What Happened
A player from Germany says they bet €300 across rounds of the live game Monopoly Big Baller at CoinCasino chasing the 5 Rolls bonus, then placed a €7.50 bet that the game accepted with seconds to spare; the bet was cancelled once the round began, and the bonus round hit, paying 89x. They say the game provider pointed to the casino, while CoinCasino later claimed the balance had been too low. The player asked for the winnings.
How It Developed
- Complaint opened; the mediator asked whether real money was used and for the casino correspondence and any proof of the win.
- The player said they no longer had the provider's ticket, and quoted a reply saying the case had been closed on the provider's side and handed to the casino.
- The mediator said it could not challenge the casino's low-balance explanation without evidence and suggested requesting the game history from support.
- The player said support had ignored that request for six days and that the activity view showed nothing; they then said they were giving up.
- The mediator closed the case at the player's request, leaving it open to return with evidence.
Abandoned
The player gave up after failing to obtain game history; no finding on the cancelled bet.
What Helped
Nothing, for lack of records. Save the round ID and a screenshot the moment a live game bet is cancelled; the provider's ticket is the key document, and it was gone by the time mediation started.