Coincasino.pro - Player reports failure to enforce self-exclusion.

Subject: Complaint Against CoinCasino – Failure to Enforce Self-Exclusion and Request for Refund

Dear Casino Guru Team,

I am submitting this complaint against CoinCasino because I believe the casino failed to comply with its responsible gambling obligations, resulting in significant financial losses.

I requested self-exclusion because I was experiencing gambling-related problems and needed to prevent myself from continuing to gamble. The purpose of self-exclusion is to protect vulnerable players by immediately restricting access to their accounts and preventing further deposits and gambling activity.

However, despite my request, CoinCasino did not properly enforce the self-exclusion. I was still able to access my account, make deposits, and continue gambling. As a direct consequence of this failure, I lost approximately €1,300.

In my opinion, once a player requests self-exclusion due to gambling problems, the operator has a duty to act promptly and effectively. Allowing continued access defeats the very purpose of responsible gambling measures and exposes vulnerable players to further harm.

In addition, I later discovered that the casino claimed I was not eligible for cashback promotions because another account existed under my details. If the casino’s systems were able to detect multiple accounts for promotional purposes, I believe they should also have been able to identify and correctly apply my responsible gambling request. This raises concerns about how my case was handled.

I have contacted CoinCasino directly to explain the situation and requested a refund of the losses incurred after my self-exclusion should have been enforced. Unfortunately, the casino has not provided a satisfactory resolution.

I respectfully ask Casino Guru to investigate this case, review whether CoinCasino complied with its responsible gambling obligations, and assist in reaching a fair resolution. I believe the losses incurred after my self-exclusion request should be refunded because they occurred only as a result of the casino’s failure to implement the protection that I had requested.

I am willing to provide all relevant evidence, including emails, chat conversations, account history, transaction records, and any other documentation required to support m

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Dear Maykond20,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

I have read the casino's T&C's and this is what I have found:

Self-Exclusion

If You are diagnosed with a gambling addiction or wish to stay away from gambling for another reason, we want to assist You in avoiding anything that may harm You. "Self-Exclusion" means that You voluntarily exclude Yourself from all gambling services. This exclusion cannot be undone for a set period of time. If You wish to self-exclude from gambling, please message our Support and specify a time span between 6 months and 5 years. They will also explain the next steps and what is required from You.

email: support@coincasino.pro

Please keep in mind that Self-Exclusion is permanent for the selected period and will not be undone for Your protection.

During Self-Exclusion, You are not allowed to create a new Account. Any attempt to create a new Account during Self-Exclusion is a violation of our Terms of Service and may result in a permanent ban of Your original Account.

The Company will use reasonable efforts to enforce self-exclusion requests. However, You are solely responsible for ensuring compliance, and the Company shall not be liable for any losses or damages resulting from Your circumvention of self-exclusion measures.

To better understand the situation, please answer the following questions.

• When and how did you first request an account closure?
• Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?
• Do you still have access to your account?
• Please forward all your account closure requests along with the casino's replies to jean.s@casino.guru.

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,

Jean

Hello, good afternoon

Please send everything by email as well; here is the history

On May 20, I sent an email requesting account deletion to the email address Deer.contato@gmail.com

On June 24, I sent the same email requesting account deletion to the casino; this email went unanswered

I used the email address [redacted]

So far, the casino has only said that it’s under review, and my account remains open, triggering my addiction.

The casino has finally closed my account after I sent numerous emails requesting self-exclusion due to my gambling addiction.

However, the main issue remains unresolved. Even after I clearly informed the casino about my gambling addiction and requested self-exclusion, my account remained active, allowing me to continue making deposits.

The account was only closed after several follow-up emails. Unfortunately, the casino has still not refunded the deposits I made after my self-exclusion request, which total approximately €1,300

I am simply asking the casino to comply with its responsible gambling policy and refund the deposits made after my self-exclusion request, as my account should have been blocked immediately once I informed them of my gambling addiction.

Please forward the complete email threads of all your account closure requests, along with the casino's replies to jean.s@casino.guru. Please do not send screenshots, but the original, uncropped email messages instead. Bear in mind that it is very important to include the casino's replies to review whether they had acted appropriately or not to responsible gaming.

Please provide the approximate dates of your deposits after your self-exclusion request.

Additionally, could you please provide the exact date when your account was closed?

Dear Maykond20,

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.