MyStake Casino - Player's withdrawal is delayed due to excessive winnings claim.

I recently had a weekend reload bonus I put in £100 and received £49 in a reload bonus. The bonus states that you can withdraw after completion of the bonus. I was never told I must withdraw the bonus before it hit 10x and have never had an issue in the past. I received an email stating they would only allow me to withdraw £500 as the £2000 classes as excessive winnings. My bonus was complete about 4 hours earlier and I reached the required wagered amount. I then withdrew £2500 in ether and was told by that chat a real life person called Emma that the withdrawal was fine and there was no issues even after I explicitly asked if I’d receive the money. I was told in no uncertain terms that I would receive this money infact by multiple agents.

i woke up this morning to find that they’d removed 2000 and left me with 500.

a few weeks earlier on the 26th of July I won £6000 after realising the bonus and finishing my bonus of the weekend reload with no issues. In the exact same scenario yet this went through fine and had no issues.

ema the chat assistant was rude and I believe has purposely gone out of her way to do this.

as I’ve never had an issue before. They were rude and obnoxious bare in mind that same day I actually deposited over £724 so I’m unsure how they deemed my winnings as excessive and I’ve received no further communication other then I won’t be receiving it

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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.

• Have you protested the casino's decision based on the same situation from before?
• When exactly did the incident occur? When have you successfully withdrawn the full amount from the same bonus?
• Could you please share with me your communication with the casino when you tried to resolve the situation? 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

i Was only allowed to withdraw £500 the bonus was complete ? It did not state that I must withdraw my £500 exactly before carrying on gambling.

if the bonus is complete then I should of been able to deduct this ? I shouldn’t of been able to carry on gambling with the £2000

this was three days ago and today I have seen the email I’ve attached

This was yesterday , I managed to withdraw only £500 and yes I’ve heavily contested this ! Based on the information I have

Thanks for your reply.

Could you please specify which bonuses were active on your account, or wagered through, after you managed to withdraw 6000 and 2000 respectively?

Could you please share the relevant records as they are available to you, and screenshots of the associated deposits and withdrawals so that we may review the timeline of events for all 3 instances this supposedly happened?

Send the information to my email at tomas@casino.guru

Thanks in advance for your cooperation.

Dear Fire8807,

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