The player from Italy had deposited €5 in BTC but was unable to play due to an activated bonus that she could not cancel. Furthermore, despite having sent documents for withdrawal that were accepted, she was still unable to withdraw her funds. The issue was resolved by the Complaints Team rejecting the complaint due to the player's lack of response to follow-up questions, which limited further investigation.
MyStake Casino - Player struggles with withdrawal and bonus issues.
Amount: ??
MyStake Casino
Safety Index:Very highSafety Index
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9.2
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 weeks ago
Public
Public
1 month ago
Translation
Hello, I opened my account and deposited €5 in BTC, but a bonus was activated and it isn't allowing me to play. Additionally, I can't cancel the bonus. Moreover, I sent my documents for withdrawal, and it says they have been accepted, but I am still unable to make a withdrawal.
Automatic translation:
Public
Public
1 month ago
Hello fontanaalessia766,
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.
- What kind of bonus did you receive?
- Which withdrawal methods are available to you?
- Did you contact the casino to cancel the bonus or to ask them about the unavailable withdrawal?
Looking forward to your answer.
Regards,
Nick
