Coincasino.com - El retiro del jugador está bloqueado y la cuenta está cerrada.

I would like to file a complaint against CoinCasino for blocking my withdrawal and closing my account without providing clear verification requirements.

First, deposits worked perfectly, but when I tried to withdraw, the casino suddenly required KYC verification despite advertising that verification is "not required."

The Veriff system repeatedly failed, even though my device and internet connection were functioning normally.

After many failed attempts, I finally completed the ID verification.

Then the casino requested proof of address.

I submitted documents exactly in the formats they specified (bank statements, payment statements, etc.), but every submission was rejected.

When I asked for clear criteria—what exact elements must appear on the document—they refused to explain and continued sending the same generic template responses.

They never provided a checklist or any specific guidance.

I informed them that I would escalate the issue to AskGamblers and Casinoguru if they continued rejecting documents without explanation.

Shortly afterward, they closed my account before I could submit anything else, making withdrawal completely impossible.

In summary:

• The casino advertises "no KYC," but forces verification only at withdrawal.

• Veriff repeatedly failed for reasons unknown.

• Proof of address was rejected with no explanation.

• The casino refused to specify which requirements must be met.

• After I questioned their process, they closed my account and blocked my withdrawal.

I believe this is deliberate withdrawal blocking.

I request Casinoguru to investigate this casino and evaluate whether a warning or penalty is appropriate.

I was never allowed to make a single withdrawal.

Thank you for your assistance.

Since my actual country of residence cannot be selected, I temporarily chose Curaçao, but I currently live in Japan.

Important notice:

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Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. According to the Terms and Conditions of Coincasino:

9.3. We reserve the right to request photo ID, address confirmation or perform additional verification procedures (request your selfie, arrange a verification call etc.) for the purpose of identity verification prior to granting any withdrawals from your Account. We also reserve our rights to perform identity verification at any time during the lifetime of your relationship with us.

• Could you please specify which documents you provided as your proof of address? Do these documents contain all the personal information that matches the details in your casino account?
• Have you filled out your profile in Japanese or in English? Are the documents you submitted to the casino in English or Japanese?
• Have you received any emails after your account was blocked explaining the reason for this decision? Was your account blocked permanently, or only temporarily until your verification is completed?

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

1. Request for a clear list of required conditions (ignored)

To avoid repeated rejection, I explicitly requested CoinCasino to provide:

A precise list of requirements for address verification that would guarantee approval, And a confirmation that submitting documents matching that list would lead to approval and an uninterrupted withdrawal process.

They never provided the list, nor did they respond to the question about guaranteeing approval once the requirements were met.

2. Verification requirements changed repeatedly

CoinCasino initially stated that government-issued residence documents (e.g., a residence certificate) were not accepted.

However, in later messages they suddenly listed "Government-issued residential statement" as an acceptable option.

The requirements changed multiple times, making compliance effectively impossible.

3. Rejected documents without specifying the reason

I submitted a PDF utility bill, issued directly by the provider, including:

my name,

my full address,

an official logo,

and an issue date within 90 days.

Despite meeting every requirement they listed at that time, the verification was rejected.

When I asked exactly what part was invalid, their only answer was:

"This is invalid."

They refused to explain the specific reason, making correction impossible.

4. Account blocked during the process

While preparing another document for upload, CoinCasino suddenly closed my account, removing my ability to upload anything further and effectively preventing verification.

This occurred without any explanation and directly after I requested clarity about their requirements.

5. Summary

The verification requirements:

are unclear,

change frequently,

are enforced inconsistently,

and were never explained in a way that allowed compliance.

I repeatedly asked for clarity, but every request was ignored or answered with template messages.

Their actions prevented me from completing verification, and the sudden account closure occurred while the process was ongoing.

I hope this detailed timeline helps clarify why I believe CoinCasino had no intention of allowing the withdrawal process to proceed normally.

Thank you again for your assistance.

Best regards,

I would like to submit an additional report regarding this case.

I prepared a new address verification document (a statement showing my address) and contacted the casino’s chat support to ask how to upload it.

However, despite the fact that my account was unilaterally closed by the casino, their support replied that they could not accept the document because I was "not logged in to the account."

This response directly contradicts their previous instructions. During the prior verification attempt, even after my account had already been closed, I was explicitly instructed via live chat to upload my documents through chat support.

There is a clear lack of consistency between their previous and current explanations, which demonstrates an extremely unfaithful and unreliable handling of this matter.

As I strongly object to this treatment, I am submitting this additional report for your review.

Please forward me the most recent document you sent to the casino for verification, along with all the communication between you and the casino regarding the verification issues and the closure of your account at [email protected]. Thank you for your patience and cooperation.

I have already emailed my credit card statement with my address to CoinCasino as additional documentation.

We are currently waiting for a response from CoinCasino.

Therefore, I apologize for the inconvenience, but could you please give us a little time until we receive a response from the other party?

すでに、住所が記載されたクレジットカードの利用明細を追加資料として、CoinCasinoへメールで送付しております。

現在は、CoinCasinoからの返答を待っている状況です。

そのため、恐れ入りますが、先方からの回答があるまで、少しお時間をいただけますでしょうか。

The situation has progressed slightly.

After my complaint was accepted by Casino Guru, I informed CoinCasino that if my address verification continued to be rejected despite submitting the requested documents, I would submit all email correspondence with CoinCasino as evidence to Casino Guru.

Following this, my address verification was approved.

However, my account remains closed and its status is still shown as "Closed".

I requested an explanation as to why my account remains closed despite successful address verification, and asked for the account to be reopened.

The live chat support informed me that they could not handle this issue and instructed me to contact support via email instead.

I have contacted them by email as instructed, but several hours have passed with no response, and my account remains closed.

I will wait a little longer, but at this point my trust in this casino is close to zero, and I am already anticipating possibilities such as refusal to reopen my account or confiscation of my balance.

Every part of this communication has been extremely stressful, and it is difficult to consider this a casino that I could recommend to others.

The situation has now reached its final stage.

I have proceeded to the withdrawal request, and I am currently waiting for the funds to be credited.

However, I was informed that once the withdrawal is completed, my account will be permanently closed and I will not be allowed to continue using the service.

This aligns with my own intention to close the account, so no further action is required on my side.

From my perspective, it appears likely that if I had given up earlier, this case would not have progressed to this point.

Without escalating the issue through Casino Guru, I believe the outcome could have been very different.

I sincerely appreciate the efforts and mediation provided here.

At this stage, I am simply waiting for the funds to arrive.

That said, even in their final communication stating "the withdrawal will be processed, but the account will be closed," I did not feel that the casino handled this matter in a transparent or sincere manner.

Based on this experience, my position remains unchanged: I would not recommend this casino to other users.

I have now confirmed that the funds have been successfully credited to my account.

Without the background of filing a complaint through Casino Guru, I believe it would have been very difficult for me to reach this outcome. For that, I would like to express my sincere gratitude.

Although the withdrawal was ultimately completed, this was, by far, the most stressful experience I have had across many casinos I have used.

The level of stress was such that it made me seriously consider quitting online casinos altogether.

I strongly encourage other users to carefully read Casino Guru reviews before choosing to play.

Once again, thank you very much for your efforts and mediation.

I would like to close this complaint.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear delsol3256,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika