MyStake Casino - Os ganhos do jogador foram cancelados.

I deposit a lot of money, without them offering me a bonus. I contact the casino and they give me a €340 bonus. As I play in Spain and I'm Spanish, nowhere do I see that the maximum bets to make are €20, I make bets of €100 and managed to complete the wager (confirmed by live chat) and have a profit of more than €250,000! !! The next day, logically all that money disappears from my account alleging that I did not meet the conditions of the bonus. They offer me €7,500 that I accept to withdraw, but that is not the solution

Depósito bastante dinero, sin que ellos me ofrezcan bono. Me pongo en contacto con el casino y me dan un bono de 340€. Como juego en España y soy español, por ningún lado veo que las apuestas máximas para realizar son de 20€, hago apuestas de 100€ y logró completar el wager( confirmado por chat en vivo ) y tener un beneficio de más de 250.000€ !!! Al día siguiente, lógicamente todo ese dinero desaparece de mi cuenta alegando que no cumplí las condiciones del bono.Me ofrecen 7.500€ que acepto para retirar, pero esa no es la solución

Dear Lettes87,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Could you please specify which bonus was in play? Would you be so kind as to send us a link?

If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

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

Best regards,

Kristina

Cash Back Bonus, I sent you an email to the address described above, thank you very much

Cash Back Bonus, te envié un email a el correo antes descrito, muchas gracias

Thank you very much Lettes87 for your reply. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Lettes87,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite MyStake Casino to the conversation to participate in the resolution of this complaint.

Hello Peter, 

In regards to that matter, we would like to provide all the information. Lettest87 got 340 euros as a loyalty cashback bonus. We value our users and offer a 10% cashback bonus on any deposit losses that occur within a month in order to increase their enjoyment of using our website. 

According to the bonus requirements, only 5x of the bonus amount is withdrawable from the wins. It means he could only withdraw 1700 EUR. Moreover, the player violated the rule which referred to the maximum bet (20 EUR). Some of his bets exceeded the limit, and that caused him to win a lot more money. 

The just course of action would be to forfeit all of the winnings and credit the money back, allowing him to wager the bonus once more in accordance with the bonus rules. However, we always prioritize customer satisfaction. Thus, Mystake team decided to grant him 7,500 euros as a gesture of goodwill. You may find it strange, but our brand always tries to meet the expectations of the players. Some users receive special gifts from the Loyalty team from time to time. Since he won more than 250K, which rarely happens, they made that exception for him. 

Considering the facts, we don’t understand the reason for the complaint. We allowed him to withdraw even more than the amount of cash back bonus permitted. 

I hope these details will be helpful in resolving the case.

Best regards,

Hi Pedro, now I will explain my part since it seems that the Casino only has one version. First it was me who asked for some kind of money to play since I deposited € 3400, they offered it to me, € 340. The girl for the live chat at no time told me that it was a bonus, otherwise I would not have bet. During my bets I complete the bonus without problems, I keep talking through the live chat and they tell me that there is no problem.

How I am Spanish and My Stake offers Spanish on its page by no side do I see in the terms and conditions such requirements. In fact everything that happened is already in the hands of Lawyers in Curaçao since I have all the evidence so that I can finally receive my 254k. Logically it is a lot of money so that a Casino does not put problems to pay....

AttCarlos

Hi all,

Thank you for your replies.

Dear MyStake Casino team,

Let me ask you some questions. 1. Did the cashback bonus come with full terms? 2. When exactly was it activated and when was it finished? 3. Could you please send the player's game history to my email address (peter.m@casino.guru)?

Hello Lettes87,

Our regular bonuses are published in the category of promotions.

Each bonus has its own terms and conditions, which can be found here - https://mystake.com/en/static/promos

We are talking about a 10% loyalty deposit bonus. You could anytime check the bonus rules in English and Spanish too.

The casino was not obliged to pay you even 7500 EUR. The bonus rules clearly state that the maximum withdrawal amount is 5x of the bonus money.

Please understand that the money you won was generated from a cashback bonus, which has its own wagering requirements. The fact that you didn't know about the rules will not change the outcome.

Thank you MyStake Casino team for your reply. Could you please forward the player's game history to my email address (peter.m@casino.guru)?

Hello Peter,

The requested document is sent to your email address.

Regards,

Thank you MyStake Casino team,

I have one last question. When and what time exactly was the bonus activated and what time was it finished? I couldn't find this information in the game history.

Hello Peter,

The bonus was activated on 19.07.2022 at 17:10 GMT

It finished on 19.07.2022 at 18:29 GMT

Best regards,

Thank you MyStake Casino team for the information.

Dear Lettes87,

Based on the available evidence, I'm afraid I can't help you with this one. Every bonus comes with limitations and the bonus you played with was no different. I understand it is very frustrating to see €256,000 get canceled but the maximum you could win was €1,700. Secondly, the maximum bet rule was broken multiple times so eventually, you weren't eligible for any winnings at all. The casino made a gesture of goodwill here and is offering you €7,500. However I look at it, unfortunately, it's the best you can do.

Dear Lettes87,

Unfortunately, as stated above, I can't help you with your complaint and are forced to reject it. Thank you for using the Casino Guru complaint resolution center. I wish I could help you more.

Best regards,

Peter