COIN365Bet Casino - Player’s requiring refund due to not given bonus and restricted games.

I have the same exact complaint as the other plaintiff. I deposited money to this casino. I never received my deposit bonus and furthermore I am not able to play video poker since all of the video poker offered is restricted for play in the united states. I attempted to contact support and the admin three days ago and have received no reply about either issue. As a result of getting no help with the applicaton of my deposit bonus or the issue of playing video poker, I attempted to withdraw my money using bitcoin. Since withdrawals from this casinos are instant as the other person complaining about this casino points out, I would like my withdrawal amount. I never had a bonus applied and I never wagered any of my deposit for the reasons stated above.

Hello,

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. Have you played any of your deposited funds? Was your account verified successfully? Have you tried to communicate a possibility of a refund with the casino? If there’s any relevant communication, please forward it to petronela.k@casino.guru. I understand that it might seem like a lot of questions, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

Have you played any of your deposited funds?

I never wagered any of my deposit.

Was your account verified successfully?

They simply will not communicate - not even to ask me for verification documents. Which shouldn't apply anyway since this is an anonymous bitcoin casino.

Have you tried to communicate a possibility of a refund with the casino?

Yes, I sent an e-mail to the support and admin of the casino requesting a withdrawal of my original deposit. No one from the casino has contacted me at all.

thank you for your assistance.

Best, tableplay.

Thank you very much Tableplay for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you Petronela.

Hello, tableplay.

I am sorry about your situation. I have checked the casino T&C's, and I believe you need to make a KYC before the withdrawal:

Anonymous Account or ‘nominal’ account records are not permitted. Any existing anonymous accounts or accounts believed to be 'nom de plume' or that have inconsistent identification should be subject to appropriate due diligence to establish the identity and bona fides of the account holder at an early opportunity.

Some casinos require to make a minimal 3x turnover as anti-money laundering rule.

Unfortunately, the casino is new and with a Philipino license. It might take time till we establish a contact with them (they are not registered in our system yet) Please meanwhile try to contact them via telegram/twitter/Facebook all available on their website. We will do our best to help you, but in the current situation, there is a chance that they answer you sooner than to us.

"Players cannot withdraw their funds unless they have verified their email addresses." - I verified my e-mail address.

The casino personnel will not communicate with me. I have never corresponded to a person there ever. How can I start a KYC process when the casino personnel won't send me information on what I am supposed to submit to them ?

If the casino won't apply my bonus then why am I required to make any sort of rollover ?

There is no way for a U.S. player to play video poker on this website under any circumstances even though it advertises that this game is permitted for all players (maybe not all software providers' video poker, but at least one or it is false advertising).

The casino violated the terms by not applying the requested bonus (advertising a bonus and then not honoring it is fraud) and not allowing video poker by U.S. players.

I do not have telegram,facebook or twitter and this is not listed as a requirement in the terms and conditions for withdrawing or establishing an account. I contacted their support by e-mail and attempted to engage in live chat. Both are not answered. These are perfectly reasonable attempts on my part at contact. I even tried casino.guru to try and get a resolution but nothing works. Do any personnel at casino.guru have telegram,facebook,or twitter accounts ? If so, has contact with coin365bet been attempted using these methods ?

Anyway, I'm sure not answering any incoming requests from myself or casino.guru for 14 days and the fact that their last facebook post is from November 22nd 2019 and their last twitter post is from August 26th 2019 (their facebook and twitter accounts are public and do not require facebook/twitter accounts to read) is all perfectly normal and is no indication of a zombie casino. This place gets a fresh reputation rating from casino.guru so I'm sure there is nothing to worry about.

Thanks.

We would like to ask the COIN365Bet 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’.

I am very sorry Tableplay.

The casino is non-responsive to us.

We are forced to close your complaint as "unresolved."

I hope the casino will contact us soon and solve your complaint.