Coincasino.com Refuses to Pay Refund After Proven Self-Exclusion Breach (Won Case on CasinoGuru)

I am posting this to expose Coincasino.com's egregious failure to protect a vulnerable player and their subsequent refusal to honor a settlement they publicly committed to.

The Proven Violation: A Systemic Failure

I filed a complaint with CasinoGuru detailing how Coincasino.com's system is fundamentally broken. Despite my active self-exclusion due to a gambling addiction, I was repeatedly able to create and fully KYC-verify multiple duplicate accounts using the exact same official ID card, name, and personal details.

This demonstrates a gross, systemic failure of their responsible gambling duty. They were aware of my excluded status and still accepted my deposits.

The CasinoGuru Victory & Public Promise

The CasinoGuru Resolution Center investigated the case, and the outcome was a win in my favor.

Crucially, a representative from Coincasino.com publicly admitted their failure on the complaint thread and stated:

"Once the duplicate account was identified, it was closed immediately in accordance with our Responsible Gambling Policy. Please note that a full refund for the deposits made on the second account will be issued."

Coincasino's Current Position: Silence and Refusal

Despite this public, recorded commitment to a full refund, Coincasino.com has completely stopped cooperating.

Delayed and Incomplete Refund: They have failed to issue the full deposit refund for all accounts opened due to their negligence.

Ghosting on All Channels: They have ceased all communication on the original CasinoGuru complaint thread, effectively abandoning the resolution process. They are also ignoring all my direct emails.

They admitted fault, promised to pay, and are now ignoring the matter entirely.

Demand for Action

I am now escalating this issue across all platforms (AskGamblers, Bitcointalk, LinkedIn) and filing a formal complaint with the Anjouan Gaming authority.

I warn all potential players: Coincasino.com is not a safe environment. Their Responsible Gambling policies are non-existent, and when proven wrong, they simply refuse to pay the agreed-upon settlement, damaging the integrity of the entire dispute resolution process.

I demand the immediate and full reimbursement of all deposits made on all duplicate accounts opened after my self-exclusion.

Hello, I'm sorry we could not help much with this one. For anyone interested in the complaint, however, it is right here:

https://casino.guru/complaints/coincasino-com-player-was-able-to-create-multiple 👈

The more cases like this one, the more I think it's a shame that self-exclusion isn't possible with an offshore license and that there is a need to rely on casino operators.

Well, I appreciate you sharing this with us, and if you want to discuss the problem of gambling, I'll be here.

hello! coincasino stopped collaborating in my case.

They had offer a refund and then they stopped answering and they never paid it.

can you please reopen my claim and try to contact coincasino again? I noticed they just posted yesterday some answer regarding to other case.

Hello, as mentioned above, the complaint wasn't sadly resolved. The forum as well as the complaint request does not serve this purpose. So, no, here on the forum, we can help you reopen the case. You are required to send an email to your former resolver or use the reopen button located in the case. Because the casino failed to resolve the problem, our interventions are unlikely to result in your refund, though.