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