Complaint #25 CoinCasino

Account closed and funds voided

By Lmg33

2 months ago

I created my account on CoinCasino on March 15th, 2026, and then deposited 1388 XRP (around 2000USD at the time). I then proceeded to place a handful of tennis bets during the Miami Open, resulting in gains of around 500USD.

When I attempted to withdrawl funds a week later, I was instructed to verify my identity and proof of address, which I apparently completed successfully, only to be told shortly after that my account was closed, and my funds were seized for having breached their terms and conditions.

After going through their terms and conditions, I am deeply confused as to what the breach is on my end.

I attempted to get more clarity on the matter via email, but only received a vague reply basically dismissing my request.

I would like CoinCasino to provide more information and proof to justify their decision to block my account and seize my funds.

If they can’t provide any solid evidence of wrongdoing, I am making the very fair request to at least be reimbursed for my initial deposit as a gesture of goodwill so I can have a sense of completion. This sum of money meant a lot to me and was, in fact, the culmination of years of saving/investing.

Thank you for your attention on this matter.

Disputed Casino CoinCasino

Reason Verification issues

Discussion

AskGamblers

• Support Team

1 month ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that CoinCasino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

AskGamblers

• Support Team

1 month ago

Dear @Lmg33,

Rest assured that the AskGamblers Complaint Team is in contact with the CoinCasino team and your case is being handled accordingly. Updates will be provided in due course.

Thank you for understanding.

AskGamblers

• Support Team

1 month ago

Dear all,

Kindly note that the AskGamblers Complaint Team requested and is still awaiting additional information from the CoinCasino team.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Lmg33

1 month ago

So just to clarify here, I am having my deposit and profit seized on the premise of suspicious betting?

What part of the KYC have I not been able to complete successfully?

I have provided all required documentation and I am ready to show anything else that may be demanded.

I understand coincasino may have not appreciate that i beat one of their line in a smaller basketball market alongside the few main market tennis bets i placed but how is that a reasonable cause to seize all my deposit + profit?

After this crushing experience I now know platform like coincasino seems to have the right to steal anyone’s money at will without much recourse on the costumer’s side but isn’t it very bad look for the company?

I really hoped coincasino would care enough about their brand to have the decency to at least refund my initial deposit as a gesture of goodwill.

CoinCasino Complaint Stats

Resolved 5 / 7

Avg. Amount $3,177

Avg. Complaint Duration 6 days

Avg. Response Time 2 days

CoinCasino Complaints

See all complaints for this casino

Withdrawal issue via Crypto

I am a registered player trying to withdraw a balance of $595.25. My original bank transfer withdrawal was rejected by the bank. Following the casino support instructions, I made a verification deposit of 31.41 USDT via the BSC network to verify my crypto wallet for future withdrawals

Currently, my crypto wallet address (0xbc6ad0fc21df961c63c6ec7bb02e1a3b345da4d9) is successfully listed under 'Stored Methods' in my account. Despite this, support agents continue to refuse my manual crypto withdrawal request. Agent 'Sussy' even went as far as suggesting that I should 'open a new bank account' just to receive my funds, instead of simply processing the payment to my already verified crypto method. This is a clear stalling tactic and is unacceptable. I request that my funds be processed to my verified USDT wallet immediately as I have fulfilled all verification requirements.

Resolved

$595

CoinCasino- Unpaid weekly cashback after account closure

I would like to file a complaint regarding the closure of my account and the non-payment of my weekly cashback.
I had been actively playing on CoinCasino and incurred significant losses during the week, which qualified me for the platform’s weekly cashback promotion. Based on my net losses for that period, I was expecting a cashback payment of approximately 3,050 USDT, scheduled for Monday, January 19.
Before the cashback was credited, I contacted support during a conversation about my activity on the platform. During that discussion I mentioned that the funds I had been gambling with came from my salary. Shortly after this conversation, my account was closed. The explanation provided by the support agent was that the closure was made for player well-being and financial safety reasons.
I understand and respect responsible gambling policies, and I accept the casino’s decision to close my account if they believed it was necessary for player protection. However, the weekly cashback in question was generated from losses that had already occurred prior to the account closure.
My concern is that the cashback was earned from completed gameplay during the previous week, and the account closure occurred just before the scheduled payout. The closure reason was not related to fraud, bonus abuse, or any breach of terms on my part.
Therefore, I respectfully request that CoinCasino review this matter and honor the 3,050 USDT weekly cashback that was generated from my previous losses.
I appreciate AskGamblers’ assistance in helping mediate this matter and hope for a fair resolution.
Thank you.

Unresolved

$3,050

My account was closed and my winnings confiscated after winning 9500 usd

I opened an account on this site, made several deposits, lost them, and there were no problems with my account. Today I deposited an initial 1000 USD, then another 600 USD, and in total, playing slots, I won more than 9.5k USD.when i tried to make a withdrawal initially my id and address proof was rejected i had sent a bank statement then they asked me for a utility bill When I explained that I didn't have utility bills because I lived in a rented apartment with my partner, they said they would contact me.then I get an email saying my account has been closed and my funds have been confiscated because my account has violated their rules but I'm pretty sure I didn't do anything wrong and they're just trying to keep my win Please help me solve this. I would like to attach a copy of the email from coin casino that they sent me.

Hello,

Greetings from CoinCasino!

Please be informed that you have been offboarded and your remaining balance has been voided due to breach of our Terms and Conditions - section "Fraud".

Your understanding is greatly appreciated.

We wish you a great rest of your day and remain at your disposal.

Kind regards,

Kylie
CoinCasino Support

Unresolved

$9,500

Unknown 10 day delayed withdrawal

I’m posting here to ask for assistance with a delayed withdrawal from CoinCasino.

I requested a withdrawal of $685 USD over 10 days ago. Since my first request, the withdrawal has been repeatedly delayed. Every time I contact CoinCasino support, I’m told that the issue will be “escalated to higher management,” but nothing actually changes and no clear reason for the delay is provided.

I have complied with all requirements on my end, and there have been no specific issues explained that would justify the repeated postponements. The lack of transparency and the constant pushing back of the withdrawal timeline does not make sense.

Resolved

$685

Unpaid balance of 5200 EUR

Dear AskGamblers Team,

I am writing to formally file a complaint against CoinCasino regarding my unpaid balance of approximately €5200. Below is the detailed timeline of events:

1. My account was fully verified, and my Proof of Address (POA) was approved by CoinCasino (I received their confirmation email).

2. Shockingly, only one hour after approving my verification, the casino closed my account without providing any explanation.

3. When I requested clarification about the account closure, support did not give any reason. Instead, they requested my IBAN and SWIFT code to process a refund of my remaining balance.

4. I immediately provided all requested documents (IBAN, SWIFT, and PDF confirmation).

5. More than two weeks have passed, and I still have not received my funds.

6. The only replies I received were vague messages such as "our team is still working on the matter" (see attached screenshot).

7. After I asked for a concrete payout date and clarification, CoinCasino stopped responding to my emails completely.

This behavior clearly demonstrates delaying tactics, a lack of transparency, and a refusal to process my rightful withdrawal.

I kindly ask AskGamblers to assist in resolving this matter and ensure that CoinCasino pays out my remaining balance of €5200. I am willing to resolve this amicably, but if they continue to ignore me, I am prepared to escalate the case to their licensing authority (Anjouan Gaming Authority) and pursue other legal dispute resolution channels.

Thank you very much for your support.

Best regards,

Arūnas

Resolved

€5,200

Delay in disbursement of funds

Hello.

I'm writing to ask for help in resolving my issue.

Today, two weeks have passed since I requested a withdrawal.

I haven't received the money. I've contacted customer service several times regarding this matter, both via casino chat and email. The most common responses were, "We're checking your account; the withdrawal may be delayed."

I understand this, but two weeks have passed, and the situation is still the same.

My account is verified, and I'm not using any bonuses. I don't understand why this is taking so long.

I'm once again asking for help in resolving this situation.

Resolved