Coins.Game Casino - El jugador busca un reembolso después de la creación de una cuenta luego de la autoexclusión.

Hello,

I have self-excluded myself from this casino. However, I was able to easily create a new account and make a deposit. Therefore, I would like to get my money back. This casino should ensure that a player cannot simply create a new account if they have self-excluded on another account.

Hallo,

ich habe mich bei diesem Casino selbst ausgesperrt. Jedoch konnte ich mir einfach so einen neuen Account machen und darauf einzahlen. Deshalb möchte ich gerne mein Geld zurück haben. Dieses Casino muss überprüfen das ein Spielen nicht einfach so einen neuen Account erstellen kann, wenn man sich auf einem anderen selbst ausgeschlossen hat.

Dear markster332,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

1. Was your first account fully and successfully verified by the casino before it was closed?
2. How did you create both of your accounts—did you register using an email address, or did you opt for the quick registration option via a social network?
3. What personal information did you provide when creating your second account? Did you enter any additional data into your casino profile upon opening it?
4. Lastly, has your second account undergone successful verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello Veronika,

1. Yes, I actually had 4 accounts in total, 3 of which were verified by submitting my same ID card. I also excluded myself from all accounts.

2. I created all accounts with my Google accounts.

3. I have provided my personal information.

4. The last account was not verified. But my accounts before that were.

Best regards

Hallo Veronika,

1. Ja wurde es, ich habe sogar insgesamt 4 Accounts gehabt, 3 wurden verifiziert, indem ich meinen gleichen Personalausweis eingereicht habe. Ich habe mich bei allen Accounts auch selbst ausgeschlossen.

2. Ich habe alle Accounts mit meinen Google Konten erstellt.

3. Ich meine persönlichen Daten angegeben.

4. Das letzte Konto wurde nicht verifiziert. Meine Konten davor aber schon.

Viele Grüße

Hello,

I tried to get the list of my deposits from my old, blocked account. However, the only answer I got was that I can access it in my account after my blocking and that support is unable to send it to me.

I also looked at the terms and conditions, and it says that you cannot create another account if you have been excluded. But I managed to do this, I even verified myself with the same ID. So I'm asking you to refund my deposits on the site. Thank you very much.

Hallo,

Ich habe versucht von meinen alten, gesperrten Kontos die Liste meiner Einzahlungen zu besorgen. Allerdings wurde mir nur geantwortet das ich diese nach meiner Sperre in meinem Account abrufen kann und es dem Support nicht möglich isz mir diese zu senden.

Zudem habe ich mir die Geschäftsbedingungen angesehen, da steht das man keinen anderen Account erstellen kann wenn man sich ausschließen hat lassen. Dies ist mir aber gelungen, ich habe mich sogar mit dem selben Ausweis verifiziert. Deshalb bitte ich sie mir meine Einzahlungen zu erstatten bei der Seite. Vielen Dank.

Could you please forward me the account closure request from the first account you created at this casino? My email address is veronika.l@casino.guru. Have you specified the reason why you wish to self-exclude? Kindly forward me the replies from the casino customer support as well. Thank you for your cooperation.

Hello Veronika,

I answered you by email.

Have a nice day/evening!

Hallo Veronika,

Ich habe dir per Mail geantwortet.

Schönen Tag/Abend dir!

Thank you for providing the screenshots. However, I noticed that in the emails you shared, there’s no mention of self-exclusion due to gambling addiction. Please understand that we’re able to assist with refund requests only in cases where players explicitly state that they wish to close their account because of gambling addiction.

From the communication you sent, it appears that the casino simply closed your account, rather than initiating a self-exclusion due to gambling concerns. Do you have any emails where you specifically mentioned gambling addiction as the reason for your account closure request? If so, please forward them to me, and we’ll continue to support you in this matter.

Thank you for your understanding.

Hello,

So I would say that self-excluding is already an indication that you have problems with gambling.

I wrote to the support chat at the time but I don't have any screenshots because my accounts are self-excluded, as described.

And the fact that I was able to verify my account even though I had another account that I had closed due to this problem is also more than puzzling.

Hallo,

Also ich würde behaupten das sich selbst auszuschließen alleine schon ein Hinweis darauf ist das man Probleme mit Glücksspiel hat.

Ich habe dem Support Chat damals geschrieben aber ich habe keine Screenshots weil meine Accounts wie geschildert selbst ausgeschlossen sind.

Und alleine die Tatsache das ich meinen Account verifizieren konnte obwohl ich einen anderen Account hatte den ich aufgrund dieses Problems geschlossen hatte, ist auch mehr als rätselhaft.

I understand your point, and there is certainly logic behind it. However, please also understand that without a clear mention of gambling addiction, we cannot formally request the casino to refund your deposits.

Additionally, could you clarify what type of verification you completed? Did you submit your identity documents multiple times across different accounts, and were they accepted each time? If you have any evidence of this—such as emails or confirmations—please forward them to me along with copies of the documents you provided to the casino. This information will help us proceed with the investigation. Thank you for your cooperation.

Hello,

Unfortunately, there is no confirmation of the verifications. However, verification was necessary in order to withdraw funds. I had to scan my ID card and take a selfie. I did this with the same document on several accounts. At that point, the casino should have excluded me according to their own terms and conditions. As I said, I informed the casino in the chat that I wanted to stop because of gambling problems, but they only told me to contact them by email with my ID. It took days before I got a response and that meant I could continue to deposit.

Except it's more than just 99 euros, because I don't receive the lists of my deposits, I can't say exactly how much it's about.

I hope that a solution will be found quickly and that at least part of my deposits can be refunded.

Best regards

Hallo,

Leider gibt es keine Bestätigungen von den Verifizerungen. Allerdings war die Verifizierung notwendig um Guthaben auszuzahlen. Dabei musste ich meinen Personalausweis einscannen und ein Selfie schießen. Dies habe ich mit dem gleichen Dokument gemacht auf mehreren Accounts. Spätestens da hätte mich das Casino ja laut ihren eigenen Geschäftsbedingungen ausschließen müssen. Wie schon gesagt habe ich das Casino im Chat darauf aufmerksam gemacht das ich aufgrund von Glücksspielproblemen aufhören möchte, hier wurde aber immer nur gesagt das ich mich per Mail melden sollte mit meinem Ausweis. Es hat auch Tage gedauert bis ich eine Antwort bekam und dadurch konnte ich weiter einzahlen.

Außer geht es auch mehr als um nur 99 Euro, dadurch das ich nicht die Listen meiner Einzahlungen erhalte, kann ich auch nicht genau sagen um wie viel es geht.

Ich hoffe das sich schnell eine Lösung finden wird und mir wenigstens ein Teil meiner Einzahlungen erstattet werden könnte.

Viele Grüße

Could you please forward me the entire emails between you and customer support from all the accounts you created in this casino, please? My email address is veronika.l@casino.guru.

Hello Veronika,

I have forwarded you the history of my first account. I always wrote to the other accounts via the support chat and then excluded them myself after a while.

Let me know if you need anything else.

Best regards

Hallo Veronika,

ich habe dir die Verläufe meines ersten Accounts weitergeleitet. Mit den anderen Accounts habe ich immer über den Support Chat geschrieben gehabt, und diese dann auch nach einer Weile selbst ausgeschlossen.

Gib mir Bescheid, falls du noch etwas benötigst.

Viele Grüße

Thank you for your emails. I have carefully reviewed the conversations you sent, and again I see that when you requested to close your account, you did not specify gambling addiction as the reason.

Unfortunately, we will not be able to assist you with a refund of your lost deposits. Even if the same documents were accepted for verification in several different accounts as per your statements, we cannot pursue a refund of deposits made. Such a situation would be considered a breach of the casino's Terms and Conditions related to creating multiple accounts, rather than a violation involving self-exclusion due to a declared gambling addiction.

When applying for the self-exclusion, always state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing materials for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is that I am addicted to gambling.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards

Veronika