The player from Germany had reported an issue with a Doge deposit that was not credited to his account, despite his multiple attempts to contact the casino via email. Moreover, he had requested for his account to be closed, but received no response. The Complaints Team had advised the player to contact his payment provider for investigation and suggested him to send another self-exclusion request to the casino. However, the player's issue remained unresolved as the casino failed to respond to the complaint, leading the team to classify the complaint as 'unresolved'. The player had been advised to file an official complaint with the casino's licensing authority.
Coinplay Casino - Deposit not credited into player's account.
Black points: 103
Amount: €100
Coinplay Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
5 months ago
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7 months ago
Translation
I made a Doge deposit with the transaction number
de150b0ff5558a09699927a88e127dbf7ab38668a1c70eb24576a2d02d67bd50
This was not credited to my account. I've sent 13 emails but there has been no response. I've also requested to close my account but have received no reply. There is absolutely no player protection here - one is consistently left waiting.
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7 months ago
Dear Flo999,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
- Could you please advise if the e-wallet address to deposit funds into your account was visible on the casino’s website for all the players or if you were provided a unique one when opening the account?
Was it your first deposit in this casino?
When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated 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 to have your request granted as soon as possible.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings Coinplay Casino,
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
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."
Please send another email to support@coinplay.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.
Thank you in advance.
Best regards,
Petronela
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6 months ago
Dear Flo999,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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6 months ago
Translation
The Doge deposit has been credited.
But I still want to have the account blocked, even after about 15 messages I keep being told that this wouldn't be possible and the account would have to remain open. There is no option for player protection on this site.
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6 months ago
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Before that I had also written 6 more messages without getting any replies. The site hopes for people's addiction and simply doesn't answer.
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6 months ago
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So far a total of 52 messages have been sent because of the account blocking - this can be seen in the small numbers next to the messages. No one will tell me that this account uses player protection.
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6 months ago
Could you please forward some of those self-exclusion requests to petronela.k@casino.guru? Thank you very much.
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6 months ago
Thank you very much, Flo999, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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6 months ago
Dear Flo999,
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
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6 months ago
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.
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5 months ago
Since we haven’t received any response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint any time.
Dear Flo999,
I am very sorry, but since the casino team has not been responsive, we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.
Best regards, Jozef
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