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.

But the bookmaker's support remains the same, right?

I mean, in the end the balance is the same for all modalities.

Thank you!

Pero, el soporte de la casa de apuestas sigue siendo el mismo no?

quiero decir, al final el saldo es común para todas las modalidades.

Gracias!

Hello.

We have sent you an email with answers to your questions.

Best regards,

Coins.Game Team

Dear Pablocarr10,

The casino has provided me with evidence indicating that you accessed your account also from non-Spanish IP addresses, including connections associated with VPN or any similar software that masked/changed your location. This appears to contradict your previous statement that you had not used a VPN or similar software.

Furthermore, as I was informed, and as clearly stated in the casinos Terms and Conditions, Spain is listed as a restricted country:

The casino’s rules also prohibit the use of a VPN, proxy, or similar service that masks or manipulates a player’s actual location:

That being said, it has not yet been sufficiently demonstrated that the VPN was deliberately used to circumvent any territorial restriction or that its use provided you with any unfair advantage.

From a strictly contractual perspective, the casino had grounds to take action under its rules, which you accepted when creating your account. However, this does not automatically mean that the way the rules were enforced was consistent with fair and transparent practices.

To assess the accessibility of the casino’s services independently, I personally accessed its website from a Spanish IP. I was able to access the website, create an account, and proceed with making a deposit without any issues. At no stage was I prevented from continuing or was actively informed that I was accessing the casino from a restricted jurisdiction. There was no geoblocking, registration safeguard, deposit restriction, or clear notification alerting me to this fact.

This is an important factor in my assessment of the matter. If a person connecting from Spain or another restricted country can register and deposit without concealing or masking their location, the subsequent detection of a VPN connection does not, by itself, demonstrate that the VPN was required or deliberately used to bypass the restriction.

While players are naturally expected to familiarize themselves with and comply with the Terms and Conditions, casinos are also expected to implement reasonable safeguards to prevent residents of prohibited jurisdictions from registering, depositing, and risking their funds. Allowing a player to deposit and play, but enforcing the restriction only after winnings have been obtained, creates an unfair situation in which the player’s losses would apparently have been accepted while their winnings are confiscated. This is inconsistent with the fair practices we advocate and which are already followed by most reputable online casinos.

I have raised these concerns with the casino and requested further clarification.

Dear Coins.Game Casino Team,

Thank you for your email. I have responded with several additional questions and look forward to receiving your clarification.

Good afternoon Michal,

Thank you very much for that message sent to Coins game, as it is true that when registering and logging in, residing in Spain is not an impediment.

There was only one time I had to change it for a moment in order to verify correctly, but I only did so under the express instruction of the chat, since I asked (I attach photos of the conversation).

Thank you very much and have a good day, Michal.

Buenas tardes Michal,

Muchas gracias por ese mensaje enviado a Coins game, ya que es cierto que a la hora de registrarse e ingresar no es ningún impedimento residir en España.

Solamente hubo una vez que tuve que cambiarla si o si obligatoriamente un momento para poder verificar correctamente, pero solo lo hice bajo la indicación expresa del chat, ya que le pregunté (adjunto fotos de la conversación).

Muchas gracias y buen día Michal

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.

Dear Pablocarr10,

Unfortunately, I have not received any further response from the Coins.Game Casino Team.

As I explained previously, the casino’s Terms and Conditions list Spain as a restricted country and prohibit the use of VPNs or similar location-masking services. The casino also provided evidence indicating that your account was accessed from non-Spanish IP addresses associated with such services, which conflicted with your earlier statement that you had not used a VPN. From a strictly contractual perspective, the casino therefore had grounds to take action.

However, the contractual position was not the only issue under consideration. My independent test showed that a player connecting from Spain could access the website, register, and proceed with a deposit without encountering geoblocking, registration restrictions, or a clear jurisdictional warning. It was also not established that the VPN was deliberately used to circumvent a territorial restriction or obtain an unfair advantage. Furthermore, as demonstrated by the screenshots you presented, the casino support advised you to use a VPN raised an additional fairness concern.

I presented these points to the casino and invited it to clarify its position or propose a reasonable resolution. As the casino has not responded to these material concerns, I am unable to conclude that the confiscation was consistent with the fair gambling practices we advocate.

I am therefore left with no alternative but to close this complaint as Unresolved - Against Fair Gambling.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react and handle this case constructively, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the Anjouan Gaming (AOFA) Authority and submit a complaint to them. The Gaming Authority might have more options and tools to help players. You can find more information on how to do that here: Licensing Authority – Anjouan Gaming | Casino Guru. You might also find our How to submit a complaint to a regulator | Casino Guru useful.

Please let me know how they responded at michal.k@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru