Mystino Casino - Die Gewinne des Spielers wurden konfisziert.

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.

ミスティーノカジノで初回入金オファーで遊んでいた所、理由もなく勝利金の没収をされました。

理由を知りたいので調査お願いいたします

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.

ウェルカムボーナスを有効にした正確な時期

4/6 19時

ボーナスがキャンセルされたのは

410 0時

賞金が無効になったのは賭けを終えた後

カスタマーサポートに連絡して、賞金が没収された理由を尋ねましたか?

はい尋ねました。

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

送りましたよろしくお願いいたします

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.