Mystino Casino - Player's winnings confiscated, account closed.

I was unfairly deprived and my account was frozen by Mistino.

I received a bonus on my first deposit and again on my second deposit.

I played on a $4 slot machine without using the bonus, hit the cash, then made a withdrawal. When they requested KYC, I submitted it, but afterward, I received a notification of cash confiscation and account closure.

Dear zhengyangjincheng22,

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?
• Which games you’ve been playing (live casino games, slots, or sports betting)?

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

On the day I registered, it suddenly closed down in the middle of account verification on March 1st.

Gator Dx

I only played the machine called

Hi zhengyangjincheng22,

• Am I correct in understanding that the verification of your account was not successful, leading to the blocking of your account?
• Could you kindly send any relevant communication between you and the casino that might provide further insight into the issue? My email address is petronela.k@casino.guru.

Thank you.

I don't know why my account was blocked. The casino says they won't explain.

Your account was blocked before it could be verified. Communicate with the casino petronela.k@casino.guru I forwarded it to.

Thank you very much, zhengyangjincheng22, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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, zhengyangjincheng22!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

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.

I think it is malicious to play with cash instead of bonuses and forfeit your winnings, so I would like the casino to take action.

We have decided to extend the timer because we are waiting for the casino's next response.

We have decided to extend the timer because we are still waiting for the casino's next response. Their representative is out of office till tomorrow.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. 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 Curacao Antillephone Gaming Authority (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you will be submitting the complaint so I change the status on "Waiting for the regulator's decision" (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel K

Casino Guru Team