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Self-excluded but allowed to gamble", „Responsible gambling failure"

Request for Refund Due to Previous Suicide Attempt and National Self-Exclusion

Dear CoinCasino Support Team,

I am reaching out to you with a very serious and personal matter.

In February 2025, after suffering from a gambling addiction and losing control, I attempted to take my own life. Following this, I took steps to protect myself by officially self-excluding from all gambling in Lithuania through our national responsible gambling program (www.nebenoriulosti.lt).

This self-exclusion was my way of trying to recover and stay away from gambling permanently.

However, despite this, in June 2025, I was able to register and gamble on your platform and lost a significant amount of money. I truly believed that I had taken all necessary steps to block access to any form of gambling, and I did not expect to be able to gamble again.

I understand that your platform may not be legally connected to the Lithuanian national self-exclusion system, but I am writing to ask for understanding and compassion in this matter.

Given the extremely serious nature of my situation – including a previous suicide attempt and an official self-exclusion due to diagnosed addiction – I kindly ask that you consider refunding the money lost during this relapse. I can provide evidence of my national self-exclusion and, if necessary, documentation related to my medical condition.

This is not about blame – it’s about responsibility and helping vulnerable people who are trying to recover and survive. I truly hope you can see the seriousness of my request and respond with empathy.

Thank you for reading and for taking this seriously.

Dear pdk2pgkgvq85,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’ve encountered.

Please understand that Coincasino.com does not operate with a license issued by Lithuania; therefore, they do not have access to the national register. In other words, because Coincasino.com operates without a necessary license, it is not possible for them to comply with Lithuania-specific responsible gambling measures, such as the national registry. Unfortunately, for this reason, we are unable to help you claim reimbursement for your losses unless you informed the casino about your gambling problem before depositing.

• Could you please advise if you have ever informed the casino about your gambling problem?
• Also, do you currently have access to your casino account?

Thank you for your reply.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear pdk2pgkgvq85,

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,
Kristina
Casino.Guru