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CoinCasino deducted my full balance after cancelling my withdrawal.

I used a $500 35x 7d deposit bonus. CoinCasino claims that I breached the bonus maximum bet rule because some bets above the permitted amount were placed while the bonus was active.

I understand that this is CoinCasino’s position. However, my complaint is not only about the alleged bonus breach. My complaint is about what happened afterwards and how the balance deduction was applied retroactively.

After the rounds CoinCasino refers to, the bonus was not stopped or cancelled immediately. I was allowed to continue playing many additional rounds. The wagering requirement was later completed, and the bonus appeared in my account as "Wagered", with 0.00 remaining.

After that, the funds appeared available as real cash balance. I continued playing after the bonus appeared completed and generated additional winnings. I was then allowed to request a withdrawal of $300.

At first, the withdrawal/transaction appeared as paid or processed, which is why I contacted live chat asking why the money had not reached my bank account. During live chat, the agent acknowledged that the transaction appeared as "Paid".

Later, the transaction history changed. The withdrawal was shown as "Cancelled", and a separate "Balance Deduction" of $300.38 was marked as "Paid".

CoinCasino then removed the full balance, including winnings generated after the bonus had already appeared as completed/wagered and after the funds had appeared available as real cash balance.

CoinCasino has only repeated that bets above the permitted amount were made while the bonus was active. They have not properly explained why their system allowed the bonus to continue, allowed the wagering to be completed, allowed the funds to appear as real cash balance, allowed further gameplay, allowed a withdrawal request, and showed the withdrawal as paid/processed before later cancelling it and deducting the full balance.

I am requesting the return of the deducted balance of $300.38, or at minimum an independent review of the retroactive balance deduction, the handling of the withdrawal, and the winnings generated after the funds appeared as real cash balance.

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Dear emanuellaiolo,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear emanuellaiolo,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear emanuellaiolo, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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

Karla

Dear emanuellaiolo,

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,
Karla
Casino.Guru