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I deposited $500 into the Mystino Casino.

After receiving the first deposit bonus, I played slot games. In accordance with the rules stated in the terms of use, I made a withdrawal of $7393 from Hawaiian Dream Christmas.

When I made the withdrawal application, they asked for account verification. Thus, I submitted a selfie and a resident certificate as identification documents.

Afterwards, I got an email saying that the account verification had been completed, and inside the email were further information stating, "At the discretion of this department, based on our company's regulations, we have confiscated the said amount and closed your account." They went ahead and confiscated the $7393 and closed my account all at their own whim.

As far as I am concerned, if there is a reason, I would like them to tell me. I attempted to argue this through email exchanges, but they didn't give me a clear reason. They just informed me about the account closure and confiscation of balance, leaving me in a state of confusion.

I appreciate your attention to this matter.

ミスティーノカジノに＄500を入金。

初回入金ボーナスを受け取りスロットゲームをプレイ。利用規約内ルール違反は無く、hawaiian dream christmasで＄7393を出金。

出金申請をかけたが、アカウント認証を求められたため、本人確認書類として自撮り写真、住民票を提出。

その後、アカウント認証が完了したと案内があったがメール内にて【当部署の判断により以下弊社規約に基づき該当金額の没収及びお客様のアカウントを閉鎖させていただいております。】との案内があり＄7393は没収、アカウントは閉鎖すると一方的な内容。

こちらとしては、理由があるなら教えとほしいとメールでのやり取りを試みるも、明確な理由は教えて貰えず、アカウント閉鎖、残高没収の案内しか無く、困っている状態です。

よろしくお願いいたします。

Dear aotyan19,

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.

• Do I understand correctly that you completed the bonus wagering requirements before requesting the withdrawal?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

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

Best regards,

Kristina

Am I correct in understanding that you have completed the bonus wagering requirements before requesting a withdrawal?

→I played within the bonus terms.

It was played using wagering requirements and prohibited games.

Could you please forward all related communications between you and the casino to: kristina.s@casino.guru ?Alternatively, you can post it here.

→

Understood.

All correspondence via email will be submitted to this address.

出金をリクエストする前にボーナスの賭け条件を完了したと正しく理解していますか?

→ボーナス規約内でのプレイでした。

賭け条件や禁止ゲームを使用してのプレイでした。

あなたとカジノとの間のすべての関連通信を次の宛先に転送していただけますか。 kristina.s@casino.guru ?あるいは、ここに投稿することもできます。

→

分かりました。

こちらのアドレスにメールでのやり取りを全て提出します。

Thank you very much, aotyan19, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

yes! Thank you!

はい！よろしくお願いいたします!

Hello there,

Thank you aotyan19 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 was the player's account blocked and winnings confiscated.

Thank you!

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 aotyan19, I was in contact with the casino affiliate and was given information about your situation but I am unable to share it due to our agreement with the casino. As the situation wasn't fully explained even to me I'd recommend you contact the licensing authority the casino operates under which is Curaçao Antillephone N.V. (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.