MyStake Casino - Player's winnings have been confiscated.

Hallo,

gestern hatte ich eine 100€ Einzahlung vorgenommen, anschließend war ein 50€ Weekly Reload Bonus im Profil verfügbar.

Nachdem ich diesen Bonus aktiviert und umgesetzt hatte, hatte ich 700.31€ zur Auszahlung in Auftrag gegeben.

Heute Morgen habe ich folgende Nachricht erhalten:

„Dear User,

We are contacting you regarding your withdrawal .

Please be informed that 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 any time!

We will be looking forward to hearing from you.

Have a great day."

Nachdem ich mich beschwert hatte, warum ich den Bonus überhaupt aktivieren kann, wenn ich niemals die Chance hatte ihn zu realisieren (da ich ja bereits gespielt hatte ohne ZUVOR den Bonus zu aktivieren), hatte ich folgende Antwort erhalten:

„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 permitted 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."

Ich hatte niemals die Bedingungen für den Bonus gesehen, der Bonus war direkt nach meiner Einzahlung da.

Ich finde diese Situation äußerst unglücklich und ich bestehe auf die Auszahlung der 700.31€.

Vielen Dank für eure Hilfe!

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

Hallo Kristina,

zuvor hatte ich einen Cashback Bonus, der mir explizit auf Anfrage im Chat gewährt wurde (40€, nachdem ich 400€ verloren hatte).

diesen Bonus konnte ich aber nicht umsetzen.

Der zweite Bonus, um den es hier geht, wurde mir automatisch, ohne dass ich ihn angefordert hatte, im Konto hinterlegt, nachdem ich 100€ eingezahlt hatte.

Nachdem ich die 100€ verloren hatte, aktivierte ich den „50% Weekend Casino Reload Bonus", der folgende ersichtliche Bedingungen hatte:

„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"

Die Bedingungen wurden alle umgesetzt.

Heute Morgen wurde die Auszahlung dann vollständig konfisziert.

Als Antwort kam dann besagte E-Mail, die ich ihn Ihnen bereits im ersten Post geschrieben hatte.

Gerne leite ich ihnen die Kommunikation zwischen dem Casino und mir weiter (per E-Mail).

VG

Tom

Thank you very much, Tommn, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello Tommn,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to see if I can help.

We would like to invite MyStake Casino to join the conversation.

Dear MyStake Casino,

I acknowledge that even the best systems may encounter occasional errors. However, if I understand the situation correctly, the player in question has claimed a bonus that was freely available in their account, adhered to the established bonus rules, and met all the necessary wagering requirements. Therefore, it appears somewhat unjust to revoke their winnings.

Could you clarify whether this player has previously been restricted from bonuses, or if this specific bonus was designated for a select group of players? Additionally, what unfair advantage has the player gained by complying with the bonus terms? I would greatly appreciate any further insights you can provide regarding this matter. If there are details that cannot be disclosed publicly, please feel free to send them to me along with any relevant documentation at michal.k@casino.guru

Hello,

We will investigate the details and get back to you soon.

Kind regards

Hello,

The bonus the user activated had an error - the user can activate the bonus even after spending the deposit. The bonus is a deposit bonus (50% Weekend Casino Reload Bonus).

According to it was our error, we enabled the user to withdraw more than half the amount - 862 EUR as an exception.

We will send you the detailed information via email.

Kind regards

Thank you for your response and your email, MyStake team, I have replied back with some additional questions.

Dear Tommn,  

I would like to bring to your attention that before you took advantage of the 50% Weekend Casino Reload Bonus, which was made available to you due to a system error, you successfully withdrew your winnings of €862 on November 2nd. Could you please clarify whether those winnings were derived from a previous bonus or if they were obtained through real money gameplay without any bonus?