Coincasino.com - Player's account has been closed and payout is delayed.

I requested to withdrawal about $600 CAD in Bitcoin and left a few hundred in the account to continue to gamble with. I had about 16 hours of review before it said it needed my ID. I submitted my US state ID and also offered my proof that I was travelling in British Columbia Canada while I was using the site. The casino requested proof of address which I sent to submit. I accidentally submitted my ID again instead of the bank statement. I emailed them the bank statement afterward. They requested that I upload it on the site but at this point my account had been "closed" by Coincasino and I could not access it. I requested that they send my remaining balance which I believe is approximately 1700 CAD to my provided bitcoin address. They said my remaining bets were in fact settled as won, but they will not give me a timeline for payout or verify the amount to be paid out. I don’t want my account reopened anymore. I just want my funds released.

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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 a few questions to clarify your situation.

• Has your account been closed because you registered at the casino while living in a restricted location?
• Have you completed your profile fully and truthfully, including your residential address and country of residence?
• When was the last time the casino contacted you regarding the payout of your remaining balance? Did the casino specify whether the payment has already been sent to you?

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 Veronika, thanks. They have not clarified why my account has been closed. My proof of address was rejected and then my aunt was immediately disabled. My primary address is in a restricted area, however, I never accessed the casino from home. I travel to BC, Canada frequently and play while I’m there.

i was never prompted to give any more information than my email and password until I requested the withdrawal. At that point, I provided them all of the correct information for my legal address. I also offered to provide them with documents proving my travel to BC, Canada, which they did not respond to. They just diverted the question.

i just got the fifth message morning saying "llo,

Greetings from CoinCasino! 

Unfortunately, there are no updates yet regarding your case.

We understand this may be frustrating but please be advised that delays are possible in these situations.

Once there is development, rest assured you'd be notified promptly!"

My fear is that they say things like this until I burn out but never actually pay it out. To answer your questions, no. Payment has not been sent and they will not give me any timeline or clarity on what is needed for that to happen. See the email thread I sent where they did confirm they intended to pay out my balance.

Thank you very much, Byufan3535, for providing all the necessary information. I will now transfer your complaint to my colleague, Michal (michal.k@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello Byufan3535,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Coincasino.com to join the conversation.

Dear Coincasino.com,

Could you please provide clarification regarding the funds that are expected to be paid to the player? Are these the winnings or solely the deposits? Can you also please confirm from which locations the player has accessed their account and placed bets?

If there are any details or factors affecting this case that are not suitable for public disclosure, please feel free to share them with me directly at michal.k@casino.guru

Hi there,

We wanted to provide an update regarding the player’s withdrawal case. The BTC has been sent to the player, and our support team will also inform him accordingly.

Kind regards,

Coin Casino Team

Hello, I can confirm I received $1,049 USD in bitcoin, however, per the emails I had a large bet outstanding on an NFL Game which ended up hitting. In those emails previously uploaded, I had it confirmed that the bet won and would be included in the payout. Please advise and thank you for the initial payment. Can I get a summary of my balance before the bet, after, and what was paid?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Byufan3535,

Sadly, the casino team has stopped responding to me. While the core part of this case seems to be addressed, and you have received the $1,049 USD in bitcoin, the outstanding issues have not been addressed by the casino team as expected.

Because of this, I cannot classify this case as resolved; instead, I will classify it as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino team decides to react and resolve your case, we will reopen the complaint, and you will be notified by email.

In the meantime, should you wish to pursue your case further, I recommend you contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website. The Gaming Authority might have more options and tools to help players. Please let me know how they responded at michal.k@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru

We’ve reopened this complaint at the request of Coincasino.com. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Byufan3535,

I have received information from the casino team indicating that all your winnings have been successfully disbursed, which includes the winnings from the NFL game. Could you kindly confirm this?

they have not made my original withdrawal request, remaining balance, winnings, and final payout clear to me. I just want a breakdown because I cannot verify what I was supposed to be paid out. My account was immediately closed by coin casino with no access to gambling history.

Dear Byufan3535,

Unfortunately, the casino team has ceased responding to my enquiries once again. While the primary part of the case appears to have been addressed and you have received the $1,049 USD in Bitcoin, the remaining concerns have not been clarified or resolved as we had hoped.

Regrettably, due to the lack of further cooperation from the casino team, I am unable to mark this complaint as resolved. Consequently, it will need to be closed as "unresolved" once again.

If the casino team decides to respond and address the outstanding issues, we will promptly reopen the complaint and notify you by email.

I truly regret that I am unable to provide a more favourable outcome in this situation.

Best regards,

Michal

Casino Guru