Mystino Casino - Player’s account is closed and withdrawal canceled.

I used the deposit bonus at this casino to play slots.

The bonus portion increased my balance, and when my balance reached about $7,000, I met the withdrawal requirements.

I applied for a withdrawal on December 6th.

However, even though I had completed identity verification and authentication of additional documents, the withdrawal was not made and I was left waiting.

Then, on December 31st, I suddenly received an email stating that my withdrawal had been cancelled, and when I tried to log in, my account was locked.

I have completed identity verification at this casino and was able to withdraw money the day before on December 5th, so I don't understand why my account was suddenly locked and I can't withdraw money.

I would like you to help me withdraw the money.

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me if you played other games too, like live casino, sports betting, etc.?
• When attempting to log in, do you receive any specific error message? Can you post a screenshot here?
• Have you contacted the casino's customer support regarding this issue?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I only played the slots.

I've attached a screenshot.

Email from customer support kristina.s@casino.guru

I'll forward it here

Dear eripon8,

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,

Kristina

Hello eripon8,

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.

eripon8, Casino Guru

I hope you are doing well.

We would like to inform you that our team is currently reviewing the details of your case.

We will contact you once we have confirmed the situation. In the meantime, we appreciate your understanding and cooperation.

Thank you very much for your cooperation.

Complaints Team

Dear Mystino Complaints Team,

I'm looking forward to the information and evidence you can provide regarding the alleged violations of your terms and conditions.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear eripon8,

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 unjustified 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