MyStake Casino - Pelaaja aktivoi vahingossa bonuksen eikä voi nyt käyttää talletettuja varoja.

I accidentally clicked on a 1400 pesos bonus for sports betting and now I can't use any of the money I deposited, I would like for it to be removed so I can continue playing

Apreté sin querer un bono de 1400 pesos para apuestas deportivas y ahora no puedo jugar nada de la plata que puse, quisiera que me lo retiren para poder seguir jugando

Dear Thepanter,

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.

• Can you confirm whether you have placed any bets or if your deposited funds remain intact in your casino account? If you haven't initiated the "bonus wagering," you should be able to cancel the bonus.
• Have you contacted the casino directly about the bonus cancellation?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

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 48 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 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Do not place any bets with the funds given by the Casino, the bonus is in full

No realice ningúna apuesta con los fondos dados por el Casino, el bono está en su totalidad

And I sent many emails to the mystake contact but they never responded. That's why I made the claim here.

Y mandé muchos mails al contacto de mystake pero nunca me respondieron. Por eso hice el reclamo por acá.

Thank you very much, Thepanter, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, Thepanter!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hello,

As we checked you don't have any current bonus.

Kind regards

After several complaints, they got the bonus and I was able to play. Thank you very much casino guru.

Después de varios reclamos, me sacaron el bono y pude jugar. Muchas gracias casino gurú.

Dear Thepanter,

I'm happy to hear that your issue has been resolved!. I will now mark the complaint as 'resolved' in our system. 

I thank you for your cooperation and patience, please, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Also, I would like to thank the casino for their assistance with the issue!

Best regards,

Pavel K

Casino Guru Team