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Greetings

I played at Coincasino online casino for a few months. When I deposited in crypto, the casino let me wager my winnings of $4,800 in Bitcoin. Initially, the casino asked me to provide KYC, and after I sent them my ID. My email, which I received in response, led our finance department to close the account for violating the terms and conditions without providing a specific reason. I should point out that I topped up my gaming account with Bitcoin, and the withdrawal was requested in Bitcoin to the same exact wallet.

I'm wondering if you have any knowledge to help me resolve this issue, as they're no longer responding to my emails. Thank you very much.

Salve

Ho giocato per qualche mese al Casinò online Coincasino, affinché depositavo in crypto il casinò mi faceva giocare poi la vincita di 4800 in Bitcoin. Inizialmente il casinò mi chiede la KYC e dopo avergli inviato la carta d'identità. La mia email che ho ricevuto di risposta il nostro dipartimento finanziario ha deciso di chiudere il suo account per aver violato i termini e condizioni senza motivazione precisa. Faccio presente che ho ricaricato il conto di gioco con Bitcoin e il prelievo è stato richiesto sempre in Bitcoin nello stesso identico portafoglio .

Chiedo se potreste avere conoscenza per aiutarmi a risolvere in quanto non mi rispondono più alle e-mail. Grazie mille

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 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?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the accusations made against you? 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

Hi, thanks for taking charge of the matter, I played for about 5/6 months in a non-continuous way and as a login I logged in via web3 wallet + adding my email and signing the contract, I inserted bitcoin and other cryptocurrencies and played... then one day playing the slots of the provider spinominal I took a bonus and won about 4800 euros in bitcoin currency.

When I requested the withdrawal always in bitcoin I received the email asking for the KYC (I attach the email) after which on the platform in the withdrawal section the upload ID button appeared and I proceeded to enter it.

After about 10 minutes I received an email stating that my account had been blocked and my funds confiscated.

After several emails asking for the exact reason (never indicated) they stopped responding

Salve, grazie per la presa in carico della questione, ho giocato per mesi circa 5/6 in modo non continuo e come login ho fatto l’accesso tramite web3 wallet + aggiungendo la mia mail e firmando il contratto, inserivo bitcoin e altre criptovalute e giocavo.. poi un giorno giocando alle slot del fornitore spinominal ho preso un bonus e vinto circa 4800 euro in valuta bitcoin.

Quando ho chiesto il prelievo sempre in bitcoin mi è arrivata la mail chiedendo il kyc ( allego mail) dopodiché sulla piattaforma nella sezione prelievi é spuntato il bottone carica ID e ho provveduto a inserirla.

Dopo circa 10 minuti ricevo via mail il messaggio che il conto é stato bloccato e soldi confiscati.

Dopo varie mail chiedendo la motivazione precisa (mai indicata ) hanno smesso di rispondere

Hello Capretta92,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Good morning,

Thank you so much for your kindness, I look forward to hearing from you. Thank you very much.

Buongiorno,

grazie mille per la vostra gentilezza, attendo senza problemi. Grazie mille

Dear Capretta92,

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 Capretta92 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 winnings were confiscated.

Thank you!

Good morning

Thank you so much for addressing my issue. I remain available for any clarification or information you may need.

Buongiorno

Grazie mille per aver preso in carico il mio problema. Rimango a disposizione per qualsiasi chiarimento o informazione necessaria.

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.

Good evening,

I trust you to find a solution to my problem.

I remain available for any information or clarification.

Buonasera,

Confido in voi nel trovare una soluzione al mio problema.

Rimango a disposizione per qualsiasi informazione o chiarimento.

Good morning

Any news on this matter? Thank you very much.

Buongiorno

Avete novità sulla questione? Grazie mille

I have tried to contact Coincasino.com repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn’t a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help change the casino's approach.

If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend that you contact the Curaçao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try contacting them anyway, you can do so at: complaints@cga.cw.

Please let me know if you need help submitting the complaint or inform me how they responded if you decide to contact them on your own (peter.c@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Coincasino.com. We received supporting evidence showing the violation of casino rules.

Dear Capretta92, the casino has provided me with evidence which raises concerns about the validity of your account. As you may know each person may only open one account in their name and fund it solely with their own funds. As your activity constitutes a clear violation of this rule we are forced to reject your complaint. Thank you for your understanding.

Kind regards,

Peter