The player from Germany faced unfair treatment at Coin Casino, where a bet of €1,000 was unintentionally placed due to a platform error, resulting in a loss of €675. Despite providing evidence and referencing terms that voided erroneous bets, Coin Casino ignored his claims, which led to his account being blocked when he sought resolution. The Complaints Team was unable to proceed with the investigation due to the player's lack of response to inquiries, resulting in the closure of the complaint. The player retained the option to reopen the complaint in the future for further assistance.
Coin Casino - Player's account has been closed after unfair treatment.
Closed
Our verdict
Player stopped responding
Amount: €1,000
Coin Casino
Safety Index:LowCase summary
Discussion
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5 months ago
Dear keejan,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. The games in the casino are programmed to continue even when the connection between the server of the game provider and you is disconnected. If such an event happens, you can see a different result on your screen than on the casino server. If two different results exist, the correct one is the one on the casino server.
Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Do you happen to have a video recording or screenshots showing this incident?
- Could you please forward all communications you have had regarding this matter with casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.
Thank you very much in advance for your reply.
Best regards,
Katarina
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
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5 months ago
Dear keejan,
thank you for your email.
Could you please send your correspondence with the casino in email format rather than as screenshots?
Additionally, have you requested a game provider report from the casino? This may help to determine the source of the error.
Looking forward to your reply,
Katarina
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5 months ago
Translation
I've now sent it to you via email. Unfortunately, I don't have this gaming provider report. The casino hasn't responded to me either, which is a shame. My account is blocked, and the live chat only provides standard responses.
Automatic translation:
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5 months ago
Dear keejan,
Thank you for your message and email.
- Do I understand correctly that you only experienced this once with one specific game?
- Prior to the account suspension, were there any funds remaining in your account?
- Has this game session and its result been recorded in your game history? Could you please share it with us? My email is [email protected].
Thank you very much in advance for your reply.
Best regards,
Katarina
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5 months ago
Dear keejan,
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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4 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Katarina
Casino.Guru
