MyStake Casino - El jugador no puede retirarse.

I loaded 200 euros and playing the minigames of the mystake platform I got to 500. then I unconsciously activated a bonus related to sports bets and I was credited with 35 euros, not giving importance to the bonus constraints I continued to play the minigames and I arrived to 800. wanting to withdraw I was unable to do so since I had the bonus activated, I ask the assistance and they tell me that if I want to cancel the bonus, even though the progress bar is at 0, my capital will go to 0 and they will not be removed only the 35 euros they gave me. And they tell me that to unlock the withdrawal I have to bet on sports bets, on 2 matches at a time with a minimum odd of 1.40 per match, the deposited capital and the bonus amount 7 times respectively. once this is reported, I do a test and deposit 30 euros and a window pops up above the bonus bar that tells me that out of the 30 deposited, 10.50 returned to me which cannot be taken because the bonus is active but the progress bar is still at 0 .if you can help me you would do me a big favor I'm crazy.

ho caricato 200 euro e giocando ai minigiochi della piattaforma mystake sono arrivato a 500. successivamente ho attivato incoscientemente un bonus riguardate le scommesse sportive e mi sono stati accreditati 35 euro, non dando importanza ai vincoli del bonus ho continuato a giocare ai minigiochi e sono arrivato a 800. volendo prelevare non ci sono riuscito dato che avevo il bonus attivato, chiedo all'assistenza e mi dice che se voglio annullare il bonus, pur essendo la barra di avanzamento a 0, il mio capitale andrà a 0 e non mi verranno tolti solo i 35 euro che mi hanno dato. E mi dicono che per sbloccare il prelievo devo puntare su scommesse sportive, su 2 match per volta con quota minima rispettivamente di 1.40 per match, il capitale depositato e l'importo del bonus 7 volte. una volta riferito ciò faccio una prova e deposito 30 euro e mi spunta una finestra sopra la barra del bonus che mi dice che sui 30 depositati mi sono tornati 10.50 non prendibili perchè c'è il bonus attivo ma la barra di avanzamento è ancora a 0. se mi potete aiutare mi fareste un grande favore sto impazzanedo.

Hello nicoloferro13,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with MyStake Casino. Please allow me to ask you a few more question before we would move forward.

Did you take any bonus in the past from the casino? Was your balance before taking the sport bonus entirely made of real balance or bonus money too? Did you do any bet since you have the bonus on any sports game?

Looking forward to your answer.

Regards,

Nick

Thanks for the answer but I solved it, now I have another problem regarding the withdrawal, I should withdraw 1800 but they canceled the withdrawal telling me to email the cards with which I deposited, and I deposited with both my card and that of my friend, now we have sent him the photos and I await reply

Grazie della risposta ma ho risolto, ora ho un'altro problema riguardante il prelievo, dovrei prelevare 1800 ma mi hanno annullato il prelievo dicendomi di inviare via email le carte con la quale ho depositato, e ho depositato sia con la carta mia che con quella del mio amico, ora gli abbiamo inviato le foto e attendo risposta

Hello nicoloferro13,

Do I understand it correctly that you have deposited with your friend's card as well? Do the casino allows you to verify it as it is a very strict policy that you can use only your own funds and payment method in order to play in a casino or withdraw any winnings.

Dear nicoloferro13,

We haven't hear from you in a while. Please note that the complaint will be rejected if we won't get any respond within the next 7 days.

Regards,

Nick

The complaint was rejected for the above mentioned reason.