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My account was suddenly closed after I requested withdrawals.

At the time of closure there was around $23,700 in the account. I had deposited my own funds and played normally. No bonuses were used.

The casino informed me that the account was closed due to a breach of terms but did not clearly explain which rule was violated.

I had already successfully withdrawn $1,900 before the closure.

I would like the casino to explain the exact reason for the decision and reconsider the confiscation of the funds.

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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 I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Was your account verified? Were you asked to supply any documents necessary for verification?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share with me your communication with the casino regarding the account closure and breach of rules? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

I created the account about two days before it was closed. 

My account was blocked shortly after I requested withdrawals.

The casino asked me to provide verification documents, but shortly after that my account was closed before the verification process could be completed.

I played mainly live blackjack.

i will send to your email all the communication with the casino

I sent you to the email.

Dear Wallstreet22113,

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, Peter (peter.c@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,

Tomas

Hello there,

Thank you Wallstreet22113 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Coincasino.com for their help in resolving this complaint. We would like to know why the player's account was closed and what we can do to help resolve this issue.

Thank you!

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.

Hello,

I would like to provide an important update regarding my case.

After the initial account closure, my account was temporarily reopened by the casino. During that time, I was asked to complete a verification (KYC) process in order to proceed with withdrawals.

I fully completed the verification, and it was approved by the casino.

Following this, I was able to play normally, and my balance reached approximately $92,000. I also successfully withdrew around $11,000.

However, shortly after this, my account was closed again.

Additionally, I have been informed that the account may be reopened only if I close this complaint.

This situation is very concerning to me, as I have already completed verification and was allowed to withdraw funds, yet my account was closed again without a clear explanation.

I feel uncomfortable closing the complaint without any clear guarantee that I will regain full access to my account and funds.

I would greatly appreciate your guidance and assistance in this matter.

Dear Wallstreet22113, even if we close the complaint at your request, it can be reopened at any time. I believe it would be good to try it if that were the casino's explicit request and if it doesn't work out, feel free to send me an email or directly request the complaint to be reopened on the website, and we can continue attempting the mediation process. Let me know how you decide!

Dear Peter,

Thank you for your response.

I will keep the complaint open until I receives an official confirmation by email from the casino stating that his account will be reopened after the complaint is closed.

Once I receives this confirmation, I will close the complaint immediately.

Thank you for your understanding.

Dear Wallstreet22113, Thank you very much for the update. Please keep me informed about any further developments.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Wallstreet22113,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Peter