Self-Exclusion Failures: about €1,000 at CoinCasino

StatusOngoing

Amountabout €1,000

PlayerNetherlands

Opened2026-10-06

Resolution timeopen

What Happened

A player from the Netherlands says she asked CoinCasino to self-exclude about a year ago because of gambling problems, then this October received emails saying her account had been reopened, and went on to lose roughly 1,000 euros. According to the player, when she told live chat that reopening was a serious mistake and that she would go to Casino.guru, her access was cut off at once. She wants the money back.

How It Developed

2026-10-06Complaint opened.
2026-10-08The mediator asked for the original closure email from 2 October 2025 as a file, any casino confirmation and its duration, when and why the account was reopened, the chat transcript, and the deposits made since.
2026-10-12The player replied; the post is still awaiting moderation.
2026-10-19The timer was extended a week while the assigned mediator is on leave.

Ongoing

The player's documents are awaiting moderation and the mediator is away; CoinCasino has not been contacted yet.

What Has (and Hasn't) Helped

Too early to tell. The mediator's checklist is the useful part: the dated exclusion email, the casino's confirmation, the reopening notice and a deposit list from that date on. Send those as original email files, not screenshots.

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