MyStake Casino - Player's account was blocked.

Hi I’m having a terrible issue with my stake 

I made an account today and deposited £110

I verified myself and went to withdraw £201

It then told me I can’t withdraw as there is an active bonus. 

I asked for the bonus to be removed (which is normal and can be done). No one did it 

I was then logged out and when trying to log back in it says user blocked, live chat just keep repeating the same copy and paste text and now I don’t know what to do about the money which was in my account and how I go about please could you help me.

they won’t tell me why the account is permanent closed, but it’s strange as it was only created 5 hours before this all happened. Everything just went bad when I wanted to take my money out. I told them that I’m addicted to gambling and that I want to withdraw so I don’t end up spending all the money as I’d actually won something for once.

now they won’t reply to any emails and I’m left with no money. That money was all I had until I get paid in another 2 weeks so I really need it

Dear 29pk,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MyStake Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please advise which bonus was credited to your casino account? Have you completed its wagering requirements before initiating a withdrawal?

What was the support's response to your inquiry?

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

Best regards,

Tomas

Couldn’t tell you what kind of bonus it was. I never meant to press it. So they got back to me and said if I verified my card I can log back in and withdraw my funds. And after that the account would be closed.

I logged in to find there is missing money. I started with €127 and I had got it up to €201 (without the bonus money added) so I checked the transaction history and instead of cancelling the €89 bonus they charged me €141 so funny how my balance is back to €127. I think this is a joke how can they take money from me

Thanks for your reply.

Please let me help understand the sequence of events.

Could you please advise when you informed the casino you have a gambling addiction? Was it before they blocked your casino account or after? Was it before they informed you there is an active bonus on your account or after?

Could you please explain if you have full access to your account currently? Are you able to play or make deposits?

Dear 29pk,

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.

It was after. When I tried to withdraw my funds. No I can’t access my account it is closed permanently. Abs what they did was remove all my winnings from 210 euros. Down to 127. Even tho I didn’t win any money with the bonus funds they took all the winnings I won with my own money and refused to add back the extra money. So I have lost nearly 77 pound. It took 6 days to recive my funds. I told them that money was all I had to my name and that I had a gambling addiction and didn’t want to play anymore. They said to me just carry on playing until my account was verified then I can withdraw the money.

I am sorry but in cases where there is an active bonus on your account and you decide to cancel the bonus, winnings from it are usually erased.

Wagering of the bonus needs to be completed before winnings can become available for withdrawal. By requesting to cancel the bonus your winnings cannot be honored.

Do I understand correctly your deposit of 127 was already returned to you and reached your bank account?

Please let me know.

Dear 29pk,

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.

What I’m saying is that I already won the money before the bonus. So why if that’s the case has all the money been taken even if there wasn’t winnings or wagers on the bonus. No one is listening to me

Thank you very much, 29pk, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello 29pk,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite MyStake Casino to join the conversation and participate in the resolution of this complaint.

Dear MyStake Casino,

Can you please explain why the player's winnings have been confiscated?

Thank you.

Kind regards,

Tomas

Hello Tomas,

The user had an active bonus while he wrote to us about the gambling addiction. Because he did not wager the bonus, we were forced to cancel it. Therefore, he should have received the current balance, which was 66.98 EUR but we made an exception and enabled him to withdraw the last deposit amount fully.

Kind regards,

Mystake

That’s false. The balance before the bonus was activated was over 200 euro. Then when you cancelled the bonus it went down to 127 euro. The whole point is why have I lost 70+ euro when you just admitted I didn’t wager the bonus. The balance over of 200 was won with my funds deposited and nothing from an active bonus.

The amount I withdrew was the exact amount I deposited in the first place. So all the money I won was taken from me. There was no exception made as I didn’t do anything wrong.

Dear MyStake Casino,

Can you please provide us with any evidence supporting your claims? (such as game log, transaction history, self-exclusion request, etc.). You can send the data to my email address: tomas.k@casino.guru

Thank you.

Kind regards,

Tomas

There’s no way to do that as they blocked me from the site as soon as I requested the bonus to be removed. Then I had to get special access to verify my bank details so I could withdraw. They have proof of the self exclusion. Plus I am on gam stop

Hello Tomas,

Proof of transactions has been sent via email.

Kind regards,

Mystake

Dear 29pk,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. First of all, you had an active bonus (70% Exclusive Casino Reload Bonus) while you wrote to the casino's support about gambling addiction. The basic procedure for most online casinos is to cancel any active bonus and return the outstanding balance to the players. See clause below:

"8. 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."

Despite the situation, the casino made an exception and returned the last deposited amount to you, which was, in fact, a higher amount than the remaining balance after the bonus cancellation.

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. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you very much, MyStake Casino, for providing information and your cooperation.

Best regards,

Tomas