What Happened
A player from Latvia says CoinCasino closed their account and voided more than $9,500 won on slots, on a day they had deposited $1,000 and then $600. When they tried to withdraw, the casino turned down their ID and a bank statement as proof of address and asked for a utility bill. The player says they have none because they rent with a partner. An email then cited the fraud section of the terms.
How It Developed
- Complaint opened. The player denied breaking any rule and said the casino wanted to keep the win.
- The player said they never meant to cheat and would accept what they called the casino's public offer to refund the deposit, about $1,680.
- CoinCasino replied that the refund offer was off the table and called the player a fraudster trying to pressure it.
- The player denied fraud and blackmail, said the casino had never actually offered them a refund, and asked for an answer backed by evidence.
- The mediator closed the case as unresolved because the casino gave no solid evidence for its accusations despite repeated requests. It pointed the player to a regulator or ADR service and lowered the casino's rating.
Unresolved
CoinCasino gave no solid evidence for its fraud claim. Nothing shows the winnings or the deposit were returned.
What Has (and Hasn't) Helped
Nothing worked: the casino accused the player of fraud but gave the mediator no proof. If your proof of address is refused because you rent, ask the casino to list every other document it accepts before you upload again.