The player from Germany is unable to withdraw 700.31€ due to a reported system error that nullified the winnings tied to a bonus activated after a deposit. He claims he was not aware of the bonus conditions, making the situation frustrating, and insists on receiving his payout.
MyStake Casino - Player's winnings have been confiscated.
Amount: €700
MyStake Casino
Safety Index:HighSafety Index
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Case opened
Current status
Waiting for Casino Guru to reply
5d 12h 25m 47s
Case summary
17 hours ago
Public
Public
yesterday
Translation
Hello,
Yesterday, I made a 100€ deposit, and then a 50€ Weekly Reload Bonus was available in my profile.
After activating and using this bonus, I requested a withdrawal of 700.31€.
This morning, I received the following message:
„Dear User,
We are contacting you regarding your withdrawal.
Please be informed that a 50% Weekend Casino Reload Bonus has been activated on the wagered deposit, therefore all the winnings were nullified. Please note that the bonus should be activated before wagering the deposits.
In case of questions, feel free to contact us at any time!
We will be looking forward to hearing from you.
Have a great day."
After I complained about why I could even activate the bonus if I never had the chance to realize it (since I had already played without activating the bonus beforehand), I received the following response:
„Greetings,
Thank you for your email.
We would like to inform you that the activation of the bonus was a result of a system error, which allowed you to activate the bonus without fulfilling the necessary requirements. We sincerely apologize for any inconvenience this may have caused and appreciate your understanding in this matter.
Should you have any further questions or inquiries, please do not hesitate to reach out to us via email or Live Chat. We are always here to assist you.
Wishing you a pleasant day."
I never saw the conditions for the bonus; it was available right after my deposit.
I find this situation extremely unfortunate, and I insist on the payout of the 700.31€.
Thank you very much for your help!
Automatic translation:
Public
Public
yesterday
Dear Tommn,
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.
- Have you ever played with this or a similar bonus at this casino before?
- Do I understand correctly that you completed the wagering requirements before the casino confiscated your winnings?
Additionally, if there is any other relevant communication between you and the casino, please forward it 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
Public
Public
yesterday
Translation
Hello Kristina,
Previously I had a cashback bonus that was explicitly granted to me upon request in the chat (40€ after I had lost 400€).
But I couldn't use this bonus.
The second bonus in question was automatically credited to my account without me having requested it after I deposited €100.
After I lost the €100, I activated the "50% Weekend Casino Reload Bonus", which had the following obvious conditions:
"To realize this bonus:
- You need to wager it 30 times on Slots
- Maxbet is 5 €/$, bets above are not counted
- Delay to realize: 30 days"
The conditions were all implemented.
This morning the payout was completely confiscated.
The answer was the email I had already written to you in the first post.
I will be happy to forward the communication between the casino and me (via email).
VG
Tom
Automatic translation:
Casino Guru is examining the case
