MyStake Casino - Igračeva kartica se naplaćuje.

I made 1 deposit of 10 eur to my MyStake account via bank card on 05/04/2022 which is clearly shown in my account transactions yet on my bank statement another 24 payments were taken on 05/04/2022, 06/04/2022 and 07/04/2022 totalling approximately €230 leaving me no money in my account and a balance of -£108.

I have contacted MyStake at least 8 times but I have had no response and now they appear to have blocked my emails as I am unable to reply.

I have sent a new email stating the issue with screenshots attached of my account transactions from 05/04/2022 and also my bank statement showing these transactions on 05/06/07th April but they continue to ignore me.

Hello Dea4,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with MyStake Casino. Please allow me to ask you a few more question before we would move forward.

Do I understand it correctly that only 2 of the payments made it to the casino account? Did you try to contact the payment provider to find out who is making these charges or to block them for further payments? What was the casino's respond on this issue?

Looking forward to your answer.

Regards,

Nick

I made one deposit of 10 euro to Mystake on 05/04/2022 via my bank card and another deposit via Neosurf voucher so there should have been just one transaction on my bank statement for 05/04/2022. I contacted Mystake via email about the transactions and they replied asking to send my bank statement so that they could view the transactions. I sent them a screenshot of my Mystake transaction history along with my bank statement showing all transactions from 05/04/2022. Since then I have had no response from Mystake and they appear to have blocked my emails as I am unable to reply to their previous emails so I composed and sent three more emails with transaction history and bank statement and still have received no response whatsoever.

I filed a complaint to Curacao Egaming with regards to this matter which appears to have been an absolute waste of time as I have had no response whatsoever except this dated 17/04/2022

Dear CEG,

Please be informed that customer has made deposits and used deposited funds while participating in the gameplay. Each deposit has been made by customer’s side and all of them have spent using our service.

Accordingly customer's request will not be taken under fulfillment.

Kind Regards,

Compliance Manager

I have provided them with my bank statement clearly showing 24 payments taken from my bank account between 05-07/04/2022 and my transaction history clearly showing I made 1 deposit on 05/04/2022 through my bank and that was the last deposit I have made to them

Hello Dea4,

Could you please provide us the supporting evidence as well? Please forward the screenshots to nikolas.b@casino.guru.

Thank you in advance.

Regards,

Nick

I can do that yes although there doesn't seem to be a lot of point as neither Mystake nor Curacao Egaming will respond to any of my correspondence.

Just to update I have had no correspondence from neither Mystake nor Curacao since 17/04/2022 so it appears that they intend to just walk away with my money.

This is the second Curacao licensed casino that has walked away with my money.

I have now sent you the information you requested

Curacao eGaming found in favour of the operator despite providing my bank statements as proof.

Hello Dea4,

Could you please forward the official statement of the license to nikolas.b@casino.guru please?

Hi Nick, I have emailed the information that you requested

I should have pointed out that the payments taken from Mystake are

Giftmycards

Tropical gym

Kiwipay Digital

As you can see there are about 24 transactions under these names

Hello Dea4,

After checking all the evidence we came to the conclusion that there is no possible way to prove that the charges were made by the casino. If the license, which received all the details from the casino regarding any transactions with your account, decided that the operator is right, the charged were most likely made by something entirely different company. The casino is obligate to provide all the evidences to the license and if they did not find anything against the casino, there probably isn't anything.

I'm really sorry that we could not help you more but as the authorities are above our decision, we can't override them. I would recommend you to try to contact your bank where you can try to find out who might have made those charged. The complaint will be now closed as the regulator decided that the casino is right.

Best regards,

Nick