Mystino Casino - Pelaaja ilmoittaa voittojen takavarikoinnin.

I would like an investigation into the unjust confiscation of my winnings from playing slot games using a deposit bonus.

入金ボーナスを使用してスロットゲームでプレイした勝利金が理由もなく没収されたので調査していただきたいです。

Dear jtwmT745,

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 how long ago you registered your account and if you’ve completed the account verification successfully? 
• If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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

Best regards,

Petronela

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

It's been about a month and a half since I registered.

It was confiscated while I was submitting additional documents to verify my account.

登録してから約1ヶ月に半なります。

アカウント確認の追加書類提出中に没収されました。

Hi saschaop,

• Were you provided with any specific explanation for the confiscation of your bonus winnings?

Thank you.

Curisle reserves the right to suspend or close your account at any time without explanation if it considers in its sole discretion that continuing the business relationship with you may negatively impact its license and general regulatory obligations, provided, however, that contractual obligations already made by Curisle shall be respected, without prejudice to any rights available to Curisle at law.

Here's how the casino explained it:

Curisleは、当社独自の裁量で、ユーザーとの取引関係を継続することが当社のライセンスおよび一般規制義務に悪影響を与える可能性があるとみなした場合、一切の説明なしで、いつでもアカウントを凍結または閉鎖する権利を留保します。ただし、Curisleによりすでに行われている契約上の義務は、法律でCurisleが使用可能な権利を損なうことなく、順守されるものとします。

カジノ側からはこう説明されました。

Thank you very much, jtwmT745, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you jtwmT745 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Mystino Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

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 jtwmT745,

Thank you for contacting us and I am sorry to hear that you are uncomfortable with our response.

I have reviewed your account and see that we have taken the decision to close your account in accordance with the following terms and conditions of us.

3.7

We reserve the right to suspend or terminate an Account at any time in cases where we believe that continuing the business relationship with you could negatively impact our licensing and general regulatory obligations at our sole discretion and without any explanation whatsoever, however any contractual obligations already made by Curisle shall, without prejudice to any rights available at law to Curisle, be honoured accordingly.

Due to a breach of our terms and conditions, we have forfeited your winnings. However, as we already informed to you, when you make a withdrawal request, we will refund to you the full amount you have previously deposited with Mystino.

Please note that we must enforce our terms and conditions consistently, to ensure that all Mystino customers can engage in fair and genuine transactions when using our services.

Please let us know if you have any further questions on this.

Thank you.

Mystino Casino

Thank you for the clarification Mystino Casino representative. Would it be possible to disclose why was the player's account closed? If the information is to be kept confidential you can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear Peter,

Thank you for your reply. I will send you an email explaining the details.

Best regards,

Mystino Casino

Thank you for providing me with the information Mystino Casino representative.

Dear jtwmT745, the casino has provided me with evidence of bonus abuse detected by multiple accounts linked with claiming the same bonuses, using similar payment methods, and engaging in similar gameplay (including playing the same games played, placing the same bet amounts within the linked accounts). Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter