Coincasino.com - Player’s winnings haven’t been received yet.

I deposited 120 EUR real money at CoinCasino and received a 50% bonus (60 EUR) - conversation with host Nelly confirms it.

I played with REAL money first, not bonus. I made a withdrawal request on 12/09/2026 at 00:34 for 120 EUR + winnings.

At 03:00 the withdrawal was DECLINED and my real balance of 120 EUR was confiscated, leaving only 58.92 bonus balance which is not withdrawable.

This is theft of real deposit. Live chat keeps saying "bonus irregular play" but I wagered with my own money. I have video proof of DECLINED and screenshot of deposit with Nelly.

I request refund of my 120 EUR real deposit.

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Dear Fortunato888,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Fortunato888,

Thank you for providing the additional information and supporting evidence.

After reviewing the circumstances of your complaint, including the casino's explanation, we have decided to reject the complaint.

According to the information provided, you accepted a 50% deposit bonus and subsequently placed bets exceeding the maximum bet permitted under the casino's Bonus Terms and Conditions. The casino identified specific game rounds in which the maximum bet rule was breached and, as a result, voided the winnings associated with the bonus.

We would also like to clarify an important point regarding your real-money balance. Although you may initially see and play with your cash balance, once a bonus is active, the cash and bonus funds are generally subject to the conditions of that bonus. The casino further explained that the bonus could only begin to be wagered after the real-money balance had been depleted. Therefore, the fact that the bets were initially deducted from your real-money balance does not necessarily mean that the applicable bonus conditions did not apply to your gameplay.

Regarding your request for the €120 deposit to be refunded, the available information indicates that these funds had already been played through. A deposit that has been wagered is different from an unused deposit being confiscated from an account. Once the funds have been used for gambling, we generally cannot require the casino to return the original deposit simply because the resulting winnings were later voided due to a bonus-rule violation.

For future play, we strongly recommend carefully reviewing the maximum bet and other wagering restrictions before accepting a bonus, as exceeding these limits can result in bonus-related winnings being voided.

For these reasons, we are unable to consider the €120 an unjustly confiscated deposit, and the complaint will therefore be rejected.

Best regards,

Jean