You are staring at the password field on the sign-in screen, or at a bonus form asking for a code, and the step that trips most players up is mixing up the login name with the email address. The details below answer the things people ask at that exact moment.
Getting into play at Mystake
Why does my mystake login keep failing even with the right password?
Most failures come from typing the email in a different case or with a space at the end. The password field is case-sensitive too, so a phone keyboard that capitalises the first letter will break it. Try the login once in a private browser window with nothing filled in automatically. If it still fails, use the password reset and set a new one before trying again.
Can I place a mystake bet from my phone browser without downloading anything?
Yes, the site runs in a normal phone browser and no download is needed. Open the browser, sign in through mystakecasino.gb.net/, and the sports and casino sections load in the same account. Keep the browser updated, because older versions can drop the session in the middle of a bet slip. Add the page to your home screen if you want quicker access next time.
What happens to a bet slip if my connection drops while I confirm it?
A slip is only accepted once the confirmation reaches the server. If the connection drops before that, the bet is not placed and no stake is taken. Go back to the open bets list and look for the selection before you retry. Placing it twice is the common mistake here, so check the history first.
How do I know the odds I see are the ones my bet was settled at?
The odds shown on the slip at the moment you confirm are the ones stored against the bet. After settlement, open the bet details and compare the figure there with what you saw. If they differ, the slip was probably confirmed after a price change. Accepting a price change is a choice on the slip, so watch for that prompt before confirming.
Which markets can I combine in one bet?
You can combine selections from different events and sports as long as they do not conflict. Two outcomes from the same event usually cannot sit on one slip, because they are related. The slip will flag a conflict before you confirm it. Build the bet step by step and read that flag rather than assuming the combination is allowed.
Why is my bet still open after the match has finished?
Settlement can lag behind the final whistle while results are confirmed. Give it a short while and refresh the open bets page. If the event is marked as ended and the bet still shows as open, contact support with the bet reference. Keep a screenshot of the bet details ready, since that speeds up the check.
Moving money in and out
Why has my deposit not appeared in my balance yet?
A deposit can sit in a pending state while the payment is confirmed. Check the transaction history in your account, not just the balance on the home screen. If the payment shows as completed there but the balance is unchanged, note the reference and contact support. Do not send a second deposit before the first one is resolved.
Can I withdraw before I have bet the deposit?
Bonus money and its winnings usually carry a play-through condition before withdrawal. Real money you deposited without a bonus is handled differently. Open the bonus section of your account and look at what is still locked. If the balance is marked as bonus, finish the required play first or the withdrawal will be refused.
Why was my withdrawal sent back to my account?
A withdrawal is returned when the payment details do not match the account holder. Names, addresses and payment accounts need to line up. Check the withdrawal page for the reason shown next to the returned request. Correct the detail, then submit the request again rather than opening a second one.
Do I pay fees when money leaves my account?
Any charge depends on the payment route you pick, and the site shows it before you confirm. Your own bank or provider may add a separate charge that the site does not control. Compare the amount requested with the amount received to see the difference. If it looks wrong, ask support for the transaction record before disputing it with your provider.
Can I cancel a withdrawal request after I send it?
Some requests can be cancelled while they are still pending, and the money returns to your play balance. Once processing has started, cancellation is no longer possible. Look for a cancel option on the pending transaction in your history. If there is none, the request has already moved on.
What should I do if I sent money to the wrong account details?
Contact support straight away and include the transaction reference and the amount. Do not send a second payment to correct the first. Recovery depends on where the money went and cannot be promised. Keep the confirmation from your payment provider, because it is the record that matters in the check.
Account details and verification
Which documents does the site ask for during KYC?
KYC usually means a photo ID, a proof of address and sometimes a picture of the payment method. The request lists exactly what is needed for your case. Send clear, full-page images with all four corners visible. Blurred or cropped files are the most common reason a check stalls.
Why is my account limited until I verify it?
Verification limits are a standard condition, not a penalty aimed at you. Until the check is complete, some actions such as withdrawals may be held. Finish the document upload and watch for a message confirming receipt. If nothing changes after the check is done, ask support to look at the account status.
Can I change the name on my account after signing up?
The name must match the ID you send for verification, so a typo needs fixing before the check. Contact support with the correct spelling and a copy of the document. Changing to a different person is not allowed, because the account belongs to one holder. Set the name correctly at sign-up to avoid this entirely.
How do I turn on two-factor authentication?
2FA adds a second step at login, normally a code from an authenticator app. It sits in the security settings of your account. Turn it on, scan the code shown, and store the backup codes somewhere safe. If you lose the device, those backup codes are the way back in.
What if I no longer have access to the email on my account?
Support can help, but they will need to confirm you are the account holder. Have your ID and any payment records ready before you write. Explain the situation in one message instead of several. Do not create a second account, because duplicate accounts cause further checks.
Why was my account closed without warning?
Closures usually follow a breach of the account rules or a failed verification. The message you received states the reason, so read it before replying. If you believe it is a mistake, contact support with the account email and the reference. A calm, factual message is more useful than a long complaint.
The welcome offer and promo codes
Where do I enter a mystake promo code?
The code field appears in the bonus or deposit area, not on the login screen. Type the code exactly as given, with no extra spaces, and confirm it before you deposit. A wrong code is the usual reason an offer does not appear. If the code is rejected, check the spelling before trying another one.
Why did my promo code not activate?
Codes often carry conditions such as being for new players only or for a first deposit. A code used once cannot be used again on the same account. Check the bonus section to see whether the code is already listed as used. If it is not there and the code was new, contact support with a screenshot of the entry.
Can I use more than one welcome offer at a time?
Welcome offers normally apply once per player and cannot be stacked with each other. A second code may need to wait until the first offer is finished. Decide which offer suits your play before you deposit. Combining them is the mistake that leads to bonus removal.
What does the play-through condition mean for my bonus?
Play-through means you must bet the bonus a set number of times before the winnings can be withdrawn. The bonus section shows your progress toward that figure. Bets placed at very low odds may not count toward it. Check which bets count before you start working through the bonus.
Can I withdraw bonus winnings before finishing the play-through?
No, the bonus and anything won with it stay locked until the condition is met. Your own deposited money is treated separately from the bonus. The account view shows which part is locked. Trying to withdraw early usually cancels the bonus instead of paying it out.
What happens to my bonus if I deposit again while it is active?
A new deposit during an active bonus can affect how the offer is tracked. Some offers pause or replace each other, so the bonus section is the place to see the current state. Finish or forfeit the first offer before adding another. If the bonus disappears after a deposit, contact support with both transaction references.