The player from Italy achieved winnings but is unable to cancel his bonus. We closed the complaint because the player stopped responding.
MyStake Casino - Player's inquiring about his casino winnings.
Amount: €16
MyStake Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
Public
Public
1 year ago
Translation
Yesterday I made my first casino deposit in the amount of $30, then used the bonus on the mini games, which was successful and completed. Naively I continued to play and lost all my winnings. To recover I made a new deposit of 25 dollars, on the second deposit I activated the 100% bonus on slots which required 30 bets, but these bets were not counted and I made many more. Now aware of having squandered money, I decided to pay another 30 dollars to be able to withdraw the money, but I have an active bonus and cannot withdraw. I would like to deactivate the bonus but I also strongly suspect that the money used for slot bets was mine and not the bonus money and therefore I lost the first 25 dollars.
Automatic translation:
Public
Public
1 year ago
Dear lorenzomazza20,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please confirm this is the bonus that is currently active on your account? 
Do I understand correctly you weren't able to reach support in order to learn whether you'll be able to withdraw your winnings?
Which games have you played? Were you able to confirm whether the win comes from a bonus balance or your real balance?
Looking forward to hearing from you.
Best regards,
Tomas
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