MyStake Casino - Player's winnings from a bonus were capped.

Hello, So I took a loyalty bonus from them with the following rules it was 70$ bonus cash and I can only withdraw a max of 5x the bonus amount, which would be 350$ so I completed the bonus with 260ish in my account and the bonus SAID COMPLETED and no rule said I had to withdraw the amount before continuing to bet. The rules of the bonus where I had a limit of 20$ per sports bet and 10$ per mini game well I won 45 times rollover to complete the bonus it. I was no longer restricted by the rules so I thought I was okay betting more. No messages no other information. I kept betting with the money I won from that bonus and won up to 3000 some. Well when I went to withdraw they reset my money back to 350$ saying I could only withdraw 350$ from the bonus. Well theres no rule saying I had to withdraw the money to complete the bonus before I continued to bet. I have even more proof then allowed to post in the attachments. I just think if they needed me to withdraw the bonus it should be in the rules or they shouldnt allow me to continue betting. It just seems fishy. They seem mad they gave me a small bonus and I was able to turn it into such a large amount.

Dear jkelley1730,

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.

Do I understand correctly that you had approximately $260 in your casino account after you completed the wagering requirements?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.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,

Kristina

Yes I had around 260$ with the COMPLETED bonus. But afterwards they said I could only withdraw up to 350$ with the bonus but like it doesn't make sense to have to withdraw a BONUS after completing it. and yeah when I get home from work I will email you one transcript I got sent.

I sent the transcript it I said 216$ in that Chat but that was before checking and the correct amount was closer to 260$ Thank you so much I really hope you guys can help.

Thank you very much, jkelley1730, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@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.  

Hi jkelley1730,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite MyStake Casino to join the conversation and contribute to the resolution of this complaint.

Yeah they have not been helpful at all they don’t seem to understand how their own bonus is worded/think it’s acceptable to have to withdraw a bonus then redeposit to continue betting

everytime i message them they cite the same rules about how 350$ was the max withdrawal I could get from this bonus however after the bonus said COMPLETED I was at 260, so then I asked so what if I just withdrew then redeposited the 260 then they just shut down the live chat.

this is legit the photo they are using as proof they are in the right however it legit says on the bonus rules that I can make x amount from the bonus well I made 260$ from the bonus then it was completed so afterwards with how this is worded it should have no attachment. I was trying to withdraw 260$ from my bonus and the rest was made after the bonus

Hi jkelley1730,

Thank you for your replies. I understand the casino's point. However, if the bonus conditions were fulfilled and the winnings were transferred to the real money balance, there is no reason to apply the bonus max cashout/withdrawal because you were playing with real money. I hope the casino will give us some statement here soon.

Hello,

In the bonus terms, there is a detailed explanation:

The user acknowledges and accepts the bonus's terms when they activate it and are aware of the maximum amount they could earn. Therefore, everything in our T & C is evident.

Kind regards

You keep posting that same picture it doesn’t say in the rules the money from the bonus must be withdrawn before continuing to play I did complete the bonus and didn’t win the max of 350$ from the bonus I won 260& from the bonus.

this is when I was no longer under the bonuses influence you can tell because before this you see all the 20$ bets like I said I was only allowed to do max sports bets of 20$ until I completed the bonus

here’s all of the bets placed after the bonus was completed if that matters at all



and here is the bonus saying completed

Dear Mystake Casino team,

Were the funds transferred to the real money balance after the wagering of the bonus was finished? Do your T&Cs specifically say that the player must make a withdrawal after the wagering is finished in order to drop the bonus max cashout?

They have told me specifically I should have known to make a withdraw even though it’s not in their terms.

also included here are the system withdraws they made from my account they took both of those amounts and left me with 350$

Hello,

It is stated in our conditions that the player is not permitted to withdraw more than 5x. As a result, even if the user received extra money, they knew they wouldn't withdraw it when they activated the bonus. Why, in its opinion, is the user waiting for a bigger reward than writing our terms?

Kind regards

You do understand I completed the bonus UNDER the max amount of Money I didn’t earn more money from the bonus I earned it betting AFTER the bonus. It doesn’t state anywhere in your terms and conditions that the money must be withdrawn to complete the bonus. If you want to make the user have to withdraw to complete the bonus write that in your terms but you can’t punish me for a mistake that you guys didn’t have in your terms because if I had read "the money must be withdrawn" or something along those lines I would have just withdrawn and redeposited but that isn’t in your terms. I’m not using an opinion I’m following. your terms I wanted to withdraw 260$ from the bonus out of a max of 350$ then the other 2000 and some I wanted to withdraw from the money I made betting without the bonus. How your terms are written is if I made 400$ during the bonus I would have been reset back to 350$ which that is 100% in the terms but why would someone think that using the money they made from a completed bonus would get reset back to that bonus amount

Dear Mystake Casino team,

Could you please answer my questions? Were the funds transferred to the real money balance after the wagering of the bonus was finished? Do your T&Cs specifically say that the player must make a withdrawal after the wagering is finished in order to drop the bonus max cashout?

https://m.mystake.bet/en/static/promos?pid=3385

this is a direct link to the bonus I took

Hello Peter,

Bonus rule for this 10% cashback is very clear.

The maximum withdrawal that you may make from this bonus is your bonus amount multiplied by 5. (For Example, if you received a 100 EUR cashback, you can withdraw maximum of 500 EUR)

When a user activates the bonus, when he completes wager, he/she is allowed to withdraw bonus amount X 5. His bonus was 70 USD, so the player was eligible for a withdrawal of 350 USD.

Other winnings were deducted due to the rule applied for the bonus.

We don't have separated real money balance and bonus balance. That's why we have such a rule specifically for this bonus.

Let us know if you still have some questions.

Best regards,

In your own terms it says "from this bonus" I only made 260 from this bonus the other amounts didn’t come from the bonus also you didn’t answer one of Peters questions Do your T&Cs specifically say that the player must make a withdrawal after the wagering is finished in order to drop the bonus max cashout? And that answer is no they don’t say that

Hi I’m just refreshing this thread because it’s been over a week without a response from casino gurus please help me out here

Hi jkelley1730,

Sorry for the delay. We had to discuss the issue internally.

Dear Mystake Casino team,

We've discussed the situation with the rest of the team and our conclusion is that the player's winnings should get paid in full for the reasons stated above. Once the bonus wagering is finished and the players are not warned that they have to make a withdrawal for the bonus conditions to end, from our point of view, the players' funds are their real money. Winnings derived from real money should get paid in full. If the player doesn't get paid in full, the complaint will become unresolved. Please let us know what your decision will be.

Also I’m not sure if I should include this in the thread but mystake has refused to work with me every step of the way they never wanted to help me at all, they banned me from their live chat multiple times and I also got removed and banned from their discord when I posted about this situation in the appropriate channel of help and support

If mystake doesn’t answer tonight what is the next course of options for myself to take

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Peter,

Our manager has contacted you and please take a look at her message.

Kind regards

I think I should also be cc’ed into these emails as well don’t you think? It’s unacceptable they take the longest amount of time to reply to anything then just refuse to communicate with me

Hi all,

Thank you for your replies.

Dear Mystake Casino team,

I sent a message. Our position hasn't changed. We are waiting for your final decision and will act accordingly.

they officially have said it’s closed, working with mystake has been a nightmare they have 0 communication and 0 good customer support they refuse to see how they are even slightly wrong in this case I would never recommend anyone to use this site and I hope you guys can mark them as unsafe as possible.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

@Peter haven’t you already given them this warning before in this same complaint. I doubt they’ll respond but if they do if it’s okay with casino gurus and if mystake agrees I’m okay with getting half the amount owed back in cash and some amount of the rest back in a bonus with rollover or something if mystake agrees to that to save them their rating

hello I’m adding to this thread they have actually changed their terms and conditions as you can see the new ones on the left that I screenshot today differs from the one on the right that I screenshot February, it now mentions the issue in this thread but all they offered me in compensation was 150$ bonus with x30 rollover which I told them was unacceptable. If they had the terms on the left originally then this would have never happened as I would have known to withdraw and then deposit.

Hi jkelley1730,

I gave the casino more time because I was discussing the issue with a casino rep. The changes made on the website are the result of these discussions to avoid such problems in the future. The casino was informed about the penalization it would receive if the complaint ends up being unresolved.

@Peter Thank you very much

Hello CasinoGuru and @jkelley1730,

We want to express our gratitude to both of you for bringing this case to our attention. After a thorough investigation, we have identified the source of the misunderstanding. While our terms and conditions state that only 5X the bonus amount can be withdrawn, we acknowledge that the details were not sufficiently clear.

Thanks to your feedback, we have now clarified this aspect by adding the following explanation:

 " Be aware that even if you continue playing after completing wagering requirements, you are allowed to withdraw only 5X of the bonus amount from your account. (For example, if you receive a 100 EUR/USD cashback, you can withdraw a maximum of 500 EUR/USD). Excess winnings will be deducted when you request a withdrawal. " 

This clarification ensures that there is no ambiguity regarding withdrawal limits. We sincerely apologize for any inconvenience caused by this misunderstanding. However, we regret to inform you that we are unable to offer further assistance in this matter, as it would violate our terms and conditions.

Kind regards,

The Mystake Team

That’s crazy to say it violates the terms and conditions you changed.

Hi all,

Thank you for your replies.

Dear jkelley1730,

I’m afraid I won't be able to persuade the casino to pay you your winnings. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to reconsider, we will reopen the complaint, and you will be notified by email. I am sorry I could not be of more help on this occasion.

Best regards,

Peter