Complaint #23
CoinCasino
CoinCasino- Unpaid weekly cashback after account closure
2 months ago
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.
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.
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