MyStake Casino - Player's withdrawal is delayed due to active bonus.

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.

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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

Dear bouiakacha,

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