After winning approximately 0.573842 SOL at CoinCasino and requesting a withdrawal, my account was suddenly deleted without any explanation. I had verified my account and completed all necessary steps. Before deletion, I contacted their support regarding the delay in withdrawal, and shortly after, they stopped responding. Now, I can’t log in – the system says my account doesn't exist anymore.

I have proof of my balance, my deposit, the withdrawal request, and the support chats, and if you want i can send emails that coincasino was sending to me before they gone . This behavior is clearly fraudulent. The casino is avoiding payment and refuses communication. I kindly ask for help in resolving this situation and recovering my funds.

Dear neaxyyy,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with CoinCasino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you pass the verification before you lost access to the account?  
• Did you accumulate your winnings with or without an active bonus?  

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,

Natalia

Hi Natalia,

Thank you for your response. Please find my answers below:

I was playing only slots, and a lil bit of roulette, no sports betting or others

No, I did not pass the KYC verification. They locked my account and requested KYC only after I won and tried to withdraw.

I accumulated all my winnings without any active bonus – I was playing with real money only.

Let me know if you need anything else. I have full documentation of my deposits, gameplay and the communication with their support.

Best regards,

neaxyyy

Thank you very much for your reply, neaxyyy. Could you please forward all the relevant communication between you and the casino, together with other evidence, to [email protected]? Alternatively, you can post the screenshots here. Thank you in advance.

Done, check email thank you.

Have a good day!

Thank you very much, neaxyyy, for your cooperation. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello neaxyyy,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Coincasino.com to join the conversation.

Dear Coincasino.com,

Could you please clarify why the player's account has been closed without a reasonable explanation? If there are any important factors affecting this situation that cannot be disclosed publicly, I would appreciate it if you could share them with me directly at [email protected]

Hi there,

We would like to clarify that, as per our Terms and Conditions, we reserve the right to request documentation at any time during a player’s activity on the platform. These terms were accepted by the player upon registration.

Regarding the account closure, we can confirm that the decision was made following an internal review. This decision is final and will not be reversed.

Best regards,

CoinCasino Team

Dear CoinCasino Team,

Thank you for your messages. I have requested additional information to gain a better understanding of the situation and am currently awaiting your response.

Dear neaxyyy,

I have obtained information from the casino team that appears to contradict your earlier statements. I was informed that you had your old account at CoinsCasino closed because you supposedly had lost access to the original account due to email issues. The casino team has permitted you to establish a new account; however, it appears that when the casino team asked you to complete the KYC process, you did not seem to cooperate. This contradicts your assertion, "I had verified my account and completed all necessary steps."

Could you please provide clarification on this matter?

Dear neaxyyy,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Michal,

Let me clarify this situation once again:

1. Multiple Accounts

Yes, I created a second account after losing access to the first one, and only after I received permission from CoinCasino support.

If the casino claims that I created more than two accounts, I request proof of such accounts and proof that I actively used them. Otherwise, such accusations are speculative and defamatory.

2. Verification Process (KYC)

The only message I received was vague and lacked any deadline or explicit consequence. I was never informed that failure to complete the KYC would result in account closure or funds being frozen.

Also, I was never contacted again after that email – no reminder, no follow-up.

3. Intent to Cooperate

I have always been willing to complete KYC and still am. I have nothing to hide.

Please note that I contacted you because the casino ignored emails, my attempts to resolve this, and locked my account without due process.

Therefore, I request:

A clear list of documents required for KYC.

A reactivation of my account or temporary access to upload the documents.

A commitment that my balance will be preserved and paid out upon successful verification.

I remain fully cooperative and expect the casino to act in accordance with their own rules and basic fairness.

Sincerely,

Neaxyy

Dear Neaxyy,

Thank you for your response both here and through email. While I cannot completely concur with certain aspects of your argument, particularly point 2 regarding the verification process, it is evident that you were explicitly requested to submit documents for the KYC. Therefore, it would have been prudent for you to cooperate immediately rather than awaiting a follow-up email or reminder with potential consequences if you fail to cooperate, as I previously communicated to you via email.

Nonetheless, the casino team could have also improved their communication, especially with more frequent responses.

Dear CoinCasino Team,

Could you please address the inquiries raised by the player?

Dear Neaxyy,

The casino team will be contacting you about the KYC; I respectfully request your complete cooperation, and I am optimistic that we can achieve a successful resolution to this matter.

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.