MyStake Casino - Pelaaja aktivoi vahingossa bonuksen.

Good evening, I am contacting you because I accidentally activated a 35% reload bonus and I would like to deactivate it but I don't know how to do it, because it blocks my €30 balance and I cannot play the mini games. Could I have some help from you...thank you.

Buonasera, vi contatto perché per sbaglio ho attivato un bonus di ricarica 35% e vorrei disattivarlo ma non so come si fa, perché mi blocca il mio saldo di 30€ e non posso giocare ai mini giochi. Potrei avere un vostro aiuto... grazie.

Dear mahmoudhanan180704,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked all bonuses listed in the Promotion section and I found this mention underneath almost all bonuses:

"You can cancel your bonus by contacting our live chat but keep in mind that the total bonus amount, the generated winnings, and total bet amount (from bonus activation until its cancelation) will be deducted from your overall balance. Bonus and real money are not separated."

Have you contacted the casino's support in order to cancel the bonus?

Thank you very much in advance for your reply.

Best regards,

Kristina

Good morning, thank you for your answer! I sent an email to support and am awaiting a response from them.

Buongiorno, grazie della vostra risposta! Ho mandato un email all'assistenza e attendo da loro una risposta.

Thank you for your reply, mahmoudhanan180704. Please, keep us updated.

Dear mahmoudhanan180704,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.