You are staring at the withdrawal form with the amount filled in, and the cursor is hovering over the confirm button. Most players in that spot hit confirm before they have finished any pending bonus playthrough, and the request gets locked or cancelled.
Settling a cashout request
Why is my withdrawal still pending?
A pending cashout is waiting for the site’s checks to finish, not for the money to move. The clock starts when you submit the request, not when you last played. Open your account history and compare the request time to the status label so you know which stage you are at. If the status has not changed after a full day, the usual cause is an unfinished document check. Upload the missing file from the verification area and the request moves forward.
What do I need to verify before my first cashout?
Before your first cashout you need to prove who you are and where you live, which is standard KYC work. Have a government photo ID and a document showing your address ready as clear images. The name on those files must match the name on your account exactly, including middle names. Take the photos in good light with all four corners visible. Submit them once and wait for the confirmation email before you request the cashout again.
Can I cancel a withdrawal after I send it?
Most sites let you cancel a pending cashout while it is still in the pending state. Open the transaction list, find the request and look for a cancel option next to it. Cancelling returns the money to your balance, and from there you can play it again or resubmit later. Once a cashout is marked as processed, it cannot be reversed. Check the status label before you press cancel, because the label tells you whether the option is still live.
Why was my cashout returned to my balance?
A cashout can come back to your balance when a bonus condition is still open. Bonuses often require a certain amount of play before winnings can leave the account, and the cashout is blocked until that is done. Open the bonus section and look at the progress bar for the active offer. If it is not full, finish the remaining play and then submit the request again. Do not start a new bonus while this one is open, or the two can overlap and confuse the balance.
How do I know which payment route my money will use?
Your cashout goes back through the same route you used to deposit, as a rule. Open the deposit history and note the method and the last four digits of the account or card. That is where the money will be sent. If that route is closed or expired, the site will ask you to pick another one before processing. Keep the matching deposit receipt, because support may ask for it during a review.
What happens if my cashout is larger than my usual play?
A cashout that is much larger than your normal pattern can trigger an extra review. This is a routine check, not an accusation. Keep your deposit history and bonus records easy to find, because the review team may ask for them. Answer any email from the payments team promptly, and do not submit a second request while the first is open. The review ends when the team has what it needs, and the request then moves to processing.
Bonuses, promo codes and offers
Where do I enter a MyStake promo code?
The promo code field appears in the deposit or bonus area, not on the main lobby screen. Type or paste the code exactly as it was given to you, with no extra spaces. A code entered after the deposit is confirmed will not attach, so enter it first. Check the bonus history afterwards to confirm the offer is active. If the field does not appear, the code may not be valid for your account type.
Why did my bonus code not work?
A code fails for a few common reasons: it expired, it was typed with a wrong character, or it is limited to certain accounts. Copy the code from its original source instead of retyping it by hand. Check the expiry line in the same message that carried the code. If the code still fails, note the exact error text and send it to support with a screenshot. That gives them enough to check the code against your account.
What does playthrough mean for my bonus?
Playthrough is the amount of play you must complete before bonus winnings can be cashed out. Each offer shows its own requirement, and you can track progress in the bonus area. The progress bar is your check: it fills as you play and stops when the condition is met. Do not request a cashout while the bar is partly filled, because the request will be returned. Finish the bar first, then cash out.
Can I hold more than one bonus at a time?
Most sites allow only one active bonus at a time. Starting a second offer while the first is open can void both, or merge them into one harder condition. Look at the bonus area before you claim anything new and note whether an offer is still active. If one is open, finish or forfeit it before claiming the next. Forfeiting clears the bonus and any winnings tied to it, so decide before you click.
Do I need a code to get the welcome offer, and can I use the MyStake app?
Some welcome offers attach automatically to your first deposit, while others need a code. Read the offer description to see which type you have. If a code is listed, enter it before you confirm the deposit. For play on a phone, open the site in your phone browser; that is how most players use my-stake.gb.net/ without installing anything. The same bonus rules apply on the phone browser as on a desktop.
What happens to my bonus if I deposit again?
A new deposit can start a new offer or extend the current one, depending on how the bonus is built. Check the bonus area for the active offer before you deposit. If the current offer is still open, a second deposit may attach to it instead of creating a fresh one. Read the offer description for that detail before you confirm. If the two offers overlap, support can tell you which one your balance is following.
Playing on the site
Do I need to download anything to play?
No download is needed. The games run in the browser on your phone, tablet or computer. Open the site, log in and pick a game from the lobby. For phone play, use your phone browser and a stable connection. A saved bookmark makes it faster to return to the lobby.
How do I log in safely?
Type the site address yourself instead of following links from messages. Turn on two-factor authentication, or 2FA, if your account offers it, and keep the backup codes somewhere safe. Use a password you do not reuse on other sites. Log out on shared devices and check your login history for sessions you do not recognise.
Why does a game fail to load?
A game that fails to load is usually a browser or connection issue. Refresh the page and clear the browser cache, then try again. Check that your connection is stable, especially on mobile data. If one game fails but others work, the problem is with that game; try a different title from the same provider. If every game fails, log out and back in.
How do I find a specific game?
The lobby has a search field and category filters. Type the game name into search, or use the provider filter to narrow the list. Recent games appear in a separate row, which is handy for returning to a favourite. If a title is missing, it may be unavailable in your region or removed by the provider.
Can I play casino MyStake games on my phone?
Yes, the casino runs in your phone browser. Open the site, log in and use the same lobby as on a computer. Rotate the phone to landscape for table games with wide layouts. Keep the browser updated, because older versions can block some game features. The account and balance are shared across devices.
Keeping play under control
How do I set a deposit limit?
Deposit limits live in the account settings, under responsible play. Pick a period and an amount that fits your budget. The limit applies from the moment you save it, and lowering it takes effect right away. Raising it later usually involves a short waiting period, so set it at a level you are happy to keep.
What is a cool-off period for?
A cool-off blocks you from playing for a set time without closing the account. Use it when you want a break but plan to return. Choose the length that fits your situation and confirm. During the cool-off you cannot deposit or play, and the block lifts on its own when the time ends. If you need a longer break, a self-exclusion is the stronger option.
How do I take a longer break from playing?
A self-exclusion closes access for a longer period than a cool-off. It is set from the responsible play area of your account. Once active, you cannot log in until the period ends. Plan how you will handle the confirmation emails during that time, and remove saved payment details if they make it easier to return early. Support can walk you through the steps if the option is hard to find.
What should I do if play stops feeling like fun?
Stop and step away for the day. Set a cool-off from the responsible play area so the decision holds. Tell someone you trust about the break, because a second person makes it easier to keep. Keep a simple record of what you spend and how often you play, and review it each week. If the pattern worries you, a self-exclusion is the next step.
Where can I get help with a gambling problem?
Several organisations offer free, confidential help for gambling problems. Search for a national helpline in your country and save the number in your phone. A self-exclusion from the site is a practical first move while you arrange support. Talk to a doctor or counsellor if the problem affects sleep, money or relationships. Asking for help early makes the change easier.