Hello dear team,

So let me explain my situation to you.

I activated a bonus of 165 euros which I played on the casino I had 1 euros left.

Obviously I am going to deposit money I have deposited 550 euros, when I try to play I am told these 550 euros are part of the bonus, while these 550 euros are from my own deposit..

I can not even play or withdraw

Dear Recan97,

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. Do I understand correctly that you see your deposit in the bonus balance?

Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to [email protected]? 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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Do I understand correctly that you see your deposit in the bonus balance? YES they said both bonus and your own balance are the same..

Hello so the casino explained that

hank you for your email!

Please be informed that in case of bonus cancelation your balance will be nullified (0), since the bonus amount and all winnings will be deducted per the bonus rules.

Kindly confirm if you still wish to cancel the bonus. 

 

here is my own deposit proof of 550 euros. They said it has been added to bonus because I had 3 euros left in my bonus account, and as long as the bonus is not fully played then any deposit will be considered as a bonus, it is abnormal or even a theft of money, in addition you have to play 11 times the deposited amount to be able to make a withdrawal , I have to play 11 x 550 more than 5000 euros it is not logical

Best thing is to invite representative of mystake casino

Thank you very much, Recan97, for your cooperation. I will now transfer your complaint to my colleague Matej ([email protected]) 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.  

Thanks

Hello Recan97,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Thanks dear matej

I hope we will have mystake casino's answer

Hello,

In general, according to the bonus T & C, the bonus is automatically deactivated if the balance is under 1 EUR/USD. In another case, the player should request cancellation via support. On the other hand, the user had a balance over one EUR and it was impossible to cancel the bonus automatically - it is displayed on the screen provided by the user.

Kind regards,

Mystake

Now what's even more serious, my deposit of 550 euros is lost, it's a theft of money

?

Dear casino representative,

It is clear that Recan97 does not want to continue playing with the bonus.

Could you please cancel his €3.63 bonus and let him keep €550 in real money on his account?

Dear Matej, they took my 550 euros.. my account is now 0 euros... Seriously mystake ? IM STOLEN

Hello.

We have already refunded the user 550 EUR.

Kind regards

Hello Recan97,

Once again, I apologize for the inconvenience.

Can you confirm if the 550€ has been refunded and we can close the complaint?

The problem is solved, we can close the complaint.

Dear Recan97,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Matej

www.kpvfaw.com