Mystino Casino - Player's winnings were confiscated.

I was playing using the initial deposit offer at Mystino Casino, when my winnings were confiscated without any reason.

I would like to know the reason, please investigate.

Dear yama57458,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify when exactly did you activate your welcome bonus?

When exactly was your bonus canceled?

Have your winnings been voided only after you finished wagering, or was it during the gameplay?

Have you communicated with customer support to ask them why your winnings were forfeited?

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

Best regards

Veronika

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.

Exactly when did you activate your welcome bonus?

4/6 7pm

The bonus was cancelled

410 0:00

The winnings were voided after the bet was placed.

Have you contacted customer support to ask why your winnings were confiscated?

Yes I asked.

Please forward me any relevant communication between you and the casino regarding the cancellation of your bonus. My email address is veronika.l@casino.guru. Thank you.

I sent it thank you

Thank you very much, yama57458, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.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 yama57458,

I'm Michal, and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Mystino Casino to join the conversation.

Dear Mystino Casino,

Can you please provide information on why were the player's winnings confiscated? If the information can't be shared publicly, please forward it to me at michal.k@casino.guru

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 yama57458,

Just to give you a quick update. I'm in contact with the casino representative and am awaiting further information and evidence to better understand the whole situation. We would like to give this case more time to get resolved. We are extending the timer for an additional 7 days.

If the casino fails to respond or provide the evidence in the set time frame, we will be forced to close the complaint as ‘unresolved’ which will have a negative impact on the casino rating.

What kind of evidence should I provide specifically? I don't know why it was confiscated, so I don't know what to provide.

Dear yama57458,

I'm awaiting further information and evidence from the casino team, not you. At this point, there's no need for anything from your end.

Apologies for any confusion caused if my previous message was unclear to you.

Dear yama57458,

Apologies for the delay in response, but gathering all the required information and evidence to come to a fair conclusion took a bit more time than expected.

After gathering all the necessary information and evidence, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - bonus abuse detected by multiple accounts created close one after another 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).

Under these circumstances, I regret to inform you that I cannot offer any further assistance, and as a result, this complaint will be rejected. Casinos maintain a strict policy concerning instances of multiple accounts or coordinated gameplay, such as the one described in this case. The casino team informed me they would refund your initial deposit, which seems like a fair thing to do, so feel free to request it.

I am sorry we could not help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino and we will try our best to help.

Best regards,

Michal

Casino Guru