MyStake Casino - Player complains that they didn’t receive cashback bonus.

Everything was fine! , They promote a mini-game tournament on telegram , I win first place and they give me the first prize which was 200usd in a bonus , they force me to activate it since I repeatedly told them that it was unfair that they give it to me as a bonus , I accepted and lost it . Now that they give the retroactive in crypto of the loads of the month, they tell me that they cannot deliver it to me because of the BONUS that they themselves forced me to activate in order to withdraw my prize. I have a total of 424.98 USD deposited in the month, therefore the retroactive would have to be 42.49 USD, giving me the answer that they could only give me a bonus of 5 dollars. It is totally unfair because I win everything in good law, I have captured the chats, it does not let me upload more, they ask me for anything. I hope you can help me, thank you very much

Dear Guido222,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you redeemed any cashback bonus from this casino in the past? What was the exact reason why a promotional offer couldn’t have been applied to your account? Have you tried to communicate this issue with casino? If there’s any relevant communication, please forward it to petronela.k@casino.guru.

Meanwhile, please understand, that we can’t penalize the casino for not giving you a bonus automatically.

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

Best regards,

Petronela

Nope! Never activate anything, only activate it for the reason that you clarify, they will promote a tournament on telegram and they gave me the bonus prize (200 usd). Nowhere was it clarified, I begged them that I did not want to activate it, that if I had won it I would have to have it available. It is unfair to have to make $ 3,500 to collect something that I earn in good law . Based on this, it is the reason why they do not give me the retroactive 10% for deposits in cryptocurrencies, moreover, I just looked at the page and nowhere in the retroactive announcement does it say that it is canceled due to bonus activation, I find it very unfair. And if I'm so wrong, why do they offer me a "bonus" of 5 dollars? When do I get 42 dollars? I tried to communicate with xhat live and the only thing they offered me was that... thanks for answering, it seems very unfair to me, I hope it reaches something

He added that it is not that I am seeking to penalize the casino for not giving me a bonus, but that they deceive people, I am trying to claim what was due me, simply that, the bases and conditions of the things that I participate. The telegram tournament at no time makes it clear that they gave you the bonus prize. I have a screenshot of that too. Now I add it.

And in the announcement of the retroactive of the deposits it does not make clear either that it is deactivated when activating a bonus.

Thank you, Guido222, for your reply. I have checked the promotional offer rules and this is what I found (here):

"How is your cashback calculated?

All of your crypto deposits of the month will be added up and your cashback will be 10% of your losses.

Ex: If you deposited the equivalent of 500€ in Bitcoin and lose, you will then receive 50€ as Cashback! 

Any prior bonus amount claimed for the crypto deposit will be subtracted from the cashback amount!

How to claim your cashback?"

Please understand that if the winnings of the tournament have been added to your casino account as bonus money, it would be deducted from the crypto Cashback value in the end. Additionally, your cashback is calculated from losses (not deposits solely). Could you please advise if you had any successful withdrawals during that specific month?

Dear Guido222,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.