HomeComplaintsMyStake Casino - Player accidentally activated a bonus.

MyStake Casino - Player accidentally activated a bonus.

Amount: €40

MyStake Casino
Safety Index:High
Submitted: 02 Mar 2023 | Case closed : 23 Mar 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player from Italy would like to cancel a bonus that she accidentally activated. The complaint was rejected because the player didn't respond to our messages and questions.

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1 year ago
Translation

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.

Automatic translation:
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1 year ago

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

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1 year ago
Translation

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

Automatic translation:
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1 year ago

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

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1 year ago

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.

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1 year ago

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.

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