The player from Germany faced issues with a €300 bet placed on the live Monopoly Big Baller game, where the anticipated bonus never appeared. After a canceled bet on a subsequent wager, the game provider indicated that the problem lay with the casino, which had been investigating without any response for over three days. The player insisted on receiving his winnings based on the terms of his contract. We closed this complaint at his explicit request after he said he had no further evidence, so no resolution on the disputed winnings was reached.
Coincasino.com - Player’s winnings are delayed due to bet cancellation.
Closed
Our verdict
Other
Amount: €667
Coincasino.com
Safety Index 5.4 Below averageCase summary
Discussion
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1 month ago
Translation
I placed a €300 bet on the live Monopoly Big Baller game, always aiming for the 5-roll bonus. The bonus never appeared in any of the rounds. Then I bet €7.50. The tiger started moving downwards from the 10-second decision point, and my bet was placed after only 6 seconds. Then the game started, the bet was canceled, and of course, the bonus game appeared. The game provider told me the problem lies with the casino. They've been investigating for over three days now, but haven't received a response. According to my contract, the bet is valid, and I insist on receiving my winnings.
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1 month ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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1 month ago
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.
- Have you played during the session exclusively with real money?
- Could you please share with me your communication with the casino regarding the issue, the information you provided to the casino so they may launch an investigation, and any evidence of a win available to you? 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
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1 month ago
TranslationI sent you an email
I placed a bet of 7.50 on 5 rolls, then the bet was placed, and when the game started, it was suddenly cancelled; the winnings were x89.
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1 month ago
TranslationEvolution sent me this, but unfortunately I no longer have the ticket or the log history.
formal ticket raised on the case and as I see it has been closed on our side for further information, please contact your casino support team, they can share the results with you
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1 month ago
TranslationCoincasino is now saying that I have no more credit, but how can I place bets then?
That is factually incorrect. The €7.50 stake was accepted by the system and the round started. Had there been no available balance, the system would not have accepted the stake in the first place. Furthermore, the game provider Evolution has already confirmed internally that a technical error occurred and the ticket has been closed on their end.
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1 month ago
TranslationFurther details regarding the incident: The €7.50 bet was accepted without issue when the timer remained for 6 seconds. The timer counted down to 0, the round started, and only AFTER the round began did the 'cancelled' message appear. This clearly proves that the funds were available and that it was a subsequent technical cancellation error – precisely the error that Evolution investigated in the ticket.
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1 month ago
Thanks for your patience.
I went over the information you provided.
Please note that we can't confront the casino regarding a disputed result of your game round without any evidence.
Kindly share anything to contradict the casino's conclusion that the balance on your account was insufficient at the time.
We recommend that you request your game history from support. These records should show the evolution of your balance over time and display any placed bets and results from them. If the relevant records are available in your player's profile or directly in the history feature in the game you played, please provide these as evidence.
Thanks in advance for your cooperation.
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1 month ago
TranslationGood day dear team,
I requested this 6 days ago without any response.
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1 month ago
Thanks for your reply.
Kindly provide the relevant information from the activity section of the player's account to me for review, your game history found directly in the game you played, if available or similar evidence.
Thanks in advance for your cooperation.
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1 month ago
TranslationThere are no indications of activity, and Evolution can no longer issue me a ticket because everything has been forwarded to Coincasino. And they won't issue me anything.
I give up, it's pointless anyway.
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1 month ago
Thanks for your reply.
We’ve closed this complaint in accordance with the player’s explicit request. While we are sorry that we could not offer more assistance in this particular case, we fully respect the player’s decision.
Please remember that you are always welcome to reach out to us again in the future. If you encounter any issues with this or any other casino, whether related to withdrawals, verification, account access, or anything else, our team is ready to assist.
If you change your mind or recover the necessary evidence, don't hesitate to contact us again, and we'll assist you further.
