Mystino Casino - Os ganhos do jogador foram confiscados.

I registered on 11/22 and played for the first time. I won without using the bonus and when I applied for a withdrawal, my account was verified and I submitted it, but during the review process I received an email saying my winnings had been confiscated.

I was not able to hear the reason and it was confiscated unilaterally, so I can't do anything about it, so please cooperate.

11/22に登録して初回プレイをしました、ボーナスを使用せずに勝利し出金申請をするとアカウント認証がきて、提出しましたが審査中に賞金没収のメールが来ました。

理由も聞く事ができず一方的に没収されこちら側では何もできないので協力お願いします

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Mystino Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Was your account blocked? Can you currently log into your account and access different sections of your player's account?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share with me your communication with the casino regarding the confiscation of your winnings? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Best regards,

Tomas

My account was closed after I withdrew the funds.

We played on the slot machines Limbo, Sweet Bonanza, and Sugar Rush.

My emails are also blocked so I can't contact Mystino.

It was confiscated without KYC passing.

入金分を出金後アカウント閉鎖されました。

limbo、sweetbonanza、シュガーラッシュというスロット台で遊びました。

メールもブロックされてミスティーノと連絡がとれません。

kycが通ってない状態で没収されました。

Hello there,

Thank you gp5tmW45 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 the player's account was closed and winnings were confiscated.

Thank you!

Dear gp5tmW45 and Peter,

Thank you so much for your contact and for giving us the chance to review this complaint.

This follow-up is to let you know that the case is under investigation and our team is reviewing the details you provided.

We’ll reach out as soon as we have an update. In the meantime, we really appreciate your continued patience and understanding.

If you have any new information to add, feel free to reply to this email.

Warmest regards,

Complaints Team

Dear gp5tmW45 and Casino Guru team,

Please note that prior to 2nd December, Mytsino Casino was operated by another company Curisle N.V. The account closure and related confiscation you are referring to were made by this previous operator. 

For this reason, we are unfortunately unable to process or remit any winnings connected to actions taken before the acquisition and migration. We kindly ask you to contact Curisle N.V. for any dispute or clarification regarding the decision taken at that time.

Should you have any other questions, please feel free to contact us.

Kindest regards,

Mystino Complaints Team

it's out of the question.

If they are continuing to operate under the Mystino name, the responsibility should be borne by the management after they take over.

Furthermore, the confiscation took place a week before I took over, so talk of acquiring it must have already been happening.

In other words, such confiscations could give rise to suspicion that the person in question was attempting to avoid responsibility.

Please take over the responsibilities of the previous management.

それは話になりません。

ミスティーノの名前を引き継いでやっているなら責任は引き継いだ後の運営が負うべきです。

それに没収したのは引継ぐ一週間前の話で既に買収の話は出ていたはずです。

つまりこういった没収によって責任逃れをするおつもりだったと疑われる行為になり得ます。

しっかり前運営の責任を引き継いで負ってください。

Thank you for the update Mystino Casino representative. As the player mentioned, the responsibility to investigate this matter lies with the current operator. When you take over a business, you don’t just inherit the assets—you also assume responsibility for any ongoing issues, including unresolved complaints. That means it’s up to the new management to review past decisions, follow up with previous operators if necessary, and ensure that outstanding concerns are handled properly. Customers shouldn’t be expected to chase down former management; the continuity of service falls under the current operator’s duty of care. As such, I would appreciate it if you could look into the matter with the previous operator. Thank you in advance for your cooperation!