Coincasino.com - Igrač je uspeo da kreira drugi nalog uprkos samoisključenju.

Hello Casino Guru Team,

I am submitting a formal complaint against CoinCasino regarding serious failures in responsible gambling protections and KYC procedures.

My first CoinCasino account was closed at my own request, after I explicitly informed the operator that I was suffering from serious gambling addiction problems. CoinCasino was therefore fully aware of my vulnerable status and gambling behaviour.

Before the account closure, my activity showed multiple rapid and repeated deposits, which are widely recognised indicators of loss of control and problematic gambling. Despite this, CoinCasino failed to apply any responsible gambling measures, such as limits, interventions, enhanced verification, or meaningful support.

After the account was closed, I contacted CoinCasino to explain that my behaviour should have triggered responsible gambling safeguards. No explanation or corrective action was provided.

More seriously, despite this history, I was later able to open another account using the same personal details and the same deposit and withdrawal methods, without any effective KYC or enhanced verification being applied.

This demonstrates a clear failure to protect a self-identified vulnerable player and a lack of effective KYC and responsible gambling controls.

Finally, it has now been more than one month since I raised these issues directly with CoinCasino, and I have received absolutely no response.

I respectfully request Casino Guru’s assistance in reviewing this case. I am available to provide full documentation and evidence upon request.

I have also provided the history of deposits and withdrawals for both the first and second accounts, which show that I used the same Binance accounts with for deposit and withdrawals and the identical name and surname details.

Kind regards,

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. To better understand your situation, please allow me to ask you a few questions.

• Could you please forward the self-exclusion request from your first account, along with the casino’s responses? You may send them to [email protected].
• Was your original account fully verified?
• When exactly did you register at this casino for the first time, and when did you self-exclude?
• When did you create the second account?
• Have you uploaded any identity documents for the verification of your second account?
• Is your second account still active, or has it been closed by the casino in the meantime?

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

Best regards

Veronika