MyStake Casino - Player unable to bet due to an activated bonus.

Hello, I'm not sure if this is the right place to leave my complaint, but the issue is that I accidentally accepted a bonus and now I'm unable to place bets. I would like to have my money activated and remove the bonus, so I can use my own funds for playing. In total, I have 8600 pesos and I would like to be able to use it, please.

Dear sosapablo44944015,

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 contacted casino support and asked for the removal of the bonus?
• Have you received any response regarding the issue?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Tomas, eh, I didn't make a complaint with the casino support and I don't know what to do and I would like to eliminate that bonus and spend my money, please.

I am sorry but at this stage, you'll need to contact casino support first and ask them for help. Only if they won't be able to help you to your satisfaction, will we try to intervene.

Contact the casino support and ask them to remove the bonus.

Please let me know about the result.

Dear sosapablo44944015,

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.