What Happened
A player from the United Kingdom says they finished a weekend reload bonus at MyStake, played on, and asked to withdraw £2,500 in Ether after live chat agents confirmed the payout was fine. The next morning £2,000 was gone and an email said only £500 could be paid because the rest counted as excessive winnings from the bonus. The player says the same bonus had paid out £6,000 two weeks earlier without trouble.
How It Developed
- Complaint opened over the £2,000 removed from the payout.
- The mediator asked when it happened, whether the player had contested it, when the earlier full payout was made, and for the chat and email records.
- The player posted the casino's email and said they had contested it; they argued nothing said the bonus money had to be withdrawn before carrying on.
- The mediator asked which bonuses had been active around all three withdrawals and for screenshots of the related deposits and payouts.
- No reply came; after an extension the complaint was closed. It can be reopened.
Abandoned
The player stopped responding before the bonus timeline could be reviewed; £500 of £2,500 was paid, according to the player.
What Helped
Nothing was checked against the bonus terms. For a cap on bonus winnings, the mediator needs the exact bonus, its terms and the deposit and payout timeline; gather those before filing.