The player from Spain filed a complaint against CoinCasino for ignoring multiple requests to close his account and self-exclude, which led to continued access and deposits despite his explicit wishes. He requested immediate account closure and a refund of recent deposits made after his requests. The Complaints Team acknowledged the player's concerns but stated that without clear evidence of a self-exclusion request indicating a gambling problem, they were unable to assist further in obtaining a refund. The case was closed due to insufficient documentation provided by the player.
Coincasino.com - Player’s account closure request is ignored.
Closed
Our verdict
Insufficient evidence from player
Amount: €3,000
Coincasino.com
Safety Index:Below averageCase summary
Discussion
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7 months ago
Translation
Hello, I would like to file a formal complaint against CoinCasino.
I requested four separate emails to close my account and self-exclude from their platform, preventing me from further access or deposits. However, CoinCasino ignored my requests and allowed me to continue accessing and depositing even after my clear and repeated requests.
I consider this a serious lack of responsibility on the part of the casino and a violation of basic player protection principles. I have proof of the dated emails sent, as well as evidence that I continued to make deposits after my requests, which demonstrates that the platform did not respect my decision or act in accordance with good practices.
I request that:
My account is closed permanently immediately.
I will be refunded the money deposited after my closure/self-exclusion requests.
I thank Casino Guru for their mediation and hope that CoinCasino will respond and take responsibility for what happened.
Thank you for your help.
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7 months ago
Hello,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the General T&Cs and I found this:
6.9. Please remember that betting is purely for entertainment and pleasure and you should stop as soon as it stops being fun. Absolutely do not bet anything you can’t afford to lose. If you feel that you may have lost control of your gambling, we offer a self-exclusion option. Just send a message to our Customer Support Department using your Registered Email Address that you wish to SELF-EXCLUDE and this request will take effect within 24 hours from the moment of its receipt. In this case your account will be disabled until your further notice, and you won’t be able to login to it.
Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is kristina.s@casino.guru.
Thank you very much in advance.
Best regards,
Kristina
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Thank you for your patience, and stay safe.
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7 months ago
TranslationHello, yes, I requested closure and self-exclusion by mail several times, exactly 3 days
July 1, July 12 and July 13, I even spoke to them through the game chat and I didn't receive any response, I lost control, I lost money that I need to live, and they didn't help me as a player of this casino, I am disappointed
I want compensation for my losses, after the days of having requested self-exclusion,
They have already blocked me, because I sent emails again, but it took more than a month.
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7 months ago
TranslationI would like to receive a refund of my deposits, from the day I requested self-exclusion, thank you
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7 months ago
Thank you for your reply. Did you inform the casino about your struggles with gambling in any of your self-exclusion requests? If you did, please forward this request to me.
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7 months ago
TranslationAs you can see, there is the thread, which I myself send several times and no email from you.
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7 months ago
I understand how upsetting it can be to feel that a casino hasn’t protected you properly, and I’m sorry for the frustration this situation has caused. However, we won’t be able to assist further in this matter. The self-exclusion request, where a player stated the gambling problem clearly, is the essential evidence that each player must provide in order for us to proceed with a case like this. Since you didn't provide the request and your account has been closed, we cannot handle this case as a failed self-exclusion and request a refund. I can only recommend how to request self-exclusion properly in the future if you feel like gambling has become challenging for you.
When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, the 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 of having 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.
