MyStake Casino - Player's winnings have been confiscated.

Hallo,

gestern hatte ich eine 100€ Einzahlung vorgenommen, anschließend war ein 50€ Weekly Reload Bonus im Profil verfügbar.

Nachdem ich diesen Bonus aktiviert und umgesetzt hatte, hatte ich 700.31€ zur Auszahlung in Auftrag gegeben.

Heute Morgen habe ich folgende Nachricht erhalten:

„Dear User,

We are contacting you regarding your withdrawal .

Please be informed that 50% Weekend Casino Reload Bonus has been activated on the wagered deposit, therefore all the winnings were nullified. Please note that the bonus should be activated before wagering the deposits

In case of questions, feel free to contact us any time!

We will be looking forward to hearing from you.

Have a great day."

Nachdem ich mich beschwert hatte, warum ich den Bonus überhaupt aktivieren kann, wenn ich niemals die Chance hatte ihn zu realisieren (da ich ja bereits gespielt hatte ohne ZUVOR den Bonus zu aktivieren), hatte ich folgende Antwort erhalten:

„Greetings,

Thank you for your email.

We would like to inform you that the activation of the bonus was a result of a system error, which permitted you to activate the bonus without fulfilling the necessary requirements. We sincerely apologize for any inconvenience this may have caused and appreciate your understanding in this matter.

Should you have any further questions or inquiries, please do not hesitate to reach out to us via email or Live Chat. We are always here to assist you.

Wishing you a pleasant day."

Ich hatte niemals die Bedingungen für den Bonus gesehen, der Bonus war direkt nach meiner Einzahlung da.

Ich finde diese Situation äußerst unglücklich und ich bestehe auf die Auszahlung der 700.31€.

Vielen Dank für eure Hilfe!

Dear Tommn,

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. 

• Have you ever played with this or a similar bonus at this casino before?
• Do I understand correctly that you completed the wagering requirements before the casino confiscated your winnings?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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

Best regards,

Kristina

Hallo Kristina,

zuvor hatte ich einen Cashback Bonus, der mir explizit auf Anfrage im Chat gewährt wurde (40€, nachdem ich 400€ verloren hatte).

diesen Bonus konnte ich aber nicht umsetzen.

Der zweite Bonus, um den es hier geht, wurde mir automatisch, ohne dass ich ihn angefordert hatte, im Konto hinterlegt, nachdem ich 100€ eingezahlt hatte.

Nachdem ich die 100€ verloren hatte, aktivierte ich den „50% Weekend Casino Reload Bonus", der folgende ersichtliche Bedingungen hatte:

„To realize this bonus:

- You need to wager it 30 times on Slots

- Maxbet is 5 €/$, bets above are not counted

- Delay to realize: 30 days"

Die Bedingungen wurden alle umgesetzt.

Heute Morgen wurde die Auszahlung dann vollständig konfisziert.

Als Antwort kam dann besagte E-Mail, die ich ihn Ihnen bereits im ersten Post geschrieben hatte.

Gerne leite ich ihnen die Kommunikation zwischen dem Casino und mir weiter (per E-Mail).

VG

Tom

Thank you very much, Tommn, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Tommn,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to see if I can help.

We would like to invite MyStake Casino to join the conversation.

Dear MyStake Casino,

I acknowledge that even the best systems may encounter occasional errors. However, if I understand the situation correctly, the player in question has claimed a bonus that was freely available in their account, adhered to the established bonus rules, and met all the necessary wagering requirements. Therefore, it appears somewhat unjust to revoke their winnings.

Could you clarify whether this player has previously been restricted from bonuses, or if this specific bonus was designated for a select group of players? Additionally, what unfair advantage has the player gained by complying with the bonus terms? I would greatly appreciate any further insights you can provide regarding this matter. If there are details that cannot be disclosed publicly, please feel free to send them to me along with any relevant documentation at michal.k@casino.guru

Hello,

We will investigate the details and get back to you soon.

Kind regards

Hello,

The bonus the user activated had an error - the user can activate the bonus even after spending the deposit. The bonus is a deposit bonus (50% Weekend Casino Reload Bonus).

According to it was our error, we enabled the user to withdraw more than half the amount - 862 EUR as an exception.

We will send you the detailed information via email.

Kind regards

Thank you for your response and your email, MyStake team, I have replied back with some additional questions.

Dear Tommn,  

I would like to bring to your attention that before you took advantage of the 50% Weekend Casino Reload Bonus, which was made available to you due to a system error, you successfully withdrew your winnings of €862 on November 2nd. Could you please clarify whether those winnings were derived from a previous bonus or if they were obtained through real money gameplay without any bonus?

Der Gewinn der 862€ war aus keinem Bonus sondern 100% aus meiner letzten Einzahlung durch Echtgeldspiele erzielt.

Dear Tommn,

I have received information from the casino team that contradicts your above statement.

You deposited €100 on 02.11.2024 and as you mentioned you have lost it. You have not made any further deposit on 02.11.2024 nor 03.11.2024. You claimed the 50% Weekend Casino Reload Bonus on 02.11.2024 which you were able to do only because of the system error. This bonus should have been allocated to you only if it had been claimed in conjunction with another deposit, but this was not the case.

The €862 you received was derived from this bonus, similar to the €700 in question. The casino permitted you to withdraw the €862, even though you were not technically entitled to it.

So even though you have received quite a decent amount, you are still complaining that the casino has not allowed you to withdraw more? Does this look fair to you?

If the casino were to withhold all winnings, that would indeed be unfair. However, by allowing you to withdraw the €862, they have acted in a manner that seems reasonable.

In light of these factors, it appears that the casino acted appropriately and it does not seem to be fair to exploit the technical error. Even the best systems can occasionally encounter technical issues, but that does not mean the players can capitalize on them. We expect a fair approach from the casino and the players alike.

Please let me know if this explanation has addressed your concerns or if you require further assistance with anything else.

Da stimmt etwas nicht, die erste Auszahlung von 862€ stammt nicht aus einem Bonus!

Sie sehen auch in meinem Bonus Verlauf dass ich insgesamt nur 2 Boni hatte (1x 40€ auf Anfrage von mir im Chat, diesen Bonus konnte ich nicht umsetzen, und einmal die 50€ Reload Bonus, aus denen ich 700.31€ Gewinn erzielt hatte)

Es scheint mir, als wäre die Zeit für den Bonus manipuliert worden.

Der 50€ Bonus wurde angeblich am 02.11 um 19.39 Uhr von mir aktiviert, und um 19.58 Uhr, also 19 Minuten später soll ich die Auszahlung von 862€ beantragt haben?!?

Ich musste über 3500€ wagern, um den Bonus umzusetzen:

Wie soll ich das in 19 Minuten schaffen????

Dear Tommn,

I would like to clarify the situation once more. 

On November 1, 2024, you received a €40 bonus at your request during your chat with a livechat support agent. You utilized this bonus but unfortunately lost the entire amount. Subsequently, on November 2, 2024, you made a deposit of €100, which, as you confirmed, was also lost. After the €100 was exhausted through your gameplay, you did not make any further real money deposits. At that point, your account balance did not reflect any winnings. 

On the same day, you claimed the 50% Weekend Casino Reload Bonus, which was only possible due to a system error. This bonus was designed to be awarded only when claimed in conjunction with an additional deposit. The records indicate that no deposits were made by you on November 2 or 3, 2024. Given this, we would like you to clarify how any winnings could have been generated under these circumstances, aside from those derived from the bonus itself. If there is another source for the winnings, please provide detailed information to help us better understand the situation.

Hallo,

das ist nicht korrekt.

Aus meinem ersten Post:

gestern hatte ich eine 100€ Einzahlung vorgenommen, anschließend war ein 50€ Weekly Reload Bonus im Profil verfügbar.

Diese 100€ Einzahlung war vom 02.11.2024, die ich komplett verloren hatte.

Mein Gewinn von 862€ hatte seinen Ursprung aus der vorletzten Einzahlung (200€), vom 01.11.2024:

Mit freundlichen Grüßen

Dear MyStake Casino,

I would appreciate it if you could verify the statement provided by the player. Furthermore, I kindly request that you send me the complete game log for the player so that I can assess the situation thoroughly.

Hello,

We have already sent a detailed transaction history. Along with, the screenshot provided by the user, there is selected only deposit activities and due to it, it isn't full.

Dear MyStake Casino,  

I have reached out to you via email again to seek clarification supported by evidence regarding the player's balance and to verify the winnings associated with the deposits made on November 1, 2024, as well as the winnings from the 50% Weekend Casino Reload Bonus on November 2, 2024. The player continues to contest the information you have provided us to date.

Hello,

We have already provided you with the detailed information.

Kind regards

Dear Tommn,  

I would like to provide you with a brief update. I remain in communication with the MyStake team to clarify the sequence of events. I anticipate being able to offer a more detailed update shortly.

Hallo Michal,

alles klar, besten Dank.

Additional information has already been provided.

Thank you for the additional information and evidence, MyStake team.

Dear Tommn,

I have received information from the casino team that once again contradicts your above statement.

On November 1, 2024, you made three deposits, as confirmed by the screenshot you shared. Unfortunately, these deposits, along with the €40 bonus you requested during a chat with a live support agent, were fully utilized without yielding any winnings. Subsequently, on November 2, 2024, you made a deposit of €100 at 18:31:10 (casino time), which, as you confirmed, was also lost. Following this, you did not make any further real money deposits, leaving your account balance at zero.

Later that same day, at 18:39:17, you claimed the 50% Weekend Casino Reload Bonus. However, this bonus was granted due to a system error, as it should only be available when accompanied by an additional deposit, which, as noted, did not occur.

After you managed to gain winnings the same day with the bonus you should not get you requested a withdrawal of €862 at 18:58:56, proving that these winnigs derived from the bonus and not the prior deposit from November 1 as you stated earlier. After the casino team reviewed your gameplay they detected the issue and informed you about it, but they allowed you to receive the €862, but at the same time rightfully cancelled the €700.

So after reviewing the circumstances backed up by evidence, I would like to enquire once more. Despite having received a decent amount, you are still complaining that the casino has not allowed you to withdraw more despite the winnings being not legitimate? Do you find this a fair approach?

Nachdem das Casino-Team Ihr Spiel überprüft hatte, erkannten sie das Problem und informierten Sie darüber, erlaubten Ihnen jedoch, die 862 € auszuzahlen, stornierten jedoch gleichzeitig zu Recht die 700 €.

Dann stellt sich mir die Frage, wie ich die 700€ Auszahlung angefordert haben soll, wenn ich zuvor den gesamten Gewinn von 862€ ausgezahlt habe, und danach keine Einzahlung mehr vorgenommen habe?

Wie soll ich das technisch bewerkstelligt haben?

Dear Tommn,

It appears that my previous response was still not fully clear to you or may not have received your full attention because if it had, you would probably not have posed your question like you did. I will try to clarify the situation again in a simpler way.

Before claiming the 50% Weekend Casino Reload Bonus on November 2 your casino balance was zero. Later that same day you managed to gain winnings with the bonus you should not get. You requested a withdrawal at 18:58:56. After the casino team reviewed your gameplay, they detected the issue and informed you about it. They allowed you to withdraw and receive the €862 (more than half the amount you have won), but at the same time rightfully cancelled the (remaining) €700.

You need to please understand that you received winnings you were not entitled to. While I can understand your desire to explore every possible way to support your case, it seems you may be intentionally overlooking a crucial point that the winnings in question were obtained with a bonus you were able to claim only because of the technical issue.

In this context, the casino team has acted fairly by allowing you to withdraw €862. In fact, they could have, within their rights, chosen to forfeit the entire amount.

Almost all casinos have the same or a very similar rule like this one that is in the MyStake terms and conditions:

8.4 If we mistakenly credit your Stake Account with winnings that do not belong to you, whether due to a technical error in the pay-tables, or human error or otherwise, the amount will remain our property and will be deducted from your Stake Account. If you have withdrawn funds that do not belong to you prior to us becoming aware of the error, the mistakenly paid amount will (without prejudice to other remedies and actions that may be available at law) constitute a debt owed by you to us. In the event of an incorrect crediting, you are obliged to notify us immediately by email.

This demonstrates leniency on their part, which I hope you can now acknowledge. I hope this provides clarity regarding the situation. Considering all of this, do you still maintain your concerns about the casino's refusal to permit further withdrawals, despite having received a decent amount and the non-legitimate nature of the winnings? Do you still consider this a fair approach on your part?

Ich halte das Ganze weiterhin für unfair, letztendlich habe ich einen erhofften Gewinn (der mich auch viel Zeit gekostet hat), aufgrund eines technischen Fehlers des Casinos, nicht erhalten.

Mich macht dass ganze hin und her psychisch sehr fertig, daher verzichte ich freiwillig auf weitere Schritte.

Sie können das Ticket schließen.

Ich bedanke mich herzlich beim Casinoguru Team für die Unterstützung und wünsche schöne Feiertage.

Dear Tommn,

I believe the situation has been sufficiently clarified. I understand that the outcome of your complaint may not be what you were hoping for; however, it’s worth highlighting that the casino team showed goodwill by allowing you to withdraw winnings that, technically, you were not entitled to.

With that said, I will now proceed to close this complaint as rejected. I sincerely hope you don’t experience any similar issues in the future.

Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.

I would like to wish you a Merry Christmas and a Happy New Year.

Best regards,

Michal

Casino Guru