MyStake Casino - Виграш гравця було конфісковано.

On September 7, 2022, I made a deposit of 188.07 USD and received a bonus. Then on September 9, 2022, I made a second deposit of 33.85 without a bonus and won 500 USD. And made a withdrawal. The casino canceled my withdrawal and deducted 467 USD from my balance due to violation of the rules. They left 33.13 on my balance. The casino also requested video verification. I took a video and sent everything as they asked. I confess, I used a prohibited strategy in the game with delaying the bonus rounds. I admit my guilt, but I appeal to the rules of the casino, which state that in such a case as my casino returns to the player the amount of the last deposits (not the last deposit, but the last deposits). That is, the casino grossly violates its own rules, which is unacceptable. My last two deposits are 33.85 and 188.07 USD. Therefore, I demand the return of my personal funds according to the rules of the casino in which I played. I am attaching screenshots of operations and rules.

Я 7.09.2022 я зробила депозит 188.07 USD і отримала бонус. Потім 9.09.2022 я зробила другий депозит 33.85 без бонуса і виграла 500 USD. І зробила виведення коштів. Казино відмінило моє виведення і списало з балансу 467 USD через порушення правил. Вони лишили на балансі в мене 33.13. Також казино запросило відеоверифікацію. Я зняла відео і відправила все як вони просили. Зізнаюсь, я використовувала заборонену стратегію по грі з відкладенням бонусних раундів. Свою провину визнаю, проте апелюю до правил казино, в яких зазначено, що в такому випадку як мій казино повертає гравцю суму останніх депозитів(не останнього депозиту, а саме останніх депозитів). Тобто казино грубо порушує свої власні правила, що неприпустимо. Два моїх останні депозити 33.85 і 188.07 USD. Тому вимагаю повернення моїх особистих коштів згідно з правилами казино в якому я грала. Скріншоти операцій і правил додаю.

Dear anikeeva213,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

But my winnings were debited from my account and they don't even want to return the amount of deposits. This is the problem.

Але мені списали мій виграш з рахунку і навіть не хочуть повертати сумму депозитів. В цьому проблема.

Oh! Do you understand what I'm talking about? The casino debited my winnings from my account and doesn't even want to return my deposits. Although it is indicated in the rules. I have added screenshots of deposits and withdrawals. Did you watch them at all?

Ау! Ви розумієте про що я кажу? Казино списало мій виграш з аккаунту і навіть не хоче повертати мої депозити. Хоча це в них вказано в правилах. Скріншоти з депозитами і зі списанням я додала. Ви взагалі їх дивилися?

Why don't you tell me?

Чому ви не вповідаєте?

Thank you for your reply, anikeeva213. Do I understand correctly that the casino confiscated also winnings accumulated with a raw deposit?

I did not understand your question. Explain what you mean. I described everything in the first post.

Я не зрозуміла ваше запитання. Поясніть що ви маєте на увазі. Я ж в першому пості все описала.

You can ask a specific question. I have been waiting for an answer for two weeks. WHAT exactly do you not understand?

Можете задати конкретне питання. Я вже два тижні чекаю відповіді. ЩО саме вам не зрозуміло?

Please understand that I don't speak or understand the Ukrainian language. All messages are translated via Google translate. I can read your message a thousand times, but I will not understand it, if the automatic translation is incorrect. Therefore, I must ask questions so that I can make sure I fully understand what is going on.

So - do I understand correctly that the casino confiscated your winnings of 500 USD? Did you accumulate these winnings without an active bonus?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Thanks.

Hello! Yes, the casino confiscated $467 from my account. The $500 win was already without an active bonus and I made a withdrawal.

Доброго дня! Так, казино конфіскувало 467 доларів США з мого рахунку. Виграш в 500 доларів був уже без активного бонусу і я зробила зняття коштів.

Hello! I'll tell you more. Please help me resolve the issue as soon as possible. First I made a deposit of $188 and took the bonus. Then I made a second deposit of $33 and won $500. But I did it in violation of the rules of the casino. I mentioned this in my first message to the casinoguru. I plead guilty. But I want to get back my deposits of $33 and $188. Since the casino rules state that in such a situation they return the amount of the last deposits (and not the last deposit).I look forward to a prompt reply.

Thank you very much anikeeva213 for your cooperation. 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 anikeeva213,

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,

The user breached our terms and conditions, specifically, "playing games with bonus money to build up in-game value, losing the bonus funds, and then cashing out on the built-up value during real-money play".

Consequently, such earnings were deducted. The player's balance remained at 33 USD. That's the last deposit the user made.

She can continue playing on our platform, however, the player will no longer be able to activate any bonus.

Best regards,

However, the rules clearly state that you must return the most recent AMOUNTS of deposits, not the last AMOUNT of the deposit

Hi all,

Thank you for your replies.

Dear MyStake Casino team,

In the first post, anikeeva213 stated that the breach of the bonus terms occurred when playing with the first deposit bonus. Why did you confiscate her winnings from the second deposit real money play?

Hello Peter,

The winnings were not from the second deposit. The player used the strategy we mentioned above. She activated First deposit bonus and played with it until reached zero balance and bonus got cancelled.

Then the user made the second deposit and get back to accumulated bonuses of the slots and win that money, when she didn't have wagering requirement. The winnings we confiscated were from the first deposit bonus.

Yes, everything is correct! But according to your rules you have to refund me all my last deposits, not just 1 last deposit. That's what it says in your rules. I am adding them for the third time.

Так, все вірно! Але згідно з вашими правилами ви маєте повернути мені всі мої останні депозити, а не лише 1 останній депозит. Так написано у вас в правилах. Я їх додаю вже третій раз.

Thank you MyStake Casino team for the clarification.

Dear anikeeva213,

I'm afraid since you played your balance down to zero when playing with the bonus, you are not eligible for a refund of all your deposits. Regarding the term you mentioned:

"In all cases provided in this clause, the Company may at its sole discretion terminate the Account due to suspicion of fraud and refund back the last deposited amounts minus 20% of that amount charged as a transaction fee."

It states that the company may terminate your account. However, your account is not terminated, you can still play but you can't play with bonuses. Unfortunately, there's nothing we can do to help you with this one and your complaint will be rejected. The casino acted correctly. I wish I could be of more help.

Best regards,

Peter