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Hello CasinoGuru team,

I would like to file a complaint regarding CoinCasino, as they are currently holding my funds without a valid reason.

On August 6th, I deposited 100 USDT to test the casino. I quickly realized that I did not like the platform’s interface or the games offered, since I was specifically looking for Dice and noticed they did not provide an original version.

Because of that, I decided to withdraw my balance. I fulfilled the 1x wagering requirement through low-risk bets and submitted a withdrawal request for the full 100 USDT.

My withdrawal was rejected, and I was asked to verify my identity and address.

• My identity verification was approved almost immediately.
• My address verification was rejected after 24 hours, without any reason being communicated to me.

I attempted to provide three different documents:

• Two were rejected without a proper explanation.
• The second document was explicitly rejected for being a bank statement, even though the verification request email clearly listed bank statements as acceptable proof of address.
• The third document (a utility bill in my name and address) has been in "review" for more than three days, despite their stated processing time being within 24 hours.

As of today, August 20th, it has been two weeks since my withdrawal request was denied. The casino still refuses to allow me to withdraw my balance and has not kept me informed about the process.

My impression is that the casino is deliberately making the verification process as difficult as possible in order to pressure me into gambling again and potentially losing my balance. This behavior is concerning, especially given that the amount involved (100 USDT) is not even particularly large.

I kindly ask CasinoGuru to assist me in resolving this matter and ensuring that the casino processes my withdrawal in a fair and timely manner.

Thank you for your support.

Best regards,

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify when was the last time you submitted an identity document to the casino for verification?

When was the last time the casino contacted you regarding the verification of your account?

What types of games did you play?

Did you accumulate your winnings with or without a bonus?

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

Best regards

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello Veronika,

Thank you for your reply. Please find my updates below:

– Yesterday, I attempted to submit a new document: an updated internet bill that meets all the stated requirements.

– When I previously contacted live chat support, I was informed that my earlier documents were rejected because they did not contain an "issue date". I resubmitted the documents, this time clearly highlighting the issue date, but they were rejected again without any additional explanation.

– I was then asked to submit another document. I obtained an updated internet bill and submitted it, but it was also rejected. When I asked for clarification by email support, I was told they were unable to provide any further details about the rejection.

Regarding the games I played: I only played Dice and Crash games, and I never activated or used any type of bonus.

I would also like to mention that the casino has been ignoring my questions and providing only vague, pre-written responses. On two separate occasions, I asked by email if I could simply request account closure in order to receive my balance back. Both times, this question was completely ignored.

Thank you again for your assistance. I truly appreciate your help in this matter.

Best regards,

Gabriel

Could you please forward me the documents you submitted to the casino that were not approved for the KYC verification at veronika.f@casino.guru? Kindly include the most recent documents you sent, as well as the most recent conversation you had with the casino’s customer support regarding the verification of your account.

Dear Rockwell,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru