MyStake Casino - Player wishes to cancel the bonus.

Hello. I activated a bonus at Mystake casino, by mistake, and I don't want to use it, I want to cancel that bonus, it won't let me cancel it or bet, I need help to cancel that bonus, or some help.

contacting the casino gives me the email does not exist

Dear tonafraire11,

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 a free bonus or if you deposited any funds into your casino account when activating it? Have you started the bonus wagering already? Was the bonus activated inside your account or you used a promotional code to activate it?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I deposited without the bonus, it came to me as a gift later and I entered and it was activated by itself or by mistake, the bonus didn't start because it doesn't let me bet it says can't make bet and I have 78 dollars, and I didn't start any bonus bet

Thank you very much, tonafraire11, for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.d@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello tonafraire11!

I will take care of your complaint from now on. Could you please be more specific about "contacting the casino gives me the email does not exist"?

I went ahead and contacted the customer support of MyStake Casino via live chat, and the operator told me that they are able to cancel the bonus in case you'd not like to use it. Please bear in mind, that any potential winnings with bonus money and bonus amount will be deducted from your balance in case, the bonus would be cancelled. Their live chat support is available 24/7, however it is not available in Spanish language.

I'd like to advise you to try to contact the live chat of the casino for the bonus to be cancelled and please inform me about the outcome of this process.

hello yes, when I contact my email it tells me that the email doesn't exist, I'm going to try contacting live casino thanks

The truth is that I don't know how to contact the live chat casino, I don't know if you could help me with that

Dear tonafraire11,

Here I have made 2 screenshots for you to help you locating the live chat feature on the website of MyStake Casino.

Since I haven't asked on which device you've been accessing the casino, I have included both desktop version and mobile version of the website. You have to look for the blue icon, in order to access the live chat, as highlighted on the screenshots:

Desktop version:

Mobile version:

If you'd have any further questions, please do not hesitate to contact me here in the complaint's thread.

Thank you very much

Hello tonafraire11!

Have you managed to contact the live chat support of MyStake Casino and resolve your request?

Hello, yes I was able to solve everything, thank you very much

Dear tonafraire11,

I am delighted to see the good news. Thank you for letting us know that your issue has been resolved. I will now mark this complaint as resolved in our system. Should you encounter any other issues with online casinos in the future, please do not hesitate to let us know, we are here to help.