The player's unable to withdraw as he claimed an unwanted bonus. The complaint was rejected as the player stopped responding.
MyStake Casino - The player's unable to withdraw.
Amount: €800
MyStake Casino
Safety Index:HighSafety Index
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
I loaded 200 euros and playing the minigames of the mystake platform I got to 500. then I unconsciously activated a bonus related to sports bets and I was credited with 35 euros, not giving importance to the bonus constraints I continued to play the minigames and I arrived to 800. wanting to withdraw I was unable to do so since I had the bonus activated, I ask the assistance and they tell me that if I want to cancel the bonus, even though the progress bar is at 0, my capital will go to 0 and they will not be removed only the 35 euros they gave me. And they tell me that to unlock the withdrawal I have to bet on sports bets, on 2 matches at a time with a minimum odd of 1.40 per match, the deposited capital and the bonus amount 7 times respectively. once this is reported, I do a test and deposit 30 euros and a window pops up above the bonus bar that tells me that out of the 30 deposited, 10.50 returned to me which cannot be taken because the bonus is active but the progress bar is still at 0 .if you can help me you would do me a big favor I'm crazy.
Automatic translation:
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2 years ago
Hello nicoloferro13,
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.
Did you take any bonus in the past from the casino? Was your balance before taking the sport bonus entirely made of real balance or bonus money too? Did you do any bet since you have the bonus on any sports game?
Looking forward to your answer.
Regards,
Nick
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2 years ago
Translation
Thanks for the answer but I solved it, now I have another problem regarding the withdrawal, I should withdraw 1800 but they canceled the withdrawal telling me to email the cards with which I deposited, and I deposited with both my card and that of my friend, now we have sent him the photos and I await reply
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2 years ago
Hello nicoloferro13,
Do I understand it correctly that you have deposited with your friend's card as well? Do the casino allows you to verify it as it is a very strict policy that you can use only your own funds and payment method in order to play in a casino or withdraw any winnings.
