Coins.Game Casino - La cuenta del jugador permanece abierta a pesar de la solicitud de autoexclusión.

Hello,

i have asked the Coinsgame support to close my account forever because i am gambling addicted. Even thought i wrote this, they still made it possible for me to reopen my account and deposit plenty of times.

I have everything screenshotted, also the chat where i wrote them that.

I want my deposits from the date, where i wrote them that i am gambling addicted and i want it to be closed forever, because coins.game let me deposit even though they knew i am gambling addicted.

I have attached the screenshots, of the chat, and all the deposits from the 10th December. The day where i wrote it to be closed.

Thank you

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 your complaint. I’m sorry to hear about your negative experience with Coins.Game Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Have you followed the support's instructions partially or in full regarding the self-exclusion process?
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you contact the casino again with a self-exclusion request via email at support@coins.game, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Coins.Game Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

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

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello,

I will now provide all the necessary information, including the dates. I have taken many screenshots, in case they are needed.

On December 10, 2025, I clearly wrote via live chat, quote: "Hello, I'm excluding my account forever because I'm a gambling addict. Thanks, bye."

I was then told to do it myself in the settings. Which I did, and after 24 hours I was able to access my account normally again. It's quite clear, according to me, that the casino did nothing. In my 15 years of playing online casinos, this is the first time a casino hasn't closed my account after I wrote something like this in the live chat.

This was followed by several more days where I made a lot of single deposits and played, since I could log in again after 24 hours and play and make deposits.

Therefore, on Wednesday (December 24, 2025), I wrote an email directly to them, to email " support@coins.game ", with the following content, quote:

Hello,

i just want to tell you guys that i opened a Casino Guru Complaint. I wrote you guys 2 weeks ago (10 December) to close my account forever because I am gambling addicted. You guys didn't follow that and still let me reopen my account and deposit plenty of times. I want all my deposits back from that date (10 December), then I will take back the complaint. If you guys don't want to cooperate, I will let it on casino guru and they will publish it and contact you guys. Because I know that I'm in the right here and you guys should have closed it.

I also have everything screenshotted, just so you know.

Thank you."

There was no response whatsoever. No reaction was received. Consequently, I made FURTHER deposits. The account wasn't closed, and unfortunately, I have serious gambling problems.

And on Thursday (December 25, 2024), the very next day, I sent another email and used live chat, repeatedly asking them to close the account immediately. The response was, "We haven't received any emails from you." That's a complete lie. If you're using Outlook and it doesn't show a failed email, then the email was 100% successfully sent. That's how Outlook works. Finally, late that night, after I'd lost a huge amount of money and sent them a screenshot of the complaint, my account was finally closed. Before that, without proof of the complaint, nothing was done.

Therefore, with your help, I would like to get my deposits back from the date I first wrote to them that I am a gambling addict and that they should therefore close my account permanently.

If you believe that my live chat message is insufficient, even though it has always been sufficient in all other casinos, then I request that you at least refund the deposits starting from December 24, 2025, the date on which I clearly and unambiguously sent an email. I have screenshots of all transactions from December 10, 2025 onwards, screenshots of the live chat, and screenshots of the emails as proof. Literally everything.

Thanks

Hallo,

ich werde nun alle erfolderlichen Informationen mit dem Datum geben. Ich habe sehr vieles gescreenshottet, falls diese gebraucht werden.

Am 10 Dezember 2025 habe ich via Live-Chat ganz klar geschrieben, Zitat: " Hello, self exclude my account forever because i am gambling addicted. Thanks, bye"

Darafhin wurde mir gesagt das ich es selber in den Einstellungen machen soll. Was ich dann gemacht habe und nach 24 stunden konnte ich wieder ganz normal in mein Konto rein. Es wurde ganz klar nach meiner Aussage nichts von dem Casino unternommen. In meinen 15 Jahren Online Casino ist dies das erste mal das ein Casino nachdem ich im Live chat sowas schreibe, mein konto nicht geschlossen hat.

Darauf folgten weitere Tage wo ich viel Einzezahlt und gespielt habe, da ich mich ja dann nach 24 stunden wieder einloggen und spielen sowohl einzahlen konnte.

Deshalb habe ich dann am Mittwoch (24.12.2025) direkt eine Email an die geschrieben, an Email "support@coins.game", mit folgendem Inhalt, Zitat:

Hello,

i just want to tell you guys that i opened a Casino Guru Complaint. I wrote you guys 2 weeks ago (10 December) to close my account forever because i am gambling addicted. You guys didnt follow that and still let me reopen my account and deposit plenty of times. I want all my deposits back from that Date (10 December), then i will take back the complaint. If you guys dont want to cooperate, i will let it on casino guru and they will publish it and contact you guys. Because i know that im in the right here and you guys should have closed it. 

I also have everything screenshotted, just so you know. 

Thank you."

Daraufhin kam garkeine Antwort. Es wurde nicht darauf reagiert. Dementsprechend kamen WEITERE Einzahlungen rein von meiner Seite aus. Das konto wurde ja nicht geschlossen und ich hab halt leider krasse spielprobleme.

Und am Donnerstag (25.12.2024) den Tag darauf habe ich noch mal eine E-Mail geschrieben. Und Live Chat. Wo ich die mehrere mal darauf angesprochen habe es nun sofort zu schließen. Und darauf kam dann die Antwort " Wir haben keine E-Mails von dir erhalten". Das ist komplett gelogen. Wenn man Outlook verwendet und es NICHT angezeigt wird das es fehlgeschlagen ist, dann ist die E-Mail 100% erfolgreich gesendet worden. So funktioniert Outlook. Ganz am Ende in der späten Nacht, nachdem ich dann ein riesen Haufen an Geld verloren und denen ein Screenshot vom Complaint geschickt habe, wurde auf einmal mein Konto tatsächlich geschloßen. Davor, ohne den Beweis des Complaints, wurde garnichts gemacht.

Deshalb möchte ich mit eurer Hilfe meine Einzahlungen zurück erhalten von dem Datum wo ich das erste mal denen geschrieben habe das ich spielsüchtig bin und deshalb diese bitte für immer mein Konto schließen sollen.

Falls ihr meint das meine Live-Chat Nachricht NICHT ausreichend ist, obwohl das immer in allen anderen Casinos der Fall war, dann bitte ich euch zumindestest ab dem 24.12.2025, wo ich klar und deutig eine Email geschrieben habe, da die Einzahlungen zurück zu erhalten. Ich habe von allen Transaktionen ab dem 10.12.2025 ein Screenshot, vom Live Chat ein screenshot und die Mails ein Screenshot als Beweis. Wortwörtlich alles.

Danke

Hello alpsko,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas 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 Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for the detailed explanation.

Could you please explain what steps you took to open your account again?

Were you in contact with support when reopening your account in the casino?

Please share any relevant screenshots with me at tomas@casino.guru

Did the casino respond to your refund requests? What did they say?

Thanks in advance for your reply and cooperation.

Hello Tomas,

thanks for the answer. I just have sent you all the Screenshots via email.

• I wrote the Live Chat and Emailed them to close my account forever because i am Gambling addicted.
• Yes i were in contact with the support. They always just answered me to go to settings and do it myself there. Which i did, but it always got re-opened after 24 hours.
• The Casino ignored my request for refund. They literally didnt care at all whatsoever.

In the Screenshots of the Emails, you can see the Date in the top-right corner. The date when i have sent it to them. These were all AFTER the Live-Chat message from my side on 10th december. So they knew of my gambling addiction since the 10TH DECEMBER.

In the end after plenty of Emails and Live chat messages, and threats that i will open a casino guru complaint, they closed it after literally nearly 1 month of the first request.

Thanks.

Dear alpsko,

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, Martin (martin.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,

Tomas

Hello alpsko,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to ask you to send one more email, precisely mentioning self exclusion and gambling issues to the casino again. I would also like to invite the Coins.Game Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? As the player has issues with gambling, please block his account as soon as possible.

Thank you in advance for closing the account and providing us with your view of the issue. In case there is any additional evidence/information you would like to present us, please send it to martin.l@casino.guru

Hi Martin. My account has now been blocked. After several messages from me (and a threat of a complaint here), they finally closed it.

That's not the reason I filed the complaint, though. The reason is the blatant disregard for my gambling addiction and the enabling of these deposits.

Thanks and regards

Alpsko

Hallo Martin. Mein konto ist mittlerweile gesperrt. Nach mehreren Nachrichten von meiner Seite aus (und drohung wegen dem complaint hier) haben die es am ende geschlossen.

Das ist ja aber nicht der grund wieso ich den complaint auf gemacht habe. Sondern das eindeutige ignorieren meiner spielsucht und ermöglichung der einzahlungen.

Danke und Gruß

Alpsko

Hello.

We've sent you an email, Martin, with clarification.

Dear casino representative,

thank you for your response.

Can you please explain your self-exclusion processes in more detail? Do I understand correctly, that in order to exclude from your site, the player needs to always wait out a 24-hour cool of period, after which he should receive an additional email, which should include more information on how to finalize the process? Is it not possible to exclude accounts by purely messaging support or accessing the self-exclusion option straight away, without a cool-off period?

I never heard of that process in all my 15 years of casino experience. Live chat AND email not enough for self exclusion ? That is totally against the player codex.

I really do hope you see that this is a unfair procedure and a sign that you clearly want gambling addicted player to exploit.

We have sent you an email with answers to your questions, Martin.

Dear parties,

Based on the information at our disposal, we consider the repeated 24-hour self-exclusion cycles to be an unnecessary prolongation of the process, especially given that the player explicitly stated gambling addiction in livechat. A 24-hour period in this case doesn't serve a responsible gambling purpose, but a period where a vulnerable player could reverse his decision to step away from his gambling issues.

Dear alpsko

To help us further evaluate the situation, could you please clarify the following:

How many times have you repeatedly asked support to close your account after the live chat message on December 10? Are there any additional instances to those you have already sent us?

How many times have you used the self-exclusion tool in account?

Thank you in advance — this will help us conclude the case fairly.

Hello Martin.

I asked Coinsgame to close my account several times—I can't say exactly how many. Not once, not twice, but three or four times, if not more. But I didn't take screenshots of everything. I used the automatic account closure function twice. Both times, I was able to continue playing afterward.

In short: after December 10th, I asked support 5 times to close my account.

I performed the self-closing function twice (maybe even three times, but unfortunately I have no proof for the third time).

All the screenshots I sent you are all I have. I don't have anything else. Since I no longer have access to the account, I obviously can't review all the live chats, otherwise I would have checked again. But despite that, I'm quite certain that my evidence is more than enough to show that I'm in the right.

Thanks.

Hallo Martin.

Ich habe Coinsgame MEHRERE male, wie oft genau, kann ich dir nicht sagen, gebeten mein Konto zu schließen. Nicht einmal, nicht zweimal, sondern 3 oder 4 mal, wenn nicht sogar mehr. Aber ich habe nicht von allem ein Screenshot. Selbstschlussfunktion habe ich 2 mal angewendet. Bei beiden malen konnte ich danach natürlich weiter spielen.

Also kurzgefasst: nach dem 10 Dezember habe ich den Support 5 mal gebeten mein Konto zu schließen.

2 mal selbstschlussfunktion gemacht ( vieleicht sogar 3 mal, habe aber zum 3ten mal leider kein beweis ).

Alle Screenshots die ich dir zugeschickt habe, ist alles was ich habe. Mehr habe ich nicht. Da ich kein zugang mehr zum konto habe, kann ich natürlich auch nicht mehr alle live chats überprüfen, sonst hätte ich noch mal geguckt. Aber trotz dessen, bin ich mir ziemlich sicher das meine beweise mehr als genug sind, um zu zeigen das ich hier im recht liege.

Danke.

Dear casino representative,

Thank you for the detailed clarification and the timeline provided.

Taking all circumstances into account, we believe it is important to look at the situation as a whole. The player first attempted to self-exclude via the in-account tool on 08.12, and shortly afterwards, on 10.12, explicitly contacted live chat stating gambling addiction and requesting account closure.

While we understand that certain internal processes and processing times may apply, from our perspective this communication should reasonably be considered a clear request for responsible gambling intervention. At that point, the player had already demonstrated difficulties controlling their gambling behavior and actively sought help from your support team.

For this reason, and allowing a short and reasonable processing window, we suggest that deposits made from 11.12. (24 hours after the livechat request to close the account forever) onwards should be carefully reviewed, as the player could have reasonably expected effective protective measures to be in place by then.

We would appreciate your comments on this assessment and whether a refund for the period following the player’s request could be considered.

Hello Martin,

We have sent you an email explaining why the self-exclusion works the way it does.

Please read it.

There is no "way how it works". If all other Casinos does it the right way, and you dont, it cleary shows who is in the wrong. YOU.

This only makes it even clearer that you are deliberately ripping off players who are obviously addicted to gambling. The more you guys write and try to to sugarcoat it, the worse it gets. Everyone can and will read this here, and its clearly showing a bad light on you.

Dear casino representative,

could you please resend the mentioned email? I can't seem to find it in my inbox.

Hello.

We've sent it to you again.

Dear casino representative,

Thank you for outlining your self-exclusion process, we acknowledge how your system is designed to work.

That said, when a player explicitly states gambling addiction and requests permanent account closure via live chat, we do not consider a multi-step process with a 24-hour waiting period and additional confirmations to be adequate or player-friendly.

In such situations, immediate protective action is expected. Allowing continued access, deposits, and gameplay places an unreasonable burden on a vulnerable player.

While your procedure may follow internal rules, its application in this case does not meet reasonable responsible gambling standards.

Therefore, after further discussions, and acknowledging that the player’s communication and actions contributed to some procedural complexity, we believe deposits made 48 hours after the player’s second attempt at self-exclusion on December 10 should be refunded.

Thank you for the correct and fair decision.

@Coinsgame: I am ready to close this complaint if yall cooperate with me, write me an email and we can end the process fast.

To this day, no one from Coinsgame has contacted me.

Bis heute hat sich bei mir keiner gemeldet von Coinsgame

Hello.

We've sent you our reply, Martin, to your email.

Dear casino representative,

I have sent a response to your email.

Hello.

We have responded to your email.

Dear casino representative,

thank you for your message, I will respond to you in the coming days.

Dear alpsko,

could you please provide with your full history of deposits made to the casino?

Hello Martin, I have just sent you an email with the complete deposit history that I have available.

Dear alpsko,

thank you very much for your swift response. I have now recalculated the disputed amount.

Hi Martin,

Thank you for that.

Could you perhaps tell me what the current status is behind the scenes? Where do we stand with the situation right now?

Hallo Martin,

danke dafür.

Kannst du mir vielleicht sagen wie den der aktuelle stand im hintergrund ist ? Wo stehen wir gerade mit der situation ?

Hello alpsko,

talks are now wrapping up I believe, we are now waiting for the casino's final decision.

Hi Martin.

Alright, thanks for the information.

Hello.

In our last letter to you, Martin, we outlined our final position on this matter.

So the casino is refusing, is that correct, Martin?

Also weigert sich das Casino, verstehe ich das richtig martin ?

Dear parties,

Thank you for your cooperation throughout the complaint process and for the detailed information you've both provided.

After carefully reviewing all circumstances and the casino’s final position, it’s clear that our views on the situation ultimately differ, and no further progress can realistically be made at this stage. For that reason, this complaint will now have to be closed as unresolved.

Dear alpsko,

I’m genuinely sorry that this case did not end in a more satisfactory outcome for you. I understand how frustrating this situation has been, especially given the nature of your request and the expectations you had regarding responsible gambling measures.

Thank you for your patience and for engaging with us during the process. I wish you all the best going forward. In the meantime, I strongly recommend installing free app BetBlocker onto your computer and mobile. This way you can restrict your access to many gambling websites of various jurisdictions.

In case you have any additional questions, please contact me at martin.l@casino.guru

Martin