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

account closed after 44 000 slot win balance disappeared

my coincasino account balance disappeared while i was still playing slots

when i contacted live support to ask about it my account was closed shortly afterward with no explanation

the win came from big bass bonanza pragmatic play a third party provider whose logs can confirm the round and payout and some other 3rd party slot providers i was using only real crypto deposits never any deposit or wagering bonuses just normal rakeback i only signed up today

i can provide

on chain deposit txids

screenshots of my balance and the win

chat history showing when the account was closed

im requesting restoration of my account or payment of my verified balance of about 44 000 usdt

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.

Dear fomooo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with your account.

In order to better understand your situation and assist you effectively, could you please provide additional information regarding the following:

• When exactly did the balance disappear - was it during a specific gaming session?
• Are you able to access your account and download the game history? Could you please share it with me? My email is katarina.d@casino.guru.
• Have you passed the KYC verification, please?

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

Best regards,

Katarina

Hi Katarina,

Thank you for your reply.

This appears to be a very serious case of misconduct. I created my CoinCasino account today and deposited roughly $20,000 USDT over three deposits, all from my own funds. I never used or applied any bonus or promotion — these were real deposits only.

After several hours of normal gameplay, I hit a legitimate win of about $32,000 USD, bringing my balance to around $44,000 USDT. A few hours later, while playing Razor Returns at $16.50 per spin, I suddenly received an error saying "partner balance error." Seconds later, I was logged out of my account.

When I logged back in, my entire balance had been wiped to zero. I contacted live chat support, and the representative claimed I had "broken bonus rules" — even though I never had any active bonus. While I was explaining, they banned my account, closed the chat, and I have been unable to log in since.

No email or formal notice of closure or bonus breach was ever sent. This suggests the decision was likely manual, not automated, and done by someone internally.

I’ve emailed support@coincasino.com, complaints@coincasino.com, and vip@coincasino.com, but have received no reply after more than 16 hours. I’ve also shared the situation publicly on X (Twitter) and Reddit, since this appears to be a deliberate balance wipe following a large win.

I chose to play on CoinCasino because it is connected to CoinPoker, a well-known brand, and I assumed it was a legitimate operation under the same ownership or white-label structure. I genuinely believed I was depositing on a reputable site.

I’ve been gambling online for 8 years, across many licensed operators, and have never encountered anything like this. The balance disappeared hours after the win, and I have screenshots showing:

• The $32,430 win screen

• Chat logs where support claimed a false "bonus breach"

• Deposit confirmation emails

Please let me know the best way to send this evidence. I’m hoping with Casino Guru’s help, this can be resolved quickly and fairly.

I’ve shared all the screenshots, chat logs, and win evidence publicly here for transparency: https://x.com/fomoasahi/status/1985504329474904142

Best regards,

fomooo

Dear fomooo,

thank you for your reply.

Could you please send your entire game log to my email?

Additonally, could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Dear fomooo,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru