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I was playing slots on Mystake using Mobile Safari when the game froze on my screen while my balance was approximately £1,500. The game became unresponsive, and while frozen, spins appear to have continued server-side without being visible or controllable on my device.

After refreshing the page, my balance had dropped to approximately £30. I immediately contacted support and requested a technical review, including round IDs, session logs, and provider verification. Mystake stated that the rounds were completed successfully but refused to provide any technical logs or round details.

Following my escalation, Mystake credited £300 as a "gesture of goodwill", without admitting fault. The credit is visible in my account but has not been used or accepted, and I have clearly stated in writing that I do not consider the dispute resolved.

Given the significant balance loss, the Mobile Safari freeze/desynchronisation, and the refusal to provide technical verification, I am requesting CasinoGuru’s assistance in obtaining a provider-level investigation and a fair resolution.

Resolution requested:

Independent technical verification of the affected game session and refund or correction of funds lost during the frozen period.

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Dear Cali2019

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.

• Do I understand correctly that you only experienced this once with one specific game?
• Do I understand correctly that all your bets have been recorded in your game history, but without any winnings?
• Could you please share the communication between you and support regarding the initial issue and the casino's response regarding the result of the investigation? Send the evidence to my email at [email protected]

Thank you very much in advance for your reply.

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

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Thanks for sharing the information with me.

Could you please explain whether you set the autospin feature while playing the game?

At which point did you set this feature? What were the settings you opted for when setting up the feature?

Please let me know.

Hi Tomas,

Thank you for your message.

Yes, the autospin feature was enabled during the session. It was set before the issue occurred, using the standard/default autospin settings (no turbo mode, no altered speed, and no special stop conditions enabled).

Once the game froze on my screen while playing on Mobile Safari, the interface became unresponsive. At that point, I was unable to see the spins, stop autospin, or interact with the game in any way.

After refreshing the page, I discovered that multiple spins had continued server-side and my balance had significantly decreased during the period when the game was frozen and not visible to me.

My concern is not related to the use of autospin itself, but to the loss of visibility and control caused by the client-side freeze, which prevented me from stopping or monitoring gameplay.

Please let me know if you need any additional details.

Kind regards,

Mark

Hello Cali2019,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your reply.

I would recommend that you request your game history from the day of the incident from the casino to inquire about the games and bet results to ascertain the game round results. If the casino refuses to provide you with this information, please let us know.

Dear Cali2019,

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, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru