Coinplay Casino - Player’s account has been closed.

I won some money and contacted support about how to withdraw it. They responded, and I followed the instructions, but the funds were not withdrawn. I waited for two days, and then my account was blocked. Is this how they deceive people into depositing money?

Hello Alona95,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Coinplay Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about - did they explain the reason for blocking your account?

Looking forward to your answer.

Regards,

Nick

Good afternoon, I deposited funds and took the bonus, played and won, then I asked support how to play to withdraw funds, they answered that you deposit 1000 UAH and withdraw funds, I did so and it took 2 days to process, I could log in, I wrote to support, they did not answer, then I cannot go at all I can't get to their site, so no one has answered what's wrong

Dear Alona95,

Have you tried contacting the casino through their email support? You do not need to be logged in to do so.

Could you also let me know when your account was first closed and whether you’ve received any explanation from the casino since then?

I look forward to your response.

Kind regards,

Nick

Good day, they opened my account, but the funds show a refusal to withdraw, I contacted support, they said pay 10% tax, then they will withdraw the funds, I started to ask what percentage, why are you not deducting from the amount of the winnings, they said because there are such rules, I asked where this is written in the rules, they they didn't answer well enough and blocked me everywhere on the e-mail I wrote, they also don't answer for 6 days

Dear Alona95,

Would it be possible to forward your full deposit, betting and bonus history along with the communication between you and the casino to nikolas.b@casino.guru for further review?

Looking forward to your answer.

Regards,

Nick

Dear Alona95,

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.

Dear Alona95,

Thank you for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Alona95,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Coinplay Casino to join the conversation.

Dear Coinplay Casino,  

I would be grateful if you could clarify the rationale behind the requirement for the player to pay a 10% tax through a new deposit. While I recognize that certain transactions may incur fees or charges, I am curious as to why this specific amount is not being deducted from the player's winnings?

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.

Dear Alona95,

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 situations like this, it is typically advisable for players to contact the casino licensing authority, however, while Coinplay Casino is licensed by the Curaçao Gaming Control Board (GCB), it is unfortunate that they do not address individual complaints against gaming providers. This results in very limited options for escalating your complaint.

It might still be worth it to submit a complaint to them as they mentioned this:

Feel free to contact the GCB via this contact form.

I wish I could be of more help. I can only recommend you choose casinos by their reviews and ratings in the future and only play in high-rated casinos to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru

Dear All,

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

Dear Alona95,  

I have received a reply from the casino team. It appears that the Coinplay casino username and registered email you provided do not match any account in their system. Could you please verify these details?

Dear Alona95,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.