Mystino Casino - Das Spielerkonto wurde ohne Angabe von Gründen geschlossen.

Dear Sir/Madam,

I am writing to formally file a complaint against the operator regarding the suspension of my account and the improper handling of my KYC verification process.

I submitted all required identification documents in full compliance with the operator’s KYC requirements. However, my verification was rejected solely because another individual was unintentionally visible in the background of my photo. This was clearly accidental and does not affect the validity of my identity or the authenticity of the submitted documents.

Following this, my account was suspended without sufficient explanation or justification. I would like to emphasize that I am the legitimate account holder and have not violated any terms or conditions of the platform.

Despite my willingness to cooperate and provide additional documentation if required, the operator has failed to offer a fair and reasonable resolution. I believe this action to be unjustified, disproportionate, and not in line with fair gaming and consumer protection standards.

I respectfully request that your authority review this matter thoroughly and take appropriate action to ensure a fair resolution, including the reinstatement of my account and proper completion of the KYC process.

Additionally, if there are any funds associated with my account, I request that these be secured and handled appropriately in accordance with applicable regulations.

Thank you for your attention to this matter.

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.

Dear yutayuta5,

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 which games you focused on - slots, live casino, sports betting, etc.?
• Have you lost access to your account directly after the verification process?
• Did you accumulate your winnings with or without an active bonus?

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,

Attila

Dear Sir/Madam,

Thank you for your response.

Please find my answers below:

The game I mainly focused on was slots.

I was unable to access my account immediately after completing the KYC verification process.

The bonus was invalid, and I accumulated my winnings while playing baccarat.

I hope this information helps clarify the situation. I look forward to your prompt assistance in resolving this issue.

Hello yutayuta5,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.

Thank you for your patience and cooperation.

Dear yutayuta5,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I will send it to you by email.

Have you received it?

Thank you for your response. Could you please forward your KYC submissions as well? Additionally, do I understand correctly that there was an issue with the submitted photos because a third party was present in the images?

Thank you in advance for your reply.