The player from Germany played with a bonus, however the casino claims there is a maximum cash out limit and banned the player from requesting withdrawals. After reviewing the evidence we found out that this complaint is affiliate-related, therefore we were forced to reject this complaint.
MyStake Casino - Player cannot withdraw winnings.
Amount: €30,000
MyStake Casino
Safety Index:HighSafety Index
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8.6
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Case closed
Our verdict
Other
REJECTED
Case summary
3 years ago
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3 years ago
Translation
Good evening dear Casino Guru team,
There is a case at MyStake Casino. They don't want to pay us our € 30,000. Here are all the facts:
- We are streamers
- We received a 200% bonus from the casino to stream
- We are fully verified
- There is no single basis not to pay off the full amount
- As a gesture of goodwill, we were offered € 7,500 instead of € 30,000
We are more than disappointed with this online casino. There was no contract or anything in writing that we would have a maximum cashout with this bonus or anything else. Also said that money is still on it in the player's account.
If we've done something wrong, why isn't the money voided? Right, because we didn't do anything wrong and the casino knows this too. In the meantime, we can no longer even withdraw from this casino, it only says "You are not authorized to withdraw". As mentioned above, I don't see any basis or justification for us not to legitimately pay out the money. I very much hope that we will be helped here.
Kind regards
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3 years ago
Dear JJCasino,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please specify which bonus you have played with? Please, post here a link here, I would like to check the bonus T&Cs.
Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru (or you can post it here).
Thank you very much in advance.
Best regards,
Kristina
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3 years ago
Translation
Hello Kristina, this is a streaming bonus of 200%. As always, the bonus is subject to the general bonus conditions, as there is no other agreement in this regard. With this bonus, I followed all the rules that are in the terms and conditions and achieved sales with a credit of € 30,000. I have also recorded in the account that the wager was successfully wagered. The terms and conditions etc. have all been adhered to and not the problem. The only problem is that Mystake thinks that I shouldn't get the payout because I'm just new as an affiliate with them and of course I haven't yet sent the equivalent of € 30,000 to customers. Of course, that's complete nonsense as a casino to expect that I won't get my payout just because I don't send thousands of customers a week like a CasinoDaddy, for example. They didn't have this problem with the same amount. So this is targeted against the smaller affiliate who was now lucky. In no online casino has this ever been the case where you deposit and then win something, but shouldn't get the payout. The € 30,000 is still in the account and I am not authorized to withdraw it. Of course, I also have screenshots of them. This is just a scam at its finest and I have already contacted the Curacao licensing authority and a case has been created there too. I just want people here to see what a dubious store it is and how they deal with smaller affiliates. I hope you from the Casino Guru team can achieve something and possibly publish this article more widely.
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3 years ago
Translation
I have also sent the emails and the complaint history to the email from kristina.s@casino.guru.
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3 years ago
JJCasino, I apologize, but after reviewing all the provided evidence we are forced to reject this case since we do not solve affiliate-related issues. Since you've also managed to involve the licensing authority in this case, we decided to not interfere with their investigation.
Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
