Mystake Casino - My money has been simply taken by the casino with no real explanation

Hello AWANBOI,

I hope you are doing well. As we see your bonus is already canceled and the withdrawal is in process.
Please consider that withdrawal takes 1-3 working days in general. Feel free to contact our support team at [email protected] whenever you have any issues. We'll always do our best to assist you.

Dear mystake

My complaint is in relation to my cancelled bonus. Current withdrawal is a different transaction which is being processed.

My cancelled bonus on 21/04 of €2825 was taken from me. I clearly emailed to ask to cancel my bonus so i can withdraw my money, instead mystake took all my balance stating it was bonus.

My bonus of €105 only related to sports account and i was unable to place any sports bet. I raised this in form of email and they took all my money.

Please review…

Dear Mystake Casino,

Please let us know if there are any updates regarding this ongoing complaint. Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

Hello Askgamblers,


We looked into the account of the user and found out that the player activated Sport reload bonus of 35% when he deposited 500 EUR.

The player requested a bonus cancellation after winning some funds. According to bonus rules, ''If you wish to place a withdrawal before you manage to complete the wagering requirement, then you can cancel your bonus but keep in mind that the bonus amount, the generated winnings, and any wagered amount will be deducted from your overall balance. Bonus calculates bets with real money amount first and then with the bonus amount.'' Everything is clearly explained.

When he sent us the request for bonus cancellation, our support team once again explained the whole situation and requested confirmation. And he agreed that he wanted to cancel the bonus. Accordingly generated winnings, bet amount, and any wagered amount had been deducted.

To sum up, we did as the user requested.

Please take a look at the provided photos as well and resolve the case.

Dear Mystake

Respectfully, i disagree with the fact i willingly sacrificed my €2825 balance for petty bonus of €105.

My initial email sent on 21St April clearly highlighted the fact i was unable to place any sports bet and was unable to withdraw my money.

I think it is a very clever way for you to credit a customer account with bonus and then preventing them from placing a bet and then restrict all their balance so no withdrawal can be made.

I would like to put this for record, i never physically placed any sports bet or wagered any amount from that bonus awarded to me. When i confirmed in my email, i only agreed to lose my bonus as i was restricted from placing any sports bet which i raised with your team.

It does not make any sense for me to agree to cancel all my balance when my first email clearly stated i want to withdraw my casino winnings! Above sum is not going to make me poor or make you rich. Its called basic customer service which you have failed to provide on this occasion.

All i really did was to raise an issue with your team of placing a sport bet due to bonus restrictions, asked for it to be cancelled so i can withdraw my casino instead you took all that money.

What would you have expected me to do under the circumstances, i was unable to place a sport bet and i wanted to withdraw my money. I never used the bonus and not wagered any winnings from it! It just does not make sense, why would i agree to bring my balance to zero, what i wanted to withdraw if you took all my money?

I am highly disappointed…..

Respectfully submitted

Hello Awanboi,

Bonus rules are clear on how to complete wagering requirements.
''Sports Bonus is subject to a wagering requirement of seven (7) times both the Deposit and the Bonus amount on minimum 2 events with at least 1.4 odds (for each event) before attempting any withdrawal.''
You activated the bonus manually, it was not done automatically. So you must have been aware of the rules, mustn't you?
YOu said that you didn't bet on sports at all, however, this statement doesn't free you from bonus T&C.
You could cancel the bonus without losing winnings before playing, and as we see, you only requested a cancellation after having earned quite amount of money. Our support team clearly told you that in case of cancellation you would lose all the winnings, bet, and bonus amount.
And you agreed to the proceeding.

Considering the facts, Mystake is right and acted according to the policy of the Website.

Dear Mystake Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to suppor­t@a­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved.

Thanks in advance for your cooperation.

Dear Mystake

It all sounds very professional to quote terms and conditions now when my money has been taken, but i will emphasise the point it was not explained to me explicitly that i will lose all my OWN money if bonus was cancelled. My initial request clearly stated i would like to make a withdrawals and unable to place sports bet.

How do you expect a customer to place a bet to comply with bonus terms and conditions when one is practically unable to place a bet? If this is not a trap than i don't know what is…

What would have been your solution under the circumstances? Was there anyway i could have withdrawn my money?

Also when you state that i have earned quite a bit of money from that bonus, that is not true. When bonus was activated my own balance was €2295 from playing casino only. According to your own terms and conditions, if the bonus is activated in your account you still play with your own money first then bonus can be wagered. I only played live casino and wagered my balance to €2825.
This was clearly reflected in my bonus wagering chart as it still showed i had not wagered anything and made no earnings from it, hence i agreed to cancel it as it clearly showed no progress on the wagering because it was not used.

Sensible solution would have been to restore my original balance and deduct the bonus so i can withdraw my money as per my original request.

My only question to you is, how do you expect me to wager sports bonus when i was restricted from placing any sports bet?
All my money was derived from casino and should be paid back to me, minus the bonus which was never used!!

Respectfully submitted

Dear Awanboi,


You have no restrictions on Sportsbook, so you are able to wager funds. Could you specify what you meant when you said that you can't make bets on sport games?

Considering that you were not aware of losing the winnings, wagered amount, and bonus money, we decided to take back the deduced money - 2825 EUR to your account balance.
Also, consider that your Sport reload bonus (105EUR) is also active and you need to wager it according to requirements - https:­//m­yst­ake.co­m/e­n/s­tat­ic/­pro­mos­?pi­d=2511

Dear Mystake

Thank you very much for addressing the issue for me.

I am glad to report i was able to place my sports bet today and withdrew my remaining balance.

I very much appreciate your understanding in this matter.

Kind Regards