Coincasino.com - Player's account has been closed without justification.

Thank you for your detailed response.

I fully understand your reference to Section 6.3 of your Terms and Conditions. However, invoking that clause **without providing any specific reason, evidence of a violation, or prior communication** is not a transparent or fair procedure.

Let me be very clear: I did not violate any terms, I played fairly, and I requested a legitimate withdrawal. Instead of addressing the withdrawal or initiating a KYC process while the account was still accessible, my account was abruptly disabled without notice or justification.

Now you are requesting sensitive ID documents through email, even though I cannot access my account, see my transaction history, or verify anything on the platform. That is unacceptable and deeply concerning from a data privacy and integrity standpoint.

If you intend to proceed lawfully and professionally, I request that:

1. You provide a clear, documented explanation of what alleged terms were violated.

2. You restore access to my account before requesting any further documents.

3. You clarify why the account was closed *before* KYC was initiated — as this is contrary to standard AML and responsible gaming practices.

I will not provide any personal documents unless I have account access and transparency around this decision. If this is not resolved fairly, I will continue to escalate the matter through external complaint platforms and gambling regulators.

I expect a serious response, not a generic deflection.

Regards,

Dear player,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Can you confirm whether you were playing casino games, placing sports bets, or both?

Did you accumulate your winnings with or without an active bonus?

Have you already provided any documents to the casino? If so, which ones, and when was the last time you submitted them?

Could you share any communication you have had with the casino regarding your account closure? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

If I understand correctly, the casino might consider reopening your account if you provide the requested documents—is that what they’ve indicated to you?

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

Best regards, 

Dominika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear player,

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,

Dominika

Casino.Guru