Coincasino.pro - Player's account is closed due to verification issues.

A few days ago, I opened an account with Coincasino and deposited a total of approximately €1,000 via USDT and TRX.

After some gameplay, my account balance was around €2,200. I first withdrew €600 via TRX, which arrived in my wallet shortly afterwards. I then requested a second withdrawal of €1,600, again via TRX.

At that point, my account was suspended and I was asked to verify my identity. I promptly sent the support team a copy of my ID along with a selfie holding the ID.

I was then sent a verification link, which I have now completed three times. Each time, I received a confirmation that the verification was successful — only to receive an email from support shortly afterwards stating that the verification had failed.

I repeated the process using three different phones (my personal phone, my work phone, and my partner's phone). Every single time, the result was the same: an initial success message, followed by a rejection from Coincasino.

I have used the same documents to open several bank accounts without any issues whatsoever.

At this point, I am no longer receiving any response from support, and the withdrawal continues to be denied.

Important notice:

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Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

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

Best regards, 

Attila

I submitted my ID and a selfie. The whole process is handled through the provider "Veriff.me". Each time, I received a confirmation message that my documents had been successfully submitted.

These are then apparently reviewed by Coincasino, but I'm never told why they aren't accepted.

I also sent the documents to Coincasino via email beforehand. If I knew what the problem was, I could fix it.

I also offered to make a video call or record a video.

I received the last response on May 25th; since then, none of my emails have been answered.

Thank you for your reply. Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support?

You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

i sent alle documents.

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello andre_fuss,

I am sorry to hear about your troubles. I am Lucia and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards,

Lucia

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.

Dear andre_fuss,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Lucia S