Coins.Game Casino - Das Spielerkonto wurde ohne Angabe von Gründen geschlossen.

Coins Game closed my account suddenly without giving any explanation, even though I had a considerable amount of money in it.

Coins game me ha cerrado la cuenta de un momento a otro sin dar ningún tipo de explicaciones teniendo una cantidad considerable de dinero

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Had you completed verification before you lost access to the account?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Good morning!

I only focused on the casino.

I completed the verification successfully and was able to withdraw without any problems.

I didn't have any active bonuses.

Thank you and best regards

Buenos días!

Solamente me centré en casino.

Completé la verificación correctamente pudiendo retirar sin problemas.

No tenía ningun bono activo.

Gracias y un saludo

Thank you very much for your reply, Pablocarr10. Could you please clarify when exactly your account was closed? Do I understand correctly that you had €1000 (dispute value) in your casino account before you lost access?

Additionally, please forward all relevant correspondence between you and the casino to kristina.s@casino.guru. If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Good morning Kristina.

My account was closed on July 7, 2026, and I had approximately €1000 in it.

All the best.

Buenos días Kristina.

Mi cuenta fue cerrada exactamente el 7 de julio de 2026 y tenía aproximadamente unos 1000€.

Un saludo.

Dear Pablocarr10,

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, Michal (michal.k@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,

Kristina

Hello Pablocarr10,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I’ll reach out to the casino team to better understand the circumstances and see if there’s any room for clarification or resolution.

We would like to invite Coins.Game Casino to join the conversation.

Dear Coins.Game Casino,

I acknowledge that it is standard industry practice for casino management to reserve the right to close player accounts at its discretion. At the same time, we would kindly note that any related financial obligations are expected to be settled accordingly.

Measures such as the confiscation or withholding of player winnings are significant in nature and typically have to be supported by clear and substantiated evidence of a potential breach of the casino’s terms and conditions. At this stage, the specific grounds for such action do not appear to have been communicated to the player, which makes it difficult to consider your actions as justified.

I would therefore appreciate your cooperation in providing clarification and any relevant supporting evidence regarding the potential rule violation or other reasonable justification for your decision, so that the matter may be reviewed independently. Kindly forward the relevant information and evidence to michal.k@casino.guru.

Thank you in advance.

Good afternoon Michal,

Thank you so much for taking charge of this important matter for us. If you have any questions or need to contribute to the case, I'll be here to answer them.

All the best!

Buenas Tardes Michal,

Muchas gracias por hacerte cargo de este tema tan importante para nosotros, cualquier duda que tengáis respecto o aportación que deba dar al caso aquí estaré para aclararla

Un saludo!

Hello.

According to the information provided to us, there is no such player in our system.

Best regards,

Coins.Game Team.

Hello.

We have sent additional information to michal.k@casino.guru.

Best regards,

Coins.Game Team.

Dear Coins.Game Casino Team,

Thank you for your email. I have replied with a few additional questions and look forward to receiving your response.

Dear Pablocarr10,

Could you please confirm whether you use a VPN or any similar software that may affect your IP address or alter the information associated with your device or online activity?

Additionally, I noticed that you already submitted a complaint concerning Coins.Game Casino, not long ago, which was ultimately found to be related to your sports betting activity. Please confirm clearly and honestly whether the current issue is connected in any way to the circumstances of that previous case.

I have requested further information from the casino and will compare the evidence provided with your response. I therefore politely ask that your explanation be complete and accurate.

Good afternoon,

No, in principle there is nothing that is altering my IP address (that I am aware of, of course).

And yes, the current problem is related to sports betting, so in my opinion it's best to contact the sports betting department to resolve the issue sooner.

Thank you very much in advance.

Buenas tardes,

No, en principio no hay nada que esté alterando mi dirección IP ( que yo tenga constancia claro).

Y sí, el problema actual guarda relación con apuestas deportivas, por eso es mejor contactar en mi opinión con la sección de apuestas deportivas para solucionar antes el caso.

Muchas gracias de antemano.

Dear Pablocarr10,

Thank you for your prompt response.

I will wait for the casino’s reply before determining whether there is any way that we Casino Guru can possibly assist you in this matter.

However, as you have confirmed that the issue is related to sports betting, please bear in mind that, as previously explained, Casino Guru does not have a department dedicated to handling sports-betting complaints. Our ability to provide any potential further assistance regarding this matter may therefore be very limited.