acrediente los fondos en mi cuenta de Binance.

Le informo que Mystake no me ha realizado la devolucion y tampoco lo tengo acreditado en mi perfil o usuario.

Good evening, I am worried as the days go by and I do not see the funds reflected in my profile or in the current address that Binance made for the XRP Ripple cryptocurrency, I want to provide more explanatory inputs, which contain:

1.- Comparison of the previous address versus the current one that I use to make withdrawals, where the reason why binance made the return to Mystake is observed

2.- Image of withdrawals that I have made without any inconvenience on the Mystake platform from August 05 to August 12

3.- Notification from Binance that they will update the address for deposits in the XRP Ripple cryptocurrency

4.- TxID image of the transfer that Binance made to Mystake on August 2

I upload the images since it does not allow me to attach a PDF file

Muy buenas noches, me encuentro preocupado ya que pasan los dias y no veo reflejado los fondos en mi perfil o bien en la actual direccion que Binance realizo para criptomoneda XRP Ripple, quiero proporcionar mas insumos explicativos, los cuales contienen:

1.- Comparativo de la direccion anterior versus la actual que utilizo para realizar retiros, donde se observa la razon por el cual binance realizo la devolucion a Mystake

2.- Imagen de retiros que he realizado sin ningun inconveniente en la plataforma de Mystake del 05 de agosto al 12 de agosto

3.- Notificacion de Binance que realizaran actualizacion de direccion para depositos en la criptomoneda XRP Ripple

4.- Imagen TxID de la transferencia que Binance realizo a Mystake el dia 2 de agosto

Subo las imagenes ya que no me permite adjuntar archivo en PDF

Good morning, I want to present another event that happened to me yesterday, which I consider a real abuse, and I don't really know what is happening.

Very good days,

On Saturday I requested a Cash Back from the Mystake platform, since I had been losing US$350.00, they granted me 10%, which is equivalent to $35.00, the rules are that I must bet 45 times that amount and a maximum of 5 times I can withdraw the sum of US$ 35.00, that is, maximum US$ 175.00

Yesterday I did not realize that I had exceeded the 45 times that I must bet the US$35.00 that they gave me as a bonus that is equivalent to US$175.00 (5*US$35.00), however of the $402.00 that was at that moment my withdrawal was for less, I made a withdrawal of US$ 168.50, which was a withdrawal that I made even under 175 dollars.

After reading your email, I entered the Mystake website and observed that there were only US$ 175.00, that is, they had already removed the surpluses of more than $200

Okay, with my US$ 175.00 that is mine, I decided to continue playing all day yesterday, August 13, 2023, I accumulated a little more profit and after a while I withdrew the US$ 175.00 and I had a balance left to continue playing, with that Balance I kept playing until reaching the figure of US$ 588.00, and at the end of the day, I decided to withdraw only US$ 455.00 and the remaining US$ 133.00 decided to leave it to continue playing at another time.

My big surprise this morning is that my earned funds have been taken from me in their entirety, without any kind of explanation and I feel that they have committed an abuse since an administrative withdrawal of US$ 588.00 appears not authorized by me, that is, apart from reject my withdrawal they deposited it and they withdrew all the funds that are mine and that I earned.

I demand that you credit me with my funds to make their withdrawal, my username is joelred86

It doesn't allow me to attach files so I attach images

Muy buenos dias, quiero exponer otro suceso que me paso el dia de ayer, el cual considero un verdadero abuso, y no se realmente que esta pasando.

Muy buenos dias,

El dia sabado solicite un Cash Back a la plataforma de Mystake, en virtud que llevaba perdiendo US$ 350.00, llos me concedieron el 10% que equivale a $ 35.00, las reglas es que debo apostar 45 veces dicha cantidad y maximo puedo retirar 5 veces la suma de US$ 35.00, es decir maximo US$ 175.00

El dia de ayer no me percate que habia superado las 45 veces que debo apostar los US$ 35.00 que me otorgaron de bono que equivale a US$ 175.00 (5*US$35.00), sin embargo de los $ 402.00 que estaban en ese momento mi retiro fue por menos, hice un retiro de US$ 168.50, lo cual fue un retiro que yo realice incluso por debajo de los 175 dolares.

Despues de leer su correo entre a la pagina web de Mystake y observe que ya unicamente estaban los US$ 175.00, es decir que ya habian quitado los excedentes de mas de $ 200

Esta bien, con mis US$ 175.00 que son mios, decidi continuar jugando todo el dia de ayer 13 de agosto del 2023, acumule un poco mas de ganancias y al rato retire los US$ 175.00 y me quedaba saldo para seguir jugando, con ese saldo segui jugando hasta lograr llegar a la cifra de US$ 588.00, ya al finalizar el dia, decido retirar unicamente US$ 455.00 y el restante de US$ 133.00 decido dejarlo para continuar jugando en otro momento.

Mi gran sorpresa esta mañana es que mis fondos ganados me los han quitado en su totalidad, sin ningun tipo de explicacion y siento que han cometido un abuso ya que aparece un retiro administrativo de US$ 588.00 no autorizado por mi persona, es decir aparte de rechazar mi retiro lo depositaron y me retiraron todos los fondos que son mios y que me gane.

Exijo me acrediten mis fondos para realizar el retiro de los mismos, mi usuario es joelred86

No me permite adjuntar archivos por lo que adjunto imagenes

1)

If your funds are stuck with the payment provider, I'm afraid we won't be able to help you by contacting the casino.

2)

Have you been advised why your entire winnings from the cashback bonus were voided? Have you redeemed any cashback bonus from this casino in the past?

Good afternoon,

I would like to inform you that Binance has returned the funds to Mystake since August 2, I have sent you all the proofs that Binance has provided me, I have asked Mystake to please review the support that Binance has given me (see attached images) such as the TxID of the return, the proof of the return to Mystake by Blockchain, the email where binance has confirmed that I have made the return to Mystake and Mystake has not stopped to see those documents, which are attached below.

With the issue of the Refund bonus, they notified me when I made the first withdrawal for $168.50 of $175.00 that I could withdraw, when I made that first withdrawal there was approximately $227.00 left in the profile and in this first instance they did notify me that they had credited me again the $175.00 and the excess undue withdrawal was taken from me.

After that, I made it clear, what I did after reading the email and verifying that there was only $175.00 left, which is already mine, which is what I earned and that they had already withdrawn the excess earnings, was to make the decision to continue Playing to try to recover and fortunately that day I accumulated $588.00, I decided to withdraw a part of $455.00 and I left the difference to continue trying to recover.

I send images since the platform does not allow me to attach files

If you provide me with an email where I can send the files privately, I will appreciate it, the platform does not allow me to attach files

Muy buenas tardes,

Me permito informar que Binance ha regresado los fondos a Mystake desde el 2 de agosto, les he mandado todos los comprobantes que Binance me ha proporcionado, a Mystake le he pedido que por favor revisen el respaldo que me ha entregado Binance (ver imagenes adjuntas) como ser el TxID de la devolucion, El comprobante de la devolucion a Mystake por Blockchain, el correo donde binance me ha confirmado haber realizado la devolucion a Mystake y Mystake no se ha detenido a ver esos documentos, mismos que a continuacion adjunto.

Con el tema del bono de Reembolso, me notificaron cuando realice el primer retiro por $ 168.50 de $ 175.00 que podria retirar, cuando hice ese primer retire quedaban en el perfil $ 227.00 aproximadamente y en esta primera instancia si me notificaron que me habian acreditado nuevamente los $175.00 y el exceso de retiro indebido me lo quitaron.

Despues de eso, yo quede claro, lo que hice despues de leer el correo y verificar que ya solo quedaban los $ 175.00 que ya son mios que son los que gane y que ya habian retirado los excesos de ganancia, fue tomar la decision de seguir jugando para tratar de recuperarme y afortunadamente ese dia acumule $ 588.00, decidi retirar una parte $ 455.00 y la diferencia la deje para seguir tratando de recuperarme.

Mando imagenes ya que no me permite la plataforma adjuntar archivos

, si me brindan un correo donde mandar los archivos en privado se los agradecere, la plataforma no me permite adjuntar archivos

Do I understand correctly that the extensive winnings accumulated from your cashback bonus were voided due to the maximum cashout rule?

Very good days,

Indeed, there was a first transaction in which I exceeded the maximum ceiling allowed to earn, since I could only earn up to US$ 175.00, however in that first transaction I withdrew $168.50, in this first transaction the excess earnings that were More than US$ 220.00, they canceled my withdrawal of $168.50 and only credited me $175.00, which is what I earned.

With the money I won, which was returned to my account, I decided to continue playing, but I continued playing after Mystake removed all the excess earnings that they removed from my profile and I only continued playing with the $175.00 that was reflected as available, I kept playing since they didn't allow me to withdraw the $168.50.

By continuing to play, I managed to accumulate $588.00 of those winnings, I decided to withdraw US$455.00 and decided to leave US$133.00, my surprise was after Mystake made an administrative withdrawal for all that I had accumulated in profit, they did it without notifying me and I have read the rules and at no time does it establish that they can take unlimited withdrawals from what I have already complied with.

In a few words, they took my funds twice, one in which it is correct that it was in the first transaction but the second time it is totally incorrect since it was the product of money that is already mine and they did not have to eliminate my withdrawals and worse still appropriate from them

Muy buenos dias,

Efectivamente, hubo una primera transaccion en la cual sobrepase el techo maximo permitido para ganar, ya que solo podia ganar hasta US$ 175.00, sin embargo en esa primera transaccion yo retire $ 168.50, en esta primera transacciono me retiraron los excesos de ganancia que eran mas de US$ 220.00, me cancelaron el retiro de $ 168.50 y me acreditaron unicamente los $ 175.00 que es lo que gane.

Ya con el dinero que gane el cual me devolvieron a mi cuenta, decidi continuar jugando, pero continue jugando despues que Mystake elimino todos los excesos de ganancia que eliminaron de mi perfil y unicamente segui jugando con los $ 175.00 que se miraban reflejados como disponible, segui jugando ya que no me permitieron retirar los $ 168.50.

Al continuar jugando logre acumular $ 588.00 de esas ganancias decidi retirar US$ 455.00 y decidi dejar US$ 133.00, mi sorpresa fue despues que Mystake me realizo un retiro administrativo por todo lo que habia acumulado en ganancia, lo hicieron sin haberme notificado y he leido las reglas y en ningun momento establece que pueden quitarme retiros de forma ilimitada de lo que ya he cumplido.

En pocas palabras dos veces me quitaron mis fondos, una en la cual es correcta que fue en primera transaccion pero ya la segunda ocasion es totalmente incorrecto ya que fue producto de dinero que ya es mio y no tenian porque eliminar mis retiros y peor aun apropiarse de ellos

The other thing I want to mention is that to date Mystake has not credited me with the funds that Binance has returned to them since August 2, as recorded in TxID 21675296CF8B526C4BFF30FFC27AF322F0C8F454ADDB4673120E554775EDD6D3

I have asked you to take a moment to review the return of the funds that Binance made to you on August 2, I have sent you the notification email that Binance sent me with the data of the return made to Mystake, same as below attach

There are so many emails in which I have mentioned Mystake, they credit me with my funds to reprocess the withdrawal and they always tell me that they made the payment on July 28 and they do not understand that it was already returned to them.

Lo otro que quiero mencionar es que a la fecha Mystake no me ha acreditado los fondos que Binance les ha devuelto desde el 2 de agosto, segun consta en TxID 21675296CF8B526C4BFF30FFC27AF322F0C8F454ADDB4673120E554775EDD6D3

Yo les he pedido que se tomen un momento en revisar la devolucion de los fondos que Binance les realizo el 2 de agosto, les he mandado el correo de notificacion que Binance me remitio con los datos de la devolucion realizada a Mystake, mismos que a continuacion adjunto

Son tantos correos en los que les he mencionado a Mystake, me acrediten mis fondos para volver a procesar el retiro y siempre me dicen que ellos realizaron el pago el 28 de julio y no comprenden que el mismo ya les fue devuelto.

Thank you very much, joelred86, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.  

Hi  joelred86,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite MyStake Casino to the conversation to participate in the resolution of this complaint.

Hello,

We checked and confirmed that the withdrawal has been paid from our end. As specified by the player, transferred funds have been returned to the Mystake account. It is impossible that if no request is made, nothing will be returned. In addition, once we transfer the funds to the user's account, we are no longer responsible for what occurs. However, cancellation and retuning do not exist when we talk about crypto. 

Kind regards

Thank you MyStake Casino team for your response. Could you please explain the following part about canceling the winnings?

"By continuing to play, I managed to accumulate $588.00 of those winnings, I decided to withdraw US$455.00 and decided to leave US$133.00, my surprise was after Mystake made an administrative withdrawal for all that I had accumulated in profit, they did it without notifying me and I have read the rules and at no time does it establish that they can take unlimited withdrawals from what I have already complied with.

In a few words, they took my funds twice, one in which it is correct that it was in the first transaction but the second time it is totally incorrect since it was the product of money that is already mine and they did not have to eliminate my withdrawals and worse still appropriate from them"

Specifically, Binance transferred the sum of 1219 profile.

There are clearly the supports for the transfer made by Binance to Mystake, it is so simple that they verify the receipts of the return of the funds, please read the background of the complaint so that you can understand the reasons why Binance carried out a transaction to return the funds to Mystake and why I am requesting that they be credited to me again. What I did on Binance according to the receipts was a transaction in favor of Mystake in order to be credited to my profile and repeat the withdrawal process.

Puntualmente, Binance les transfirio A Mystake el 2 de agosto, segun consta en TxID 21675296CF8B526C4BFF30FFC27AF322F0C8F454ADDB4673120E554775EDD6D3 la suma de 1219 XRP, esa transferencia la recibio Mystake de parte de Binance para que finalmente Mystake lo acreditara en mi perfil.

Ahi estan claramente los soportes de la transferencia realizada por Binance a Mystake, es tan simple que verifiquen los comprobantes del retorno de los fondos, por favor lean el antecedente de la queja para que puedan comprender las razones del porque Binance realizo transaccion en devolver los fondos a Mystake y el porque estoy solicitando me los puedan volver acreditar. Binance lo que hice de acuerdo a los comprobantes fue una transaccion a favor de Mystake con la finalidad de acreditarse a mi perfil y repetir el proceso de retiro.

Hello @joelred86,

As previously stated, Binance does not return transactions. If the address is invalid (does not exist), the transaction will fail and an error message will be displayed. 

Kind regards,

Mystake

Hi joelred86,

The situation got a bit confusing. Now I'm not sure which funds are missing. If I understand correctly, max cashout was applied to your winnings from cashback and then it was applied again, correct? How about the refund of the lost transaction? Is it still lost or was the money refunded to your casino account?

Very good days,

Once again, I would like to state that I have made two complaints that are different.

1.- It is due to a transfer that Binance made to Mystake that due to an error in the MEMO number of my Binance address, the Binance team verified that there was an error in my memo number and after the dispute process, Binance made the transfer to Mystake as stated in TxID No. 21675296CF8B526C4BFF30FFC27AF322F0C8F454ADDB4673120E554775EDD6D3.

Mystake has not taken the time and has not wanted to review the transaction where Binance already returned the money. Attached to this message is a communication that I had with Binance today where they explain and verify the transfer that they returned to Mystake through another transaction in favor of Mystake.

Please read the messages preceding this one.

2.- The second complaint is for having requested a Cash Back from the Mystake platform, since I had been losing US$350.00, they granted me 10% which is equivalent to $35.00, the rules are that I must bet 45 times said amount and maximum I can withdraw 5 times the sum of US$ 35.00, that is, maximum US$ 175.00

I didn't realize that I had exceeded the 45 times that I had to bet the US$35.00 that they gave me as a bonus which is equivalent to US$175.00 (5*US$35.00), however of the $402.00 that was at that time my withdrawal was for less , I made a withdrawal of US$ 168.50, which was a withdrawal that I made even below 175 dollars.

After reading Mystake's email, I went to the Mystake website and noticed that there were only US$ 175.00, that is, they had already removed the surpluses of more than $ 200

Okay, with my US$ 175.00 that are mine, I decided to continue playing all day, Sunday, August 13, 2023, I accumulated a little more winnings and after a while I withdrew the US$ 175.00 and I had a balance left to continue playing, with that balance I continued playing until I reached the figure of US$ 588.00, and at the end of the day, I decided to withdraw only US$ 455.00 and I decided to leave the remaining US$ 133.00 to continue playing at another time.

My big surprise this morning is that my earned funds have been taken away from me in their entirety, without any type of explanation and I feel that they have committed an abuse since an administrative withdrawal of US$ 588.00 appears that was not authorized by me, that is, apart from They rejected my withdrawal, they deposited it and they withdrew all the funds that are mine and that I earned.

In short, they took my funds twice, one in which it is correct that it was the first transaction but the second time it is totally incorrect since it was the product of money that is already mine and they had no reason to eliminate my withdrawals and worse still appropriate from them

I demand that my funds be credited to make their withdrawal, my username is joelred86

Muy buenos dias,

Nuevamente me permito exponer, he realizado dos quejas que son diferentes

1.- Es por transferencia que Binance le realizo a Mystake que por error en el numero de MEMO de mi direccion de Binance, el equipo de Binance verifico que habia un error en mi numero de memo y luego del proceso de disputa, Binance realizo transferencia a Mystake segun consta en TxID No. 21675296CF8B526C4BFF30FFC27AF322F0C8F454ADDB4673120E554775EDD6D3.

Mystake no se ha tomado el tiempo y no ha querido revisar la transaccion donde Binance ya les devolvio el dinero, adjunto a este mensaje una comunicacion que precisamente hoy tuve con Binance donde explican y comprueban la transferencia que devolvieron a Mystake mediante otra transaccion a favor de Mystake.

Por favor leer mensajes que antecede a este.

2.- La segunda queja es por haber solicitado un Cash Back a la plataforma de Mystake, en virtud que llevaba perdiendo US$ 350.00, ellos me concedieron el 10% que equivale a $ 35.00, las reglas es que debo apostar 45 veces dicha cantidad y maximo puedo retirar 5 veces la suma de US$ 35.00, es decir maximo US$ 175.00

No me percate que habia superado las 45 veces que debo apostar los US$ 35.00 que me otorgaron de bono que equivale a US$ 175.00 (5*US$35.00), sin embargo de los $ 402.00 que estaban en ese momento mi retiro fue por menos, hice un retiro de US$ 168.50, lo cual fue un retiro que yo realice incluso por debajo de los 175 dolares.

Despues de leer correo de Mystake entre a la pagina web de Mystake y observe que ya unicamente estaban los US$ 175.00, es decir que ya habian quitado los excedentes de mas de $ 200

Esta bien, con mis US$ 175.00 que son mios, decidi continuar jugando todo el dia domingo 13 de agosto del 2023, acumule un poco mas de ganancias y al rato retire los US$ 175.00 y me quedaba saldo para seguir jugando, con ese saldo segui jugando hasta lograr llegar a la cifra de US$ 588.00, ya al finalizar el dia, decido retirar unicamente US$ 455.00 y el restante de US$ 133.00 decido dejarlo para continuar jugando en otro momento.

Mi gran sorpresa esta mañana es que mis fondos ganados me los han quitado en su totalidad, sin ningun tipo de explicacion y siento que han cometido un abuso ya que aparece un retiro administrativo de US$ 588.00 no autorizado por mi persona, es decir aparte de rechazar mi retiro lo depositaron y me retiraron todos los fondos que son mios y que me gane.

En pocas palabras dos veces me quitaron mis fondos, una en la cual es correcta que fue en primera transaccion pero ya la segunda ocasion es totalmente incorrecto ya que fue producto de dinero que ya es mio y no tenian porque eliminar mis retiros y peor aun apropiarse de ellos

Exijo me acrediten mis fondos para realizar el retiro de los mismos, mi usuario es joelred86

Thank you joelred86 for clarification.

Dear MyStake Casino team,

Could you please address both problems?

Hello,

We already contacted the provider and waiting for the answer.

We will inform you as soon as possible.

Kind regards,

Mystake

Please ask Your wallet support for the TXID of the funds that were sent back for us to check. We need the TXID in plain text format.

Hello @joelred86,

Please provide the correct memo and tag for your XRP wallet. 

Kind regards

Thank you for the information.

We have already contacted the provider and got this message:

"We will go ahead and recover the funds.

Please know that the turnaround time might take 48 - 72 hours".

Thus, please wait and your money will be credited back soon.

Kind regards,

Mystake

Hi all,

Thank you for your replies.

Dear joelred86,

Please let me know when you receive your funds.

Hello once again,

We got the following message from the provider:

This has been recovered!

https://livenet.xrpl.org/transactions/EF605F6579CFBEB105AB6A637E4BA088D382FE4DDA1B103A334062CC7867DF68

Please check the attached info.

Kind regards,

Mystake

Very good days,

I confirm having received the sum of $579.18, only the full amount of the funds from my second complaint is pending, which I detail again below:

Complaint No. 2:

2.- The second complaint is for having requested a Cash Back from the Mystake platform, since I had been losing US$350.00, they granted me 10% which is equivalent to $35.00, the rules are that I must bet 45 times said amount and maximum I can withdraw 5 times the sum of US$ 35.00, that is, maximum US$ 175.00

I didn't realize that I had exceeded the 45 times that I had to bet the US$35.00 that they gave me as a bonus which is equivalent to US$175.00 (5*US$35.00), however of the $402.00 that was at that time my withdrawal was for less , I made a withdrawal of US$ 168.50, which was a withdrawal that I made even below 175 dollars.

After reading Mystake's email, I went to the Mystake website and noticed that there were only US$ 175.00, that is, they had already removed the surpluses of more than $ 200

Okay, with my US$ 175.00 that are mine, I decided to continue playing all day, Sunday, August 13, 2023, I accumulated a little more winnings and after a while I withdrew the US$ 175.00 and I had a balance left to continue playing, with that balance I continued playing until I reached the figure of US$ 588.00, and at the end of the day, I decided to withdraw only US$ 455.00 and I decided to leave the remaining US$ 133.00 to continue playing at another time.

My big surprise this morning is that my earned funds have been taken from me in their entirety, without any type of explanation and I feel that they have committed an abuse since an administrative withdrawal of US$ 588.00 appears that was not authorized by me, that is, apart from They rejected my withdrawal, they deposited it and they withdrew all the funds that are mine and that I earned.

In short, they took my funds twice, one in which it is correct that it was the first transaction but the second time it is totally incorrect since it was the product of money that is already mine and they had no reason to eliminate my withdrawals and worse still appropriate from them

Muy buenos dias,

Confirmo de haber recibido la suma de $ 579.18, unicamente esta pendiente el integro de los fondos de mi segunda queja, misma que a continuacion nuevamente detallo:

Queja No. 2:

2.- La segunda queja es por haber solicitado un Cash Back a la plataforma de Mystake, en virtud que llevaba perdiendo US$ 350.00, ellos me concedieron el 10% que equivale a $ 35.00, las reglas es que debo apostar 45 veces dicha cantidad y maximo puedo retirar 5 veces la suma de US$ 35.00, es decir maximo US$ 175.00

No me percate que habia superado las 45 veces que debo apostar los US$ 35.00 que me otorgaron de bono que equivale a US$ 175.00 (5*US$35.00), sin embargo de los $ 402.00 que estaban en ese momento mi retiro fue por menos, hice un retiro de US$ 168.50, lo cual fue un retiro que yo realice incluso por debajo de los 175 dolares.

Despues de leer correo de Mystake entre a la pagina web de Mystake y observe que ya unicamente estaban los US$ 175.00, es decir que ya habian quitado los excedentes de mas de $ 200

Esta bien, con mis US$ 175.00 que son mios, decidi continuar jugando todo el dia domingo 13 de agosto del 2023, acumule un poco mas de ganancias y al rato retire los US$ 175.00 y me quedaba saldo para seguir jugando, con ese saldo segui jugando hasta lograr llegar a la cifra de US$ 588.00, ya al finalizar el dia, decido retirar unicamente US$ 455.00 y el restante de US$ 133.00 decido dejarlo para continuar jugando en otro momento.

Mi gran sorpresa esta mañana es que mis fondos ganados me los han quitado en su totalidad, sin ningun tipo de explicacion y siento que han cometido un abuso ya que aparece un retiro administrativo de US$ 588.00 no autorizado por mi persona, es decir aparte de rechazar mi retiro lo depositaron y me retiraron todos los fondos que son mios y que me gane.

En pocas palabras dos veces me quitaron mis fondos, una en la cual es correcta que fue en primera transaccion pero ya la segunda ocasion es totalmente incorrecto ya que fue producto de dinero que ya es mio y no tenian porque eliminar mis retiros y peor aun apropiarse de ellos

Hi all,

Thank you for the update.

Dear MyStake Casino team,

Could you please address the second issue described above?

Hello,

The user was able to withdraw the funds according to our rules, an exceeded amount has been deducted:

The one received 35 USD as a cashback so he was able to withdraw max 175 USD which he had already done. The rest amount had been removed.

Kind regards,

Mystake

Dear MyStake Casino team,

We understand that the max cashout/withdrawal of the bonus was $175. What we don't understand is why the winnings were capped twice. As soon as the bonus was wagered and the funds were displayed as real money, the bonus conditions shouldn't have applied anymore correct? How many times can the max cashout/withdrawal be applied to one bonus? Will the real money balance at any point become actual real money?

Hello Peter,

I will send you the detailed information regarding that issue.

Best regards

Thank you MyStake Casino team,

I sent you some additional questions back by email.

We already provided you with the answers.

Dear joelred86,

I believe we reached the final stage of discussions with the casino and I'm expecting a decision soon. If your funds became real money after applying the max cashout for the first time, you should get paid in full.

That's right, thank you very much for the support, I'll keep an eye on it.

Es correcto, muchas gracias por el apoyo, estare pendiente

Dear MyStake Casino team,

Could you please respond to my last email or in this thread?

Hello Peter.

Already has been sent the message.

Regards

Dear joelred86,

Even though the casino admitted that the mistake was on its side by letting you make further bets after the max win cap was applied to your bonus winnings and the funds were transferred to your real money balance, it insists on confiscation of your winnings. I'm afraid I won't be able to convince them to pay you, however, the complaint will be closed as unresolved in your favor which may negatively affect the casino's rating. I suggest you turn to the Curacao Gaming Authority for further help (https://verification.curacao-egaming.com/validateview.aspx?domain=mystake.com#contentComplaints). Please let me know how the gaming authority responded. I wish I could help you more.

Best regards,

Peter

We’ve reopened this complaint at the request of MyStake Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear joelred86,

The casino decided to pay you your winnings. They've contacted you but haven't heard back from you. Could you please respond to their messages and let us know if the issue was resolved?

Very good morning, I inform you that my user has been blocked without having requested it, which may be some type of retaliation, however out of curiosity between Friday, November 25, my user went to Mystake and I was allowed to enter only to make a withdrawal US$ 588.00, which satisfactorily manages to make said withdrawal.

Of course, I was affected by the 3-month wait, however I want to thank Casino Guru, since if it weren't for you, Mystake would not have done anything to resolve my complaints administratively. I feel very grateful for your efforts.

Muy buenos dias, les informo que mi usuario lo han bloqueado sin haberlo solicitado, lo cual puede ser algun tipo de represalia, sin embargo por curiosidad entre el viernes 25 de noviembre, con mi usuario a Mystake y me permitio entrar unicamente para realizar retiro por US$ 588.00, el cual satisfactoriamente logre realizar dicho retiro.

Claro esta que me afecto por la espera de 3 meses, sin embargo quiero agradecer a Casino Guru, ya que de no ser por ustedes, Mystake no hubiese hecho nada por resolver mis quejas de forma administrativa. Me siento muy agradecido por sus gestiones.

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, joelred86, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter