Coincasino.com - Pelaajan tili on suljettu ilman erillistä ilmoitusta.

After winning approximately 0.573842 SOL at CoinCasino and requesting a withdrawal, my account was suddenly deleted without any explanation. I had verified my account and completed all necessary steps. Before deletion, I contacted their support regarding the delay in withdrawal, and shortly after, they stopped responding. Now, I can’t log in – the system says my account doesn't exist anymore.

I have proof of my balance, my deposit, the withdrawal request, and the support chats, and if you want i can send emails that coincasino was sending to me before they gone . This behavior is clearly fraudulent. The casino is avoiding payment and refuses communication. I kindly ask for help in resolving this situation and recovering my funds.

Dear neaxyyy,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with CoinCasino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you pass the verification before you lost access to the account?  
• Did you accumulate your winnings with or without an active bonus?  

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,

Natalia

Hi Natalia,

Thank you for your response. Please find my answers below:

I was playing only slots, and a lil bit of roulette, no sports betting or others

No, I did not pass the KYC verification. They locked my account and requested KYC only after I won and tried to withdraw.

I accumulated all my winnings without any active bonus – I was playing with real money only.

Let me know if you need anything else. I have full documentation of my deposits, gameplay and the communication with their support.

Best regards,

neaxyyy

Thank you very much for your reply, neaxyyy. Could you please forward all the relevant communication between you and the casino, together with other evidence, to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Done, check email thank you.

Have a good day!

Thank you very much, neaxyyy, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello neaxyyy,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Coincasino.com to join the conversation.

Dear Coincasino.com,

Could you please clarify why the player's account has been closed without a reasonable explanation? If there are any important factors affecting this situation that cannot be disclosed publicly, I would appreciate it if you could share them with me directly at michal.k@casino.guru

Hi there,

We would like to clarify that, as per our Terms and Conditions, we reserve the right to request documentation at any time during a player’s activity on the platform. These terms were accepted by the player upon registration.

Regarding the account closure, we can confirm that the decision was made following an internal review. This decision is final and will not be reversed.

Best regards,

CoinCasino Team

Dear CoinCasino Team,

Thank you for your messages. I have requested additional information to gain a better understanding of the situation and am currently awaiting your response.

Dear neaxyyy,

I have obtained information from the casino team that appears to contradict your earlier statements. I was informed that you had your old account at CoinsCasino closed because you supposedly had lost access to the original account due to email issues. The casino team has permitted you to establish a new account; however, it appears that when the casino team asked you to complete the KYC process, you did not seem to cooperate. This contradicts your assertion, "I had verified my account and completed all necessary steps."

Could you please provide clarification on this matter?

Dear neaxyyy,

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.

Dear Michal,

Let me clarify this situation once again:

1. Multiple Accounts

Yes, I created a second account after losing access to the first one, and only after I received permission from CoinCasino support.

If the casino claims that I created more than two accounts, I request proof of such accounts and proof that I actively used them. Otherwise, such accusations are speculative and defamatory.

2. Verification Process (KYC)

The only message I received was vague and lacked any deadline or explicit consequence. I was never informed that failure to complete the KYC would result in account closure or funds being frozen.

Also, I was never contacted again after that email – no reminder, no follow-up.

3. Intent to Cooperate

I have always been willing to complete KYC and still am. I have nothing to hide.

Please note that I contacted you because the casino ignored emails, my attempts to resolve this, and locked my account without due process.

Therefore, I request:

A clear list of documents required for KYC.

A reactivation of my account or temporary access to upload the documents.

A commitment that my balance will be preserved and paid out upon successful verification.

I remain fully cooperative and expect the casino to act in accordance with their own rules and basic fairness.

Sincerely,

Neaxyy

Dear Neaxyy,

Thank you for your response both here and through email. While I cannot completely concur with certain aspects of your argument, particularly point 2 regarding the verification process, it is evident that you were explicitly requested to submit documents for the KYC. Therefore, it would have been prudent for you to cooperate immediately rather than awaiting a follow-up email or reminder with potential consequences if you fail to cooperate, as I previously communicated to you via email.

Nonetheless, the casino team could have also improved their communication, especially with more frequent responses.

Dear CoinCasino Team,

Could you please address the inquiries raised by the player?

Dear Neaxyy,

The casino team will be contacting you about the KYC; I respectfully request your complete cooperation, and I am optimistic that we can achieve a successful resolution to this matter.

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 Neaxyy,

I hope this message finds you well. Could you kindly share any updates? Has the casino team been in contact with you regarding the KYC? If they have, were you able to complete it?

Dear Michal,

Thank you for your follow-up.

I would like to confirm that CoinCasino has not contacted me in any way since the last exchange. I have not received any further emails, instructions, or access to perform the KYC verification.

Despite my willingness to complete the process and resolve the situation, they have not provided me with any way to proceed.

My account remains blocked, and I have no access to upload documents or communicate directly with their support beyond automated replies or closed channels. It seems they have completely cut communication on their side.

I remain open to completing any required KYC if CoinCasino allows it. I’m simply asking for a fair resolution and access to my funds.

Thank you again for your assistance.

Best regards,

Kacper / neaxyyy

.

Dear Neaxyy,

Thank you for your reply. I'm quite surprised by your response.

Dear CoinCasino Team,

Could you kindly clarify why there has been no communication with the player regarding the KYC, despite your earlier information that you would?

When do you plan to make contact, or what steps are you considering taking in relation to his case and when?

Hi there,

Thank you for your patience. Your account has now been re-opened, and an email has been sent with instructions to proceed with the KYC verification.

Best regards,

CoinCasino Team

Hi,

Thank you for reopening my account and sending the KYC instructions.

Unfortunately, I am currently in Poland, and your website is now completely inaccessible from this location – it shows a connection error or timeout. I am therefore unable to log in or complete the KYC process, even though I am fully willing to do so.

Please advise how I can proceed or suggest an alternative method of completing verification, such as email-based KYC or may i use VPN?

Best regards,

Kacper

Dear Neaxyy,

I've checked the accessibility of the CoinCasino webpage from various browsers and various IPs, including a Polish one, and it was working normally for me.

For example:

What error do you get? Isn't a VPN or a similar program/App running in the background of your device? Have you tried clearing the cookies?

Dear Michal,

Thank you for the update.

It’s possible that CoinCasino is not blocking access for all Polish users, but rather only for specific IP ranges or even specific user accounts.

This would explain why it works for you in Warsaw, but does not work for me at all, despite testing:

On multiple devices (laptop + phone)

On two different ISPs (Wi-Fi + mobile)

On browsers with cleared cookies/cache

Without any VPN or proxy running

The site always returns:

> ERR_CONNECTION_TIMED_OUT

The server www.coincasino.com took too long to respond.

I believe CoinCasino may have implemented a targeted block on my IP or account after the complaint.

Would it be possible to ask the casino for:

1. An alternative method for KYC (e.g., via email), or

2. A temporary whitelist of my IP, so I can access the site and upload the documents?

I remain fully cooperative and ready to resolve this properly.

Best regards,

neaxyyy

Dear CoinCasino Team,

Could you kindly clarify the reason the player is unable to access your webpage? Furthermore, could you please facilitate the player in submitting their documents for KYC verification through an alternative method should their account continue to be inaccessible?

Hi there,

The player accessed their account and used the available funds a few days ago. The player chose to proceed without completing verification. We’ve contacted them via email with a secure link to submit their KYC documents if they wish to continue the process.

Best regards,

CoinCasino Team

Dear CoinCasino Team,

Thank you for the additional information.

Dear Neaxyy,

So, as it turned out, you were able to access the casino webpage and your account after all. While the decision to play is, of course, solely yours, I'm curious to know why you chose this option instead of engaging with the KYC verification.

I'm looking forward to your prompt response.

Dear Michal,

Thank you for your message.

Let me clarify this situation:

Yes, I did receive an email from CoinCasino with a secure link to submit KYC documents. However, I still cannot access the CoinCasino website at all from Poland. Their claim that I logged in and used my account recently is completely false.

I’ve tried:

Multiple devices and browsers

Different networks (Wi-Fi + mobile data)

Cleared all cookies and cache

No VPN or proxy

Every attempt ends with the same result:

> ERR_CONNECTION_TIMED_OUT

It is technically impossible for me to log in or play. I'm not sure how CoinCasino came to the conclusion that I accessed my account – unless someone else did or it's an internal error on their part.

I am still willing to complete the KYC process, ill send required documentns when i get some time.

I hope this clears up the confusion.

Best regards,

Kacper / neaxyyy

Dear Kacper / neaxyyy,

I have received evidence that you or someone who used your valid credentials normally logged in to your casino account without any unsuccessful login attempts or requests for password recovery. You or this individual, instead of participating in the KYC verification process, chose to engage in gameplay and subsequently lost the account balance through standard gaming activities.

Have you disclosed your login credentials to anyone? Have you created a strong, robust password? What devices have you used for accessing your CoinCasino account, whether before or recently?

Dear Michal,

Thank you for your reply.

Let me clarify a few important points:

I have not shared my login credentials with anyone.

My devices are protected with antivirus software.

I have been using the same password for years across several platforms, and never in my life has anyone breached my account — until now.

I only accessed CoinCasino from my personal phone and laptop, located in Netherlands and US.

However, I must emphasize that CoinCasino has no security mechanisms beyond the login password. There is no two-factor authentication, no login confirmation, no notification system — literally nothing.

Anyone who obtains or cracks my password can log in freely with zero resistance.

At the same time, I’d like to remind you that I still cannot access CoinCasino.com from Poland — the website simply does not load. So if any login or gameplay activity actually happened recently, it was not by me.

This raises serious concerns. Either:

1. Someone unauthorized accessed my account, or

2. The casino is manipulating activity data to avoid responsibility.

Therefore, I respectfully request that CoinCasino provide the following access logs:

Timestamps of the alleged logins and gameplay

The IP addresses used

Without these details, I cannot confirm or deny the activity. But I am 100% confident I did not log in or gamble away my balance.

Additionally, I am currently handling a few important personal matters here in Poland, so I will be able to proceed with the KYC process shortly afterward. I kindly ask for your understanding and patience in this regard.

Thank you in advance for your assistance.

Best regards,

Kacper.

Dear Kacper / neaxyyy,

Unfortunately, we have reached a point where I cannot pursue your case further. While I acknowledge your response, and I'm not saying it might not be true, the information and, most importantly, the evidence I have received suggest something else.

As I previously stated, you or an individual utilizing your valid credentials normally accessed your casino account without any failed login attempts or password recovery requests. Rather than participating in the KYC verification process, you or this person opted to engage in gameplay, ultimately resulting in the loss of the account balance through standard gaming activities.

In accordance with our privacy policy, I am unable to disclose the evidence I've received to you; however, as an independent entity, I can confirm that you or someone using your valid credentials normally logged into your casino account from various devices and IP addresses, including those from the Netherlands, as you have noted above.

It is a common industry practice that when valid credentials are employed for logging in without any failed attempts or password recovery requests, it is generally presumed that it is indeed you accessing your account, as only you should possess the credentials.

The casino has this rule in its terms and conditions, to which you agreed to when you created your casino account:

5. Registration

5.6. You must keep your password for the Service confidential. Provided that the Account information requested has been correctly supplied, we are entitled to assume that bets, deposits and withdrawals have been made by you. We advise you to change your password on a regular basis and never disclose it to any third party. It is your responsibility to protect your password and any failure to do so shall be at your sole risk and expense. You may log out of the Service at the end of each session. If you believe any of your Account information is being misused by a third party, or your Account has been hacked into, or your password has been discovered by a third party, you must notify us immediately. You must notify us if your Registered Email Address has been hacked into, we may, however, require you to provide additional information/ documentation so that we can verify your identity. We will immediately suspend your Account once we are aware of such an incident. In the meantime you are responsible for all activity on your Account including third party access, regardless of whether or not their access was authorised by you.

Furthermore, my colleagues and I have made another attempt to access the https://www.coincasino.com/ website using different browsers and IP addresses, including those from Poland, and we have consistently encountered no issues in accessing it. Additionally, we have not received any further complaints regarding the website's inaccessibility from other players in Poland, suggesting that the problem may lie on your end.

You certainly have every right to reach out to the casino and request all the information (data) from your account, including the login history. They should be able to provide it to you; however, I cannot provide any assistance with this matter. As mentioned above, the funds in question have been depleted in normal gameplay.

You are free to disagree with this conclusion and can escalate your case to the casino licensing authority if you wish, but we cannot assist you further.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.

Best regards,

Michal

Casino Guru