Mystake Casino - Withdrawal 380 Euro disappeared, agony over a month

Hello Alphachild,

We are sorry to hear about your negative experience. As we checked the transaction was successful on our part. However if you have not received it, we will do our best to investigate the case and involve our payment channel provider.
For that, we need bank statement of the account where the money should have been credited.
Please send the details to our support team via email.

Best regards,
Mystake team

Hello Mystake team,
Thank you for reaching out. The email has been sent.

Hello Alhachild,

The document you sent to us is not relevant. We need the bank statement of the account you used for a withdrawal of winnings.

Best regards,

Hello Dear MyStake,
As I explain in my conversations with the support. I use a Skrill account. This Skrill account has an IBAN with which I can make deposits. This is the same IBAN i have provided for the withdrawal.

I use this method for Unibet, and my withdrawal are directly sent to my skrill. So to be clear, I do not have a personal account with JP Morgan, the details provided are from my Skrill account. I hope this clears things

In any case, I expect and unsuccessful deposit from your side should already be reversed, I find it shocking to claim that a transaction has been effected successfully and the money did not end up with the user and or a "bank" just steals the money. With transactions that do not go through successfully to the end user, I am 100% sure it will be returned.

My request is simple : kindly verify or provide proof that the IBAN successfully received the funds, else just revert my winnings and I can provide a different IBAN or I can use the fund on MyStake.

Regards

Dear Alphachild,

Our relevant team will send you statement of the transaction. Is there any chance that the account number you used for withdrawal is incorrect? Please thoroughly check all the details. Payment was certainly successful on our part.
I hope the document will help you tracking the transferred funds down.

Best regards,

Hello MyStake,
Thank you for the documents you sent as proof of payment. On my side I am taking up the issue also with Skrill to try and resolve it.
On your side, I see that the transaction was effected so this is cleared, however I would like you to still put your investigation so we can know what happened.

Thanks

Hello Alphachild,

Our finance team has checked the transaction with the payment provider. They confirmed that transfer was successful. Unfortunately, there is nothing we can do from our end. Please contact your bank and if they reverse the transferred funds, we will make sure to credit it back to your player account.

Best regards,

Thank you @MyStake for your reply.
I got a feedback from Skrill after I sent them proof of payment. Skrill has replied that the transaction has now been processed, I believe that the transaction was returned.

I attached the email I have received from Skril directly to MyStake Support.
Thanks

Hello Alphachild,

If the transaction was successfully processed, the money should be on your bank account. You said the same "Skrill has replied that the transaction has now been processed".
We also confirm that payment was successful on our part, and consequently we have not received any money back.


Best regards,

Hello MyStake,
Thank you for your reply.
I have been in contact with Skrill, and I have been informed that SANTEDA INTERNATIONAL LIMITED also has a Skrill account and the funds 380€ has been transferred to your Skrill account.

Unfortunately they have refused to give me details because they cannot disclose third party transactions. Could you investigate that your skrill account was credited with 380€ recently?

Regards
Alphachild