MyStake Casino - Player’s purchased bonus has been glitched.

I bought a bonus on the slot machine called "Jack Frost" for £300 it glitched nothing loaded when I refreshed the page the bonus wasn’t running and my money was deducted. I did not receive a bonus or my money back. I’ve tried to contact the casino to no avail.

Hello Will88131,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with MyStake Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if this was the first time you bought such in-game bonus? Is there any proof that you actually did buy the bonus not just simply bet on the game? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello yes I have uploaded transaction history both on here and to the casino online to prove that it was a buy in bonus. There was no transactions on the machine after I bought in the bonus proving that the bonus did not activate.

it was the first time I bought a bonus or even I have used the site and the slot froze and then asked me to buy in again without spinning the "free ten spins" I in fact paid £300 for and got nothing in return. This has been forwarded at the start of the week to the technical team with my stake yet nothing has been forthcoming from them despite showing the transaction history providing evidence of buy in and then no spins in return .

Hello Will88131,

Isn't there any betting history with visible before/after balance and the outcome of the bet?

Dear Will88131,

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.

The casino have said that I 'lost the round' in an email despite proving to them that i purchased the bonus on the above date and the transaction history shows that no spins/wins or losses occurred after it. They have now removed me from their website.

Hello Will88131,

Would it be possible to explain how the bonus feature works? Was it a single time spin or you were supposed to get more free rounds?

Please note that if it is a single time spin and the history shows that it was lost, the game crash won't affect the outcome it still would be lost.

Dear Will88131,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.