MyStake Casino - Player's winnings were confiscated due to violations of the casino's T&Cs.

After activating a promo code of "12€" on my account, I spent a lot of hours playing eligible games with a maximum bet of "10€" (yes, rubbish) and a wager of 100!

I reach the end of the bonus and I decide to request a withdrawal...

(After doing a bunch of stupid checks...)

They tell me that I have circumvented the conditions of the bonus and that it will be deducted from my balance

I'm limited everywhere but I can get around a bonus...

I wasted so much time on this??

Really, I've never seen such a fraudulent site!

It was necessary find an excuse since I passed all the verification stages...

Dear Lnww,

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.

• Did you receive any specific explanation from the casino which exact rule has been breached and why your winnings have been confiscated?
• Lastly, could you please specify which exact bonus you have redeemed and played? I would like to check the terms and conditions.
• Have you deposited any funds into your account to activate this bonus?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Hello,

No, they refuse to give me explanations!

(I also specify that I have already made a DEPOSIT, due to KYC verification...)

I tried to contact them by chat and email, without success...

The promo code that was activated on my account is not part of the site's permanent bonuses, hence the name "promo code" which offers free spins on mini games and a 100 wager!

This is a no deposit promo code that they usually offer to their customers (on social networks) to test the games!

There are no lines in the terms and conditions that stipulate any restrictions or other on these promo codes they offer (only the bonus page indicates some information)!

Thank you, Lnww, for the clarification.

• Could you please advise if you activated and played any free bonuses in this casino previously?
• Do you happen to know if anyone within your immediate vicinity or social circle has ever redeemed a free bonus from this particular casino before?

I am asking because there have been instances where individuals within close proximity or with shared IP addresses have been flagged for bonus abuse or fraudulent activity, even if they were not directly involved. Therefore, it would be helpful to rule out any potential conflicts or complications that could arise from previous bonus redemptions by others in your vicinity.

Looking forward to hearing from you.

Yes, the first time I activated a permanent bonus of €100 (which has nothing to do with "promo codes") available on the site which doubles the first deposit (this was a while ago).

I also activated several promo codes (free play) on my account since the codes were available... (who would refuse "€10" of free Freebets??)

Once again, there is no line in the general conditions mentioning the prohibition of activating several on a single account !

Why provide so much code if there is a limit?

Why is it not indicated on the site??

Real scammers!!

No one around me uses this site

Thank you very much, Lnww, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thks !

The best of wishes for the future !

Hi Lnww,

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.

Hello,

Thks!

Do you see the screenshots I shared?

I see "Sensitive attachment"

Hello,

The person was attempting to activate numerous bonuses and has a duplicate account, which is against our policies.

We will send you further details regarding the duplicate accounts.

Kind regards,

Mystake team

ONCE AGAIN, there are no lines mentioning the fact that it is "prohibited to activate several promo codes on a single account"!

Your only arguments are defined by "double account..."

The classic...

Bring real evidence PLEASE !!

Thank you MyStake Casino team for the email.

Dear Lnww,

I reviewed the evidence provided by the casino and I'm afraid I won't be able to help you. The data suggests that you have been using two accounts. One of them registered in October 2022 and the other in March 2023. I'm afraid, I won't be able to help you with this one. Most casinos only allow one account per person and this is no exception. Your complaint will be rejected. If you disagree with our decision, please turn to the casino's gaming authority (https://casino.guru/licensing-authorities/curacao-license-1) for further assistance. I wish I could be of more help.

Best regards,

Peter