Coincasino.com - Player's account has been closed.

I recently joined coincasino as the welcome bonus looks very generous 200% match.

I deposited nz160

I played it was up and down then I got lucky with pragmatic games

Although it was strange that all PLAYSON AND BGAMMING games were not available.

First submitted a withdrawal request for nz1200 then nz680

So I was very happy .. contacted support regarding KYC submission.

I have been playing for 3yrs player at alot of different casinos

I was pretty confident that I would pass KYC as I have withdrawn from different casinos.

However the following day .

Opened account Dec 4 .

Dec 5.my account was closed I was monitoring my withdrawal if its.goig to be processed .

I was on panicked mode. Account closed No chance in recouping my winnings .

Although I was able to communicate at live chat.

Although they put me through hell communicating via email.

Now they have closed my account as they believed I used a third party bank account. There is true but it was a joint account that I opened 20 yrs ago with my wife .

I sent bank statement which cleary shows my weekly salary is deposited.

I transfer the bulk of my salary to my wife .

As to control my spending.

The statement shows I deposit to numerous different casino.

30 to 50 .

Nothing big. NOTHING FRAUDULENT. on my behalf.

I have sent my marriage certificate. My wife photo ID my driver licence.

At the.end they said I'm have broken the rules .

Maybe so but I have given proof that there is nothing fraudulent in my part.

As was in good faith.

Regards

Christian G.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Do you have any documents from your bank showing that the account used for depositing money into this casino is a joint account between you and your wife? Are you the official co-owner of this bank account, meaning your name is listed on the bank statements or any other official documents?
• Does your wife also have an account at this casino?
• Could you please forward me the email you received from the casino after your account was blocked? My email address is veronika.f@casino.guru.

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

Best regards

Veronika

Hi Veronica.

My name is Christian G.

I am the one the joined coin casino.

Somehow my wife name is used in this account of CASINO GURU.

I Hope this does not confused us.

When I log in my bank account this is the landing page . And when I click on the account it goes to that page . Which cleary has my name on it.

Thank you for your response. Could you please forward me the bank statement you sent to the casino for verification? My email address is veronika.f@casino.guru.

You mentioned that you had a joint bank account with your wife. May I ask why only your name is in the screenshots you sent here?

Thank you for the document. The bank statement really states only your wife as the account owner. The information in your banking app, however, shows you as the owner. Do you have any official confirmation from your bank showing that both you and your wife are owners of this joint account?

Hi

When my wife and I went to the bank. We were told that the person that set up the account did not do it right all this time I thought it it was a joint account but it is not.

To be fair there is nothing fraudulent in what I did also why would they take all all the funds I did not lose

If we don't have a case . Then it's ok.

But refund my money

Chris

Hello madisonguerero,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear madisonguerero,

After carefully reviewing all the information and documents you provided, we must inform you that we are unable to uphold your complaint.

The core issue in your case is the ownership of the bank account used for deposits. While you initially believed that the account was a joint account shared with your wife, the bank statement you submitted clearly shows only your wife as the account holder. This means that the deposits were made using a third-party bank account, which is a direct violation of the casino’s Terms and Conditions as well as standard KYC and AML rules. Casinos are required to ensure that all deposits and withdrawals are made using payment methods owned by the verified account holder. This requirement applies regardless of marital status and regardless of whether there was fraudulent intent.

We understand your argument that there was no intention to commit fraud. However, even unintentional use of a third-party payment method represents a breach of the rules, and the responsibility to use a payment method registered in your own name lies with the player.

Regarding your request for a refund, once the casino’s Terms and Conditions are breached, the casino is generally not obligated to return wagered funds, unless such a refund is explicitly stated in the terms. In this case, no such obligation applies.

Based on your own confirmation and the evidence provided, we must conclude that the casino acted in line with its rules. For this reason, we are unable to assist further, and your complaint is rejected as unjustified. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Best regards

Veronika