What Happened
A player says CoinCasino closed their account just before a weekly cashback of about 3,050 USDT was due on Monday 19 January. The cashback came from a week of heavy losses. Shortly before, the player had told support they gambled with their salary, and the casino then closed the account for the player's own safety. The player accepts the closure but says the cashback was earned before it.
How It Developed
- Complaint opened. The player asked for the cashback, saying it came from play finished before the closure and that no rule was broken.
- CoinCasino declined to take part. It said it takes responsible gambling seriously and would not work on a case tied to gambling addiction and money problems.
- The mediator said it was in touch with the casino and handling the case.
- The mediator closed the case as unresolved: despite repeated requests, the casino gave no fair reason or solid evidence for not paying. It pointed the player to a regulator or an outside dispute service (ADR) and lowered the casino's rating.
Unresolved
CoinCasino would not cooperate and gave no solid reason for withholding the cashback. Nothing shows it was paid.
What Has (and Hasn't) Helped
Nothing moved the casino, which refused to engage. If a casino closes your account to protect you, ask in writing what happens to rewards you already earned, and take its answer to its licensing regulator or an ADR service.