MyStake Casino - Player’s withdrawal is delayed due to bonus issues.

Hello,

my issue is the following:

I made a disposal of 35€ and activated a bonus of 35€ for a casino game. In the german description of the bonus it stated that i have to play 30 games with a maximum value of 5€ to realise the bonus when in realtity i have to wager 30 times the deposit+bonus, meaning 30 times 70. When i noticed this i tried to withdraw my 50€ (15€ from a previous deposit and 35€ from this one) which was refused because the bonus is still active. Then i played till the bonus was gone and i had exact 50€ on my balance and tried again just to be refused again. Since i cant withdraw or place any bets somewhere else i contacted the support. They told me that they can cancel the bonus but that my balance will be set to 0. So right now i have the "choice" to lose my 50€ for nothing to cancel the bonus or i have to gamble it in the casino, all because of a faulty translation on their site.

Im not a lawyer but im pretty sure that this cant be legal, considering i tried to withdraw BEFORE using the bonus at all and the Bonus had a faulty describtion in the first place.

Any ideas on how to proceed with this issue?

Dear FallenNefion,

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. 

• Could you please share the specific bonus you activated and played with the rules of the bonus visible?
• Were you able to check the wagering progress when playing with the bonus? Have you completed the
• Could you please share your interaction with the casino regarding the issue? 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

Dear FallenNefion,

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.