What Happened
A US player, who says they only used CoinCasino while visiting British Columbia, asked to withdraw about C$600 in Bitcoin and was asked for ID, then address proof. They say they uploaded the wrong file once, emailed the correct bank statement, and found the account closed before they could upload it. They wanted their remaining balance, around C$1,700, sent to their wallet without the account being reopened. The casino later paid $1,049 USD in Bitcoin, but the player says a winning NFL bet they had been promised was not included.
How It Developed
- 2025-10-29Complaint opened. The mediator asked whether the closure was about a restricted location and whether a payment had been sent.
- 2025-11-05A resolver asked CoinCasino whether the money owed was winnings or deposits and from where the account had been used.
- 2025-11-11The casino said the Bitcoin had been sent; the player confirmed $1,049 USD but asked for a balance breakdown including the NFL win.
- 2025-11-26The casino went quiet, and the case was closed as unresolved.
- 2025-12-09Reopened at the casino's request: it told the mediator everything, NFL win included, had been paid. The player repeated that they could not verify this without a statement.
- 2025-12-15The casino stopped responding again, and the complaint was closed as unresolved a second time.
Unresolved
The casino paid $1,049 USD in Bitcoin but twice stopped answering before showing whether a winning NFL bet was included.
What Has (and Hasn't) Helped
The complaint did get the main payout moving: the casino sent $1,049 USD in Bitcoin within a week of the resolver's first message. What it never produced was an account statement, so the dispute over the NFL bet could not be checked. If your account is closed, ask in writing for a full balance and bet history at the same time as the payout.