The player from the Dominican Republic faced difficulties withdrawing his winnings of around $16,500 after a $300 deposit. CoinCasino requested Proof of Address verification but repeatedly rejected his submitted documents without clear explanations, which led to blocked withdrawals. The complaint was marked as resolved by the player after assistance from the Complaints Team. It was confirmed that the issue had been addressed, and the complaint was closed in the system. The player was encouraged to contact the Complaint Resolution Center for any future issues.
Coincasino.com - Player's withdrawal is delayed and funds are blocked.
Resolved
Our verdict
Case closed
Amount: $16,500
Coincasino.com
Safety Index:Below averageCase summary
Discussion
Public
Public
3 weeks ago
Hello,
I deposited approximately $300 and increased my balance to around $16,500 through sports betting.
When I attempted to withdraw my funds, CoinCasino requested Proof of Address verification. I submitted a recent utility bill and other requested documents multiple times.
My documents have been repeatedly rejected with generic responses, without any clear or specific explanation of what is wrong.
Despite my cooperation and multiple submissions, my withdrawals remain blocked and my funds are being held.
I am willing to provide any legitimate documentation required, but I request a fair verification process, a specific explanation for previous rejections, and access to my funds.
Thank you.
Public
Public
3 weeks 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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3 weeks ago
Dear ImmanuelKant99,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.
- Could you please clarify the exact date when you requested the withdrawal?
- Have you made any successful withdrawals before?
- Could you please let me know which verification documents you have already provided and when exactly you sent the last one?
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
Petra
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2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear ImmanuelKant99,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Petra
