What Happened
A player from Germany says CoinCasino closed their account with about €4,000 in it after they sent ID, a selfie and proof of address. They say they asked three times which rule they had broken and only got pointed at the terms in general. The money came from slots with no bonus. CoinCasino told the mediator the terms were breached and sent evidence by email.
How It Developed
- 2026-08-17Complaint opened. An early problem with a mistyped registration email had already been sorted with the casino.
- 2026-08-24The player posted their correspondence with the casino, which gave no specific reason.
- 2026-09-15A resolver asked CoinCasino for the exact grounds for closing the account and keeping the balance.
- 2026-09-23CoinCasino replied that the terms had been breached and that its evidence had gone to Casino.guru.
- 2026-09-29After a private explanation from the resolver, the player thanked them but said their deposits had not been refunded. The resolver asked the casino whether deposits would be returned and, if not, under which clause.
- 2026-10-11The resolver said the casino's email said something different from its posts in the thread and pressed again. Latest: waiting for CoinCasino's answer, after another extension.
Ongoing
The dispute has narrowed to the deposits; the mediator is pressing CoinCasino to refund them or name the clause that lets it keep them.
What Has (and Hasn't) Helped
Partly. The complaint got the casino to send evidence, which the resolver explained to the player privately; after that the player's focus moved to the deposits. The live question is narrower: whether CoinCasino must at least refund them, and the mediator is pushing for the clause that would allow it to keep them.