Mystino Casino - Player’s account is closed without explanation.

I received both the first and second deposit bonuses and played the slot game Gigantoonz.

On my second deposit, I won approximately $9,000 in cash. After that, I played other games like Book of Dead and requested a withdrawal of approximately $8,000.

Mystino requested additional verification documents and delayed the withdrawal.

Ultimately, my account was suspended indefinitely based on the Terms of Service (see 3.12).

They stated that this was a prohibition against fraudulent activity and collusion.

I strongly protested that I had not engaged in such activities and requested proof, but I have not received a response due to security reasons.

My wish is for the $8,000 to be withdrawn smoothly.

Could you please help me?

Thank you.

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Dear miya11no,

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? Have you played slots only?
• Did you pass the verification before you lost access to the account?
• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

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

I only played slot games. I mainly played Gigantoonz. I believe I had submitted my identity verification documents, although I don't think the process was complete. No family members played. I'm not familiar with IP addresses, but no one else played at my home. Thank you.

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 screenshots here.

Thank you for your patience and cooperation.

I have forwarded the email to the specified address. Thank you.

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, Barbora (barbora.p@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

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Mystino Casino representative to join this conversation.

Dear Mystino Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Barbora and Casino Guru Team,

We acknowledge receipt of the complaint and confirm that it has been duly received and registered.

Please be informed that the matter has been escalated to our relevant responsible departments for review and further assessment.

We aim to provide an update as soon as possible once the internal review has progressed.

Thank you for your understanding.

Kind regards,

Mario

Resolution Specialist

Dear Mario,

Thank you for acknowledging the complaint and for the update.

We appreciate your cooperation and will await the outcome of your internal review. Please keep us informed of any developments regarding this case.

Dear Barbora,

Please be advised that, after a careful and comprehensive investigation conducted by our Risk Team, our decision to permanently close the accounts in question and confiscate the associated winnings is based on the following findings:

Coordinated Multi-Accounting: We have identified clear behavioural and technical indicators of multi-accounting covering registration patterns, KYC verification, as well as gameplay strategies targeted at exploiting bonus contributions on specific game titles which shows intent, scale, and coordination, not isolated edge-case abuse.

Abuse of Promotional Mechanics: The gameplay exhibited by these accounts demonstrates a "positive EV" strategy that is entirely bonus-driven and relies on systematic multi-accounting to industrialize the strategy. This constitutes a direct breach of our Terms and Conditions regarding collusion and structured betting to exploit mechanics.

The escalation to Casino Guru appears tactical and reactive following enforcement, which is consistent with organised groups attempting to pressure operators’ post-intervention.

Collusive and Coordinated Actions in Payments: Our internal financial analysis has confirmed collusive and coordinated actions on the site and in payments across these accounts, a pattern consistent with a fraud ring.

Based on the totality of the evidence gathered during our investigation, we remain satisfied that the accounts were operated in breach of our Terms and Conditions and that the enforcement measures applied, including the permanent closure of the accounts and confiscation of the associated winnings, were justified, proportionate, and necessary to protect the integrity of our platform.

This concludes our review of the matter. Thank you!

Regards,

Mario

Resolution Specialist

Dear Mario,

Thank you for your response and for outlining the conclusions of your investigation.

Given the seriousness of the allegations and the resulting confiscation of the player's winnings, we kindly ask that you provide the relevant supporting evidence for our independent review.

Please send any documentation, reports, or other materials that substantiate the claims of coordinated multi-accounting, collusive behavior, payment-related connections, and bonus abuse directly to my email at barbora.p@casino.guru.

Please note that any evidence shared with us will be treated confidentially and used solely for the purpose of assessing this complaint fairly and impartially.

We look forward to your cooperation.

Dear Barbora,

Thank you for your reply,

As stated in our previous correspondence, our Risk Team has conducted a comprehensive investigation and holds clear evidence supporting the conclusions already communicated to you regarding coordinated multi-accounting, collusive activity, payment-related connections, and bonus abuse.

However, due to our legal, regulatory, security, and data protection obligations, we are unable to disclose internal investigation materials, risk analysis, fraud detection methods, account-linking data, or any information relating to third parties. Such information is confidential and forms part of our internal controls and fraud prevention processes.

While we appreciate Casino Guru's request for supporting documentation, we are not in a position to share the underlying evidence. We can only reiterate that the decision was based on a thorough review conducted by our specialist Risk Team and that we remain fully satisfied with the conclusions reached.

As our findings and position have already been communicated, we consider the matter reviewed and our position remains unchanged.

Thank you for your understanding.

Kind regards,

Mario

Resolution Specialist

Dear Mario,

Thank you for your response.

We understand that you may not be able to share certain details related to your internal processes, fraud detection methods, or information concerning third parties.

At the same time, due to the seriousness of the allegations and the confiscation of the player's winnings, we need to review sufficient supporting evidence to independently assess whether the actions taken were justified.

Please note that any information shared with us is treated as strictly confidential and used solely for the purpose of reviewing the complaint fairly and impartially.

If you are unable to provide any supporting documentation or evidence, even in a redacted form, we will unfortunately not be able to verify your conclusions independently.

In that case, we may have to close the complaint as unresolved due to insufficient evidence provided by the casino. According to our methodology, unresolved complaints may have a negative impact on the casino's Safety Index.

We would therefore appreciate it if you could reconsider your position and provide any information that would help us assess this case objectively.

Thank you for your cooperation. We look forward to your reply.

Dear Barbora,

Thank you for your reply,

We acknowledge your request for supporting documentation. However, as previously advised, our Risk Team has completed a full investigation and identified evidence supporting our findings, including multi-accounting, collusive activity, payment-related links, and bonus abuse.

While we wish to fully cooperate, we are unable to share internal risk data, fraud detection methods, or any third-party related information due to legal, regulatory, security, and data protection obligations.

Accordingly, no additional information can be provided. Our decision remains based on a thorough internal review and is unchanged.

Thank you for your understanding.

Kind regards,

Mario

Resolution Specialist

Dear all,

Thank you for your cooperation throughout this complaint process.

We understand that the casino is unable to share certain information related to its internal procedures, fraud prevention measures, and third-party data.

However, given the seriousness of the allegations and the confiscation of the player's winnings, we need to review sufficient supporting evidence to independently assess whether the actions taken were justified.

Despite our requests and assurances that any information shared with us would be treated confidentially, no supporting evidence has been provided for our review. As a result, we are unable to independently verify the conclusions reached by the casino's Risk Team.

For this reason, we will close the complaint as unresolved due to insufficient evidence provided by the casino. According to our methodology, unresolved complaints may have a negative impact on the casino's Safety Index.

Should the casino decide to share relevant information with us confidentially in the future, we remain open to reviewing the case.

Best regards,

Barbora

Casino Guru