Mystino Casino - Τα κέρδη του παίκτη έχουν κατασχεθεί.

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!

Although they seem to ignore support, it appears to be run by the same company as Vera John Casino and Yuugado.

If Mystino doesn't respond, I can't even accept that the ratings of Vera John Casino and Yuugado will also drop.

サポート無視しているようですが、ベラジョンカジノや優雅堂と同じ運営会社のようです。

ミスティーノが対応しないとなるとベラジョンカジノや優雅堂も評価が一緒に下がらないと納得すら出来ません。

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.

I can't tolerate unresolved complaints.

It's the same company that operates Vera John Casino and Yuugado.

If ignored, they will be punished.

If this were allowed to continue, people could create a huge number of websites and commit any kind of crime they wanted.

I would like to explain the operations of Vera John Casino and Yuugado.

未解決のクレームなど許せないです。

ベラジョンカジノ、優雅堂の運営会社と同じですよ。

もし無視されたら一斉に処罰対象でしょう。

これがまかり通るならばサイトを大量に作って悪行やりたい放題です。

ベラジョンカジノ、優雅堂の運営を引っ張り出して説明させてほしいです。

Dear Casino Guru and gp5tmW45,

Please note that the current operator only acquired the brand and not the business, as you claim. We cannot assume responsibility for any previous decisions, agreements, or actions taken by the former operator. The matter you have raised relates to a period when the previous operator was solely responsible for managing the business and its customer relationships.

As such, we do not have the authority or ability to review or alter decisions made when the brand was operated by another business. Any queries or disputes concerning that time should be directed to the former operator, as they remain the appropriate party to address your claim.

We appreciate your understanding.

Kind regards,

Complaints Team

Is it correct to say that the operator of Vera John Casino Yuugado believes that this will be accepted?

If they were to abandon responsibility for this incident, it could be said that they were helping the previous operator run away with the money.

Brand acquisition involves the transfer of all rights and obligations.

Also, users have no way of knowing about the acquisition notification other than when it switches on.

This is a case of fraud. Please take full responsibility and make amends.

これが罷り通ると考えているのがベラジョンカジノ優雅堂運営会社ということでよろしいですね？

今回の件を責任放棄されるならば前運営者がお金を持って逃げた状況を手伝っているとも言えます。

ブランド買収は全ての権利義務移行です。

またユーザーは買収通知を切り替わりでしか知る由もないありません。

これは詐欺事件と同類です。しっかり責任を持って償って下さい。

I can't even communicate directly with my predecessor.

Will the current management even abandon the idea of holding their predecessors accountable?

It's not acceptable to buy a brand and then turn a blind eye.

Mr. Casino Guru, if you continue to make this claim, it will be shocking to the casino industry.

They should make a big announcement and take action to shut down the operating company.

This is an unprecedented case of fraud.

前任者と私が直接やり取りも出来ません。

前任者に責任を追及することさえ現運営は放棄されるのですか？

ブランド買収して知らぬ存ぜぬだの赦されませんよ。

カジノグルさん、この主張を続けるならばカジノ業界としても震撼する主張です。

大々的に告知して運営会社を潰すように動くべきです。

前代未聞の詐欺案件ですよ。

Thank you for the update Mystino Casino representative. Would it be possible to provide me with any way to contact the previous operator? If needed, you can forward any information to my email. ([email protected]) Thank you in advance for your cooperation!

Casino Guru

Is this kind of shirking of responsibility acceptable in the casino industry?

Won't the casino industry be punished for not taking accountability for buying and seizing a brand?

If this passes, we can do whatever we want.

Please give us your opinion.

カジノグルさん

このような責任逃れはカジノ業界で認められるのですか？

ブランド買収して没収した説明責任負わないのはカジノ業界として罰せられないのですか？

これが罷り通ればやりたい放題できますよ。

見解をお願いします。

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 Peter,

Please note that we sent you a reply to the request above via email. Let us know if any further information is needed from our end.

Kind regards,

Complaints Team

Thank you for the response Mystino Casino representative.

Dear gp5tmW45, The casino has been unable to provide any relevant contact details and has not assisted in the resolution of this complaint in any capacity. We therefore maintain our position that the responsibility to investigate this matter lies with the current operator.

Whether the current operator acquired only the brand rather than the full business is not relevant from the player’s perspective, as both are effectively perceived as the same entity. Consequently, it is the responsibility of the current operator to pursue the previous management if it wishes to prevent potential reputational damage to the brand.

Regrettably, without the casino’s cooperation, there is little more that can be achieved at this stage. We will therefore mark this complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

Kind regards,

Peter