Coincasino.com - Player was able to create multiple accounts despite self-exclusion.

Summary of Violation: Coincasino.com has repeatedly and negligently failed to enforce my explicit self-exclusion due to a gambling addiction. By repeatedly allowing me to open and validate duplicate accounts using identical personal data (KYC information), they have violated fundamental responsible gambling duties. This failure, compounded by their complete lack of cooperation and responsiveness, constitutes a severe breach of the self-exclusion agreement. I demand a full refund of all deposits made on the invalid duplicate accounts.

1. Gross Negligence in Enforcing Self-Exclusion

• Initial Exclusion Ignored: I was initially self-excluded from Coincasino.com under the Anjouan Gaming seal on September 10th of this year. This fact should have been permanently flagged in their database.

• Repeated Duplicate Account Validation: Despite this existing self-exclusion, I was repeatedly able to create and fully validate multiple duplicate accounts using the exact same personal information (Name, Date of Birth, Address, and ID details).
• Systemic Failure: The casino's KYC (Know Your Customer) and verification processes have a critical and systemic failure. They consistently approved these new accounts without cross-referencing my data against either an internal self-exclusion register or the relevant Anjouan register.
• Breach of Duty: This action demonstrates a gross failure of their responsible gambling duty. They were effectively aware of my gambling addiction and my prior self-exclusion yet knowingly permitted me to deposit and gamble again.

2. Specific Case: Account "d***e" and Demand for Full Deposit Refund

• Explicit Warning Ignored: The most recent duplicate account was created under the username "d***e". I explicitly contacted the casino via email to request its closure, stating clearly that it was a duplicate account and providing screenshots of the identical KYC data from my previously excluded account.
• Delayed Closure and Risk Exposure: The casino took nearly a full day to close the "d***e" account after receiving my explicit warning, exposing me to further financial harm during this period.
• Demand for Refund of Total Deposits: I demand an immediate, effective permanent exclusion and a full refund of the total sum of all deposits made on the "d***e" account. The casino's validation of this account, despite my prior self-exclusion and explicit warning, renders the entire account activity invalid ab initio (from the start). Since the entire gaming contract was voided by their negligence, any associated profit or loss (PnL) is irrelevant; the player (myself) is entitled to the return of all funds deposited.

3. Non-Cooperation and Misleading Support Channels

• Complete Non-Responsiveness: The casino is entirely non-responsive to all my emails, demonstrating a refusal to cooperate on this serious responsible gambling and addiction issue.
• Misleading Domain and Contacts: I was specifically misled by their alternative domain, Coincasino.vip, which explicitly instructed users to contact [email protected] and [email protected] for self-exclusion and complaints. I have been emailing these official support channels for over a month with zero response.

4. Suspicious Withdrawal Policy as Further Evidence of Invalidity

• It is crucial to note that on the "d***e" account, withdrawal was never permitted. This policy is key: since the casino's terms and conditions effectively prevented the withdrawal of my own deposited funds, the entire transactional activity on the account should have been suspended immediately. This fact further demonstrates that the account's validation and subsequent acceptance of my deposits were improper and harmful.

Action Requested from Casino Guru

Immediate, permanent, and effective self-exclusion from Coincasino.com and all associated domains.

Full refund of all deposits made on the duplicate account "d***e."

Investigation into the deposits and losses on all duplicate accounts created after my initial self-exclusion on September 10th, with the goal of a full refund for those deposits as well.

Casino Guru's assistance in compelling Coincasino.com to acknowledge its severe breach of responsible gambling policies and its failure to protect an addicted player.

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Do you have any confirmation from the Licensing Authority that you have been permanently self-excluded from all casinos operating with the Anjouan Gaming seal? If so, kindly forward it to me at [email protected]. Please note that the screenshot you provided does not show that your self-exclusion request was sent to the Licensing Authority.
• Could you kindly specify how many accounts you have opened at this casino, and which registration method you used in each case?
• Have you completed the full KYC verification in all of these casinos, or did you only fill out your profile and submit your ID without the verification process being fully approved by the casino?
• In the screenshot you provided, I noticed differences in the name, address, city, and phone numbers across two of your accounts. Could you please explain these discrepancies?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Hello Veronika, thank you for the follow-up questions.

I appreciate you looking into this matter. Here is the requested information, which clearly demonstrates the operator's systemic failure to enforce responsible gambling protocols.

• 1. Self-Exclusion Confirmation
• Yes, I am self-excluded from all casinos operating under the Anjouan Gaming seal. I have now forwarded the required evidence/confirmation to your email address at [email protected].

• 2. Account Information and Verification
• I opened a total of three (3) duplicate accounts at coincasino.com after my initial self-exclusion on September 10th.
• KYC Status: All three accounts were fully KYC verified and approved by Coincasino. This involved submitting my official ID Card and proof of address.
• Registration Method: All accounts were registered using the same device and IP address. I consistently deposited using the same crypto wallet, establishing a clear link between all accounts.

• 3. Explanation of Data Discrepancies
• Regarding the minor discrepancies you noted in the name and address fields, these are minor, clerical variations that occurred due to:
• Name: Using browser auto-fill, which occasionally placed my middle name into the last name field on one account.
• Phone Numbers: I was using two different mobile phones during this period.
• This is the critical point: These small, clerical variances in secondary input fields do not absolve the casino of responsibility. The casino's verification team received and processed the identical official government ID Card and the same proof of residence for all three accounts.

The casino's duty was to cross-reference the unique identifier on the core KYC documents against the self-exclusion register. Their failure to do so, despite processing the same ID, proves a catastrophic and deliberate systemic failure to enforce self-exclusion and protect a vulnerable player.

They knew, or should have known, that I was the same person suffering from a gambling addiction the moment the first duplicate KYC document was uploaded and approved.

I trust this clarifies the situation and reaffirms that the fault lies entirely with Coincasino's broken compliance system.

Thank you for your email.

From the screenshots you provided, it appears that the confirmation of your Anjouan self-exclusion was issued on September 30. However, you mentioned that you have been self-excluded since September 10. Could you please confirm this with any official document?

Additionally, how many accounts have you created at this casino? Kindly specify the exact dates when each of them was registered.

Thank you very much, Jorgeadd1, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

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.

Dear Jorgeadd1,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Coincasino.com to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Coincasino.com,

I am writing to request a comprehensive explanation regarding this case. Specifically, we would like to understand how the player was able to create multiple accounts using the same personal information as an account that had previously been self-excluded due to a gambling problem.

Please provide a detailed response outlining the circumstances and technical or procedural factors that allowed this to occur. Your thorough explanation is essential to ensure a fair, transparent, and responsible resolution of this matter.

Thank you in advance for your cooperation and timely attention to this request.

Best regards,

Kubo

Hi there,

Once the duplicate account was identified, it was closed immediately in accordance with our Responsible Gambling Policy. Please note that a full refund for the deposits made on the second account will be issued. Our support team has already reached out to the player to confirm the necessary details.

Kind regards,

CoinCasino Team

Hello,

Thank you for your response.

I must point out that your information is incorrect. I actually opened three accounts on your site, all fully verified using the same name, same date of birth, and the same ID card for verification.

Contrary to your statement, I have not received any refund for the deposits made on these accounts. I only received a withdrawal of the remaining $20 balance I had in one of the accounts, which is distinct from a refund of deposits. I would also like to note that prior to your decision to close the accounts, I was prevented from withdrawing funds when I had a profit.

Please review your records and the promised refund immediately, as no refund has been issued to date. I request the full withdrawal of the total sum of my deposits made across the duplicate accounts, as per your policy's implicit commitment.

Furthermore, I urge you to improve your internal system to prevent multiple, fully verified accounts from being opened by the same user in the future.

Hello again! Just to confirm I still didn't receive any refund. Also coincasino is not mentinioning the refund for the 3rd account that was the same error as 2nd account.

I confirm they contacted me yesterday asking for crypto wallet to issue a refund for that secundary account - although still didn't receive anything 48h later... And they are ignoring the other account.

Dear Jorgeadd1,

Thank you for your clarifications.

Dear Coincasino.com,

Could you please confirm whether you have been able to identify all player accounts associated with the email addresses referenced in the player’s recent message?

While we appreciate your willingness to take responsibility for the failure to enforce the self-exclusion and for allowing a previously self-excluded player to create new accounts, this responsibility should be applied consistently across all such cases.

Additionally, please review the player’s recent email and confirm whether his calculation of net losses is accurate. If there are any discrepancies, kindly provide supporting evidence - such as screenshots or other materials - demonstrating the correct amounts.

Please send all relevant documentation to my email at [email protected].

Thank you for your continued cooperation.

Thanks Jakub!

In meanwhile I confirm I still didn't receive a single penny from coincasino and it passed over 1 week since that email they sent requesting my wallet address to issue the refund.

Well Coincasino is always suprising me. Now they sent me this email:

"Hello,

Greetings from CoinCasino! 

We have an update on the matter. 

The team has informed us that your refund request has been declined.

This is our official and final decision.

We wish you a great rest of your day and remain at your disposal.

Kind regards,

Scanlan

CoinCasino Support"

Update: I still didn't get anything from coincasino and they stopped answering emails from [email protected]. The last emails I received were like automatic emails stating they are actively working my case....

I would love to hear from coincasino why do they keep ignoring all my emails since October. Still no refund was issued at all.

So they refuse to answer any email from any of my accounts. But suddenly if I send email from any other email account they answer quickly.

I tried to reach their support asking for updates through chat and through other email addresses. They answer thy can only help me through the registered email address.... I'm dealing with scammers. I ask you, Casinoguru to help me reporting coincasino activity to anjouan and other entities. They are exploiting sick people like me.

So coincasino don't care about it as you can see... They aren't answering even here. Can casinoguru help me reporting it to higher level?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Casino is still ignoring all my contacts and no refund was issued.

Dear Casino Guru, is there any place where I can report it better? I'm thinking about bitcointalk. I tried to contact anjouan but they seems to be ghosts aswell. Coincasino decided to not fulfill their promise... They keep ignoring all my emails since October 10. You can set it already as unresolved since coincasino is failing to help at all please.

Hi there,

The supporting evidence has been sent to Casino Guru for review.

Best regards,

CoinCasino Team

Can I know, evidence of what? you recognized your fault and offered the refund... but you never paid any refund neither answered any of my latest emails. Can you be human and answer me?

Hello, the refund is being delayed and dragged for over 3 weeks already. As everyone knows I'm gambling addicted and I need those funds to repay the persons who I toke the money from. Please can we make it faster? Thanks

Dear Coincasino.com,

I have responded to your message and am awaiting your reply.

Thank you in advance.

Dear Casinoguru can I have an update about my case? I still didn't receive any refund from coincasino. Months have been passed... Thanks

Hello, I'm 3 weeks without any feedback. What is going on in my case? Why didn't I receive the promised refund?

Dear sirs, one month passed I still didn't receive the promised refund! can you help me?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Can someone explain me the current status? what is going on? weeks passing nothing happening in my sight

Hi?

CasinoGuru can you resume me what is going on please??? Coincasino isn't replying and I still didn't got any refund!

Mr Jakub, I believe Coincasino is not replying. In that case can you please explain me what you guys discussed? so I can write a more complete claim about it in foruns and on their license Holder? I found curious the fact that they didn't pay the promised refund.

Please provide me some material or understanding about what happened so I can write a claim with it. Coincasino didn't cooperate. I didn't receive any refund as you know.

I'm waiting for weeks for feedback! Can I understand the reason why coincasino didn't pay?

Dear Jorgeadd1,

Unfortunately, although the casino representatives initially reached out to me outside of our platform to address the matter directly, they stopped responding after presenting their position. They have also not replied in this thread, so the outcome remains unclear. The casino maintains that there was a violation of their multi-accounting rule; however, from our perspective, this should not be relevant in this case, as the self-exclusion was already in effect. A responsible gambling policy requires the casino to take proactive steps to identify potential duplicate accounts belonging to previously self-excluded players - especially when the player provides personal information that can be easily matched within the casino’s system.

Since the communication ceased and my last message was left unanswered by the casino representative, we have no choice but to close this complaint as unresolved due to a failure in enforcing the self-exclusion.

Thank you for your understanding. I’m sorry we were unable to reach a more favorable resolution. Please note that if the casino decides to revisit this case, provide additional information, or reconsider their stance, we will gladly reopen the complaint and notify you by email. If you experience any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are always here to help.

Best Regards,

Kubo