Coincasino.com - Player's self-exclusion request has been ignored.

Hi,

I was supposed to be self excluded off MIBS N.V net work which was confirmed by the sister sites of this site, however, they never followed it. I also stated this to them in chat prior to depositing another $1000. and they told me they can't self exclude me unless I email and wait hours.

Sincerely,

sati.

Dear sati725,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Coin Casino.

Unfortunately, there isn’t written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites. Could you please advise if you have requested a self-exclusion from Coin Casino directly?

Looking forward to hearing from you.

Best regards,

Nick

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.

Yes, I sent an email they took hours to reply. I deposited again and lost so much, and started saying in chat again after saying it hours ago to self exclude me and they finally did it with my balance of 920 which I deposited again too. If that’s the case I’d like to request a refund of $1920 as those are the deposits after requesting a self exclusion, as well as 920 out of that was never used.

It’s coin casino.com

Now they’re replying to emails within an hour. They literally took advantage of my addiction. Also my balance is stuck.

Dear sati725,

Would it be possible to forward the self-exclusion request which you have sent to the casino to [email protected]?

Additionally, please clarify when exactly was your account closed.

Awaiting your response.

Regards,

Nick

I’ve sent both forwarded now.

It was closed hours later after I messaged again even though they were replying to emails instantly once I started losing. Which can be seen in the email thread.

Dear sati725,

Thank you for your message.

We understand your concerns regarding the self-exclusion process. Please note that, as you have submitted multiple related complaints in the past, you are likely aware that self-exclusion is not an immediate process. Consequently, deposits made shortly after submitting a self-exclusion request are not eligible for a refund.

In this instance, the casino acted promptly and blocked your account within one day of receiving your request, which is considered a timely response. Should the casino choose to issue any form of refund, this would be a discretionary goodwill gesture rather than an obligation.

As the casino has complied with the relevant procedures and no wrongdoing has been identified, we are unable to provide further assistance in this matter.

Thank you for your understanding.

Kind regards,

Nick

We’ve reopened this complaint at the request of sati725. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hi,

I’d just like my existing balance and the deposit prior to that refunded. Please reply casino.

Thank you sati725 for all the information provided. I will now forward your complaint to my colleague Michal ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello sati725,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Coincasino.com,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

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 have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the 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. In the meantime, I recommend reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through the validator on the casino page. They have additional tools and options to assist players in these situations. Complaints can only be filed via a form on the license validator page, and it is noted that only complaints submitted in English will be reviewed. Complaints filed in any other language will not be considered. For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators. If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at [email protected]. I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Michal V

We’ve reopened this complaint at the request of Coincasino.com. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear sati725,

Would you be able to provide us with your initial self-exclusion request?

Hi,

Have they not provided any of it? Also, where is the refund that I was promised and they e emailed about. Multiple times…

I am asking you to provide the email so that I can share it with the casino. If you won't cooperate, I will be forced to reject the complaint.

Hi Team,

I’ll go through my emails again and send it over. However, have they responded about the balance that’s still on the account that is still needing to be refunded?

sincerely,

sati.

After all the necessary evidence is submitted, a discussion regarding a potential refund can be opened. I am waiting for your email.

Hi, I’ve forwarded emails of the refund of my remaining balance. As for the conversations of self exclusion they’re on there chats. Email wise I have to dig into it through my MacBook as for emails on my cell phone it’s limited to what I’ve sent for the last few months. Please keep in mind it’s been 3 months or so.

Dear sati275,

The casino representative has informed me that the refund request was escalated to the relevant department. I will be informing you as soon as I have some news

I deserve the last 2 deposits refunded. Considering the months long wait.

Especially, considering you as the casino have all the transcripts of my requests.

Dear sati725,

I have reached out to the casino representative, and I am hopeful that the case will now move forward. I sincerely apologize for the delay.

Dear sati725,

I have been informed that the refund was processed on the 16th of June. Can you confirm this so we can close this complaint as resolved? I will be waiting to hear from you.

It is not resolved. I never received any refund whatsoever.

I did not receive any refund. If it was paid on June 16 like stated by the casino, I should have received it. I never received a dollar.

Hello sati725,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear sati275,

I have been informed by the casino representative that there was an issue with your refund, and also that you were asked to provide some additional information about your account, as well as the fact that your bank may be blocking the payment. I was also informed that you no longer reply to the casino's emails.

Can you give me an update on the situation from your side? I will be waiting for your reply.

I have been replying, that’s not true. I’ve sent them my direct deposit information as they won’t do an e-transfer back the same way I deposited.

Dear sati725,

I apologize for my late reply. Were there any developments in your case?

No there haven’t been, it’s been a week they asked for my crypto wallet address I sent it. They haven’t processed anything and keep saying wait.

Hi, can you see if they update you? They keep running me around in circles.

Dear sati725,

I have reached out to the casino representative to give me an update. I will be informing you as soon as I get a reply.

Unfortunately, I did not hear back from the casino representative. I’m afraid there is not much that can be achieved without cooperation from the casino's side. I will mark the 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 get back to me, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through the validator on the casino page. They have additional tools and options to assist players in these situations. Complaints can only be filed via a form on the license validator page, and it is noted that only complaints submitted in English will be reviewed. Complaints filed in any other language will not be considered. For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators. If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at [email protected]. I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Michal V

We’ve reopened this complaint at the request of Coincasino.com. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear everyone,

I had a chance to review some additional evidence presented to me, and I can confirm that the refund has been processed correctly from the casino's side.

Dear sati725,

The casino's records show that your refund of 670 USDT was successfully processed in August to the wallet address you originally provided. The blockchain confirms that the funds were received and later transferred to the KuCoin exchange. As the transaction was completed to the correct address, we’re unable to issue an additional refund.

Can you comment on this?

Thank you for reopening this case.

To clarify — the casino did send the refund to the address I originally provided, but I promptly informed them that my wallet address had changed before the refund was processed. Despite my notice, they still sent it to the old address.

Because my wallet provider had changed the address, I never actually received the 670 USDT. If the transaction shows movement to KuCoin, that doesn’t prove it was me — I never authorized or received those funds.

The casino was aware of the address change and chose to proceed anyway, which means they failed to ensure the refund reached the correct destination. I’ve been transparent throughout this process and just want a fair resolution for the funds I never received.

Dear sati725,

The casino initiated the transaction promptly after you provided them with your wallet address. Although your wallet address appears to have changed unexpectedly, the casino acted appropriately based on the information you initially supplied. It was not their responsibility to anticipate this change, as they were not informed about the new wallet address until after the transaction process had already begun.

Due to the aforementioned reasons, this complaint will now be rejected. 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.