Mystino Casino - Player's account has been closed and funds confiscated.

I am writing to file a complaint against Mystino Casino regarding the unfair closure of my account and the confiscation of my funds.

​I was playing with the Welcome Bonus, specifically on the slots "Hawaiian Dream Gold" and "Finn and the Swirly Spin." Suddenly, the casino closed my account and confiscated all my balance. They cited a violation of Terms and Conditions section 3.12 (Fraud and Collusion). However, I have not engaged in any fraudulent activities or collusion with other players. I was simply playing slots normally. The casino has failed to provide any specific evidence or explanation as to what exactly constituted "fraud" in my gameplay.

​Lack of Evidence: The casino has not provided any proof of the alleged "fraud" or "collusion."

​Standard Gameplay: My gameplay consisted of standard bets on popular slot titles. There were no patterns that should be flagged as fraudulent.

​Request for Transparency: I request the casino to provide the specific game logs and the rationale behind their decision to invoke section 3.12. If they cannot provide concrete evidence, my funds should be returned immediately

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you passed the full KYC verification at this casino, or at least submitted any identity documents to the casino for verification?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Have you played any other games while your bonus was active, apart from the two slot games you mentioned?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear Veronica,

​Thank you for your response. I would like to answer your questions as follows:

​Regarding KYC: Yes, I have already completed the KYC process. I have submitted all the necessary identification documents to the casino.

​Regarding VPN/IP masking: No, I have never used a VPN or any IP-masking software to access the casino website. I have always accessed the site from my actual location using a standard connection.

​Regarding the games played: While the bonus was active, I played only the two slot games I mentioned earlier ("Hawaiian Dream Gold" and "Finn and the Swirly Spin"). I did not play any other games.

​As stated above, I have fully complied with all the casino's rules and terms. I am very confused as to why my funds were confiscated under the allegation of "fraud and collusion."

​I appreciate your continued assistance in resolving this matter with Mystino Casino.

​Best regards,

Dear lxnan49

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello lxnan49,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Mystino Casino to join the conversation.

Dear Mystino Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me at michal.k@casino.guru or via our Teams chat.

Dear Casino Guru and lxnan49,

I hope this message finds you well.

This follow-up is to let you know that your case is under investigation and our team is reviewing the details you provided.

We’ll reach out as soon as we have an update. In the meantime, we really appreciate your continued patience and understanding.

Kind regards,

Complaints Team

Dear Casino Guru and lxnan49,

Thank you for waiting for the review by our department.

This account has been closed in accordance with Terms and Conditions 3.12, 5.1.4 and 5.1.5.

Any remaining balance, including the withdrawal request, has been conficicated.

This is our final decision and will not be changed.

Warmest regards,

Complaints Team

Dear Mystino Casino,

Thank you for your emails.

Dear lxnan49,

The casino team has provided certain information and evidence that raises valid questions, which may partially clarify their actions. However, despite our repeated requests, the casino team has not supplied the additional information and evidence necessary for us to conduct an independent and thorough assessment of the situation.

Consequently, we are currently unable to support the casino’s actions, and it appears that the confiscation of your winnings is Unfair at this time.

This lack of transparency does not align with the principles of fair practice that we strive to uphold to ensure a fair gambling environment for both players and operators.

As a result, we regret to inform you that we must close this complaint as Unresolved—Insufficient evidence from the casino.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming (AOFA) Authority and submit a complaint to them. You can locate the AOFA licence validator on the footer of the casino webpage:

The Gaming Authority might have more options and tools to help players. You can find more information on how to do that here: Licensing Authority – Anjouan Gaming | Casino Guru

Please let me know how they responded at michal.k@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru