Coincasino.com - Player's account has been closed and winnings confiscated.

My account was closed after a failed verification process. I sent the requested information, my ID, passport, selfie, and bank account statement for address confirmation.but they kept rejecting it and asking for re-verification initially they asked for a bank statement for the last 3 months but when it was sent they asked for a utility bill when I explained that I currently don't have utility bills because I live with my partner in a rented apartment and we pay everything directly to the landlord.Then I sent them a certificate of declared residence which indicated my declared place of residence in the municipality.But I'm Latvian and in Latvian, a woman's name is pronounced a little differently when issuing a certificate than it is in the passport.In the passport, the name is Sintija Libkena but in this certificate, Sintijai Libkenai Because of these discrepancies, they called it a violation of their rules and closed my account and confiscated over 9.5k USD.I will attach all the evidence to the casino email and also the fact that the Latvian language is different from the English language and when issuing documents the word is slightly changed grammatically which is a feature of the standard Latvian language.I don't understand why an account can be closed and the deposit of 1600 and the winnings of 9500 can be confiscated.I have not violated any of their rules at all.I sent them an explanation and asked them to review this case, but they decided that the account would remain closed and the money confiscated.This kind of behavior needs to be addressed to protect other people from this type of fraud because there is no legal basis for this, the account is closed for no reason just so that the winnings don't have to be paid out.

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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 you a few questions to clarify your situation.

• Could you please forward the documents you sent to the casino for verification to my email address at veronika.f@casino.guru?
• Additionally, has the casino specified that the discrepancy concerns only your name, or did they mention any other parts of the verification documents as problematic?

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

Hello. I have sent all the information to the email address you provided, screenshots of all the emails I receive from coin casino and copies of all the documents I sent to coin casino before my account was closed and my winnings were confiscated.

But there were honest answers from the casino

(Please be informed that you have been offboarded and your remaining balance has been voided due to breach of our Terms and Conditions - section "Fraud")

Greetings from CoinCasino! 

 

After a thorough review, we determined that your account does not comply with our Terms and Conditions, specifically the provisions outlined in the Fraud section, and has therefore been offboarded.

 

You can open the section for more information: https://www.coincasino.com/terms.

It was not explained what exactly was wrong, they initially asked me for verification over and over again and it was rejected every time, I only receive an email in every case that my ID was successfully verified 3 times when I sent all the requested documents

The only thing I noticed is the difference between the name on my passport and the place of residence declared by the Latvian government. In this certificate my name was given in the dative form, which is used in Latvian.

Otherwise, I can't understand what else could be wrong, all the documents are authentic and there is nothing wrong with them.

Kind Regards

After I told them that they had taken my first two deposits totaling 1600 USDT and the total amount with winnings was more than 9500 USDT which they had confiscated without giving any reason, they sent me the following email

Hello,

Greetings from CoinCasino!

Just to let you know that there has been a discrepancy in your documents, which is in direct violation of our Terms and Conditions.

While we cannot share any further details, hopefully you can rest assured that your data has been handled with great care and in accordance with GDRP. And yet, our decision to offboard you as a player is in accordance with our Terms and must stand.

Thank you for the detailed clarification and for providing the additional documents.

I have reviewed the materials you sent and noticed that the utility bill from November 2025 lists the taxpayer name as "Sintija" only, without a surname. Could you please clarify why the surname is missing? Additionally, could you let me know where this document was obtained from?

At this stage, this appears to be the main discrepancy in the submitted documents. The fact that your other document is in the dative case should not be an issue; however, the absence of a surname on the utility bill requires further explanation.

Thank you for your cooperation, and I look forward to your reply.

The landlord of the house where we rent an apartment mistakenly listed only one name on the utility bill. I noticed this only after I sent the bill, but that is not the reason my account was closed. I sent you an email two days ago explaining the reason my account was closed. Since then, they have identified another reason, which they are now citing as the basis for closing the account. I will attach their explanation for closing the account, along with all the evidence showing why their stated reason is questionable.

The user was asked for basic KYC check.

During the KYC check we can see that there is another person (male) taking a photo of the supposed account holder (female).

Meaning there is 3rd party involved in the KYC check. (we have proof of that).

This breach of the agreed TnC - "identity fraud" section.

Thank you,

CoinCasino Team.

I added evidence showing that the ID verification was approved; however, after that, the process was repeated multiple times. Because of this, I did not understand what I was doing wrong. Support did not provide any explanation or clarification—my CoinCasino account simply indicated that I needed to verify the account again.

I believe the verification may have been repeated due to the perceived quality of the photos. My husband was present at the time, but at no point did he hold his phone or take a photo of me. The casino’s statement claiming this is false.

I sincerely hope that CoinCasino will provide the evidence they believe they have and that the CasinoGuru complaints team will review this evidence carefully. It is impossible to claim that my husband took a photo of me when it is clearly visible that the phone is in my hands. There was no reason for the phone to be in anyone else’s hands while taking a verification selfie. This situation appears to be a misunderstanding regarding why the ID verification was initially accepted and then later required to be repeated. I did my best to take the highest-quality photo possible.

My Magic Falcon (Veriff) verification was successfully completed three times. Each time, CoinCasino requested that the verification process be restarted because my proof of address was not accepted. I initially submitted a bank statement, and only after the third successful verification was I informed that a utility bill was required instead.

Because the identity verification was successfully completed on the first attempt each time, I do not understand how it can now be claimed that another person photographed me or that identity fraud occurred. If another person had been involved, the Veriff verification would not have passed repeatedly.

This situation has caused me significant stress and uncertainty, particularly due to the accusations of identity fraud and the threat of confiscating my funds, despite my repeated good-faith efforts to comply with all verification requirements.

My husband was nearby only because the verification process was requested repeatedly, even though the ID verification had already been accepted—something that was later confirmed by emails from CoinCasino, which I only noticed afterward. Initially, no explanation was provided, so I believed the repeated requests were due to image quality issues. Since my husband’s phone is approximately six years old, I assumed the front camera quality might be the problem and asked him for advice on how to take clearer photos.

He only gave me verbal guidance, such as how to hold the phone steady or at a better angle so the image would focus properly. At no point did he hold the phone or take a photo of me using either the front or rear camera. Any suggestion otherwise is completely false and does not justify CoinCasino’s actions—especially considering that the initial reason given for closing my account was entirely different.

I am writing to provide a final and precise clarification of the facts regarding CoinCasino’s allegation of "identity fraud," as their statement contains a material inaccuracy.

Verification History

I am the rightful account holder and personally completed the KYC verification using my own valid identification documents. My identity verification was initially approved by CoinCasino, as confirmed by their email titled "ID Verification Successfully Completed – Ready to Play?"

The verification process was later repeated solely because my proof of address was rejected, not due to any identity-related issue.

Clarification Regarding Third-Party Involvement

During the repeated verification attempts, I used my partner’s phone due to technical issues with my own device. My partner was present and provided verbal guidance only, such as instructions on how to hold the phone to achieve better image quality.

At no point did my partner:

Take photographs of me

Hold the phone during image capture

Operate the camera

Submit documents on my behalf

Impersonate me in any way

I personally took all photographs and completed every step of the KYC process myself.

Dispute of CoinCasino’s Claim

CoinCasino’s assertion that "another person was taking photos of the account holder" is factually incorrect. The presence of another person providing verbal assistance does not constitute third-party involvement in identity verification, nor does it meet the definition of identity fraud under KYC or AML standards, which require impersonation, falsification, or misrepresentation of identity.

Furthermore, CoinCasino has not cited any explicit clause in its Terms & Conditions or KYC instructions that prohibits:

Using another person’s device for verification, or

Having another person present and providing verbal assistance during the process.

No such restriction was disclosed at any stage.

Conclusion

Given that:

I personally completed all KYC steps,

My identity was previously verified and approved,

No impersonation or misrepresentation occurred, and

No explicit rule prohibiting this conduct was disclosed,

I respectfully submit that the allegation of identity fraud is unfounded and based on an incorrect interpretation of the facts.

Additionally, following the closure of my account, the casino did not contact me, request any explanation, or ask for further proof of address or a renewed KYC verification. The reason given for closing the account was later changed from the original explanation. Considering that my proof of address (a bank statement) was initially rejected without any explanation, I am inclined to believe that the casino did not intend to pay my winnings and instead sought alternative grounds to justify the account closure.

I remain fully willing to complete further KYC verification under clearly defined and transparent conditions, should this be required.

I have provided detailed explanations because I am emotionally devastated by these false accusations and the confiscation of my funds. I feel deeply wronged, and my repeated messages were genuine attempts to seek clarity and justice.

Please note that this statement reflects my own account of events. The text was written by me and grammatically refined with the assistance of artificial intelligence, as English is not my first language.

Thank you for your time and consideration.

Additional Clarification Regarding Proof of Address

I initially submitted a bank statement as proof of address, which was rejected. I then attached government-issued documentation confirming my declared residential address, which was also rejected. Eventually, I located one of my utility bills and forwarded it from my email; however, I later noticed that the landlord had not included my name on that particular bill. A subsequent bill does include both my first name and surname, but in my opinion, such a bill issued by the landlord may still not be acceptable.

From the beginning, I informed CoinCasino that utility bills are not mailed directly to me; they are either sent by email or left by the landlord in the lobby, as I live in the same house. I also offered to submit a rental agreement confirming that I am the tenant at this address and that I personally make all rental payments.

Despite this, the casino did not request any additional explanations or supporting documents after closing my account, which further suggests that there was no genuine intention to complete the verification process.

The utility bill comes from the same person, a board member of the company with whom I have signed this contract

Thank you for your time and consideration.

Dear sintulis222

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, Martina (martina.b@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,

Veronika

Dear sintulis222,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Coincasino.com representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player failed the verification process?

If you do not want to share it publicly, please use my email - martina.b@casino.guru .

Thank you in advance for providing the information.

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 Casino Guru Team,

I have decided that this casino is no longer genuinely engaging in the discussion of this complaint.

On another complaint platform, CoinCasino was asked to provide additional evidence because the documentation they initially submitted was considered insufficient. The platform stated that the accusation made against me did not appear to justify the full confiscation of $9,500. The complaint was ultimately closed as unresolved because CoinCasino stopped communicating.

CoinCasino publicly stated:

"As a gesture of goodwill, we have already offered to return the player’s initial deposit, despite the breach."

This statement is incorrect. They have not contacted me after closing my account. My complaints have been ignored, and the complaint I submitted directly to CoinCasino was never answered, just like all the other emails I have sent.

During a live chat session, a CoinCasino employee stated:

"I am not sure what has been claimed, but the decision of your account closure is a final one. Funds were confiscated, and no goodwill gesture could be made from our side."

Additionally, the employee commented:

"I don’t think those types of statements are referring to your situation."

All of this demonstrates the casino’s lack of credibility, including making public statements that contradict their direct communication with me, and their unwillingness to properly address the complaints filed. They have failed to specify the exact clause that was allegedly violated and have not provided convincing evidence to justify the $9,500 confiscation.

I hope that this public complaint, along with the casino’s unwillingness to respond transparently, will serve as a warning to other players to be cautious when playing at this casino and to be aware of the risk of having winnings confiscated after a significant win. There are numerous similar complaints about this casino, and unfortunately, this case remains unresolved.

Kind regards,

Dear sintulis222,

I understand you are loosing hope.

If the casino decides not to respond, I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I recommend you contact the Anjouan Gaming Authority and submit a complaint to them. The Gaming Authority has more options and tools to help players. You can find more about their complaint resolution process HERE, and general information regarding complaint processes with regulators HERE.

The casino still has over 6days to respond. So there is still a slight chance the casino will respond.

I have not lost hope. This continued avoidance of communication by the casino only strengthens my belief that I will achieve a result by involving the appropriate authorities, as it further indicates the casino’s intentions following a significant win.

If this complaint, like the AskGamblers complaint, is closed as unresolved, I will proceed by filing a complaint through Alternative Dispute Resolution and will immediately contact the casino’s licensing authority, the Anjouan Gaming Authority.

The casino’s avoidance of communication reflects a lack of transparency and a public misrepresentation of facts, particularly regarding so-called goodwill gestures that never actually occurred. This situation is enough to make me seriously question the true intentions of this casino.

Hello,

I have submitted a formal complaint to the Curaçao Gaming Authority (complaints@cga.cw

).

I understand that CoinCasino operates under licenses from both Curaçao and Anjouan. Therefore, I would also like to submit my complaint, along with all supporting evidence, to the Anjouan Gaming Authority.

Could you please provide the official email address or appropriate contact details for the Anjouan Gaming Authority so that I may forward my complaint directly to them?

Thank you for your assistance.

Kind regards,

Hello.

I would like to inform you that I have now obtained the official contact details for the Anjouan Gaming Authority and have submitted a formal complaint to admin@anjouangaming.com

regarding my dispute with ConCasino.

In addition, I have also escalated the matter to the Curaçao Gaming Authority via complaints@cga.cw

.

At this stage, I am awaiting their responses. Unfortunately, ConCasino has not entered into discussions or made any attempt to resolve the issue directly with me, which is why I have been forced to escalate the matter to the relevant licensing authorities.

I will provide updates as soon as I receive any response from either regulator.

Thank you for your continued assistance in this matter.

Hi there,

Kinldy be informed that player has breached our T & C. Relevant evidence has been sent to CasinoGuru for review.

Best regards,

Coincasino Team

Dear CoinCasino and CasinoGuru Team,

I am submitting this formal response to address CoinCasino’s recent public statement regarding my complaint and the confiscation of my winnings in the amount of $9,500.

First, I categorically deny any fraudulent activity or bad-faith conduct.

Identity Verification

My identity was successfully verified three separate times through your appointed third-party provider, Veriff (magic.falcon-1-eu.veriff.me). Each verification session was approved. If fraud or impersonation had occurred, the verification process would not have been successfully completed multiple times. At no point was my identity rejected.

No Multi-Accounting or IP Abuse

There are no other accounts associated with my IP address, nor have I engaged in any form of multi-accounting, bonus abuse, payment fraud, or gameplay manipulation. No such allegations have been substantiated or formally presented to me with evidence.

Alleged Third-Party Involvement

I have transparently explained that I accessed the verification link using my partner’s mobile device due to technical limitations with my own phone. However, I personally completed all verification steps, including the live selfie and liveness checks.

Using another device does not constitute identity fraud when the verified person remains the same and biometric verification is successfully completed and approved.

If CoinCasino maintains that a rule was violated, I formally request:

The exact clause of the Terms & Conditions allegedly breached

A clear explanation of how that clause applies specifically to my case

The evidence demonstrating that fraud occurred

An explanation of why full confiscation of winnings is proportionate in this situation

Additionally, I request full transparency in this matter. At no point has the casino clearly explained the precise nature of the alleged violation or how my actions constitute fraud. General references to "Terms and Conditions" without specific evidence or clause citation are insufficient to justify confiscation of legitimate winnings.

I respectfully ask both CoinCasino and CasinoGuru to ensure this matter is handled transparently, fairly, and based on documented facts rather than assumptions.

I remain fully willing to cooperate and provide any additional clarification necessary to resolve this matter.

Dear sintulis222,

Unfortunately, the casino has provided clear evidence of a breach of its Terms and Conditions, specifically regarding discrepancy in your documents.

Given the evidence, it is not possible to prove otherwise and we are forced to close this complaint as rejected. The casino has acted in full compliance with the terms and conditions you agreed to upon registration.

I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly and we base our decisions strictly on verified evidence, without influence from external pressure or assumptions.

You are certainly entitled not to agree with our conclusion and you are free to reach out to licensing authority if you believe you are justified in your stands, however we are not able to any further assistance in this matter.

I’m sorry we couldn’t assist you further in this case.