Mystino Casino - Player's winnings were confiscated and the account closed.

I deposited $500 into the Mystino Casino.

After receiving the first deposit bonus, I played slot games. In accordance with the rules stated in the terms of use, I made a withdrawal of $7393 from Hawaiian Dream Christmas.

When I made the withdrawal application, they asked for account verification. Thus, I submitted a selfie and a resident certificate as identification documents.

Afterwards, I got an email saying that the account verification had been completed, and inside the email were further information stating, "At the discretion of this department, based on our company's regulations, we have confiscated the said amount and closed your account." They went ahead and confiscated the $7393 and closed my account all at their own whim.

As far as I am concerned, if there is a reason, I would like them to tell me. I attempted to argue this through email exchanges, but they didn't give me a clear reason. They just informed me about the account closure and confiscation of balance, leaving me in a state of confusion.

I appreciate your attention to this matter.

Dear aotyan19,

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.

• Do I understand correctly that you completed the bonus wagering requirements before requesting the withdrawal?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

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

Best regards,

Kristina

Am I correct in understanding that you have completed the bonus wagering requirements before requesting a withdrawal?

→I played within the bonus terms.

It was played using wagering requirements and prohibited games.

Could you please forward all related communications between you and the casino to: kristina.s@casino.guru ?Alternatively, you can post it here.

→

Understood.

All correspondence via email will be submitted to this address.

Thank you very much, aotyan19, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

yes! Thank you!

Hello there,

Thank you aotyan19 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 was the player's account blocked and winnings confiscated.

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 aotyan19, I was in contact with the casino affiliate and was given information about your situation but I am unable to share it due to our agreement with the casino. As the situation wasn't fully explained even to me I'd recommend you contact the licensing authority the casino operates under which is Curaçao Antillephone N.V. (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 need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Dear aotyan19,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.