The player from Argentina was unable to play games due to an active bonus and sought assistance to cancel it, as there wasn't an immediate opt-out option. This issue also prevented him from making withdrawals. We attempted to assist by requesting further details and suggesting direct communication with the casino. However, due to the player's lack of response to our inquiries, we were unable to proceed with the investigation or provide potential solutions. The complaint was consequently rejected.
MyStake Casino - Player unable to cancel active bonus.
Amount: $8,400 ARS
MyStake Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.6
MyStake Casino has a Safety Index of 8.6, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
11 months ago
Public
Public
12 months ago
Translation
I can't play any games because it tells me that I have an active bonus, and I want to cancel it but it doesn't give me any option, I can't even withdraw the amount I have, I would appreciate some assistance so I can continue playing!
Automatic translation:
Public
Public
12 months ago
Dear aleezesan95,
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.
- Could you please advise if you activated any bonus when placing your last real money deposit?
- Have you tried to communicate this issue with the casino directly?
If there’s any relevant communication, please forward it along with a screenshot of your bonus history to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Public
Public
12 months ago
Translation
So how do I get that bonus? I want to continue playing but I can't do anything, neither play nor withdraw money!! Give me a help.
Automatic translation:
Public
Public
11 months ago
Have you tried to communicate this issue with the casino directly, please?
Public
Public
11 months ago
Dear aleezesan95,
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.
Public
Public
11 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
