Coincasino.com - Player requests refund after account closure.

I am reaching out to file a formal complaint against CoinCasino, regarding gambling activity that took place on their platform despite my being legally self-excluded in Switzerland, where I am a resident.

Between 17th and 20th April, I deposited and lost approximately 5,446 USDC on CoinCasino during a relapse connected to my ongoing gambling addiction.

I later discovered that CoinCasino operates without a Swiss license and should not legally be accepting players from Switzerland under the Swiss Federal Gambling Act, which only permits licensed operators approved by Swiss authorities.

Despite this, CoinCasino allowed me to register, deposit, and gamble without performing proper identity checks, geo-blocking, or excluding Swiss residents. This resulted in my bypassing the protective legal and psychological safeguards that I had put in place to avoid gambling.

I have already contacted CoinCasino directly, where I requested:

The permanent closure of my account (which was confirmed)

A refund for the unauthorized gambling activity, citing my documented addiction, legal self-exclusion, and the fact that CoinCasino is not permitted to serve Swiss residents.

I also provided the following supporting documentation to CoinCasino:

Swiss self-exclusion certificate

Crypto deposit records

Screenshots of my casino account and activity

So far, CoinCasino has only confirmed the account closure, but has not responded to my refund request or provided any indication of a resolution. I believe that allowing self-excluded, at-risk individuals from restricted jurisdictions to gamble is a serious ethical and legal failure.

I respectfully request you to assist in mediating this case and help ensure that CoinCasino acts responsibly and fairly by issuing a full or partial refund and addressing the lack of protective measures for vulnerable players.

Thank you for your help and support in resolving this matter.

Sincerely,

Antonio

Switzerland

Dear Anaclero,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’ve encountered.

Please understand that Coincasino does not operate with a license issued by Switzerland, therefore, they do not have access to the national register. In other words, because Coincasino operates without a license, it is not possible for them to comply with Switzerland-specific responsible gambling measures, such as the national registry. Unfortunately, for this reason, we are unable to help you claim reimbursement for your losses.

• Do I understand correctly that your account was closed after you informed the casino about your gambling problem?

If your account has been closed, I am afraid there is not much we can do for you. Please let me know if there’s anything else I can do for you regarding this case. Otherwise, I will have to close the complaint.

Thank you for your understanding.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Querida Kristina,

Gracias por su respuesta y por la atención prestada a mi queja. Es correcto que mi cuenta se cerró después de haberme puesto en contacto con ellos.

Comprendo que CoinCasino no posee licencia suiza y, por tanto, no tiene acceso al registro nacional de autoexclusión. Sin embargo, considero importante señalar que el hecho de operar en un país donde su actividad no está autorizada —y permitir el acceso a jugadores de jurisdicciones restringidas sin implementar controles básicos como verificación de identidad o geo-bloqueo— es en sí mismo una grave violación de principios de juego responsable reconocidos internacionalmente. Además en mis datos de registro del casino aparece mi dirección en Suiza, y demuestra que el casino tenía conocimiento de la situación.

Mi solicitud de reembolso (o de reembolso parcial) no se basa únicamente en la falta de cumplimiento con las leyes suizas, sino también en los siguientes aspectos éticos y de responsabilidad social corporativa:

• CoinCasino permitió el acceso de un jugador autoexcluido, vulnerando principios básicos de protección a los jugadores vulnerables.
• No se implementaron procedimientos mínimos de verificación que habrían detectado mi situación, a pesar de los riesgos conocidos del juego problemático.
• Mi actividad no mostró un patrón de juego recreativo normal, sino señales claras de comportamiento de crisis (depósitos rápidos, importes elevados), lo cual debería haber sido motivo de intervención según políticas estándar de juego responsable.

Aprecio que Casino.Guru actúe principalmente en base a licencias oficiales, pero creo que también es importante reflejar estas malas prácticas en la plataforma para advertir a otros jugadores y documentar públicamente los hechos.

Por todo lo anterior, solicito que la queja permanezca publicada y se solicite al casino una respuesta formal para que quede constancia de la situación.

Quedo atento en caso de que requieran información adicional.

Muchas gracias por su tiempo y comprensión.

Atentamente,

Antonio

Dear Anaclero,

Thank you for your follow-up.

We understand your concerns and fully appreciate how distressing your experience must have been. That said, after reviewing the matter again in light of your additional comments, our position remains unchanged.

Since your account has been closed after informing the casino about your situation, we cannot handle this case as a failed self-exclusion. I can only recommend how to request self-exclusion properly in the future if you notice you registered in a casino without the required license.

When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day, hence, if it’s visibly marked you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.