Coincasino.com - Player's account remains active despite closure request.

I SENT AN EMAIL TO BLOCK MY ACCOUNT AND NOT TO REACTIVATE UNDER ANY CIRCUMSTANCE HOWEVER COINCASINO DID NOT ACTION THIS 5 DAYS AGO. I REQUESTED THIS DUE TO GAMBLING ISSUE INSTEAD THEY ALLOWED ME TO DEPOSIT FUNDS AND CONTINUE PLAYING DISREGARDING MY REQUEST. THIS IS NOT RESPONSIBLE GAMBLING.

I WANT COINCASINO TO REFUND MY ETH THAT I LOST DUE TO THEIR NEGLIGENCE. THE SUPPORT STAFF (KRIS) SAID THEY WOULD ASSIST ONCE I SENT EVIDENCE OF MY CLOSURE REQUEST. ONCE I SENT SCREENSHOT I WAS KICKED OFF THE WEBSITE AND CUSTOMER SUPPORT LOGGED ME OFF THE LIVE CHAT. THEY PRAYED ON MY VULNERABILITIES. I DID NOT EVEN HAVE TIME TO GET THE CHAT TRANSCRIPT.

I NEED ASSISTANCE IN OBTAINING MY REFUND, CASINOS CANNOT DO THIS TO VULNERABLE PLAYERS UNDER THEIR LICENCE.

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Dear MRX2026,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:

Self-Exclusion

If You are diagnosed with a gambling addiction or wish to stay away from gambling for another reason, we want to assist You in avoiding anything that may harm You. "Self-Exclusion" means that You voluntarily exclude Yourself from all gambling services. This exclusion cannot be undone for a set period of time. If You wish to self-exclude from gambling, please message our Support and specify a time span between 6 months and 5 years. They will also explain the next steps and what is required from You.

email: support@coincasino.com

Please keep in mind that Self-Exclusion is permanent for the selected period and will not be undone for Your protection.

During Self-Exclusion, You are not allowed to create a new Account. Any attempt to create a new Account during Self-Exclusion is a violation of our Terms of Service and may result in a permanent ban of Your original Account.

The Company will use reasonable efforts to enforce self-exclusion requests. However, You are solely responsible for ensuring compliance, and the Company shall not be liable for any losses or damages resulting from Your circumvention of self-exclusion measures.

What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

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

I signed up with the same email address.

Same email used to request account closure.

No KYC as this was not a requirement in signing up or depositing or withdrawing funds.

This casino are shifty operators preying on peoples vulnerabilities.

Dear MRX2026,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue, including your original self-exclusion request? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Additionally, could you please confirm whether you currently still have access to your account?

Thank you for your patience and cooperation.

I have sent you the email.

I do not have access to the account the casino said they would help me investigate and possibly reimburse me my funds via live chat. As soon as I resent the evidence of closure request they closed my account and kicked me off live chat. They were happy to let me lose funds and have full access to my account whilst ignoring my closure request for 5 days. This is unacceptable given I was vulnerable.

Dear MRX2026,

Please note that when requesting self-exclusion, it's important to follow a few simple steps to ensure a successful outcome:

• Send your request to the correct email address provided in the general terms and conditions of the casino.
• If your email goes unanswered, utilize other communication channels to address your concerns or send multiple emails.
• Clearly state the reasons why you wish to have your account self-excluded - gambling problem/gambling addiction.

After carefully reviewing the information you have provided, I regret to inform you that we are unable to offer further assistance in this matter. It appears that the issue of your gambling problem was not communicated to the casino in the email you sent.

I completely understand how frustrating this situation must be for you, and I acknowledge that it took some time for the casino to close your account. However, we must consider all the details mentioned above. Given that no gambling related concerns were disclosed to the casino, we don't think you that you are eligible for a refund.

Since your account has now been closed, I can only recommend how to request self-exclusion properly in the future if you feel like gambling has become challenging for you.

When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable, as casino support receives many requests per day; hence, if it’s visibly marked, you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Attila