MyStake Casino - Player’s winnings have been reduced.

Was offered a cash back of 128euro

With 45x wagger, I completed wagged, tried to withdraw over 5300 euro this was rejected asking for photos of credit card, sent info across, tried to withdraw again, was rejected again, then they proceed to remove over 4000 euro from my account, leaving me with just over 600 euro, then told I'm only entitled to 5x the bonus amount, this was not mentioned any where on email, I did not activate the bonus on my account, so there was no rules that needed to look at, again the bonus was given to me via email. My account with mystake.com is closed.

Dear ianstromaine007,

Thank you very much for submitting your complaint and forwarding the relevant screenshot:

I’m sorry to hear about your problem.

I have checked the general bonus terms and conditions, and this is what I found (here):

Could you please confirm that this is the exact bonus that you have redeemed?

I would like to emphasize, that according to our Fair Gambling Codex, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

Thank you in advance for your reply and I hope we will be able to help you as soon as possible.

Best regards,

Petronela

Hi

I received a reload bonus via email, not via site.

Bonus was automatically added by mystake.com after they received a email from me accepting it, conditions outlined in email only.

I have deposited a lot of money to site, I felt robbed that I won money and they could just take it from me like that.

Dear ianstromaine007,

Could you please forward the actual promotional offer email to petronela.k@casino.guru? Thank you very much in advance.

Email sent

Also note that in email, it states " here are the bonus rules"

I complied to the rules that were outlined..

Thank you very much, ianstromaine007, for the forwarded email. I can see that there is no link inside the promotional offer that would navigate the player to general bonus terms and conditions. Furthermore, the name of the bonus that was offered to you via email "10% Reload Deposit Bonus" doesn't correspond to any displayed bonus on the website. The closest one is 10% LOYALTY Deposit Bonus (that I mentioned already earlier) but it is not the same. To conclude, players do not know about the maximum cashout rule as it is not mentioned inside the promotional offer, and offered bonus is not listed among the other bonuses on the website.

I will now transfer your complaint to my colleague Andrej (andrej.p@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future. 

Dear ianstromeaine007,

I’m sorry to hear that your bonus winnings were capped unexpectedly. I’ll contact the casino and try my best to resolve the issue.

I would like to invite the representatives of MyStake Casino to join this conversation and participate in the resolution of ianstromaine007’s complaint.

Dear casino team,

Can you please explain your point of view? Has ianstromaine007 been informed, in any way, that the bonus they’ve been offered came with a cap on winnings of 5x the bonus amount?

Hello Andrej,

The loyalty bonus has its own terms and conditions that everyone can see on our promotions page.

In addition to that, wagering rules are written in the bonus section where the user can get information on how much bet he has left to complete the rollover.

It seems that players don't read all the rules. Considering this fact, from now on, the bonus will not be automatically credited to the balance and any user will have to manually activate it on their own.

ianstromaine007 was given a loyalty bonus--10% cashback from the deposits.

Our support team forgot to mention one of the loyalty bonus rules in the email. We feel sorry about that.

Since the bonus will be manually activated, this problem will not repeat again.

Best regards,

Mystake team

Thank you, MyStake Casino team, for the clarification and for taking steps to avoid this situation from reoccurring.

Dear ianstromaine007,

Do I understand correctly that the loyalty reload deposit bonus (cashback) was credited to your account without the need to place an additional deposit in order to receive the bonus?

Hi

Yes this is correct

Thank you, ianstromaine007, for confirming. Please understand that in that case, since the activation of the bonus did not involve a requirement to place an additional deposit, we consider the bonus to be a free one, which means that the amount that was credited to your account was something given to you of the casino’s own free will, rather than something that requires, basically, both offeror and offeree to invest their funds into a deal. Needless to say, the conditions of the bonus should have been communicated more clearly, however, considering the circumstances, including the fact that steps have already been taken to prevent this situation from happening again, we cannot penalize the casino. With that being said, this case will be closed in favor of the casino and the complaint will be marked as ‘Rejected’.

ianstromaine007, I’m sorry we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other online casino. We are here to help.

Hi

I'm sorry I dont agree, I've deposited alot of money into this casino, bonuses are part of casinos to get you to play.

Bonus of €128 with a 45x wagger, the chances of meeting that wagger is very hard.

I met it, yet casino capped me and removed most of my winnings.

I was given bonus via email, followed all bonus rules.

You can't say one thing and then change it, bonus rules are there in black and white.

Casino need to honour my request to withdraw the said amount.

Casino may of taken steps to stop this happening again, but this has happened to me and needs to be resolved, not just pushed to one side and forgotten about.

This case needs to be reopened

Also like to add

Bonus credits was not given to me free, free would mean I could withdraw or carry on playing.

Bonus was credited to my account with rules

I'm seeing there are a lot of unhappy customers.

All bonuses require customer to use there funds, wether its depositing or waggering.

So for me to get the bonus (cash back/reload) I had to deposit multiple times before I received bonus.

Dear ianstromaine007,

I understand your frustration, but please understand that there was very likely no intention, on the casino’s end, to mislead you. The way we see this situation is that due to a mistake in communication on the customer support agent’s part, you were given a free bonus that’s available to all existing players, but despite the fact that the Terms and Conditions of the bonus are available on the website, they were not clearly communicated to you. The terms ‘free bonus’ or ‘no deposit bonus’ generally refer to bonuses that are given to players without the need to place a deposit in order to activate/receive the bonus amount. Bonuses in casinos always come with conditions attached.

I’m sorry, ianstromaine007, but this is our final position. Please understand that would it have been a deposit bonus we’re talking about, our view would be different. I’m sorry I couldn’t be of more help.

As explained earlier, we will now close this case as ‘Rejected’.