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

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Could you please confirm when did you notify the casino about the typo in the submitted email address?
• Did you accumulate your winnings with or without an active bonus?

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,

Attila

Hello Attila,

thank you for reviewing my complaint.

To answer your questions:

I mainly played slot games. Most of the balance/winnings in question were generated from playing slots.

No active bonus was used. In fact, I did not use any casino bonus for this play.

Regarding the incorrect email address: this issue appears to have been resolved, as I have already received a response from CoinCasino at my correct new email address.

The current problem is that CoinCasino has informed me that my account has been closed and that the remaining funds will not be paid out because I allegedly breached their Terms and Conditions.

I asked CoinCasino three separate times to explain which specific Terms and Conditions I allegedly violated and what exact conduct they considered to be a breach.

However, each time they only referred me generally to their Terms and Conditions and did not identify:

the exact clause that was allegedly breached,

the specific conduct they believe violated the rules,

or the contractual basis for confiscating the entire remaining balance.

I fully cooperated with the verification request and submitted the requested identification documents, selfie and proof of address.

At this stage, my main concern is that the account balance has been confiscated without CoinCasino providing any specific explanation of what rule I allegedly violated.

I am happy to provide screenshots of the full correspondence with CoinCasino if required.

Thank you very much for your assistance.

Kind regards

Good day, I haven't received anything yet.

Have you heard from me? Is there any news on the case?

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

Please find attached the communication with the casino. They couldn’t provide me the reason why my account has been closed.

Hello zkzk49,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila 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 Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Unfortunately, the deadline has expired again and I haven't received any support.

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, Samuel (samuel.s@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,

Attila

Dear zkzk49,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Coincasino.com to join this conversation. Their input should help us move the case forward more efficiently.

Dear Coincasino.com,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel