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Account closed and balance confiscated due to restricted country – after withdrawals were approved

My account at CoinCasino was closed after a large win, and my remaining balance was confiscated.

The casino claims that I accessed the site from a restricted country (United Kingdom).

However:

– I did not use any VPN or false information.

– The casino allowed me to register, deposit, and play without restrictions.

– All gameplay was done with real funds. No bonuses were used.

– A withdrawal of 2.7 ETH was approved and successfully paid to my wallet.

– Only after this withdrawal and after accumulating a large balance, my account was closed.

The casino is now refusing to return my remaining balance and only tells me to contact them via email.

I believe this is unfair and against responsible casino practices.

If players from restricted countries are not allowed, the casino should block registration and deposits — not confiscate winnings after accepting deposits and approving withdrawals.

I am requesting:

– return of my remaining balance, or

– clear legal justification for confiscation, including evidence (IP logs, timestamps).

I ask Casino Guru to assist with this dispute.

I added screenshot with my balance before they closed my account.

And of course I have all deposits if if need it

Important notice:

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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.

Dear TomaszKap,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand the situation completely.

• When exactly did you register at the casino?
• Have you filled out your profile with the correct personal information, including your country of residence?
• Have you passed the KYC verification, please?
• Have you accumulated your winnings with the help of bonus, please?

I would like to emphasize a very important fact from our Fair Gambling Codex: https://casino.guru/fair-gambling-codex-for-casinos#restricted-countries "The right thing to do is to check for restricted countries during the account creation process and to not allow players from restricted countries to register and play. If the casino knows about restricted countries and also knows the player's country of residence, it's not a big issue to enforce this rule. If the casino allows a player from a restricted country to play because it hasn't implemented this check, it should accept that it was the casino's mistake and pay out all winnings to the player despite the fact that they shouldn't have been allowed to play in the first place, provided that the player hasn't done anything else that's against the rules."

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

Best regards,

Katarina

Dear Katarina,

Thank you for your response and for reviewing my complaint.

Please find my answers below:

1. When exactly did you register at the casino?

I registered at CoinCasino.pro on 13.12.2025.

2. Have you filled out your profile with the correct personal information, including your country of residence?

Yes. I provided my real and correct personal information at all times, including my country of residence (United Kingdom).

3. Have you passed the KYC verification?

Yes. I successfully completed the KYC verification process and my documents were accepted by the casino before my account was closed.

4. Have you accumulated your winnings with the help of bonus?

No. My winnings were generated primarily from real money play. No rule violations or prohibited bonus abuse was communicated to me.

Additional important context:

- The casino accepted my registration, deposits, and gameplay despite knowing (or having the ability to verify) my country of residence.

- My account remained active for a significant period, during which the casino benefited from my play.

- Only after substantial winnings were accumulated did the casino close my account, citing a restricted territory.

- The casino refunded deposits but refused to pay out the winnings.

As quoted in your Fair Gambling Codex regarding restricted countries, if a casino allows a player from a restricted country to register and play due to its own lack of enforcement, the responsibility lies with the casino, and winnings should be paid, provided the player did not breach other rules.

I believe this principle applies directly to my case.

Please let me know if you need any additional documentation (KYC confirmation, transaction history, emails, or proof of redirection/advertising).

Kind regards,

Tomasz

I would like to provide an update regarding my case, as the situation has changed since my initial message.

After closing my account due to the "restricted country" reason, the casino refunded my net deposits (approx. EUR 298,971). This refund was processed after I had completed full KYC verification and after my account had already been active and accepting deposits.

However, the casino continues to withhold the remaining balance consisting of my winnings, despite the fact that:

– my country of residence was disclosed during KYC,

– the account remained active and unrestricted before the winnings were accumulated,

– and deposits were accepted without any prior warning or restriction.

I wanted to ensure you have this updated information for the complaint review.

Kind regards,

Tomasz

Dear Casino Guru Team,

Thank you for your continued involvement in my complaint.

Following recent developments, I would like to provide an accurate and evidence-based update, ensuring full clarity regarding the documentation I possess and my formal position.

---

1 Status update – deposit refund

CoinCasino.pro has refunded my net deposits to my crypto wallet.

I confirmed the wallet address solely to receive the refunded deposits, while clearly stating in writing that:

I do not accept the closure of my account,

I do not accept the confiscation of my winnings,

acceptance of the deposit refund does not constitute acceptance of the casino’s decision.

The dispute regarding my confiscated winnings remains fully open.

---

2 What evidence I DO possess (confirmed)

For absolute accuracy, I confirm that I possess the following verifiable evidence:

Screenshots showing me logged into my CoinCasino.pro account, displaying my account balance,

Screenshots and live chat transcripts where CoinCasino.pro support explicitly confirms my balance, including a confirmed amount of EUR 3,134,069.91,

Screenshots and screen recordings showing CoinPoker.com redirecting users to CoinCasino.pro, including links presented as "UK casino",

Written correspondence with CoinPoker confirming that CoinCasino is part of the same parent group,

Full blockchain transaction history, including:

deposits sent from my crypto exchange to casino wallets,

partial withdrawals received,

refunded deposits.

---

3 What I do NOT claim

For transparency:

I do not claim to have screenshots of the registration form,

I do not claim to have gameplay recordings.

However, the existence of my account, balance, and winnings is explicitly acknowledged by the casino itself, in writing, via live chat and email correspondence.

---

4 Restricted country argument – casino responsibility

The casino states that my account was closed due to playing from a restricted country.

However:

I was able to log in and maintain an active account,

the casino accepted deposits,

the casino confirmed my balance after gameplay,

no restriction was enforced until after the winnings were generated.

Under generally accepted fair gambling principles, including Casino Guru’s Fair Gambling Codex, if a casino allows a player to access, fund, and play on the platform, responsibility for enforcing country restrictions lies with the casino, provided the player has not committed additional violations.

I did not:

falsify personal data,

misrepresent my country,

use VPNs or circumvention tools,

abuse bonuses or promotions.

---

5 Lack of transparency (serious issue)

Despite repeated requests, CoinCasino.pro has refused to clearly disclose:

the legal entity operating the casino,

the licensing authority,

the license number,

the jurisdiction under which it operates,

the entity legally responsible for player funds and AML/KYC compliance.

This lack of transparency is especially concerning given the very large confirmed balance acknowledged by the casino.

---

6 Advertising & redirection from CoinPoker.com

I have documented that:

CoinPoker.com actively promotes casino services,

CoinPoker.com redirects users to CoinCasino.pro (including UK-targeted casino links),

CoinPoker has confirmed in writing that CoinCasino operates under the same parent company.

These redirections are fully documented via screenshots and screen recordings.

---

7.Formal position

To summarize:

I acknowledge receipt of refunded deposits,

I do not accept the confiscation of my winnings,

my winnings were explicitly confirmed by the casino’s own support,

country restrictions were enforced only after winnings were generated,

critical licensing and jurisdictional information remains undisclosed.

I respectfully request Casino Guru’s assistance in pursuing:

full payout of my confirmed winnings

All supporting evidence can be provided immediately upon request.

Kind regards,

Tomasz

Dear Casino Guru Team,

I would like to provide a concise final update summarising all key facts that have emerged since my initial complaint, without repeating information already submitted.

---

1. Current status

My KYC and Proof of Address were fully completed and approved (I hold confirmation emails).

The casino confirmed my account balance via live chat at €3,134,069.91.

The casino refunded my deposits, requested a withdrawal wallet address, then closed my account and confiscated my winnings, citing country restriction issues.

I explicitly informed the casino that I do not accept the confiscation of my winnings.

I am seeking full payout of the confirmed balance.

---

2. Extensive UK-targeted marketing & redirections

I have gathered substantial evidence showing that CoinCasino was actively and repeatedly promoted as available to UK players, with direct redirections to coincasino.pro, including but not limited to:

https://www.vip-grinders.com/casino-bonus-codes/coincasino-promo-code/

https://somuchpoker.com/casino/coincasino-promo-code

https://insidebitcoins.com/crypto-casinos/best-crypto-casinos-uk

https://www.coincarp.com/learn/best-bitcoin-casinos-uk/

https://esportsinsider.com/uk/bitcoin-casinos

https://www.newsbtc.com/crypto-gambling-uk/

https://gamblingindustrynews.com/crypto-sports-betting/uk/

https://www.psu.com/news/best-bitcoin-crypto-casinos-reviewed/

Several of these sources explicitly state that CoinCasino accepts UK players or are clearly UK-dedicated pages, all linking directly to coincasino.pro.

I also possess screen recordings and screenshots showing:

UK-facing marketing language,

redirections from CoinPoker to CoinCasino,

and no effective UK restriction warnings prior to play.

---

3. CoinPoker group connection (confirmed)

CoinPoker confirmed to me via email that CoinPoker and CoinCasino are part of the same capital group.

Therefore, traffic and marketing between these platforms cannot be treated as unrelated third-party activity.

---

4. Lack of operator and licensing transparency

Across CoinCasino, CoinPoker and related documentation, multiple conflicting entities and licenses are presented, including:

Igloo Ventures SRL (Costa Rica)

Precise Interactive Inc. (Panama)

Precise IG Solutions B.V. (Curaçao)

MIBS N.V. (Curaçao)

Licensing references to Anjouan (Comoros) and Curaçao

These entities appear inconsistently across Terms, AML/KYC policies and third-party descriptions.

At no point was a single, clear and consistent contracting entity transparently presented to me as a player.

---

5. Why this matters

Eligibility checks should have been enforced before play, not after winnings were generated.

The scale and consistency of UK-targeted promotion contradict post-win restriction enforcement.

The lack of transparency regarding operator identity and jurisdiction undermines the justification for confiscation.

I also confirm that I hold full supporting evidence, including balance confirmations, transaction records, chat logs, screen recordings and correspondence.

---

6. Position

I respectfully maintain that full payout of my confirmed winnings is the only fair resolution.

The evidence is too extensive to justify confiscation or partial settlement.

Thank you for your continued assistance.

Kind regards,

Tomasz

Dear TomaszKap,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Katarina,

I have just sent all the requested information, transaction details, and supporting evidence to your email address, including Google Drive links to the full documentation.

Please let me know if anything further is required from my side.

Kind regards,

Tomasz

Update regarding new technical evidence

I would like to inform you that I have sent an additional email to Katarina today containing new technical evidence relevant to this case.

The newly provided materials document country-based redirection behaviour observed when accessing CoinPoker.com:

– From a UK IP address, navigation continues to redirect users to CoinCasino.pro, despite the platform’s stated restrictions regarding UK players.

– From a Polish IP address, the same navigation paths redirect to CoinCasino.vip, while the "Casino UK" section is blocked.

Both screen recordings clearly show the IP country and the full navigation path in a single, continuous capture.

Additionally, different modification dates are visible in the same interface sections (01.12.2025 for the UK path and 10.12.2025 for the Polish path), indicating staggered infrastructure changes depending on user location.

The recordings and screenshots have been shared via Google Drive and are available for review (sent via email).

I am providing this update for factual completeness and transparency and remain available should any clarification be required.

I would like to provide an additional factual update discovered during ongoing documentation of this case.

It appears that CoinPoker.com currently redirects users outside the UK to a different domain: CoinCasino.vip, while UK users continue to be redirected to CoinCasino.pro.

CoinCasino.vip does not appear as a separate casino entry in Casino Guru’s database. However, the CoinCasino.vip website displays references suggesting support or association with Casino Guru.

I am providing this information purely for completeness and transparency, as it may be relevant in understanding the current structure and redirection logic used by the operator.

No conclusions are being drawn at this stage, and this update is shared only as an objective observation.

Hello TomaszKap,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina 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 Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear TomaszKap,

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, Michal (michal.k@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,

Katarina

Hello TomaszKap,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will reach out to the casino to gain further insight into this issue and to explore how I might be able to assist.

I would like to invite Coincasino.pro to join the conversation.

Dear Coincasino.pro,

I understand that the United Kingdom is now listed as a restricted country in your terms and conditions. However, I would appreciate clarification as to why players from restricted jurisdictions were still able to access your website and, more importantly, complete registration, make deposits, and play without any apparent limitations, only for this restriction to be enforced at a later stage.

Additionally, as noted by your email confirmation, the player successfully passed your KYC verification, during which the player provided documentation clearly verifying their residence in the United Kingdom. In this context, your actions seem to be far from fair.

At Casino Guru, we believe that when players are able to register, deposit, and play freely without bypassing any safeguards, and subsequently win funds legitimately, they should be entitled to receive those winnings. As outlined in our Fair Gambling Codex, it is not acceptable to knowingly allow players from restricted countries to create accounts, deposit real money and place wagers, only to later confiscate their winnings on that basis. Such practice contradicts the principles of fair play, as it allows players to risk their funds without a genuine opportunity to receive a payout.

If there are any additional factors relevant to this case that maybe cannot be disclosed publicly, please feel free to share them directly with me at michal.k@casino.guru

Hello Michal,

thank you for taking over this case and for initiating contact with the casino.

I would like to clearly state that my primary objective remains an amicable and professional resolution through this mediation.

I am still fully open to a fair settlement and believe this matter can be resolved without further escalation.

At the same time, I would like to note that my position is based on a broader factual context than what has been outlined publicly so far.

I have conducted extensive verification regarding the registration flow, KYC approval, jurisdiction handling, technical access from the UK, and the operational relationships involved.

For now, I have intentionally limited public disclosures in order to give the casino full space to engage constructively in good faith.

I believe it is in everyone’s interest that CoinCasino.pro reviews the case holistically and responds transparently within this mediation, rather than allowing the situation to escalate unnecessarily.

I remain ready to cooperate fully and clarify any aspect if required. I sincerely hope the casino will take this opportunity to resolve the matter professionally.

Kind regards,

Tomasz

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.

Dear TomaszKap,

I have tried multiple times to contact the casino, but I have not received any response. As was mentioned above, strictly technically speaking, the United Kingdom is indeed categorised as a restricted country in the casino's terms and conditions, and you agreed to these regulations when you registered your account. However, at Casino Guru, we hold the belief that when players can register, deposit, and play freely without circumventing any restrictions, and win their funds legitimately, they should be entitled to receive those winnings.

As we strive to promote a safe gambling environment for both players and casinos, it is essential that every casino implements features to prevent players from restricted countries from registering and depositing money. Top casinos already have such features in place, which helps minimise situations like this.

Regrettably, the casino team seems not to be willing to reconsider its decision. Therefore, we had to close this complaint as Unresolved—Against Fair Gambling.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints might encourage them to change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

I recommend always checking the casino's terms and conditions to ensure your country is not one of the restricted ones.

In the meantime, if you want to take your complaint further, you can submit a complaint to the Curaçao Gaming Authority (CGA) via email to complaints@cga.cw. You might find our article How to submit a complaint to a regulator | Casino Guru useful. Although CGA currently do not handle individual disputes between players and gaming operators, they could review the situation regarding potential violations of law. Please let me know how they responded at michal.k@casino.guru if you decide to try this option.

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

Best regards,

Michal

Casino Guru