Coincasino.com - Pelaajan kotiutus on viivästynyt, tili on suljettu vain väliaikaisesti.

CoinCasino advertises that withdrawals are processed straight away and usually within minutes, with a maximum of 24 hours in rare cases. Despite this, my withdrawal of summa requested on 19.12.2025 17:04 and has been kept in a pending/processing state for several days and support refuses to give any timeframe, saying it may take up to 5 business days and can be cancelled while pending.

During this period I was still able to reverse the withdrawal and gamble the winnings. When I requested account closure due to this issue, the casino only applied a 24‑hour closure instead of a permanent self‑exclusion. I believe this practice is misleading and against responsible gambling principles. I request that the casino pays my winnings in full and closes my account permanently.

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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 we can better determine how to assist you.

• Is your account currently accessible to you? Is your account scheduled to be reopened?
• Have you informed the casino about suffering from any gambling issues?
• Have you requested permanent account closure or a self-exclusion? What response have you received? What was the reason you gave to the casino?
• Have you requested a refund from the casino already? What response have you received?

If there is any other supporting evidence regarding your complaint, please share it with me in the complaint thread or send the information to my email at tomas@casino.guru

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Tomas,

Thank you for your reply and for looking into my case.

1. Account access / reopening

My account is currently accessible, and I can still log in and access the games, even though I have repeatedly requested that the casino closes my account permanently. I have not asked for the account to be reopened, so the fact that I can still play is entirely against my requests.

2. Informing the casino about gambling issues

Yes, I informed the casino that the way they keep withdrawals pending and reversible for several days is harmful for me and encourages me to gamble my winnings back. I explained that I consider this a gambling‑related problem and asked them to stop this by closing my account and paying out my winnings.

3. Requested permanent closure / self‑exclusion

I requested a permanent account closure / self‑exclusion (not just a short "cool‑off") several times. Instead, the casino only applied a 24‑hour closure, after which my access to the account and games was restored automatically, even though my withdrawal was still not paid and left in a pending, reversible state. When I asked again, they only repeated that I should email support and did not clearly confirm a permanent self‑exclusion.

4. Requested refund / payout

Yes, I have requested that the casino pays my withdrawal(s) and effectively refunds the balance that was left pending. The responses I received from support agents were very vague:

• they repeatedly said the withdrawal is "being processed" without any time frame;

• one agent said it could take up to 5 business days after "approval", while their website promises withdrawals are usually processed straight away and at most within 24 hours in rare cases;

• they confirmed that while the withdrawal is pending, I am still able to cancel it and continue playing.

Because the withdrawal remained pending and reversible against their own stated time frame, and because they keep my account open and playable despite multiple closure requests, I believe this is misleading and against responsible gambling principles.

5. Additional evidence

I can provide:

• Screenshots of their FAQ/terms page where they promise near‑instant withdrawals with a maximum of 24 hours in rare cases.

• Screenshots of my transaction history showing deposits going through immediately and withdrawals staying pending / being cancelled.

• Chat transcripts where support confirms that the withdrawal has no fixed time frame, may take up to 5 business days, and remains reversible, and where they only apply a 24‑hour closure instead of a permanent self‑exclusion despite my repeated requests.

Please let me know if you need any specific dates, amounts, or additional screenshots, and I will gladly supply them.

Best regards,

Hello Joomuute12,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas 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 Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your reply.

I apologize for not responding sooner. You wrote:

I requested a permanent account closure / self‑exclusion 

Could you please share with me your correspondence with the casino support or live chat to better support your complaint?

My email is tomas@casino.guru

Looking forward to your response

Dear Joomuute12,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru