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This casino withdrew 1090 euros from my account, claiming that the winnings exceeded the possible winnings from a bonus. However, I did not use any bonus, and I have screenshots showing that I deposited 200 euros and gradually increased my balance to 1090 euros without any type of bonus.

este casino me retiró 1090 euros de mi cuenta diciendome que las ganancias excedian las ganancias posibles procedente de bono, cuando yo no habia usado ningun bono, y tengo capturas de haber ingresado 200e y haciendo apuestas llegar poco a poco a los 1090euros sin ningun tipo de bono

Dear karpint,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Are you sure you didn't activate any bonuses while making a deposit?
• Could you please post a screenshot of your bonus history here?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

They gave me a bonus on Saturday or Sunday morning with which I played (I already had 500 of mine in mind) and their bonus was 45. But as I said, I made several bets and lost quite a few (so the bonus money also I would lose it) and as I told you in the first message. On Monday at 8 in the morning I had 0 euros in my account, and I had to make a deposit of 200 and with them I got the 1090 euros that they took from me. I have written to them on several occasions saying that please tell me which legal system they are affiliated with to file a complaint and they have ignored me. I think it would be good if they intervened here to see what they say. Their first responses were arrogant and they closed my chat conversations without the option of reply.

me dieron un bono el sabado o domingo por la mañana con el cual jugue (yo tenia ya en cuenta 500e mios) y su bono fue de 45. pero como os digo hice varias apuestas y perdi bastantes (con lo que el dinero del bono tambien lo perderia) y como os he dicho en el primer mensaje. el lunes a las 8 de la mañana tenia 0 euros en cuenta, y tuve que hacer un ingreso de 200 y con ellos conseguí los 1090 euros que me quitaron. los he escrito en varias ocasiones diciendo que por favor me digan a que sistema juridico estan adscritos para poner una denuncia y me han ignorado. Creo que seria bueno que intervinieran por aqui a ver que dicen. Sus primeras contestaciones fueron prepotentes y me cerraban las conversaciones del chat sin opcion a replica

I have requested on more than 5 occasions that you please tell me who I can contact externally to file a claim and they ignore me.

He solicitado en más de 5 ocasiones que por favor me digan a quien puedo dirgirme de manera externa para poner una reclamación y pasan de mi

Thank you very much for your reply, karpint. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I just forwarded you an email, with the thread of the conversation that "I have had with them", however I have sent them more than 10 messages in which I indicated that I want them to tell me which external company to go to to mediate and they have always ignored me . I think the best thing is for a member of them to enter the chat and show that I got that money with bonus money

acabo de reenviarte un email, con el hilo de la conversacion que "he tenido con ellos" no obstante los he mandado mas de 10 mensajes en los que le indico que quiero que me digan a que empresa externa acudir para mediar y siempre me han ignorado. creo que lo mejor es que un miembre de ellos entre al chat y demuestre que ese dinero lo conseguí con dinero del bono

AS I HAVE INDICATED TO YOU, ON SUNDAY WHEN I REQUESTED A BONUS WITH THEM (I DON'T KNOW IF 20-30 EUROS) I HAD 500 EUROS OF MINE IN ACCOUNT, WHO DETERMINES WHICH WON AND LOST BETS I GOT OR LOST WITH THE BONUS MONEY AND WHICH WITH ME MONEY?? HOWEVER, ON MONDAY AT 8 IN THE MORNING I HAD 0 EUROS IN ACCOUNT (AS YOU SEE IN THE CAPTURES) I INCOME 200 EUROS AND WITH THAT MONEY I MANAGED TO REACH THE AMOUNT THEY WITHDRAWN FROM ME

COMO OS HE INDICADO, EL DOMINGO CUANDO YO SOLICITÉ UN BONO CON ELLOS (NO SE SI 20-30 EUROS) YO TENIA EN CUENTA 500 EUROS MIOS, QUIEN DETERMINA QUE APUESTAS GANADAS Y PERDIDAS CONSEGUI O PERDI CON EL DINERO DEL BONO Y CUALES CON MI DINERO?? NO OBSTANTE, EL LUNES A LAS 8 DE LA MAÑANA YO TENIA 0 EUROS EN CUENTA (COMO VEIS EN LAS CAPTURAS) INGRESO 200 EUROS Y CON ESE DINERO CONSIGO LLEGAR A LA CANTIDAD QUE ME RETIRAN

Thank you very much, karpint, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi karpint,

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.

I see that they make the same case that they made to me….

Veo que hacen el mismo caso que me hicieron a mi….

Hello,

The user has a 10% loyalty cashback bonus according to it the user can withdraw only 5x of the bonus from the winnings, e.g. the user was able to withdraw 225 EUR. However, as the user had a balance of 550 EUR before activating this one, we enabled it to withdraw 800 EUR (more than the sum of these amounts).

We will send you proof regarding that issue.

Kind regards

And what are you going to try with money, I won the bets? With the money from the hype or with the money you already had?

Because when you lose several bets it is assumed that the first thing you lose is the bonus money and therefore it remains at zero.

However, in the morning when I deposited 200 euros... my account was at zero... and it reached 1090 euros.

But like I said. When I had 550 euros of mine and 45 as a bonus….

1) because when I reached 225 euros, which was 5 times the bonus, they didn't take away the excess amount and did they let me continue betting?

2) several bets were made that were lost!!! The bonus money is supposed to be the first thing you lose, right? And therefore the bonus should have been deactivated.

y con que vais a probar con dinero gané las apuestas?? Con el dinero del bomo o con el dinero que ya tenia?

porque al perder varias apuestas se supone que lo primero que se pierde es el dinero del bono y por lo tanto este se queda en cero.

No obstante por la mañana cuando yo ingreso 200euros…mi cuenta estaba a cero…y llego a 1090euros.

Pero como he dicho. Cuando tenia 550 euros míos y 45 de bono….

1) porque al llegar a 225 euros que era 5 veces el bono no me quitaron la cantidad sobrante y Si me dejaron seguir apostad?

2) se realizaron varias apuestas que se perdieron!!! Se supone que el l dinero del bono es lo primero que se pierde no? Y por lo tanto el bono debería de haberse quedado desactivado.

Thank you Mystake Casino team for your email. Let's take a look at the timeline.

1. On 12.07.2024 at 18:12 the player made a deposit of €200, played with the funds and reached €550.
2. On 14.07.2024 05:44 the bonus of €45 with a 5x max cashout was activated and played
3. On 16.07.2024 07:51 there was a withdrawal of €800 (that equals to 5x€45 + €550)
4. 16.07.2024 08:41 there was a "Admin CashDesk Withdraw" of €1090,11

I have the following questions:

1. When was the wagering of the bonus finished?
2. What happened after the bonus was wagered? Were the winnings capped automatically and did the funds (€225) go to the real money balance with the €550?
3. What is "Admin CashDesk Withdraw" of €1090,11?

Those 1090 euros were what they took directly from me…

Esos 1090 euros fue lo que me quitaron directamente….

I have sent them several emails to reach an amicable agreement for everyone... but they do not even answer the emails.

Yo los he mandado varios email para llegar a un acuerdo amistoso para todos…pero directamente ni contestan a los email

Hello,

1. We don't have an exact time but the bonus was activated on 14-07-2024 and wager on this day approximately.
2. Yes, these winnings turned into real money balances with the current one.
3. It is a deducted amount which has been done manually.

Kind regards

Dear Mystake Casino team,

What do you mean by "we don't have an exact time"? You do have the player's game history, correct? If the winnings were capped correctly and the funds were added to the player's real money balance after the wagering was finished, and the player continued playing with these funds, they should get paid in full.

I HAVE TRIED TO SAY THE SAME IN SEVERAL EMAILS AND THEY DO NOT RESPOND CLEARLY. THEY DID NOT LIMIT MY WINNINGS, NOR DO THEY TELL ME THAT WITH THE LOST BETS WHICH MONEY WAS LOST, WHETHER THE BONUS MONEY OR MY REAL MONEY... THEY CLOSED THEIR END AND THERE IS NO WAY....

ESO MISMO LOS HE INTENTADO DECIR EN VARIOS CORREOS Y QUE NO CONSTESTAN DE MANERA CLARA. NI ME LIMITARON LAS GANANCIAS, NI ME DICEN QUE CON LAS APUESTAS PERDIDAS QUE DINERO ERA EL QUE SE PERDIA SI EL DEL BONO O EL DE MI DINERO REAL...SE CIERRAN EN BANDA Y NO HAY MANERA....

AND I AGREE TO REACH A FRIENDLY AGREEMENT WITH THEM...

Y ESO QUE ESTOY DE ACUERDO EN LLEGAR A UN ACUERDO AMISTOSO CON ELLOS...

Hello Peter,

We meant that we don't have an exact time when the bonus wagered fully, we have game history of course.

The user's balance post-bonus activation was 550 EUR, which has been increased by 45 EUR. The user continued to play and earn winnings using the bonus money. Therefore, following our terms, these winnings should be detected, and we have maintained the user's initial balance and a 5x winning amount as a rule.

Kind regards

You are saying it yourselves. I had a balance of 550 euros, and once I added or just reached the maximum with the bonus... the rest that I continued to get was with the money that I already had in my account!!!

Vosotros mismos lo estáis diciendo. Que yo tenia de saldo 550euros, y una vez se me añadió o acabe de conseguir el máximo con el bono….lo demás que seguí consiguiendo fue con el dinero que yo ya tenía en mi cuenta!!!

I HAD €550 IN MY ACCOUNT (YOU RECOGNIZE IT), AND YOU GAVE ME A BONUS OF €45 (YOU CAN ALSO SEE IT)

AFTER PLAYING ON YOUR WEBSITE... THIS BONUS WAS MULTIPLIED BY 5 (WHICH IS THE MAXIMUM)

BUT AT NO TIME ARE ANY OF THESE THINGS DONE:

-LIMIT THAT YOU CAN CONTINUE BETTING

-YOU LOSE SEVERAL BETS WHILE PLAYING (WHAT MONEY AM I LOSING WITH THOSE BETS, THE BONUS MONEY OR MY REAL MONEY (550 EUROS))

-WHEN I PLACE BETS, WHAT MONEY AM I PLAYING WITH, MY REAL MONEY (550e) OR BONUS MONEY?

- SO YOUR MISSION IN ANY CASE IS TO HAVE LIMITED ME FROM CONTINUING BETTING AND NOT LET ME CONTINUE PLAYING UNTIL I GET 1090 EUROS AND THEN TAKE THEM AWAY FROM ME.

THEREFORE, IN ORDER TO REACH A FRIENDLY SETTLEMENT WITH YOU, I AM WILLING TO ACCEPT 600 EUROS AND LEAVE THIS DISPUTE AMICABLE

TENÍA 550 € EN MI CUENTA (LO RECONOCES), Y ME DAS UN BONO DE 45 EUROS (TAMBIÉN PUEDES VERLO)

DESPUÉS DE JUGAR EN TU SITIO WEB... ESTE BONO LO MULTIPLICÓ POR 5 (QUE ES EL MÁXIMO)

PERO EN NINGÚN MOMENTO SE HACE NINGUNA DE ESTAS COSAS:

-LÍMITE QUE PUEDES SEGUIR APOSTANDO

-PIERDES VARIAS APUESTAS MIENTRAS JUEGAS (QUÉ DINERO ESTOY PERDIENDO CON ESAS APUESTAS, EL DINERO DEL BONO O MI DINERO REAL (550 EUROS)

-CUANDO HAGO APUESTAS, ¿CON QUÉ DINERO ESTOY JUGANDO CON MI DINERO REAL (550e) O DINERO DE BONIFICACIÓN?

- ASÍ QUE ES TU MISIÓN EN CUALQUIER CASO, HABERME LIMITADO PARA SEGUIR APOSTANDO Y NO HABERME DEJADO SEGUIR JUGANDO HASTA QUE CONSIGA 1090 EUROS Y LUEGO QUITÁRMELOS.

POR LO TANTO, PARA LLEGAR A UN ACUERDO AMISTOSO CON USTED, ESTOY DISPUESTO A ACEPTAR 600 EUROS Y DEJAR ESTA DISPUTA DE MANERA AMISTOSA

Dear Mystake Casino team,

I still don't understand how it is possible to operate a casino without knowing when the wagering of a bonus was finished. Is the capping of winnings based on a lucky guess? If the funds were capped once and turned into real money, there should be no more caps for the winnings as the winnings were made with real money funds. This is the reason why the player should get paid in full, otherwise the complaint will become unresolved.

Hello,

We understand this matter and we are willing to refund the user fully.

Kind regards

I accept. But they should indicate when they are going to pay it and until they pay it… nothing is closed.

Yo acepto. Pero que indiquen cuándo lo van abonar y hasta que no lo abonen… que no se cierre nada

WHEN I HAVE THEM DEPOSITED INTO THE ACCOUNT, I WILL WARN YOU, TELL THEM TO REFUND IT

CUANDO LOS TENGA INGRESADOS EN LA CUENTA, OS AVISO, DECIRLOS QUE LO REEMBOLSEN

Thank you MyStake Casino team for reconsidering.

Dear karpint,

Please let me know when you receive your funds.

Please tell mystake to proceed with the payment... otherwise...

Indicarles vosotros a mystake que proceda a hacer el pago….xk sino….

Me responden esto al solicitarlos que me devuelvan el dinero…. Sabía lo que iba a pasar….

Hello, 

Thank you for reaching out!

Please describe your complaint in detail including the following information:

Name:

Player ID:

Player email address (connected to the player account):

Disputed Amount:

Currency:

Explain what the website has done wrong in your opinion and why:

Date and time:

Kind regards,

Tessa / support agent

What they had to do was pay me 100 euros more for each day that they didn't pay... you'll see how the story would end for them.

Lo que tenían que hacer es pagarme 100euros más por cada día que no paguen…verás como se los acababa el cuento

I'VE BEEN TRYING TO TALK TO THEM THROUGH CHAT ALL DAY, AND THEY CLOSE ME WITHOUT ANSWERING, THEY DON'T TELL ME ANYTHING THROUGH EMAIL EITHER... IT'S A SHAME...

LLEVO TODO EL DIA INTENTADO HABLAR CON ELLOS POR EL CHAT, Y ME LE CIERRAN SIN CONTESTAR, POR EL CORREO TAMPOCO ME DICEN NADA.... ES UNA VERGUEZA...

Dear MyStake Casino team,

What needs to be done for the player to receive his funds?

Hello,

The user has already been fully refunded and can use the balance as he desires.

Kind regards

Money received

Dinero recibido

Dear karpint,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Peter