MyStake Casino - プレイヤーのフリースピンが受け取られていません。

Mystake casino has various VIP levels, I recently moved to level 4 and their terms state I would receive 150 free spins.

after I moved to level 4 the spins were not provided, so I contacted the live chat. Initially the agent advised I had received the spins but when I challenged, they admitted he had made a mistake and logged a ticket for it to be investigated.

Noe when I contacted the live chat, the agents just state there is no update and nobody will respond and then close the chat

I’ve not received any free spins and if they believe I have, all I ask is for the transaction evidence

Dear Adsnew,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with MyStake Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Could you please provide the exact date of your move to level 4?
• Could you please describe what the disputed amount in this case represents?
• Could you please share the screenshot of the bonus you are entitled to?

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,

Katarina

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Could you please provide the exact date of your move to level 4? 27/08/2025

Could you please describe what the disputed amount in this case represents? 150 wager free spins

Could you please share the screenshot of the bonus you are entitled to?

Hello Adsnew,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Adsnew,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Dear Adsnew,

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.

Hi, ive just sent you an email with regards to the above

Thank you very much, Adsnew, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you Adsnew for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask MyStake Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

Ok thanks

Hello @Adamnowin,

You were awarded loyalty spins on August 27th, which you have already used. Please check your free spins report and prove that fact on your side.

Kind regards

As stated in my communication with Casino Guru, I could previously see that within my dashboard it stated the VIP level up spins were awarded but as per my multiple conversations via your online chat, they were not.

if you believe they were awarded and used, could you please provide the transaction evidence?

Thank you for the update MyStake Casino representative. As the player has mentioned, we would also like to see that the loyalty spins have been awarded. Would it be possible to provide us with the player's free spins report? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hello,

We will send the proof via email.

Thank you for providing me with the information MyStake Casino representative.

Dear Adsnew, the casino has provided me with the report from your account showing that the loyalty spins were received on 27/8/2025 and were all used.

Can you please share these with me

could You please share this with me?

as per the screenshots I previously shared with you, I acknowledge there was an entry on my dashboard stating the free spins were awarded but I genuinely don’t believe that was the case. as Im unable to view my transaction history to back up my claim (the casino removes this) could you please share what you have been provided?

Hi Peter, ive also emailed you directly

Dear Adsnew, I will have to ask the casino representative if I can share the information; however, it was also disclosed in the report that the spins will only be usable until 4/9, so it is possible that if you missed them, they might have expired. I will keep you informed about any new developments. Thank you for your patience during this time!

Hi Peter, thank you for your reply

Can I check a couple of things:

you mentioned the report stated the spins were applied and used. If that was the case. Why would they have expired? But for clarity whilst there was an entry on my dashboard stating they were awarded, they were not.

As per the screenshot I’ve provided. You can see on 27/08, I used some of my account VIP stars to exchange for free spins. This is the two separate entries you can see that state Level 3: 65 free spins at 12:35 and 12:41. The issue ive raised relates to the 150 VIP level 4 up free sound, again that were not applied to my account or used.

With regards to sharing the requested spin/transaction information with me, I believe under the Curaçao's National Ordinance Personal Data Protection (LOK) they have a requirement to provide this data to myself when requested as it’s Personal Data 

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Peter,

We have sent details via email.

Kind regards

Hi Peter, would you be able to share this with me

Dear Adsnew, as the issue happened months ago, the casino representative could only provide me with the log, where it is shown the 150 free spins were received on 27/8/2025 and used as the last "YES" relates to that. With that in mind, we are unfortunately unable to assist further as the casino has provided adequate evidence to support their claim. With that in mind, this complaint will now be rejected. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter