Mystino Casino - Печалбите на играча са конфискувани след проверка на самоличността.

I was playing slot games using the deposit bonus at Mystino Casino and won. When I requested a withdrawal, I was suddenly asked for identity verification. I followed the instructions and submitted the required documentation, but unexpectedly, my winnings were confiscated without any explanation.

I would like to know the reason for this, so please investigate.

ミスティーノカジノの入金ボーナスでスロットゲームで遊んで勝利し、出金依頼をした際に、本人確認を要求され指示に従い提出していると理由も言われずにいきなり勝利金が没収されました。

理由を知りたいので調査お願いします。

Dear MjptJ69,

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.

Has your account been blocked after your identity documents were checked by the casino?

Have you received any email from the casino after your winnings were confiscated?

Could you please specify which bonus you took? Ideally, send me the name or the screenshot of the bonus.

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

Your account has not yet been blocked.

I got your mail.

This is a 50% deposit bonus as a daily deposit benefit.

アカウントはまだブロックされておりません。

メールを受け取りました。

日替わり入金特典の50%入金ボーナスになります。

Could you please forward me the email you received after your winnings were confiscated? My email address is veronika.l@casino.guru. Thank you.

Sent, thank you

送信しました、よろしくお願いします

Thank you very much, MjptJ69, 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 MjptJ69,

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? Has the player not passed the KYC process? If the information can't be shared publicly, please forward it to me at michal.k@casino.guru

Dear MjptJ69,

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

I have reviewed your account again and see that we have taken the necessary decisions 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.

Our primary goal is to ensure that all Mystino customers can engage in fair and genuine transactions when using our services. Please understand that in order to ensure that all customers have fair access to our services, we have to be compliant with our terms and conditions.

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

Thank you.

Mystino Casino

I wanted to have that explained to me, so I asked Casino Guru to mediate, but can they tell me?

その説明をしていただきたく、カジノグルに仲裁してもらったのですが、教えてもらえないのでしょうか

Thank you for providing information and supporting evidence, Mystino team.

Dear MjptJ69,

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 the same or very similar gameplay (including playing the same games, placing the same bet amounts and engaging in two-tier betting).

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