MyStake Casino - Player’s deposit is restricted due to unwanted bonus.

Hello, good day. My issue is that I deposited 20,000 (twenty thousand pesos) into the casino, and once the money was credited, they began to throw in bonus promotions for reloading. Such a promotion offered me a 70% bonus on my reload. I "activated the bonus" as the casino suggests, but this bonus does not allow me to play the games I typically enjoy. Instead, it restricts me to slot machine games, which I never play and have no interest in playing. The problem is that they also won't let me withdraw my money because I have an active bonus, and they will not let me deactivate the bonus to retrieve my funds. I haven't made any bets yet and I am not planning to either; the total amount remains exactly the same. I'm abstaining from betting because I don't want any issues later when deactivating the bonus or withdrawing my money. This happened a week ago, and I'm still unsure about what to do.

Dear machuferreyra22,

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.

• Can you please clarify the specific bonus you accepted?
• Has your account been successfully verified?

While withdrawing deposited funds without playing might not be possible, canceling an undesired bonus should pose no issue.

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Dear machuferreyra22,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.