Dear LevelTG,

Thank you very much for submitting your complaint and forwarding all the relevant screenshots. I’m sorry to hear about your problem. We will contact the casino and ask for their assistance in resolving this issue, but, before we do so, could you please advise how much is your active balance now? Was there an option to cancel your bonus inside the account while completing bonus wagering?

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

My balance is on 0 EURO right now. And yes there was a cancel button but you couldn't click it, that is why I asked the support in the first place.

Thank you very much, LevelTG, for providing all the necessary information. I will now transfer your complaint to my colleague Adam ([email protected]) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you very much for your help in this case and I hope it will be solved soon. It has been going on for a while now. Looking forward to work with Adam.

Hello LevelTG,

I have reviewed your case and will now contact the casino to see if I can help.

I would like to invite MyStake Casino to join the conversation and participate in the resolution of this complaint. MyStake, can you provide any insight into what has happened with the player's bonus?

Adam i sent you more proof via email.

Hello LevelTG,

Thanks for the update and the information via email.

MyStake Casino,

You have stated that the bonus was canceled automatically because the player's balance was nullified. For what reason was the balance nullified?

Hello Adam i sent you another email with more email conversation. Thank you for reviewing my case and your help so far

dear casino guru

we have gone through all the details with our special team and this is what we have found out:

this player has deposited 100 and received from us as a bonus 170 euros, the bonus which he has activated is called Bitcoin Deposit Bonus and in the conditions it is clearly stated that you must wager this bonus 30 times.

See the bonus description on this Link: https://mystake.com/en/static/promos?pid=2510

he started to play and won certain amount of money but had only 30% wagered.

no one has canceled his bonus, the bonus was canceled because balance was 0 , 

if balance is o, after 10 minutes the bonus is automatically canceled.

the player knew exactly how our system works

after the bonus was canceled, he opened freespins (freespins round) which he collected with our bonus money, and the winnings were generated as real money in the player's account.

after that he tried to withdraw the money, breaking the terms and conditions of Mystake and, therefore, we assumed this player was fraud and that is the reason why the money was deducted from his account

dear casino guru, we can send you all the transactions by mail in excel file to check that we are telling the truth

Thank you for your response MyStake Casino.

Please do forward all relevant documents to my email for review: [email protected]

MyStake Casino,

You stated that the bonus is automatically canceled when the balance is zero, but I do not understand how the balance has become zero? Can you please clarify how this has occurred?

The only time my balance got to 0€ was during a Gates Of Olympus all in ( 300€~) buy that paid me 600€~ on my second day of playing I never went to 0€ ever again. So I would like to know what you mean by his bonus got canceled because his balance hit 0€.

I also did a bonus hunt, which could be a reason why my balance got to 0 aswell. But why would my bonus automatically cancel if i still have saved games on slots? I looked up everywhere and no websites says that you don’t allow bonus hunt under bonuses. I would like to add that the referral website I used ( one of YOUR partner) says that bonus hunt under bonuses is allowed.

Also, https://mystake.com/en/static/promos?pid=2510 doesn’t say anything about the bonus getting canceled automatically or bonus hunt not being allowed.

I would like to add aswell and clarify one of your point. You said " the player knew exactly how our system works" I have never played on your casino nor used any bonuses on other websites. I even asked your support to give me more details about the bonus and how it worked. So please don’t act like I tried to scam you when the first day I played on your casino I asked your support team what would happen if I canceled my bonus. I even thought that i would keep the winnings and you would just get your 170€ back but it wasn’t the case so I said do not cancel it ( multiple proof) don’t try to make me a bad guy. Your website doesn’t say anywhere that bonus hunt aren’t allowed or that bonus cancel automatically after hitting 0$. What you are basically saying is that i did a bonus hunt, the bonus canceled itself, i opened the bonus and this is why all of this happened.

Dear LevelTG,

Thank you for the additional information. I will now wait to receive and review the proof from the casino.

Dear LevelTG,

Could I ask you also to please clarify what you mean when you say "I also did a bonus hunt"?

Well usually I see streamers doing "bonus hunts" I am pretty sure you know what it is. So I thought I would do one myself. The promotions https://mystake.com/en/static/promos?pid=2510 which is the one I used. Didn't specify anything about bonus hunt being forbidden. They only had restrictions on bet size. However the Terms and Conditions on MyStake specify that "delaying game rounds in any game, including free spins and bonus features, to a later time when you have no wagering requirements" is not allowed. But the problem is I never asked or was aware that my bonus would be canceled or was canceled. I didn't intentionally save the bonuses until my wager was canceled or anything because I wasn't aware that the bonus was in fact canceled. You can clearly see (if they sent you the logs of my spins on MyStake) that I opened the bonuses almost instantly and asked the support multiple times, why is my bonus canceled and nobody gave me an answer.

I will say this again. Most people that promote their casino on affiliate websites say that bonus hunts are allowed. And alot of thoses affiliated people stream their casino sessions on MyStake and do bonus hunts. So it's either false advertising or you just allow people to break your own T&C when it suits you and when it gives visibility to your casino (I can send proof of affiliates playing on MyStake doing bonus hunt and withdrawing the money with no problem).

Let me also add. I did not try to steal or scam your casino. I asked your support to tell me if I did anything wrong during the bonus and they never said I did anything wrong. I even asked them to give me the 800EUROS back and the wager back so I could finish it. All I wanted to do was try your casino and have fun that's all. Turned out I really liked you casino before all of this happened.

Anyways this has been going on for 2 weeks already. All I want is the money back with my 30% wager progression back so I can complete the rest of the wager. If MyStake doesn't agree well just close my account and i'll never play on your casino ever again and you can enjoy my 100 EUROS.

Thank you for clarifying, LevelTG.

Indeed, delaying game rounds would be a breach of the terms and conditions, and if your balance has reached zero before you have played these rounds that could explain the reason for the bonus being canceled automatically.

I am still awaiting the documents from the casino so I will update you once I have received them and we can determine exactly what has happened.

Thank you Adam, again, thank you for your help. The bonus canceling itself is the dumbest invention but I guess it's just how it is and I hope that MyStake will punish other people including their affiliates for bonus hunting and promoting it to atleast make it fair. I was a new player on the casino and was dumb enough to listen to the affiliation websites that stated that bonus hunt were allowed. If we could come to an agreement with MyStake that would be lovely but I guess it won't happen. Like I said If they refuse to give me the 800 + my wager progression. They can close my account on the casino.

I want to add something. I'm pretty certain that after opening all my bonuses from my bonus hunt my bonus was still active and my wager progression was still going up. I might be wrong but i'm pretty sure it wasn't canceled yet.

To make sure my informations are correct, can you please verify that after opening my bonuses I was still under wager? @Adam. If I was still under wager that would mean I did not break the TOS and the bonus hunt was not the reason my bonus got canceled. Thank you.

Hello Adam,

We provided the proof that confirms the violation of our T&C's. I will state once again that According to our rules, ‘’ While playing with an active bonus, it is forbidden to engage in activities that give the player a clearly unfair advantage. Such activities include, but are not limited to, these:

delaying game rounds in any game, including free spins and bonus features, to a later time when you have no wagering requirements‘’ 

After bonus cancelation, he collected winnings from the bonus features, in total 800 EUR. Then the player requested a withdrawal, even though he knew the bonus was canceled, and it, of course, didn't mean that wagering was fulfilled.

Our company has zero tolerance for advantage play. Any Player who will try to gain the advantage of casino welcome offers or other promotions agrees that Company reserves the right to void bonuses and any winnings from such bonuses.

That's why 800 EUR was confiscated from his playing account.

Kind regards,

Yes. We understood that. Like I said please don’t picture me as a scammer. I didn’t mean to. I WAS NOT AWARE that bonus hunt were not allowed. When i tried to withdraw I simply thought my wager was over. All I wanted was try your casino with your welcome offers. I was not going on there to harm anyone or the casino. Like I said if MyStake is kind enough to give me a chance I will appreciate it. If not cancel my case and MyStake can delete my account. Than you.

I would like to add, after the bonus hunt I kept playing for a long time. If i really wanted to scam you I would’ve requested the withdraw instantly. I had 300€ left in my balance after the bonus hunt, i played for 6-7 hours after that and got to 800€ again. If my plan was really to scam you I would’ve withdrew the 300€ i had after the bonus hunt. I wouldn’t have went all in on gates of olympus and risk all the balance. I know that this will not give my money back. But even if Mystake keep the money. I just don’t want them to think I purposely tried to steal or scam them. I am not that kind of person and never will be. Thank you.

Dear LevelTG,

I have received and reviewed the evidence sent by the casino, and it does confirm that you have indeed breached the term mentioned above. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. 

I appreciate you may not have been aware of this rule as it is displayed in the General Terms and Conditions and not in the specific terms for the bonus, and that you were not necessarily trying to scam the casino, but you yourself also stated that you implemented a "bonus hunt".

I am afraid that in this case the casino has acted in accordance with their Terms and Conditions and I am unable to help you any further.

Best regards,

Adam