MyStake Casino - Der Spieler beschwert sich, dass er keinen Cashback-Bonus erhalten hat.

Everything was fine! , They promote a mini-game tournament on telegram , I win first place and they give me the first prize which was 200usd in a bonus , they force me to activate it since I repeatedly told them that it was unfair that they give it to me as a bonus , I accepted and lost it . Now that they give the retroactive in crypto of the loads of the month, they tell me that they cannot deliver it to me because of the BONUS that they themselves forced me to activate in order to withdraw my prize. I have a total of 424.98 USD deposited in the month, therefore the retroactive would have to be 42.49 USD, giving me the answer that they could only give me a bonus of 5 dollars. It is totally unfair because I win everything in good law, I have captured the chats, it does not let me upload more, they ask me for anything. I hope you can help me, thank you very much

Venia todo bien ! , Promocionan un Torneo de minijuegos en telegram , Gano el primer puesto y me dan el primer premio que eran 200usd en un bonus , me obligan a activarlo ya que le dije reiteradas veces que era injusto que me lo den en bonus , Acepte y lo perdi . Ahora que dan el retroactivo en cripto de las cargas del mes , me dicen que no me lo pueden entregar por el BONUS que ellos mismos me obligaron a activar para poder retirar mi premio . Tengo un total de 424.98 USD depositados en el mes , por lo tanto el retroactivo tendria que ser de 42.49 USD , dándome como respuesta que sólo me podían dar una bonificacion de 5 dólares . Es totalmente injusto por que gane todo en buena ley, tengo captura de los chats , no me deja subir más , cualquier cosa me piden . Espero que me puedan ayudar , muchas gracias

Dear Guido222,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you redeemed any cashback bonus from this casino in the past? What was the exact reason why a promotional offer couldn’t have been applied to your account? Have you tried to communicate this issue with casino? If there’s any relevant communication, please forward it to petronela.k@casino.guru.

Meanwhile, please understand, that we can’t penalize the casino for not giving you a bonus automatically.

Thank you in advance for your reply and I hope we will be able to help you as soon as possible.

Best regards,

Petronela

Nope! Never activate anything, only activate it for the reason that you clarify, they will promote a tournament on telegram and they gave me the bonus prize (200 usd). Nowhere was it clarified, I begged them that I did not want to activate it, that if I had won it I would have to have it available. It is unfair to have to make $ 3,500 to collect something that I earn in good law . Based on this, it is the reason why they do not give me the retroactive 10% for deposits in cryptocurrencies, moreover, I just looked at the page and nowhere in the retroactive announcement does it say that it is canceled due to bonus activation, I find it very unfair. And if I'm so wrong, why do they offer me a "bonus" of 5 dollars? When do I get 42 dollars? I tried to communicate with xhat live and the only thing they offered me was that... thanks for answering, it seems very unfair to me, I hope it reaches something

No! Nunca active nada , solamente lo Active por el motivo que aclare , promocionarán un Torneo en telegram y me dieron el premio en bonus (200 usd) . En ningún lado estaba aclarado , les rogué que no lo quería activar , que si lo había ganado lo renia que tener disponible . Es injusto tener que hacer 3500 dólares para cobrar algo que me gane en buena ley . En base a esto es el motivo por el cual no me dan el retroactivo del 10% por depósitos en criptomonedas , es más, me acabo de fijar en la página y en ningún lugar del anuncio del retroactivo dice que se cancela por activación de bonus , me parece algo muy injusto. Y si estoy tan equivocado , por que me ofrecen un "bonus " de 5 dólares? Cuando me corresponden 42 dólares?.intenté comunicarme con el xhat en vivo y lo unico que me ofrecieron fue eso... gracias por responder , me parece algo muy injusto , espero que llegue a algo

He added that it is not that I am seeking to penalize the casino for not giving me a bonus, but that they deceive people, I am trying to claim what was due me, simply that, the bases and conditions of the things that I participate. The telegram tournament at no time makes it clear that they gave you the bonus prize. I have a screenshot of that too. Now I add it.

And in the announcement of the retroactive of the deposits it does not make clear either that it is deactivated when activating a bonus.

Agregó que no es que estoy buscando penalizar al casino por no darme una bonificacion , sino que engañan a la gente, estoy tratando de reclamar lo que me correspondía, simplemente eso , las bases y condiciones de las cosas que partícipe . El torneo de telegram en ningún momento aclara que te daban el premio en bonus. Tengo captura de eso también. Ahora la agrego .

Y en el anuncio del retroactivo de los depósitos tampoco aclara que se desactiva al activar un bonus .

Thank you, Guido222, for your reply. I have checked the promotional offer rules and this is what I found (here):

"How is your cashback calculated?

All of your crypto deposits of the month will be added up and your cashback will be 10% of your losses.

Ex: If you deposited the equivalent of 500€ in Bitcoin and lose, you will then receive 50€ as Cashback! 

Any prior bonus amount claimed for the crypto deposit will be subtracted from the cashback amount!

How to claim your cashback?"

Please understand that if the winnings of the tournament have been added to your casino account as bonus money, it would be deducted from the crypto Cashback value in the end. Additionally, your cashback is calculated from losses (not deposits solely). Could you please advise if you had any successful withdrawals during that specific month?

Dear Guido222,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.