The player from Germany faces issues with a blocked account at CoinCasino, which has approximately €4,000 in balance. After submitting KYC documents, the account was closed without explanation, and the player cannot access their registered email due to a typo. They seek clarification on the account status, payout process, and email address correction.
Coincasino.com - Player's account has been closed.
Opened
Current status
Waiting for Casino Guru to reply
0d 19h 33m 20s
Coincasino.com
Safety Index 5.4 Below averageCase summary
Discussion
Public
Public
6 days ago
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.
Public
Public
6 days ago
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
