What Happened
A player from the United Kingdom says they deposited about 1,400 at CoinCasino, lost it, then turned 100 free spins into around $2,000. They say the casino removed about $1,500 as bonus money, they rebuilt the rest to a similar level, and another $1,500 was removed, this time with support saying they had broken the terms. By the player's count the deductions do not add up, and about $1,300 is unaccounted for.
How It Developed
- 2026-09-29Complaint opened over two balance deductions the player says were explained differently each time.
- 2026-10-01The mediator asked for a record of the two deductions, whether the bonus terms were said to apply after wagering, and the chat logs; the player answered privately.
- 2026-10-08The mediator asked again for the actual exchanges with the casino; 7 more days were added on 15 October.
- 2026-10-22The complaint was closed because the player stopped responding. It can be reopened.
Abandoned
The player stopped responding before sending the chat logs, so the double deduction was never put to CoinCasino. It can be reopened.
What Helped
Nothing got tested, because the chat logs never reached the mediator and the casino was not asked. If a casino deducts winnings twice, screenshot the balance history showing each deduction and save the live-chat transcript; those two things are what moves this kind of case.