MyStake Casino - Player unable to deactivate accidental bonus.

Hello, I have a problem. A bonus was activated and I can't manually deactivate it. I would like to know if you can deactivate it for me from your end, as it's preventing me from playing the slots and mini-games. Let me explain how this happened. I deposited 7500 pesos, and was given a bonus that I accidentally accepted. I didn't want it... Now it won't let me withdraw my money or even play.

Dear alberto87nieves,

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 regarding the issue and asked them to deactivate the bonus? What response have you received?

Thank you very much in advance for your reply.

Best regards,

Tomas

Hello, good if you haven't given me an answer yet.

Thank you for your response.

Have you contacted casino support via support@mystake.email ? Please send me the communication between you and the casino to my email at tomas@casino.guru

Have you started spending money playing in the casino, or is your balance in the account untouched?

Dear alberto87nieves,

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.