What Happened
A player from Australia says they emailed CoinCasino asking for their account to be blocked and never reopened, and that five days later it was still open and taking deposits. They say they lost ETH in that time, and that when they sent live chat a screenshot of the request, the chat was cut off and the account was closed. They asked for those losses back.
How It Developed
- 2026-05-28Complaint opened. The mediator quoted the casino's self-exclusion rules and asked which email address was used and whether KYC had been done.
- 2026-06-01The player said the same registered email was used for the request and that no KYC had ever been required.
- 2026-06-10The player forwarded the emails and confirmed the account had since been closed.
- 2026-06-16The mediator closed the case: the request had not mentioned a gambling problem, so the casino was not on notice and no refund could be asked for.
Rejected
The closure email did not say the reason was gambling harm, so the mediator would not pursue a refund. The account has since been closed.
What Has (and Hasn't) Helped
Nothing got the losses back. The deciding detail was the email's wording: a block request without the words gambling problem does not trigger a casino's protection duties in the mediator's view. Name the reason and the period when you ask to be excluded.