MyStake Casino - Der Spieler erkundigt sich nach seinen Casino-Gewinnen.

Yesterday I made my first casino deposit in the amount of $30, then used the bonus on the mini games, which was successful and completed. Naively I continued to play and lost all my winnings. To recover I made a new deposit of 25 dollars, on the second deposit I activated the 100% bonus on slots which required 30 bets, but these bets were not counted and I made many more. Now aware of having squandered money, I decided to pay another 30 dollars to be able to withdraw the money, but I have an active bonus and cannot withdraw. I would like to deactivate the bonus but I also strongly suspect that the money used for slot bets was mine and not the bonus money and therefore I lost the first 25 dollars.

ieri ho effettuato il primo deposito sul casinò per un importo di 30 dollari, ho poi utilizzato il bonus sui mini giochi, che è andato a buon fine venendo completato. Ingenuamente ho continuato a giocare perdendo tutte le vincite. Per recuperare ho effettuato un nuovo versamento da 25 dollari, sul secondo deposito ho attivato il bonus del 100% sulle slot che richiedeva 30 puntate, ma queste puntate non mi sono state conteggiate e ne ho effettuate molte di più. Ormai cosciente di aver sperperato soldi ho deciso di versare altri 30 dollari per poter effettuare il ritiro del denaro, ma ho il bonus attivo e non posso ritirare. vorrei disattivare il bonus ma ho anche il forte sospetto che i soldi usati per le puntate alle slot siano stati i miei e non quelli del bonus e che quindi io abbia perso i primi 25 dollari.

Dear lorenzomazza20,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.  Could you please confirm this is the bonus that is currently active on your account? Do I understand correctly you weren't able to reach support in order to learn whether you'll be able to withdraw your winnings?

Which games have you played? Were you able to confirm whether the win comes from a bonus balance or your real balance?

Looking forward to hearing from you.

Best regards,

Tomas

Dear lorenzomazza20,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.