Coincasino.com - Player's account is closed and funds are confiscated.

CoinCasino closed my account and confiscated my balance of $242, including $100 of my own deposits, citing "Fraud" in their Terms and Conditions.

No specific rule violation was ever explained, and no evidence of fraud was provided.

Later, support stated that the confiscation was based on a "commercial decision", which does not justify seizure of player deposits.

Live chat redirects me to email, while email support ignores my messages. There is no appeal process and no transparency.

I believe this case represents unjust confiscation of player funds and request Casino.Guru’s intervention.

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Dear yatsik13,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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,

Attila G.

В основном я играл в слоты. Было еще пару ставок на спорт.

Я предоставил загран паспорт, выписку по карте из банка. Они запросили еще один дополнительный документ подтверждающий мой адрес. Я отправил квитанцию за коммунальные услуги. На следующий день я уже не смог войти в свой аккаунт.

Бонусов я никогда никаких у них не брал.

Dear yatsik13,

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, Jana (jana.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,

Attila G.

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

Dear yatsik13,

I am sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible. Now I would like to invite a Coincasino.com representative to join this conversation and participate in resolving this complaint.

Dear Coincasino.com,

could you please state why the player's account got blocked? Could you please provide us with the evidence? You can put the statement here and paste the evidence here or send it to my email address jana.k@casino.guru. Thank you in advance for providing the information. Kind regards, Jana

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its 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 Curacao Gaming Authority (complaints@cga.cw) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jana