What Happened
A player from the UK says MyStake removed 2,000 euros from their balance in August 2026 over a bonus cash-out cap, even though, in their words, the session was funded purely with cash and no bonus was ever opted into. MyStake told the mediator a 50% weekend reload bonus of 22 euros was active, that its rules cap withdrawals from bonus funds at ten times the bonus, so 220 euros, and that it paid 1,000 euros anyway as an exception.
How It Developed
- Complaint opened. The mediator asked for the bonus history for the period.
- The player found dozens of bonuses listed as cancelled but no dates, and could not build a timeline; the mediator asked for the game history request and the casino's reply.
- A resolver invited MyStake, which explained the reload bonus, the ten-times cap and the 1,000 euro goodwill payment, and sent proof by email.
- The mediator found the casino had acted within its terms and asked the player to confirm the 1,000 euros had arrived.
- The player did not reply, and after a 7-day extension the complaint was closed. It can be reopened.
Abandoned
The mediator found MyStake within its terms and the player went quiet before confirming the 1,000 euro goodwill payment. It can be reopened.
What Helped
Checking the bonus tab before complaining. The player believed no bonus was active; the casino's records showed a reload bonus was, and the mediator went with the records. If you never want bonus caps applied, check the bonus tab before each deposit and screenshot that no bonus is active.