Coincasino.com - Player experiences deposit problems with the casino.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Coincasino.com.

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

• Was your deposit returned to your joint account? Is there any evidence that the casino withheld the amount you deposited?
• Could you please share any transaction confirmation of your deposit to the casino, with the status visible?
• Could you please confirm your previous issue https://casino.guru/complaints/coincasino-com-player-s-withdrawal-is-restricted didn't result in loss of funds?

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

Best regards,

Tomas

Dear Sija,

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.

Thanks for your reply via email and your patience.

• Do I understand correctly that the casino confiscated your winnings due to your use of a joint bank account when depositing?
• Could you please explain when you verified your account?
• Have you used a card associated with the account, the card being in your name?

Looking forward to your reply.

Thomas I didn’t win I only deposit from a joint account I did that bedoel and it was never a issue. Bit they told me they had sent me an e-mail wich I didn’t get. Wit a warning to never make a deposit with a joint account. Never saw the mail

Dear Sija,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello Sija,

I'm Michal, and I have taken over your complaint. I have reviewed your case and noticed that you faced a very similar issue in Coincasino.com not too long ago.

Coincasino.com - Player’s withdrawal is restricted.

Can you please explain why you have continued depositing in the casino from your joint account when you have already been aware of the issues that might arise?

Because I didn’t get the mail and they let me deposit

Dear Sija,

As we mentioned in our Fair Gambling Codex: How to Avoid Issues as a Player

Could you please confirm whether you have checked with the casino’s support team to ensure that depositing from a joint account is permitted?

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Sija,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Michal