MyStake Casino - プレイヤーがボーナスをキャンセルしたいと考えています。

I made a deposit of $7000 and after that, a bonus of $2450 popped up which I claimed unintentionally. I can't cancel it, nor withdraw my money or play minibgames. I would like to cancel the bonus as I didn't plan to make sports bets and even less so to enter the amount of money they are asking for. It would be very helpful if you could cancel it, thanks in advance.

Realice un deposito de $7000 y luego de eso me apareció un bono de $2450 el cual reclame sin querer, no me deja cancelarlo ni tampoco sacar mi dinero o jugar a los minijuegos. Quisiera cancelar el bono ya que no planeo hacer apuestas deportivas y menos ingresar la cantidad de dinero que me piden. Sería de mucha ayuda si pudieran cancelarlo, gracias desde ya

Dear tomipd12,

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.

• Could you please advise if you placed any bets already or if your deposited funds are still untouched inside your casino account?
• Have you reached out to Customer Support to address the issue?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Good morning, my funds are still intact, I was not able to make any bets or withdrawals. At the same time, I also contacted an email contact that appeared on the MyStake page explaining the same thing as in the complaint I made through this means. But no one has answered me.

Buenos días, mis fondos siguen intactos, no pude realizar ninguna apuesta ni extracción. A su vez también me comunique con un contacto de mail que aparecía en la página de MyStake explicando lo mismo que en la queja que realice por este medio. Pero nadie me ha respondido.

Thank you very much, tomipd12, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you tomipd12 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 ask for your assistance in the cancelation of the player's bonus.

Thank you!

Dear tomipd12, I was in contact with a casino representative and was told that you currently don't have an active bonus. Have you resolved your issue or do you require any further assistance?

Thank you in advance!

Good morning, MyStake already solved my problem, thank you very much!!

Buenos días, ya me resolvieron el problema desde MyStake, muchas gracias!!

Dear tomipd12,

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,

Peter