The player from Italy is facing issues withdrawing $4,800 in Bitcoin from Coincasino after her account was closed for alleged violations of terms and conditions without clear justification. She has complied with KYC requirements and is seeking assistance as the casino is unresponsive to her emails.
Coincasino.com - Player’s account has been closed with winnings confiscated.
Opened
Current status
Waiting for Casino Guru to reply
4d 14h 7m 1s
Coincasino.com
Safety Index:Below averageCase summary
Discussion
Public
Public
5 days ago
Translation
Greetings
I played at Coincasino online casino for a few months. When I deposited in crypto, the casino let me wager my winnings of $4,800 in Bitcoin. Initially, the casino asked me to provide KYC, and after I sent them my ID. My email, which I received in response, led our finance department to close the account for violating the terms and conditions without providing a specific reason. I should point out that I topped up my gaming account with Bitcoin, and the withdrawal was requested in Bitcoin to the same exact wallet.
I'm wondering if you have any knowledge to help me resolve this issue, as they're no longer responding to my emails. Thank you very much.
Automatic translation:
Public
Public
2 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
2 days ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Coincasino.com.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise how long you were a player at the casino and when exactly your account was blocked?
- How did you learn about your account being blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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,
Tomas
