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 nikolas.b@casino.guru?

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.