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good evening I want to withdraw 100 usd from my account and it jumps out that I have an active bonus, I never activated anything and nobody gave me a bonus either, so come here to see if you can help me

buenas noches yo quiero retirar 100 usd de mi cuenta y me salta que tengo un bonus activo, yo nunca active nada y tampoco nadie me dio un bonus por eso entre aca a ver si pueden ayudarme

Dear piterylola12,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Could you please forward a screenshot of your bonus history along with any relevant communication to petronela.k@casino.guru?

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Good morning, those are the screenshots, the one that doesn't let me get the verified account and the one with the active bonus that I can't cancel

Buenos días esas son las capturas la que no me deja sacar la cuenta verificada y la del bonus activo que no puedo cancelarlo

Thank you very much, piterylola12, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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.  

Hello, piterylola12,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite MyStake Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear MyStake Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to be able to request a withdrawal? Is it possible to deactivate the bonus if the player has not used it yet?

Thank you in advance for providing the information.

Hello Branislav,

As we have checked, the user activated the bonus on 14-10-2022. Bonuses are activated manually from the user's side. In order to realize the bonus, the player should roll over 235.68 USD, as he has already wagered 90 USD. Please keep in mind the wagering requirements: Reload Sportsbook Bonus applies only for Sports Betting. Sports Bonus is subject to a wagering requirement with a minimum of 2 events with at least 1.4 odds (for each event). As soon as he realizes the bonus, he will be able to make a withdrawal.

Best regards,

Greetings all,

I apologize for the delayed reply.

Thank you, MyStake Team, for providing the explanation.

Dear piterylola12,

Can you please confirm these facts?

• The bonus was activated manually on 14th of October, 2022
• It is a sportsbook bonus
• You already started playing with the bonus money

Dear piterylola12,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Thank you very much, MyStake Casino Team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru