The player from Germany is facing a withdrawal issue due to an active cashback bonus of £16.49, which he nearly used up before making a £30 deposit. Despite his balance of £203 coming mainly from his deposit and winnings, the bonus is preventing him from withdrawing his funds.
MyStake Casino - Player's withdrawal is delayed due to active bonus.
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Current status
Waiting for player to reply
5d 17h 29m 0s
MyStake Casino
Safety Index:Very highCase summary
Discussion
Public
Public
5 days ago
I received a cashback bonus of £16.49 on my account. I played through almost all of it on slots, leaving only £0.04 of the bonus. I then deposited £30 of my own real money and built my balance up to £203 through my own play. The bonus was nearly completely used before I made my deposit. However, the bonus is still showing as active on my account and is preventing me from making any withdrawal. My £203 balance comes almost entirely from my own £30 deposit and my winnings, not from the bonus. I am requesting that the bonus be removed so I can withdraw my real money balance.
Public
Public
yesterday
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Public
Public
yesterday
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MyStake Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Is your player's account accessible to you? Have you contacted casino support and asked for assistance?
- Could you please go to the bonus history section and share any relevant screenshots from that section?
- Could you please share a screenshot of your deposit history with the relevant deposit visible, including the information when the deposit was made?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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
