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Hello Casino Guru Team,

I am submitting a formal complaint against CoinCasino regarding serious failures in responsible gambling protections and KYC procedures.

My first CoinCasino account was closed at my own request, after I explicitly informed the operator that I was suffering from serious gambling addiction problems. CoinCasino was therefore fully aware of my vulnerable status and gambling behaviour.

Before the account closure, my activity showed multiple rapid and repeated deposits, which are widely recognised indicators of loss of control and problematic gambling. Despite this, CoinCasino failed to apply any responsible gambling measures, such as limits, interventions, enhanced verification, or meaningful support.

After the account was closed, I contacted CoinCasino to explain that my behaviour should have triggered responsible gambling safeguards. No explanation or corrective action was provided.

More seriously, despite this history, I was later able to open another account using the same personal details and the same deposit and withdrawal methods, without any effective KYC or enhanced verification being applied.

This demonstrates a clear failure to protect a self-identified vulnerable player and a lack of effective KYC and responsible gambling controls.

Finally, it has now been more than one month since I raised these issues directly with CoinCasino, and I have received absolutely no response.

I respectfully request Casino Guru’s assistance in reviewing this case. I am available to provide full documentation and evidence upon request.

I have also provided the history of deposits and withdrawals for both the first and second accounts, which show that I used the same Binance accounts with for deposit and withdrawals and the identical name and surname details.

Kind regards,

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.

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. To better understand your situation, please allow me to ask you a few questions.

• Could you please forward the self-exclusion request from your first account, along with the casino’s responses? You may send them to veronika.f@casino.guru.
• Was your original account fully verified?
• When exactly did you register at this casino for the first time, and when did you self-exclude?
• When did you create the second account?
• Have you uploaded any identity documents for the verification of your second account?
• Is your second account still active, or has it been closed by the casino in the meantime?

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

Hi Veronika,

I replied to you via email but I'll also reply to you directly here in chat:

1. Has your original account been fully verified?

I entered my first name, last name, address, and other requested personal information. The casino accepted this information as sufficient to register, deposit, and play on both accounts.

2. When did you first register and when did you exclude yourself?

Registration: December 5, 2025

Self-exclusion / closure: December 9, 2025 (after informing support of my serious gambling addiction)

3. When did you create the second account?

December 24, 2025 (15 days after the close of the first).

Same first name, last name, address, and Binance wallet. Similar but different email address.

4. Have you uploaded documents for the second account?

No, no documents were requested or uploaded. I entered the same personal information and used the same Binance wallets. They clearly knew it was me (the same person who had been self-excluded 15 days earlier), yet they let me deposit and lose money without any intervention.

5. Is the second account still active?

I closed it manually on December 26, 2025, after several deposits and withdrawals. I informed them again that I was closing it due to gambling addiction, but they didn't respond, only closed the account. They clearly already knew it was me. The casino never blocked anything, nor did they contact me about any violations.

They let me play knowing that it was my own name and surname and address, same wallet for deposit and withdrawal!!

Subsequent contacts with CoinCasino

I've contacted support several times (chat/email) complaining that they'd let me play knowing I was a self-excluded, serious gambling addict, using the same data and wallet. I insisted on the damage done. No response, total silence for over a month. To me, this silence is clear evidence of their guilt.

Leak detail

Net losses on the second account (December 24-26, 2025): approximately €3,763.00.

I risked losing my family with gambling, and Coincasino actively contributed to this!!! Since December 26th, I've been getting help from specialists and haven't gambled a cent. I no longer have urges to gamble, and I never intend to start again.

I'm asking for your help in getting at least a refund of the net losses on my second account, caused by their gross lack of responsible gambling, so I can repay some of my gambling debts!

I have attached the promo account and second account transactions where you can clearly see that deposits and withdrawals are coming from the same account and where the net losses are visible.

Thank you so much for your support.

Best regards,

Emanuele

Ciao Veronika,

ti ho risposto via mail ma ti rispondo anche qui direttamente in chat:

1. Il tuo account originale è stato completamente verificato?

Ho inserito nome, cognome, indirizzo e altri dati personali richiesti. Il casinò ha accettato questi dati come sufficienti per registrarmi, depositare e giocare su entrambi gli account.

2. Quando ti sei registrato la prima volta e quando ti sei autoescluso?

Registrazione: 5 dicembre 2025

Autoesclusione / chiusura: 9 dicembre 2025 (dopo aver comunicato al supporto la mia grave ludopatia)

3. Quando hai creato il secondo account?

24 dicembre 2025 (15 giorni dopo la chiusura del primo).

Stessi nome, cognome, indirizzo e stessi wallet Binance. Email simile ma diversa.

4. Hai caricato documenti per il secondo account?

No, nessun documento richiesto né caricato. Ho inserito gli stessi dati personali e usato gli stessi wallet Binance. Sapevano chiaramente che ero io (stessa persona autoesclusa 15 giorni prima), eppure mi hanno lasciato depositare e perdere soldi senza alcun intervento.

5. Il secondo account è ancora attivo?

L’ho chiuso io manualmente il 26 dicembre 2025 dopo vari depositi e prelievi e ho comunicato nuovamente che lo chiudevo per ludopatia ma loro non mi hanno risposto nulla solo chiuso il conto, chiaramente loro sapevano già che ero io. Il casinò non ha mai bloccato nulla, né mi ha contattato per violazioni.

mi hanno lasciato giocare sapendo che ero io stesso nome e cognome e indirizzo stessi wallet di deposito e prelievo!!

Contatti successivi con CoinCasino

Ho scritto più volte al supporto (chat/email) denunciando che mi avevano lasciato giocare sapendo che ero un ludopatico grave autoescluso, con stessi dati e wallet. Ho insistito sul danno causato. Zero risposte, silenzio totale da oltre un mese. Questo silenzio è per me prova evidente della loro colpa.

Dettaglio perdite

Perdite nette sul secondo account (24-26 dicembre 2025): circa 3.763,00 €.

ho rischiato di perdere la mia famiglia con il gioco d’azzardo e coincasino ha contribuito attivamente a questo!!! Dal 26 dicembre mi sto facendo aiutare da specialisti e non ho più giocato un euro, non ho più pulsioni al gioco e non intendo riprendere mai.

Chiedo il vostro aiuto per ottenere almeno il rimborso delle perdite nette del secondo account, causate dalla loro grave mancanza di responsible gambling così che posso ripagare qualche debito dovuto al gioco!

Vi ho allegato transazioni promo account e secondo account dove si può vedere chiaramente che depositi e prelievi provengono dallo stesso account e dove si vedono le perdite nette.

Grazie mille per il vostro supporto.

Cordiali saluti,

Emanuele

Thank you for your emails.

Please forward the original, uncropped email conversations between you and the casino’s customer support team, rather than screenshots. We need to establish a clear and complete timeline of all events related to the self-exclusion of your accounts.

Thank you in advance for your cooperation.

Dear Veronika,

I have forwarded the complete email correspondence related to both my first and second accounts to your email address.

For the first account, you will find the full exchange between myself and the casino’s customer support team.

Regarding the second account, there are only my emails, as CoinCasino never responded to my messages. They simply closed my account without providing any reply, which clearly shows they read my email but chose not to respond.

Please let me know if you need any further clarification or additional documentation.

Hello RikyEdo2023,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Team,

Thank you for your update and for informing me about the situation.

I understand Veronika’s absence and I appreciate that you are continuing to work on my case and staying in contact with the casino. I know these matters can take time, and I truly value the effort you are putting into this.

I look forward to your next update in the coming days.

Kind regards,

RikyEdo2023

Thank you for your emails. Am I correct in understanding that you entered your first name, last name, address, and other requested personal information in both of your accounts, but you never provided any identity documents to the casino for a proper KYC verification?

Has the casino ever requested any identity documents to verify your account?

Dear Veronika,

I confirm that I never submitted any identity documents for KYC verification, and the casino never requested any documents from me for either account.

However, the casino had my full name, surname, and address, and I used the exact same payment accounts for deposits and withdrawals on both accounts.

They knew exactly who I was, and they were aware of my gambling issues.

Dear RikyEdo2023

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, Matej (matej.l@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,

Veronika

Dear Veronica,

thank you very much for all the help and time you have dedicated to my case so far. I truly appreciate your support and the attention you have given to it.

I will wait for further updates from Matej.

Kind regards,

Emanuele 

Hello RikyEdo2023, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details, I will reach out to you directly.

I’d like to invite a representative of Coincasino.com to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.