MyStake Casino - Player’s bonus winnings have been voided.

Hello , i had a coupon code from discord of MYSTAKE casino to 5 armada games that gave me a bonus of 4€ and some cents , then i proceeded to wager and I did it all from the same mini game , that is allowed on the terms (only some mini games can be played with bonus ) ... The mini game is teleport and you can see all the wager in the print screen attached...it goes on for pages but the casino can check them if needed...but the point is that you can see by the activity that more than 400€ (the bonus had a 100x wager) where wagered on game allowed ...in the last print you can see the moment where the wager was met at 13h 43min 47secs in my time zone.

Then ONLY after that I proceeded to play on slot games with my real cash from the bonus already wagered as you can see in the prints too.

I did that because I didn't see anything saying I couldn't in any terms...since the bonus was wagered and that was real money.

After that I requested a request for a withdrawal of 80€ within the limit from the bonus (100€ stated on the terms).

My request was canceled and the money taken from me , saying i avoid the wager and no more explanation.

I really expect that this was a MYSTAKE and my money is going to be given to me , even if I'm not allowed to play after the wagering , the money i had in there at that time witch was more than 20€ should be given to me at least , since I've done nothing against the rules and terms.

I contacted casino and only got those kind of answers but they avoid saying what I did wrong no matter how much I ask so this sounds really shady...just be honest if you don't have nothing to hide!

Dear Alphakillaz1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Did you receive any specific explanation from the casino about which exact rule has been breached and why your winnings have been confiscated? Have you redeemed any free bonuses from this casino in the past and was your account successfully verified?

I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

Yes I received some bonuses but never manage to wager them....my account is fully verified and I made a lot of deposits there...no explanation at all from their behalf... Just saying i avoid the wager.

Hi , got another email from them after insisting in knowing what I did wrong and this is what they said :

"Greetings

Unfortunately we are unable to provide further assistance with your case.

In case you have any complaint, feel free to contact us by email, here and the compliance manager will take care with your case."

They simply took my withdrawal, limited my activity and keep avoiding to tell me what I did wrong ... They say i violated terms but don't tell me what terms or specifically what I did.

Thank you very much, Alphakillaz1, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, Alphakillaz1,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite MyStake Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear MyStake Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? Why have his winnings been confiscated? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Got another response from Amelia C***** , apparently their compliance manager ... I'll transcrit :

"

Dear Customer,

We refer to your previous correspondence regarding your account

Please be informed that by registering an account on the website, you confirm your consent with the Terms & Conditions and Privacy Policy which our website provides to our customers. (T&C Article 1)

According to the Terms & Conditions of the website Article 9 (Anti-Fraud Policy)

The Company has a strict anti-fraud policy and utilizes various anti-fraud tools and techniques. If the Player is suspected of fraudulent actions including, but not limited to:

Participating in any type of collusion with other players;

Development of strategies aimed at gaining of unfair winnings;

Fraudulent actions against other online casinos or payment providers;

Chargeback transactions with a credit card or denial of some payments made;

Creating two or more accounts;

Other types of cheating;

While playing with an active bonus, it is forbidden to engage in activities that give the player a clearly unfair advantage. Such activities include, but are not limited to, these:

delaying game rounds in any game, including free spins and bonus features, to a later time when you have no wagering requirements, leaving large bets on the table, for example in blackjack, and returning to the game after bonus wagering has been completed, playing games with bonus money to build up in-game value, lose the bonus funds, and then cash out on the built-up value during real-money play, using strategies that take advantage of any software bug or failure. In these cases, the Company reserves the right to terminate such Account and suspend all payouts to the Player. This decision is at sole discretion of the Company and the Player will not be notified or informed about the reasons of such actions. The Company also reserves the right to inform applicable regulatory bodies of the fraudulent actions performed by the Player. The Company has zero tolerance to advantage play. Any Player who will try to gain advantage of casino welcome offers or other promotions agrees that Company reserves the right to void bonuses and any winnings from such bonuses, for the reasons of:

Use of stolen cards;

Chargebacks;

Creating more than one account in order to get advantage from casino promotions;

Providing incorrect registration data;

any other actions which may damage the Company.

The Company reserves the right to close Your Account and to refund to You the amount on Your Account balance, subject to deduction of relevant withdrawal charges, at Company’s absolute discretion and without any obligation to state a reason or give prior notice.

Kind Regards,

Amelia C*****

Compliance Manager "

Basically they are saying that if they want they can close my account without prior notice ... because I did nothing that was mentioned above in those violations of therms...but the interesting part it's the last one , that i replied to them :

"The Company reserves the right to close Your Account and to refund to You the amount on Your Account balance, subject to deduction of relevant withdrawal charges, at Company’s absolute discretion and without any obligation to state a reason or give prior notice."

There where 80€ in my account , so according to therms i would like them to be refund with the deduction of relevant withdrawal charges without the obligation of state a reason because I don't really care , i just want my balance money.

What do you think @branislav?

Hello,

We are sorry for your negative experience with Mystake.

As we have checked, you were using freebets for minigames. Regarding to the Rules & Conditions of the promotion: Prior to withdrawal of the funds generated from the promotion, at least 20 $ or equivalent must be deposited on the website within the last 30 days. Since you haven't made a deposit from 14-10-2021, you couldn't make a withdrawal.

Best regards,

As I said minutes ago to your support agent , please send the link where that is stated in the bonus therms ... And also , if in that link of bonus therms , it only says that i can't withdrawal without making a 20€ deposit before and that the funds should be confiscated after the attempt, then you should put them back in the account so I could deposit , play the amount of deposit 1x and then require a new withdrawal.

Hello once again , i got an email with the therms and conditions you referring to from your support and here's what I saw :

1. Any attempts of duplicate participation in any promotion will result in permanent block.

2. The winners need to be following our social media accounts on Discord and Telegram.

3. Prizes will be awarded to the winners’ accounts within 24 hours after the promotion ends.

4. Promotion is only available for the loyal and active players of MyStake. Activity is required to withdraw any gains from this promotion. Prior to withdrawal of the funds generated from the promotion, at least 20 $ or equivalent must be deposited on the website within the last 30 days.

5. You should complete the rollover of 100x before making a withdrawal.

6. In case of a sports free bet, you should place the bet with following rules: Min Odd: 1.4 | Min Items: 3

7. Maximum withdraw amount from the free spins or free bets acquired from Telegram / Discord groups is 100 EUR or equivalent.

According to point 4 there's no mention that the money won by the bonus should be confiscated after an withdrawal attempt without recent activity.

Only states that " ... prior to withdrawal of the funds generated from the promotion, at least 20$ or equivalent must be deposited on the website within the last 30 days..." So based on that i would like you to restore my balance of 80€ so I can deposit 20€ , wager those 20€ 1x and request an withdrawal after that please ... Because there's no other mention otherwise.

Thank you both for your replies.

Dear Alphakillaz1,

We are talking about "free bets" that have specific Terms and Conditions. Those are clear and you have to comply with them. If all players play only with free funds given by the casinos, they could only win and then withdraw the winnings without a chance to lose anything. If that were the case, it would not make sense for casinos to provide their services at all.

Rule 4 says that without making a minimum deposit within the last 30 days before requesting a withdrawal of the winnings from this bonus, it is not possible to withdraw them - that is all. There is no room for any further discussion. If you did not make a required deposit prior to requesting this withdrawal, the winnings from the "free bets" in question, unfortunately, have been lost (confiscated). This should have been done before you requested the withdrawal. However, it also depends on other circumstances.

Can you please confirm you have not made any deposit since October 2021?

The point 4 was added after the bonus was given and wagered ... There was no mention on that and they changed it after .

The same way Plínko game was allowed before in that bonus and now isn't...they start loosing so they add a rule ... This time they just messed up because people where watching and there's evidences .

But to answer your question , yes my last deposit was October 2021 , but i deposit 400€ and never made an withdrawal in this casino so spare me with the " they would not make money " talk... They don't give nothing to anyone and their bonus wagering is extremely unfair.

Dear Alphakillaz1,

Thank you for your reply and additional information.

How was the bonus offered to you, please? How did you activate it? Where did you find the Bonus Terms and Conditions for the claimed bonus above? Can you please share with me the link to them or a screenshot? As for the mentioned evidence - do you also have a screenshot of the complete Bonus Terms and Conditions valid for the bonus at the time you claimed it?

However, there are also a few questions that I will discuss internally with my team. Currently, it is not clear why you were provided with such a bonus if it is forbidden according to the casino's Terms and Conditions. Once I have enough information and details regarding my questions, I will ask the casino to clarify the situation again.

The bônus was offered by discord via a quizz , you finish the quizz and a code is given to put on the site.

I don't have any print of the terms but i'm certain that it was changed after , i remembering reading them and there was nothing there that Said i couldnt cashout otherwise i would depósit or do what was told there so i can withdraw...i suspect that they have a lot of people being able to wager them and requested a payout without depositing at least 20€ a month before , so they change the terms after and cancel all the withdrawals because if you go on their discord there's a lot of people complaining about the same thing.

Dear MyStake Casino Team,

How are the players informed about the Terms and Conditions for such a bonus? Where can they check it before bonus/coupon activation? Did the casino recently change the T&Cs? Can you please share with me the link where I could find these rules? Why are players allowed to activate this type of bonus despite not meeting the rule about the last deposit made in the previous 30 days if the casino confiscate the winnings for doing it?

Hello,

Every rule for free bets or free spins offered through our social media channels is the same and is detailed in our promotions. You can check the details at the link - https://mystake.com/en/static/promos?pid=2979

We want to make it clear that the rules haven't been changed recently, and it was the same when the user activated it.

We are unable to check all users who activate the bonus. As was already mentioned, the promo code is given after completing the quiz, and it's the user's sole responsibility to check the rules before he activates it. The rules can be found easily, on our promotion page.

Best regards,

Greetings all,

Thank you, MyStake Casino team, for providing the additional information.

Dear Alphakillaz1,

After gathering all the necessary information and having an internal discussion with my team, we are closing this complaint as unjustified due to breaching the casino's Bonus terms and conditions. Although the process is not set completely ideal in the casino, we are able to accept it if we are talking about a no-deposit bonus/free money. The situation was already explained in one of my posts above, related to "free bets". Players are obliged to read the terms and conditions, and those were accepted upon bonus activation. Moreover, even if the casino provided you with the exact rules for the bonus in question, your interpretation of the rule breached was not correct, and the alleged recent change of the rules has not been substantiated with enough evidence from your side.

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 regulates the casino. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru