Mystino Casino - Player’s account has been closed without justification.

Dear Sir/Madam,

I am writing to formally file a complaint against the operator regarding the suspension of my account and the improper handling of my KYC verification process.

I submitted all required identification documents in full compliance with the operator’s KYC requirements. However, my verification was rejected solely because another individual was unintentionally visible in the background of my photo. This was clearly accidental and does not affect the validity of my identity or the authenticity of the submitted documents.

Following this, my account was suspended without sufficient explanation or justification. I would like to emphasize that I am the legitimate account holder and have not violated any terms or conditions of the platform.

Despite my willingness to cooperate and provide additional documentation if required, the operator has failed to offer a fair and reasonable resolution. I believe this action to be unjustified, disproportionate, and not in line with fair gaming and consumer protection standards.

I respectfully request that your authority review this matter thoroughly and take appropriate action to ensure a fair resolution, including the reinstatement of my account and proper completion of the KYC process.

Additionally, if there are any funds associated with my account, I request that these be secured and handled appropriately in accordance with applicable regulations.

Thank you for your attention to this matter.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear yutayuta5,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Have you lost access to your account directly after the verification process?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Dear Sir/Madam,

Thank you for your response.

Please find my answers below:

The game I mainly focused on was slots.

I was unable to access my account immediately after completing the KYC verification process.

The bonus was invalid, and I accumulated my winnings while playing baccarat.

I hope this information helps clarify the situation. I look forward to your prompt assistance in resolving this issue.

Hello yutayuta5,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.

Thank you for your patience and cooperation.

Dear yutayuta5,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I will send it to you by email.

Have you received it?

Thank you for your response. Could you please forward your KYC submissions as well? Additionally, do I understand correctly that there was an issue with the submitted photos because a third party was present in the images?

Thank you in advance for your reply.

Since it's ekyc, I don't have that image myself.

Dear yutayuta5,

Thank you for your reply.

Unfortunately, without reviewing the documents you submitted for the KYC verification, we are not able to properly assess your complaint.

We understand that the verification was completed via eKYC. However, we need to ask you to clarify whether you have access to the documents you used during the process (such as the original photos or files from your device). These would allow us to better understand the issue, especially regarding the presence of a third party in the background.

Please provide the exact documents you submitted, if possible.

Kindly note that without sufficient evidence, we will not be able to proceed with the complaint.

Thank you for your understanding and cooperation.

Best regards,

Attila

Casino Guru Team

I sent it

Hello yutayuta5,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Does that mean I'll be contacted within 7 days?

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,

Attila

So I just need to wait for a response within 7 days, right?

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.

In the meantime, while I acknowledge your explanation that the picture in question was taken during the eKYC process, could you please clarify where the picture was taken and explain the circumstances regarding the presence of another individual in the background, considering that most players typically complete such verification procedures alone?

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

Dear Mystino Casino,

Could you please clarify whether the player’s failure to pass the KYC verification process was solely related to the submitted picture in which another individual was unintentionally visible in the background?

Additionally, could you please elaborate on why the player was not provided with an additional opportunity to verify their identity and demonstrate that they are the genuine holder and user of the casino account?

Should there be any factors influencing the situation that cannot be shared publicly, please feel free to share them directly with me via email at michal.k@casino.guru

I was performing the authentication process alone, but whether a third party was accidentally captured in the footage or not is unclear, as this is the casino's claim. However, the casino is claiming that the presence of a third party in the footage indicates collusion, and I am currently unable to log in due to a violation of their terms of service.

Of course, I played alone and did not collude with any third party. I have conveyed this to them, but they are not listening.

I also requested re-authentication via eKYC, but they have not responded. I am seeking advice because I am unable to even log in.

Dear Casino Guru and yutayuta5,

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 Mystino Team,

Thank you for your response.

We appreciate your attention to this matter and look forward to receiving further information, as well as your position regarding the proposed next steps, once your review has been completed.

Dear Michal,

Thank you for your patience while we conducted a thorough investigation in close cooperation with our Risk Team.

We would like to kindly inform you that the action previously applied to the player’s account has now been reversed by our responsible departments. The player is once again able to access their account and view their balance without restriction.

Following a reassessment of the circumstances surrounding the case, it was determined that no further restrictions were necessary on the account.

We appreciate your understanding and cooperation throughout this process. Should you require any additional information or clarification, please do not hesitate to contact us.

Kind regards,

Mario

Resolution Specialist

Thank you for the positive update, Mario / Mystino Team.

Dear yutayuta5,

In accordance with the casino's response, after an examination by the appropriate department, your account has been reactivated, and the balance has been restored to your account.

Please let me know if I can consider this matter resolved or if there is anything further you require assistance with.

Dear yutayuta5,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear yutayuta5,

While it appears that the matter has been clarified and you most likely have received the funds, otherwise you would still enquire about them, we have not received confirmation from you on whether this case can be considered sufficiently addressed or if you need additional assistance. Due to your lack of response, we regrettably must move forward with closing this complaint as rejected. I would like to thank the casino team for their cooperation.

If you experience any further issues with this or any other casino in the future, please do not hesitate to reach out to us—we will try our best to assist you.

Best regards,

Michal

Casino Guru

We have received email confirmation from the player that the winnings have been successfully received.

We are pleased that this matter has now been resolved and that our involvement contributed to facilitating a positive outcome.

Accordingly, I will proceed with marking the complaint as "Resolved" in our system. I would like to thank both the player and the casino for their cooperation throughout the complaint resolution process.

Should you encounter any issues with this or any other casino in the future, yutayuta5, please do not hesitate to contact our Complaint Resolution Centre. We remain available to assist whenever possible.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru

I received it safely.

Thank you for your assistance.