Coincasino.com - Player’s account has been reopened after self-exclusion.

 requested self-exclusion from my account a year ago due to my gambling problems. This week, I received emails informing me that my account had been reopened. As a result, I have now lost approximately €1,000 again.

I contacted your live chat to try to understand how my account was reopened in the first place. However, when I pointed out that reopening my account was a serious mistake on your part and that I would take the matter to Casino Guru, you immediately closed my access to the account. This is particularly concerning because I was previously told via live chat that my account could not be closed in this way.

Fine, but I also want my money back.

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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 send me your original account closure email dated 2 October 2025 as an .eml or .msg file, together with any replies from the casino confirming the closure and its duration?
• When exactly was your account reopened? Did you request or agree to its reopening? Please also forward the complete reopening email and your subsequent live chat conversation with the casino.
• When did you make the deposits you are requesting to have refunded, and how much did you deposit after the reopening? If available, please send me the relevant transaction history or deposit receipts.

Please send the documents to me at veronika.f@casino.guru.

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 Jesst,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru