MyStake Casino - Виграш гравця затримується через активований бонус.

I won €450, a bonus appeared, and I accidentally activated it. It credited me with €25, but now I can’t withdraw the €450 I won unless I spin the slots. I need to cancel it; they can even take back their €25, at least so I can proceed.

Ho vinto 450€, mi è apparso un bonus e per sbaglio l'ho attivato e mi ha accreditato 25€ solo che ora non posso prelevare i 450€ vinti se non spinno le slot, io devo annullarlo possono anche riprendersi i loro 25€ almeno posso procedere

Dear sicksydebaby,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you're facing with your withdrawal.

To better assist you, could you kindly provide more information regarding the following:

• When the bonus was activated, were you given any terms and conditions related to it, such as wagering requirements or restrictions on withdrawing winnings?
• Did you receive any specific communication from the casino explaining why you cannot withdraw the €450 unless you spin the slots?
• Have you attempted to contact the casino’s support team about canceling the bonus or withdrawing the €450 without the requirement to play further? If so, what was their response?

Please feel free to forward any relevant communication or documents to petronela.k@casino.guru so we can proceed with investigating your case.

Your cooperation is crucial for us to proceed with the case. Without your input, we won’t be able to fully assess the situation or engage with the casino effectively to help resolve it.

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

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear sicksydebaby,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player to our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.