Coincasino.com - Player’s withdrawal is delayed due to verification request.

This casino claimed to be no kyc. I deposited $20 and hit for less than $100 so I went to cash a portion of that out and they want kyc or no winnings. This is complete crookery. I mean you can't even return my own $20 deposit? Bums.

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Dear ALLSTARETC1,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.

To help us investigate and expedite the process, could you please provide the following details:

• Could you please clarify if you have already provided all the required documents?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

No. As I mentioned, I played there under the presumption that I works not need kyc for casual play and small amounts of 100 or less. But I based this on my own research of course.. No I have not given the documents. The issue with that is thaf I had my home burn in a fire and currently have only digital record of my current residence. Can you help me out with this issue? And if players from the USA are not permitted to play. We'll my identification be received at all? And finally. I use a fake name and would be them to accept my real one. Thank you for your time and help.

Thank you very much for your response, ALLSTARETC1. Before we proceed further, could you please confirm if I have understood correctly that you created your account using fake personal information?

Dear ALLSTARETC1,

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.

No. I did not use fake info. I did use a vpn.

Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear ALLSTARETC1,

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.

I can't. They won't allow me to log in.

Would you be so kind as to clarify the reason for using a VPN? Additionally, could you please let me know which country you used?

Dear ALLSTARETC1,

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.

Sure. I used VPN for anonymity and freedom. And I was playing from USA. The thing is, these people are dishonest crooks. They are lauded as VPN friendly and no kyc etc. but then when I deposited and win a tiny bit (<$150) and attempt to cash out all of the sudden they want full kyc. And didn't even offer me my $20 deposit refunded.

Please note that using a VPN is prohibited by the General T&Cs. Please, see here:

3.4. You may not use a VPN, proxy or similar services or devices that mask or manipulate the identification of your real location.

Which specific country did you set your VPN to, and where exactly were you located?

Dear ALLSTARETC1,

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,
Kristina
Casino.Guru