Coincasino.com - Player’s account has been closed with funds confiscated.

Casino: CoinCasino (www.coincasino.com)

Amount in dispute: 50 USDT (personal deposit minus fees)

Issue Summary: 

My account was closed and funds confiscated for alleged breach of Terms and Conditions section "Fraud". No specific evidence provided beyond generic reference to TOS.

Detailed Explanation:

1. Deposited approximately 50 USDT (personal funds via BNB Smart Chain BEP-20, NO bonuses used).

2. Completed full KYC verification with all requested documents.

3. **Colombia is NOT listed anywhere in CoinCasino's Terms and Conditions as a restricted/prohibited country for playing.**

4. VPN used solely for stable internet connection (common requirement in Colombia) - Colombian IP address.

5. Received vague "internal commercial decision" → then "Fraud section" without proof, transaction logs, or specific violation details.

Communications:

- Initial closure email (George): Generic TOS breach

- Appeal response (Viktor): Review promised → then "final"

- Final email (Zayn): "Fraud" section cited, refund denied

Request: Refund of my original 50 USDT deposit to wallet **0xcfbcc4aab006524477a5c26e3390f1accb484dca** (USDT BEP-20).

I am a legitimate player seeking only return of my small personal deposit.

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.

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.

• What types of games did you play at this casino to accumulate your winnings?
• Which documents did you submit to the casino for the KYC verification?
• Was your account blocked immediately after the KYC procedure?

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

Dear Veronika,

Thank you so much for stepping in to help with this. Here's what happened, step by step:

Games played:

Honestly, I barely played. Just tried about 20 free spins on the "Dead or Alive" slot – won something like 0.30 USDT, nothing serious. No real bets, no strategies, no bots, nothing shady.

KYC process (this was frustrating):

Sent my government ID first → They accepted it fine.

POA: First phone bill rejected because it missed my second name (super common here in Colombia – we have 4 names total, 2 first + 2 last, and bills often skip the second for space).

Got a new bill showing all 4 names matching my ID exactly → They approved it (attached their confirmation email).

Then ID verification glitched – couldn't complete it on site despite trying many times.

Emailed support with ID docs again → They replied "we'll fix it" → Next thing, account banned out of nowhere.

When blocked:

Not right after first KYC (ID was OK initially). Happened during this messy 2nd ID verification phase, no warning.

Truth is, it's just my ~50 USDT deposit (minus fees) – no winnings worth mentioning. Colombia isn't restricted in their TOS, they took my deposit easily without full KYC, and now won't let me withdraw MY money. Feels really unfair for such a small amount.

Attachments: Full email chain (POA approval, my ID resubmission, ban notice).

I'd be so grateful just to get my deposit back. Thanks for any help!

Best regards,

C. C. B. T.

Dear Platanoverde

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, Michal (michal.k@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

Hello Platanoverde,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will contact the casino to gain further insight into this issue and to explore how I might be able to assist.

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

Dear Coincasino.com,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me at michal.k@casino.guru.

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 Platanoverde,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint 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 decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming (AOFA) Authority and submit a complaint to them. The Gaming Authority might have more options and tools to help players. You can find more information on how to do that here: Licensing Authority – Anjouan Gaming | Casino Guru

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