MyStake Casino - プレイヤーの入金が遅れています。

Yesterday (06/22/2024), I attempted to load money onto the MyStake platform by making a deposit from MercadoPago to the Alias provided to me on the deposit page.

Clarifications:

* This is the official MyStake page.

* I did not send the money to anyone in particular (such as someone who contacted me or anything like that).

* The alias was correct.

* The amount to be deposited was the same as what I entered on the page. That is, I attempted to deposit 4000, and in the Deposit panel I entered 4000 as the amount to be deposited.

* The CUIL/CUIT registered in my account is the same as the one used for the deposit.

I am making all these clarifications because I am sure I did everything correctly, as I have done this before. I have the MercadoPago receipt, the money was sent yesterday (06/22/2024) at 6:22 PM; and I am making this complaint today (06/23/2024), it's been 6 hours and 33 minutes since I sent the money, and I am writing this. I still don't see it credited to my account. What worries me the most is that the contact button on the page doesn't work. I would have liked to reach out to some official support from the page. I hope my issue can be resolved in some way 🙁

En el dia de ayer (22/06/2024) quise cargar dinero en la plataforma MyStake, realizando un deposito desde MercadoPago al Alias que me proporcionaron desde el panel de deposito de la página.

Aclaraciones:

*Es la página oficial de MyStake

*No le envié el dinero a nadie en particular (me refiero a alguien que se haya contactado conmigo o alguna cosa por el estilo).

*El alias era el correcto.

*El monto a depositar era el mismo que puse en la pagina, o sea, quise cargar 4000, y en el panel de Depósito puse como monto a ingresar 4000.

*El cuil/cuit que esta registrado en mi cuenta es el mismo con el que se realizó el depósito.

hago todas estas aclaraciones porque estoy seguro de que hice todo bien, porque ya lo he hecho antes. Cuento con el comprobante de MercadoPago, el envío del dinero lo hice el dia de ayer (22/06/2024) a las 18:22 hs; y estoy haciendo este reclamo el dia (23/06/2024), pasaron 6 horas y 33 minutos desde que envié el dinero y estoy escribiendo esto. Todavía no lo veo acreditado en mi cuenta. Lo que más me preocupa es que no funciona el boton de contacto de la página, me hubiera gustado contactarme con algun soporte oficial de la pagina, pero bueno, espero que se pueda solucionar mi problema de alguna manera 🙁

Dear santiagos,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted. 

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

• Could you please advise if it was your first deposit in this casino?
• Please forward your payment receipt to petronela.k@casino.guru. 

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Hello Petronela, I sent you the receipt by email, the subject of it is "Santiago Receipt", and in response to your question, it is not the first time I have made a deposit on the platform.

Hola Petronela, te envié el comprobante por correo, el asunto del mismo es "Comprobante Santiago", y respondiendo a su pregunta, no es la primera vez que hago un depósito en la plataforma.

Hello Petronela, I already contacted you by email.

Hola petronela, ya me contacte con usted por correo

I completely empathize with your frustration, santiagos. As I mentioned previously, the process of locating and refunding your funds to your bank account or crediting them to your casino account may take some time. In order to give the casino sufficient opportunity to investigate and resolve the issue, I will extend the timeline for an additional 26 days, making it a full month. If no progress is made by then, we will step in and intervene. Let's remain optimistic and anticipate positive news regarding your deposited funds. Thank you for your patience and understanding in advance.

Dear santiagos,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.