What Happened
A player from Germany told Coins.Game's live chat on 10 December 2025 that they were addicted and wanted the account closed for good. They say support only pointed them to the self-exclusion tool, which locked the account for 24 hours and then let them deposit again, repeatedly, until it was finally closed about a month later. The player asked for the deposits made after that first message back. The mediator found the 24-hour loop inadequate for a declared addict and backed refunding deposits from 48 hours after the request. Coins.Game declined.
How It Developed
- 2025-12-24Complaint opened; the mediator gave the player a template for a formal self-exclusion email.
- 2026-01-16The account had by then been closed. A resolver took over and asked Coins.Game to explain; the casino replied by email several times rather than in the thread.
- 2026-01-26The mediator said repeated 24-hour exclusion cycles do not serve a responsible-gambling purpose for a player who stated an addiction in chat.
- 2026-02-05After more exchanges, the mediator ruled that deposits made from 48 hours after the 10 December request should be refunded.
- 2026-02-16The player sent a full deposit history and the disputed sum was recalculated to about 1,542 EUR.
- 2026-02-18Coins.Game gave a final position by email that the mediator could not move, and the case was closed as unresolved.
Unresolved
The mediator ruled that deposits from 48 hours after the self-exclusion request should be refunded, but Coins.Game would not pay the roughly 1,542 EUR.
What Has (and Hasn't) Helped
The mediator sided with the player on principle, but that did not bring money back. If you tell a casino you are addicted, send it by email with a clear subject line and the words permanent self-exclusion, and keep the copy; chat messages and an in-app timer were argued over here. The mediator also recommended installing a blocking app.