Coincasino.com - Player's winnings are confiscated with no clear explanation.

i deposited 1.4k into this site earlier on. Didn’t win but I had 100 free spins on a game soo I built $18 to around $2000 then $1500 was taken off my account went to live chat they says cause was bonus money I thought ok no problem 500 left was not bonus money at all I built that balance to another $1500 where they then took another $1500 off me. I went to live chat they says it was because of the bonus money but they couldn’t explain how it was taken off twice. Then proceeded to tell me I violated terms?? How can I violate terms when it wasn’t bonus money they already took 1.5 off me ??? I have proof I will add below you’ll be able to see the amount deducted was 15.1 sol which equivalent to $2538 but it says from the casino they took 8.6 sol which is $1445? They cannot provide me where the $1300 has went. Breached terms doesn’t make sense when I had $2200 in my balance and was not bonus money.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Coincasino.com.

Please allow me to ask you a few questions so I can better understand the situation.

• Is there any record of your winnings being removed twice? Would you be able to share a screenshot?
• Were you informed at any point that the bonus terms and conditions persist after the wagering requirements are complete?
• Could you please share with me your communication with the casino when you contacted them regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Thanks for your patience.

You wrote:

(...) went to live chat they says cause was bonus money (...)

(...) they says I broke the rules which I didn’t.

Would you be able to share this or any other relevant exchanges between you and the casino for me to review?

Send the information to my email at tomas@casino.guru or post screenshots here.

Dear Daviddyerr,

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,
Tomas
Casino.Guru