Coincasino.com - El jugador pudo crear una segunda cuenta a pesar de la autoexclusión.

Hello Casino Guru Team,

I am submitting a formal complaint against CoinCasino regarding serious failures in responsible gambling protections and KYC procedures.

My first CoinCasino account was closed at my own request, after I explicitly informed the operator that I was suffering from serious gambling addiction problems. CoinCasino was therefore fully aware of my vulnerable status and gambling behaviour.

Before the account closure, my activity showed multiple rapid and repeated deposits, which are widely recognised indicators of loss of control and problematic gambling. Despite this, CoinCasino failed to apply any responsible gambling measures, such as limits, interventions, enhanced verification, or meaningful support.

After the account was closed, I contacted CoinCasino to explain that my behaviour should have triggered responsible gambling safeguards. No explanation or corrective action was provided.

More seriously, despite this history, I was later able to open another account using the same personal details and the same deposit and withdrawal methods, without any effective KYC or enhanced verification being applied.

This demonstrates a clear failure to protect a self-identified vulnerable player and a lack of effective KYC and responsible gambling controls.

Finally, it has now been more than one month since I raised these issues directly with CoinCasino, and I have received absolutely no response.

I respectfully request Casino Guru’s assistance in reviewing this case. I am available to provide full documentation and evidence upon request.

I have also provided the history of deposits and withdrawals for both the first and second accounts, which show that I used the same Binance accounts with for deposit and withdrawals and the identical name and surname details.

Kind regards,

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. To better understand your situation, please allow me to ask you a few questions.

• Could you please forward the self-exclusion request from your first account, along with the casino’s responses? You may send them to veronika.f@casino.guru.
• Was your original account fully verified?
• When exactly did you register at this casino for the first time, and when did you self-exclude?
• When did you create the second account?
• Have you uploaded any identity documents for the verification of your second account?
• Is your second account still active, or has it been closed by the casino in the meantime?

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

Hi Veronika,

I replied to you via email but I'll also reply to you directly here in chat:

1. Has your original account been fully verified?

I entered my first name, last name, address, and other requested personal information. The casino accepted this information as sufficient to register, deposit, and play on both accounts.

2. When did you first register and when did you exclude yourself?

Registration: December 5, 2025

Self-exclusion / closure: December 9, 2025 (after informing support of my serious gambling addiction)

3. When did you create the second account?

December 24, 2025 (15 days after the close of the first).

Same first name, last name, address, and Binance wallet. Similar but different email address.

4. Have you uploaded documents for the second account?

No, no documents were requested or uploaded. I entered the same personal information and used the same Binance wallets. They clearly knew it was me (the same person who had been self-excluded 15 days earlier), yet they let me deposit and lose money without any intervention.

5. Is the second account still active?

I closed it manually on December 26, 2025, after several deposits and withdrawals. I informed them again that I was closing it due to gambling addiction, but they didn't respond, only closed the account. They clearly already knew it was me. The casino never blocked anything, nor did they contact me about any violations.

They let me play knowing that it was my own name and surname and address, same wallet for deposit and withdrawal!!

Subsequent contacts with CoinCasino

I've contacted support several times (chat/email) complaining that they'd let me play knowing I was a self-excluded, serious gambling addict, using the same data and wallet. I insisted on the damage done. No response, total silence for over a month. To me, this silence is clear evidence of their guilt.

Leak detail

Net losses on the second account (December 24-26, 2025): approximately €3,763.00.

I risked losing my family with gambling, and Coincasino actively contributed to this!!! Since December 26th, I've been getting help from specialists and haven't gambled a cent. I no longer have urges to gamble, and I never intend to start again.

I'm asking for your help in getting at least a refund of the net losses on my second account, caused by their gross lack of responsible gambling, so I can repay some of my gambling debts!

I have attached the promo account and second account transactions where you can clearly see that deposits and withdrawals are coming from the same account and where the net losses are visible.

Thank you so much for your support.

Best regards,

Emanuele

Ciao Veronika,

ti ho risposto via mail ma ti rispondo anche qui direttamente in chat:

1. Il tuo account originale è stato completamente verificato?

Ho inserito nome, cognome, indirizzo e altri dati personali richiesti. Il casinò ha accettato questi dati come sufficienti per registrarmi, depositare e giocare su entrambi gli account.

2. Quando ti sei registrato la prima volta e quando ti sei autoescluso?

Registrazione: 5 dicembre 2025

Autoesclusione / chiusura: 9 dicembre 2025 (dopo aver comunicato al supporto la mia grave ludopatia)

3. Quando hai creato il secondo account?

24 dicembre 2025 (15 giorni dopo la chiusura del primo).

Stessi nome, cognome, indirizzo e stessi wallet Binance. Email simile ma diversa.

4. Hai caricato documenti per il secondo account?

No, nessun documento richiesto né caricato. Ho inserito gli stessi dati personali e usato gli stessi wallet Binance. Sapevano chiaramente che ero io (stessa persona autoesclusa 15 giorni prima), eppure mi hanno lasciato depositare e perdere soldi senza alcun intervento.

5. Il secondo account è ancora attivo?

L’ho chiuso io manualmente il 26 dicembre 2025 dopo vari depositi e prelievi e ho comunicato nuovamente che lo chiudevo per ludopatia ma loro non mi hanno risposto nulla solo chiuso il conto, chiaramente loro sapevano già che ero io. Il casinò non ha mai bloccato nulla, né mi ha contattato per violazioni.

mi hanno lasciato giocare sapendo che ero io stesso nome e cognome e indirizzo stessi wallet di deposito e prelievo!!

Contatti successivi con CoinCasino

Ho scritto più volte al supporto (chat/email) denunciando che mi avevano lasciato giocare sapendo che ero un ludopatico grave autoescluso, con stessi dati e wallet. Ho insistito sul danno causato. Zero risposte, silenzio totale da oltre un mese. Questo silenzio è per me prova evidente della loro colpa.

Dettaglio perdite

Perdite nette sul secondo account (24-26 dicembre 2025): circa 3.763,00 €.

ho rischiato di perdere la mia famiglia con il gioco d’azzardo e coincasino ha contribuito attivamente a questo!!! Dal 26 dicembre mi sto facendo aiutare da specialisti e non ho più giocato un euro, non ho più pulsioni al gioco e non intendo riprendere mai.

Chiedo il vostro aiuto per ottenere almeno il rimborso delle perdite nette del secondo account, causate dalla loro grave mancanza di responsible gambling così che posso ripagare qualche debito dovuto al gioco!

Vi ho allegato transazioni promo account e secondo account dove si può vedere chiaramente che depositi e prelievi provengono dallo stesso account e dove si vedono le perdite nette.

Grazie mille per il vostro supporto.

Cordiali saluti,

Emanuele

Thank you for your emails.

Please forward the original, uncropped email conversations between you and the casino’s customer support team, rather than screenshots. We need to establish a clear and complete timeline of all events related to the self-exclusion of your accounts.

Thank you in advance for your cooperation.

Dear Veronika,

I have forwarded the complete email correspondence related to both my first and second accounts to your email address.

For the first account, you will find the full exchange between myself and the casino’s customer support team.

Regarding the second account, there are only my emails, as CoinCasino never responded to my messages. They simply closed my account without providing any reply, which clearly shows they read my email but chose not to respond.

Please let me know if you need any further clarification or additional documentation.

Hello RikyEdo2023,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Team,

Thank you for your update and for informing me about the situation.

I understand Veronika’s absence and I appreciate that you are continuing to work on my case and staying in contact with the casino. I know these matters can take time, and I truly value the effort you are putting into this.

I look forward to your next update in the coming days.

Kind regards,

RikyEdo2023

Thank you for your emails. Am I correct in understanding that you entered your first name, last name, address, and other requested personal information in both of your accounts, but you never provided any identity documents to the casino for a proper KYC verification?

Has the casino ever requested any identity documents to verify your account?

Dear Veronika,

I confirm that I never submitted any identity documents for KYC verification, and the casino never requested any documents from me for either account.

However, the casino had my full name, surname, and address, and I used the exact same payment accounts for deposits and withdrawals on both accounts.

They knew exactly who I was, and they were aware of my gambling issues.

Dear RikyEdo2023

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear Veronica,

thank you very much for all the help and time you have dedicated to my case so far. I truly appreciate your support and the attention you have given to it.

I will wait for further updates from Matej.

Kind regards,

Emanuele 

Hello RikyEdo2023, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details, I will reach out to you directly.

I’d like to invite a representative of Coincasino.com to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear Casino Guru Team,

Thank you for bringing this matter to our attention.

After reviewing the case internally, we would like to clarify the following points.

First, the player’s original account was closed at their request. CoinCasino takes responsible gambling seriously, and when a player requests account closure related to gambling concerns, the account is immediately disabled in accordance with our procedures.

Subsequently, the player created a new account using the same personal details and payment methods. As outlined in our Terms & Conditions, multiple accounts are strictly prohibited, and any additional accounts created after closure constitute a violation of these terms.

Our systems later identified that the second account was linked to the previously closed account. Once this connection was confirmed, the additional account was closed in accordance with our multi-account policy.

It is important to clarify that the player actively created a new account after requesting closure, which represents a circumvention of our safeguards rather than a failure of responsible gambling controls.

CoinCasino continuously works to improve detection mechanisms; however, in this case the player was able to register a new account before the internal linkage was identified. Once detected, the appropriate action was taken.

For these reasons, the account closure and handling of the case are consistent with our Terms & Conditions regarding multiple accounts and responsible gambling protections.

We remain available to cooperate with Casino Guru should any additional information or documentation be required.

Kind regards,

CoinCasino Team

Dear Casino Guru Team,

Thank you for sharing CoinCasino’s response and for your continued assistance with this case.

However, I would like to clarify several important points that I believe have been inaccurately represented.

First of all, CoinCasino states that their system detected the connection between my accounts and that the second account was closed once this link was identified. This is not correct.

The second account was not closed because CoinCasino detected it.

It was closed only after I personally contacted them by email, informing them that I had been able to open another account despite previously requesting the closure of my first account due to gambling addiction.

As already shared with Veronika, I personally contacted CoinCasino by email to inform them that I had opened a second account and asked them to close it immediately.

In that email, I clearly:

informed them that I had opened a second account,

requested the closure of that account,

and pointed out that their system had failed to protect a player who had already declared gambling problems.

CoinCasino did not respond to my email, and the account was closed only afterwards, following my request.

This means that the closure of the second account did not result from their internal detection systems, but from my own report.

I would also like to highlight another important point in their response. CoinCasino states that the second account was created using the same personal data and payment methods, and that they were able to identify the connection between the accounts. This clearly indicates that they had the ability to recognize that the same player who had previously requested account closure due to gambling addiction had opened a new account, yet the account was still allowed to operate, allowing deposits, gambling activity and withdrawals to take place before any action was taken

If this is the case, this raises an important question: why was the account allowed to be created and used in the first place, especially considering that the original account had already been closed due to gambling addiction?

If the operator was able to identify the same personal information and payment methods, the system should have blocked the registration immediately, rather than allowing deposits and gambling activity to occur.

In my situation:

I had already requested the closure of my account due to gambling addiction.

I was able to create a new account using the same personal details and payment methods.

I was able to deposit, gamble and even withdraw funds before any action was taken.

Furthermore, I was also able to make withdrawals from the second account. As far as I understand, the first withdrawals on the platform require manual approval by a human operator. This means that the account activity was reviewed by staff, yet no action was taken to identify that I was the same player who had previously requested account closure due to gambling addiction.

Responsible gambling systems should prevent exactly this scenario.

It is also important to highlight another aspect. A vulnerable player who has already declared gambling problems may attempt to open multiple accounts during a moment of loss of control. This is precisely why responsible gambling protections exist.

A problematic player might try to open one, ten, or even many accounts during a gambling rush, and the operator’s responsibility is to prevent this immediately, especially when the same personal details and payment methods are used.

Protective systems should stop the player at the registration stage, not only after deposits and gambling activity have already taken place. Moreover, once CoinCasino became aware that I was the same player who had previously requested account closure due to gambling addiction, they should have immediately intervened and prevented any further gambling activity, rather than allowing me to continue playing and losing until I personally requested the closure of the second account.

The second account should NEVER have been allowed after I had already requested account closure due to gambling addiction.

Thank you again for taking the time to review this matter and for your support.

Kind regards,

Emanuele

Dear RikyEdo2023, first I would like to address one of your concerns, to ensure there are no misunderstandings going forward.

The second account should NEVER have been allowed after I had already requested account closure due to gambling addiction.

This is untrue, as Coincasino.com is a semi-anonymous crypto casino. As such, standard player protection rules are impossible to implement, and they are unable to keep you out. Literally all it takes to create new account is another e-mail and/or new phone number. Both can be faked or established for free online within couple of minutes. After registering, you are not even required to fill out profile information, and there are some anonymous crypto wallets that you can use for deposits and withdrawals.

To be clear - casino has no real way to block you from re-registering, and therefore I would highly recommend to start using free app BetBlocker (https://betblocker.org/it/) to stay safe. I hope I was able to clear up any misconceptions, and also I would like to make you aware that if you keep re-registering at this (or similar casinos), while aware of what I have just explained we will not be able to help you much longer. This is a two way street making it easy for either side to exploit the other, and there is no right and only way how to settle it. Consider yourself warned, and stay away from crypto casinos as much as possible, please.

With that being said, dear Coincasino.com, both yourself and the player have confirmed the secondary account has been registered and filled out with the same credentials, even the same payment method. From my experience, every crypto casino has an option to blacklist the player credentials, so once re-entered, they flag up for a review by the staff. Some even suspend the account automatically, until the check is done. Since none of this seems to happen in this case, we will consider this a failure in player protection.

Since the player has not tried to obscure his identity, and no steps were taken to remedy the situation until the player complaint, we believe the best action that can be taken is to ensure the secondary account has been closed, and marketing communication disabled.

Then, I would like to ask whether the profile information has been entered before or after depositing money into the account. Anything deposited after the profile information have been filled, I would like to ask the management to consider refunding (minus any withdrawals made at that time). Please let me know of your decision, or whether you have alternative proposal for the complaint resolution in mind. If you need to share sensitive information with me, feel free to e-mail me directly at matej.l@casino.guru. Thank you.

Dear Matej,

Thank you for your careful review and for your balanced assessment of the case.

I would like to confirm an important point very clearly: I did not try to hide my identity in any way when the second account was created and used. The account was registered using the same personal details and the same payment method, which means CoinCasino had enough information to identify the connection and take action.

The personal information was entered immediately during the initial account verification process, which was required before I could deposit and withdraw funds.

However, no preventive action appears to have been taken until I personally reported the issue myself. The second account was not proactively stopped by the casino before my report. This is precisely why I believe the responsible gambling protections were ineffective in practice.

I also confirm that my concern has always been the same: after I had already requested the closure of my first account due to gambling addiction, I should not have been able to continue gambling through another account that was evidently linked to me.

For this reason, I respectfully support your request that CoinCasino assess a refund for all deposits made after my profile information had been entered and my identity was therefore clearly detectable, net of any withdrawals made during that period.

I also truly appreciate your advice regarding cryptocurrency casinos. I will take your advice seriously and will stay away from gambling in general, and especially from crypto casinos.

Thank you again for your assistance and for continuing to pursue this complaint.

Best regards,

RikyEdo2023

As feared, as soon as they realize they are in the wrong, they stop responding.

I await further developments and ask CasinoGuru to let me know how we can proceed, now that the casino is no longer responding at all.

Thanks for your help

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi there,

The player intentionally bypassed safeguards by creating a second account after self-exclusion, which is a clear breach of our T&Cs. No full KYC was completed, so identity matching was not conclusive, and in a semi-anonymous crypto environment detection is not always immediate but occurs through internal review processes. Once the link was identified, the account was closed in line with policy.

Best regards,

Coincasino Team

Your response is simply not credible.

The second account was not detected by your system — it was closed only after I personally reported it.

You claim a "semi-anonymous environment" and incomplete KYC, yet you also admit that the same personal data and payment methods were used. This means you were able to identify me, but chose not to act, allowing me to continue gambling despite a prior self-exclusion request due to addiction.

This is not a failure of detection — this is a failure of responsibility.

I fully acknowledge my mistake, but your platform completely failed in its duty to protect a vulnerable player.

I will continue to pursue this case and strongly advise others to stay away from this casino.

Kind regards,

Emanuele

Dear Coincasino.com, from your description of the situation, this seems like a case of failed player protection. If the player has used the same credentials and payment method, the account should has been flagged for review immediately.

Since this is a semi-anonymous crypto casino, I understand we can't apply the regular player protection rules, and for this case it will be very important to find out when was the profile filled out. Could you please e-mail me (matej.l@casino.guru) details showing how was the profile of the original account, and the secondary account filled out, and whether it was done before or after depositing money? This way I can check and establish a timeline that will allow us to figure out the most fair resolution. Thank you.

Hi there,

The requested evidence has been sent to CasinoGuru for review.

Kind regards,

CoinCasino Team

I would like to thank the Coincasino.com for provided evidence. It showed exactly what I needed to see, in order to be able to reach a conclusion of this case.

Dear RikyEdo2023, after being able to compare both of your profile details, I have come to a conclusion that the secondary account has been created with purposefully amended credentials, to circumvent detection by the casino system. Since Casino Guru does not support providing false personal details to register subsequent accounts, and it also breaks the terms and conditions of the casino, I will not be able to mediate this case on your behalf any further.

Regarding the deposits, I will not ask the casino for a refund - neither a goodwill gesture - as you have broke the Term 5.3 and as such the casino has the right to void any deposits made into the secondary account.

Important note going forward: since Coincasino.com is a semi-anonymous casino where you can freely register with just an e-mail address, anonymous crypto wallet and not even fill out profile details, we will not be able to mediate further complaints against this kind of casinos on your behalf. As mentioned previously, we can't apply standard player procedures towards these casinos, and the best way to stay safe is to install free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

Both of your accounts have now been closed and marked as gambling addict, so going forward you should be safe, but this requires cooperation on your end as well. Since BetBlocker will block Coincasino.com as well, I believe it can really help you stay safe. I understand this may feel unfair, however I hope you understand that with semi-anonymous casinos the burden of staying safe has to be shared with the players themselves. While we can't make the casino to abandon the anonymous gameplay - which is their main marketing draw - same way we can't approve of players who knows this flaw, to keep re-registering, then trying to recuperate losses after couple of unsuccessful bets. It would set dangerous precedence for unscrupulous individuals to misuse this system for free betting.

Due to the aforementioned reasons, I will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that I was not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.