The player from Germany reported that the casino had allowed him to play despite his self-exclusion requests due to gambling addiction, violating responsible gambling policies. Additionally, he had been able to register with minimal personal information, raising concerns about misleading practices. The Complaints Team concluded that without further evidence of self-exclusion directly requested from CoinKings Casino, the complaint had to be closed. It was emphasized that players should always contact each casino directly for self-exclusion to ensure proper protection against gambling addiction.
CoinKings Casino - Player's account allows gambling despite self-exclusion.
Amount: €7,000
CoinKings Casino
Safety Index:HighSafety Index
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8.5
CoinKings Casino has a Safety Index of 8.5, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
1 month ago
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3 months ago
Translation
This casino allowed me to play even though the operating company behind it knows that I am a gambling addict and have requested self-exclusion on various sites of this provider because of my gambling addiction. Additionally, the casino's own website mentions responsible gambling and advises setting limits. However, this casino does not offer any limits. These are misleading pieces of information. Furthermore, I was able to register using only my email address without entering my personal data. There was already a similar complaint on your site, and I hope you can help me in my case as well.
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3 months ago
Dear Grillz520,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with CoinKings 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 CoinKings Casino directly?
Looking forward to hearing from you.
Best regards,
Nick
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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3 months ago
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Hello Nick, thank you for your quick response. Yes, that's right. Unfortunately, I can't remember if and when I reported my gambling problem to CoinKings. However, the website says that you should set limits. But that option doesn't exist?
In any case, I have been banned from other sites because of gambling addiction and I would be delighted if you could act as a mediator in my case. Even if there is no right to do so, the casino can at least consider a fair solution.
I could only enjoy this casino
I have to register an email address - the casino doesn't know any other details about me. How can it be that I am so defenseless and the casino doesn't even have to check my personal details? I feel very disadvantaged by this casino, especially since I have had my gambling addiction well under control in recent years and this problem has only existed since there was the possibility of playing anonymously and with Bitcoins.
Does your platform actually know that CoinKings is a "no KYC" casino without 0.0 percent gaming protection?
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3 months ago
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The following addition: The casino claims that there are no connections between the different brands. ("We would like to inform you that we are not affiliated with Instant Casino in any way.")
My answer to this:
"
Here we go: "The website InstantCasino.com is operated by EOD Code SRL, a company duly registered under the laws of the Republic of Costa Rica with the corporate identification number 3-101-910497. Gambling can be addictive." In English: "The website InstantCasino.com is operated by EOD Code SRL, a company duly registered under the laws of the Republic of Costa Rica with the corporate identification number 3-101-910497. Gambling can be addictive."
https://www.instantcasino.com/de
And: "The website CoinKings.io is operated by EOD Code SRL, a company duly registered under the laws of the Republic of Costa Rica with the corporate identification number 3-101-910497. Play responsibly. Gambling can be addictive." in English: "The website CoinKings.io is operated by EOD Code SRL, a company duly registered under the laws of the Republic of Costa Rica with the corporate identification number 3-101-910497. Play responsibly. Gambling can be addictive."
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2 months ago
Dear Grillz520,
Unfortunately, as stated above, if you did not directly request for self-exclusion in CoinKings, there isn't anything we can do as you are not entitled for a refund.
If you have any proof that you have mentioned addiction to them, please forward it to nikolas.b@casino.guru.
Additionally, can you please confirm whether your account is still open or not?
Awaiting your response.
Regards,
Nick
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2 months ago
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Thank you very much. I have just sent the proof. In my opinion, this provider is acting totally irresponsibly. Since the provider also denies the connections between the respective sites (which is obviously a lie if the same company is mentioned with the same number), you should check whether you can still recommend this casino in good conscience.
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2 months ago
Dear Grillz520,
Thank you for the screenshot provided. However, it is unclear what date did you write this or even which casino.
Do you have a different screenshot showing all those details?
Awaiting your response.
Regards,
Nick
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2 months ago
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Hello Nick, I would have to check whether I have any other documents. I do have another question though: I have been blocked at instantcasino.com (same operator) and can make deposits at goldenpanda.com. When I make a deposit on the goldenpanda website, however, during the deposit process I am informed that the payment was made to "instantcasino.com". Is that legal? That can't be right, can it? I understand that you have to block yourself separately on each website. OK. But if payments flow back to the casino where I am blocked on the website with a different company logo, then that is a dubious business practice, isn't it? If you have different brands, you should also provide different platforms. This just makes me feel like player protection is being bypassed. Or is it?
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2 months ago
Dear Grillz520
Finance department is not exactly related to the casino database. The money may arrive to the same "owner" but the player database must not be related.
There are a few licenses where it is possible to be excluded from the whole brand under the same license number but there is only a few and unfortunately, this casino does not fall under this license.
Please let me know if you could find any more relevant information regarding your self-exclusion - especially the date and an indication to CoinKings Casino.
Awaiting your response.
Regards,
Nick
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1 month ago
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Hello Nick, thank you for your feedback. Unfortunately not. I think it makes sense to close this request. What do you think? I hope that in the future the licenses will be even more in the interest of the players.
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1 month ago
Dear Grillz520,
As there is no other evidence, we will be forced to close the complaint.
Please keep in mind that you should always request each casino directly for self-exclusion as they usually do not have a shared database regarding these information about the player - it is the safest way to prevent gambling.
I would also advise to use their e-mail support listed in their responsible gambling section or terms and not the live chat as they do not have such competence as e-mail assistance.
Best regards,
Nick
