Coins.Game Casino - Player unable to self-exclude due to dysfunctional link.

Casino doesn't want to close my account. I'm disputing with them for week or over - no help. I asked them to close my account due to gambling addiction - no reaction.

They reffer to that they have no functionality to do that. So players have to do it manually.

Today I tried to do it one more time, and all I get when trying to confirm my self-exclusion - INCORRECT or INVALID link.

After this fail, I deposit and lost money there.

They told me that:

"We have spent hours to find a possible bug. All is good from our side. OP may have messed up something and trying to blame us now."

So they are saying that this is only my fault that I'm gambler and can't self exclude myself.

The worst thing that they have a lot of "free" bonuses and they keeping my gambling interest in there casino. Absolute scam casino.

Dear silverhank77,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

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 Coins.Game 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@coins.game (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

Thank you, silverhank77, for CCing me on your communication with the casino. Do I understand correctly that your account was blocked already? Do I have your permission to mark this complaint as resolved or is there anything else that we could try to help you with?

Hi! Thank you for your help, my account is blocked now. So you can close the case. Thank you!

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, silverhank77, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru