HomeComplaintsMyStake Casino - Player's withdrawal is blocked due to bonus activation.

MyStake Casino - Player's withdrawal is blocked due to bonus activation.

Amount: £588

MyStake Casino
Safety Index:High
Submitted: 01 Sep 2024 | Case closed : 23 Sep 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 month ago

The player from the United Kingdom mistakenly activated the "Sport Reload bonus" on their MyStake betting account, which prevented them from withdrawing their winnings. Despite emailing MyStake, they did not receive a response. The Complaints Team attempted to gather more information by reaching out for clarification but received no reply. As a result, the complaint was rejected due to lack of communication from the player.

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2 months ago

I activated the "Sport Reload bonus" on my MyStake betting account by mistake and now it is blocking me from withdrawing my winnings from my account. I have emailed MyStake but they have not reolied to my email. I hope you are able to respond quickly and fix the problem for myself as I really need the money.



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2 months ago

Dear liamccfcvarney,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MyStake Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

  • Have you attempted to cancel the bonus before you started to play?
  • What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
  • What response from the casino live chat support have you received?
  • Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots 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,

Tomas

Edited by a Casino Guru admin
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2 months ago

Dear liamccfcvarney,

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.

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1 month ago

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.

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