The player from Lithuania had a complaint against CoinCasino regarding an unpaid balance of approximately €5200. His account had been verified and then closed without explanation just after approval, and despite having provided the necessary documents for a refund, he had not received his funds after more than a week. Communication had stopped, and he was seeking assistance to resolve this issue. The Complaints Team had determined that the issue could not be addressed due to a lack of insight into the player's focus on sports betting, leading to the rejection of the complaint.
Coincasino.com - Player seeks resolution for unpaid balance after account closure.
Closed
Our verdict
Other
Amount: €5,200
Coincasino.com
Safety Index:Below averageCase summary
Discussion
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5 months ago
Hello Casino Guru team,
I am filing a complaint against CoinCasino regarding my unpaid balance of approximately €5200.
Here is the full timeline of events:
1. My account was fully verified, and my Proof of Address (POA) was approved by CoinCasino (I received their confirmation email).
2. Shockingly, only one hour after approving my verification, the casino closed my account without giving any explanation.
3. When I asked why my account was closed, support did not provide any reason. Instead, they requested my IBAN and SWIFT code to process a refund of my remaining balance.
4. I immediately provided all requested documents (IBAN, SWIFT, and PDF confirmation).
5. Despite this, more than one week has passed and I still have not received my funds.
6. The only replies I received were vague messages such as "our team is still working on the matter" (see attached screenshot).
7. After I started asking for a concrete payout date and clarification, CoinCasino stopped responding to my emails completely.
This behavior clearly shows delaying tactics, lack of transparency, and refusal to process my rightful withdrawal.
I kindly ask Casino Guru to assist in resolving this matter and ensuring CoinCasino pays out my remaining balance of €5200. I am willing to resolve this amicably, but if they continue to ignore me, I will escalate this case to their licensing authority (Anjouan Gaming Authority) and other legal dispute resolution channels.
Thank you for your support.
Best regards,
Arūnas
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5 months 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 ever made successful withdrawals from the casino?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
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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5 months ago
Hello Tomas,
Thank you for your reply and for assisting with my complaint. Please find my answers below:
Successful withdrawals: Yes, I previously managed to successfully withdraw €2,000. However, during my next withdrawal attempt, the casino requested verification. I submitted the requested documents (ID and proof of address in PDF). After confirming my address, the casino closed my account approximately one hour later.
Games played: I was betting on live sports and regular sports events.
Bonus use: My balance was accumulated from my own deposited funds and winnings from sports betting (live and regular). I did not use any bonuses.
Please let me know if you need any further information or additional documents. Thank you for your help with this matter.
Best regards,
Arunas
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5 months ago
Thanks for your reply and the information provided here and via email. I would like to emphasize that our forum Casino.guru deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue if your only focus is on sports betting.
Thank you for your understanding. I will send you the list of suggested websites via email after closing this complaint.
Due to the aforementioned reasons, this complaint will now be closed. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
