HomeComplaintsCoins.Game Casino - Player's account is closed with confiscated winnings.

Coins.Game Casino - Player's account is closed with confiscated winnings.

Amount: Can$1,730

Coins.Game Casino
Submitted: 29 Jan 2025 | Case closed : 11 Feb 2025
Case closed Our verdict

Insufficient evidence from player

REJECTED

Case summary

The player from Ontario had their account blocked for creating two accounts, which he acknowledged as a mistake. The casino informed him that his balance of $1730 was forfeited due to this violation, despite their T&C not specifying that funds would be confiscated. The Complaints Team concluded that they were unable to assist further since the player did not provide the essential self-exclusion request, which was necessary to proceed with the case. The player was advised on how to properly request self-exclusion in the future and the complaint was closed without further intervention.

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Today, my account was blocked by the casino. They said the reason was that I created two accounts. Indeed, I did make two accounts. It was my mistake that I didn't not check the T&C beforehand to realize that the casino forbids more than one account per person.


My account had a balance of $1730 in it and a total deposit of $1250 before it was blocked. After contacting live chat, they informed me that my balance was burned because I violated the rules. They are very firm on their stance to not do anything about it.


However, their T&C only says that my bets will be voided if I have more than one account. Nowhere does it say my money will be confiscated. So I believe that the casino should either pay me out $1730, or refund my deposit of $1250 at the very minimum.


This is a large sum of money and it is very important to me. Please help me out.

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Dear leethepwner,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, creating multiple accounts is prohibited by the vast majority of online gambling establishments, and casinos can close all associated accounts and confiscate the entire balance.

Please allow me to ask you a few questions, so I can understand the whole situation completely.

  • Which games did you focus on - slots, live casino, sports betting, etc.?
  • Could you please clarify why you created another account? Did you have access to both accounts at the same time?
  • Was any of your accounts verified?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

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Hi Kristina,


I mainly focused on Crash and Roullete.


I have a gambling addiction which I had made clear to the casino before self excluding my first account. After the self exclusion of my first account, I could not control myself so I created a second account. It only asked for identify verification when I have to withdraw funds, and that was when I found out that my funds were "burned".


My first account was verified but my second was not.


Thank you,

Leethepwner

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Thank you very much for your reply, leethepwner. Could you send me the self-exclusion request? Have you discussed this issue with the casino? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

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leethepwner, I'm sorry, but we won't be able to help you in this matter. The self-exclusion request where you stated the gambling problem clearly is the essential evidence that the player must provide in order for us to proceed with a case like this. Since you didn't save the request, we cannot proceed with this case and consider this a failed self-exclusion. I can only recommend how to request self-exclusion properly in the future.

When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly 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. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.


Example:


Email subject: Self-exclusion


Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:



"Greetings xxx xxx,

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 (gambling addiction)

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."


Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)


This complaint will now be closed. 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.

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