MyStake Casino - Player’s winnings significantly deduced due to a bonus rule.

I know it clearly says on the bonus excessive winnings will be deducted, but it's so wrong for them to do this. I completed the wagering requirements of over £1500 from only a £40 cashback bonus, I fairly won £2000 and they think it's okay to only give me 5x the bonus amount which is only £200 from £2000 which I made, so they have took £1800.09 from me it's not okay at all.

Hello kanehiggins50,

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 your account is already verified and if yes, since when exactly? What is exactly the issue as it is very clearly stated that the maximum win of the bonus is 5x bonus? Was your balance capped after finishing the wagering or only after the withdrawal request?

Looking forward to your answer.

Regards,

Nick

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

My account has been verified since January time... fully verified. My balance was not capped after finishing the wagering no, I went to withdraw £2000 and it rejected it about 2hours later. I don't think it's fair that's my issue. If this is happening to everyone it's not a fair casino and they will be losing customers. If they want to keep customers they have to be fair simple as. For example why does it have to be only 5x the bonus amount, why can't it be a percentage of whatever you win for example in my case I won over £2000, I got 10% they took 90%. Why couldn't it be 50/50 or something more satisfying than what I received especially the fact I managed to turn £40 into over £2000 and i barely got to keep any of that is wrong and I think me complaining about it is a valid reason to make changes to this.

Hello kanehiggins50,

Does the casino have separate real money balance and bonus balance? Where was the bonus you claimed visible?

Dear kanehiggins50,

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.