Attempted a withdrawal just over 14 hours ago with coincasino and after 2 hours I checked the transaction history to see the status of the withdrawal (normally they are near instant to process a withdrawal)
To see it say there was an error with my withdrawal, I then go to the live chat to enquire about what happened and when/why my money hasn't been returned to my account and the only response I get is that the matter has been sent to the relevant department to investigate.
Could you please update us about this situation of yours? Was it resolved by the casino?
All sorted
Hallo, ich habe zwei Probleme. Zuerst habe ich mit meiner Revolut-Einwegkarte Geld eingezahlt. Nachdem ich die Zahlung über die Revolut-App bestätigt hatte, stürzte die Website ab. Trotzdem wurde das Geld abgebucht, aber meinem Konto nicht gutgeschrieben. Ich habe eine Beschwerde eingereicht, die jedoch über die App abgelehnt wurde. Dann habe ich versucht, meine Gewinne abzuheben, aber die Auszahlung ist nicht wie beworben sofort möglich. Ich hatte schon schlechte Erfahrungen gemacht und konnte mein Geld nur zurückbekommen, indem ich mich hier beschwert und um Hilfe gebeten habe. Nachdem ich mich beschwert hatte, habe ich mein Konto überprüft und festgestellt, dass die Anzeige für ausstehende Auszahlungen deaktiviert wurde und das Geld nicht auf meinem Bankkonto ist. Ich brauche dringend Hilfe. 
Unfortunately, if the money was not reflected in your casino account but taken from your bank, you will need to contact the bank and the casino as well to try to solve this. We are unable to do much in such situations, you know.
I really hope, though, that you'll soon come here to inform us that everything is fine. We'll wait for your updates.
sorry to hear about those folks having hard time in deposits or payouts. good thing i wasn't able to have the same experience. my deposit came real time and cashouts within 2hrs only
I'm glad that your experience was better.
Do you play often at this casino?
Complaint Summary:
CoinCasino advertised itself as a "no-KYC required" casino.
However, when I tried to withdraw my funds, I was suddenly told that full KYC was required.
Their identity verification system (Veriff) repeatedly failed with endless "upload failed" errors, making it impossible to complete verification for a long time.
After I submitted a complaint to AskGamblers, CoinCasino finally approved my identity verification.
Then they requested address verification. I submitted the exact type of document they specified, in the format they requested.
They rejected it without explanation.
When I repeatedly asked "Which part is invalid?", the only response I received was:
"Address verification: invalid."
No details, no criteria, no real answer.
This makes it impossible for a legitimate customer to complete KYC, and effectively blocks withdrawal of my funds.
I am asking CasinoGuru to review this behavior, request a proper explanation from CoinCasino, and ensure that my withdrawal is not obstructed without valid reason.
Thank you.
Hello, this is indeed a fascinating warning. Thank you for your efforts!
Based on what I know about licenses, KYC is always required at some point, yet it may be that a few first withdrawals may be KYC-free. Some casinos only proceed with verification after a certain withdrawal threshold has been met, on the other hand.
Well, may I know how the casino was proclaimed to be a no-KYC one to you?
I'm glad you passed the verification and got the money!
Thank you for your message.
The claim that this casino was "no-KYC" was based on descriptions provided by affiliate websites. I fully understand and accept that KYC may be required at some point, especially after certain withdrawal thresholds.
However, the issue is not the existence of KYC itself, but the inconsistent and malfunctioning verification process.
Specifically, the KYC verification tool failed repeatedly and did not approve my submission. In addition, the requirements for address verification changed each time I contacted support.
For example:
Initially, I was told that government-issued address documents were NOT accepted.
In the next email, I was told that government-issued address documents WERE accepted.
In a subsequent email, I was again told that government-issued address documents were NOT accepted.
Furthermore, I was instructed via live chat to upload documents through the chat system. However, when I attempted to do so, I was told that my documents could not be accepted because I was "not logged in," despite my account having been unilaterally closed by the casino.
Due to these repeated inconsistencies, my KYC has still not been approved, and my withdrawal continues to be denied.
Oh my... My apologies, I assumed you passed the KYC in the end. 🙁
Your description means a lot because, in my opinion, this is quite a traumatizing experience yet well-described.
As far as I can guess, the documents may be perfectly okay, while the submission form and associated support seem to fail. I'm glad you managed to submit the complaint; let's see what the casino may add to this puzzle.
How long have you been struggling with this, please?
I'll be off for a few days but looking forward to getting back to you on Monday.
Here is additional information about coincasino, as requested:
Regarding identity verification, I exchanged more than a dozen emails with support about errors in the verification tool. Despite repeated attempts, the tool error was never resolved. Only after I informed them that I would file a complaint with CasinoGuru did they suddenly mark my identity verification as completed, even though the error still remained unresolved.
After that, the process moved to address verification. This has involved even more correspondence, roughly twice as many messages, and it is still ongoing. The problem is that the type of document accepted for address verification changes depending on the support agent responding at the time. I explicitly asked them to clearly define the exact requirements and to confirm that once those requirements were met, my documents would be approved and withdrawals would be guaranteed. This request has been completely ignored.
When reviewing other user complaints, I found many reviewers describing the same pattern of behavior, and I have not seen a single report from anyone who successfully withdrew funds. Based on this, I believe this malicious behavior is systematic and normalized.
Finally, it is worth noting that this company launched the casino website only about four months ago, despite already showing a significant number of serious complaints.
Thank you for taking the time to explain everything in such detail. I understand how frustrating this situation is, especially after such long and inconsistent communication with support.
From what you describe, it seems that several issues may be overlapping at once—technical problems with the verification tools, changing document requirements, and additional compliance checks. Unfortunately, no third party has visibility into what exactly triggers or blocks these checks on the casino’s side, or which internal system is currently reviewing your documents.
Because of that, the most constructive next step is to resolve these technical details directly with the casino’s support team. I recommend asking them to clearly confirm:
1) Which verification step is currently active on your account?
2) Which specific documents are required?
3) The exact format they must be submitted in.
I know this isn’t the answer you were hoping for, but getting clear, written confirmation from the casino is the shortest way to move the process forward and avoid further misunderstandings.
I agree it does not look very convincing for the casino and its support workers, though.
In any case, the complaint is still open, so if they are not prepared to solve possible issues on their end, the complaint mediator will require answers.
The situation has now reached its final stage.
I have proceeded to the withdrawal request, and I am currently waiting for the funds to be credited.
However, I was informed that once the withdrawal is completed, my account will be permanently closed and I will not be allowed to continue using the service.
This aligns with my own intention to close the account, so no further action is required on my side.
From my perspective, it appears likely that if I had given up earlier, this case would not have progressed to this point.
Without escalating the issue through Casino Guru, I believe the outcome could have been very different.
I sincerely appreciate the efforts and mediation provided here.
At this stage, I am simply waiting for the funds to arrive.
That said, even in their final communication stating "the withdrawal will be processed, but the account will be closed," I did not feel that the casino handled this matter in a transparent or sincere manner.
Based on this experience, my position remains unchanged: I would not recommend this casino to other users.
I have now confirmed that the funds have been successfully credited to my account.
Without the background of filing a complaint through Casino Guru, I believe it would have been very difficult for me to reach this outcome. For that, I would like to express my sincere gratitude.
Although the withdrawal was ultimately completed, this was, by far, the most stressful experience I have had across many casinos I have used.
The level of stress was such that it made me seriously consider quitting online casinos altogether.
I strongly encourage other users to carefully read Casino Guru reviews before choosing to play.
Once again, thank you very much for your efforts and mediation.
I would like to close this complaint.
I'm really glad that everything worked out okay at the end, even though you had to go through all this.
We are really happy every time we can help our users.
Thank you very much for your efforts and support.
I truly believe that without your involvement, I would not have been able to reach this outcome.
As a result, I was able to successfully withdraw my funds after this extremely difficult experience.
Therefore, I would like to withdraw my earlier characterization of the casino as a "scam".
That said, my personal impression remains unchanged: this was the least trustworthy and most stressful casino experience I have had.
I would also like to note, as a factual point, that my account was unilaterally closed immediately after the withdrawal, despite the fact that I did not violate any terms or conditions.
While I had no intention of using the casino again after withdrawing, this remains an important fact.
I kindly ask that my experience be documented and reported from a fact-based, neutral perspective, so that other users can make informed decisions.
Finally, I sincerely hope that fewer users will have to go through an experience like mine, and I trust that Casino Guru will continue to play an important role in helping to prevent such situations.
Once again, thank you very much for your assistance and support.
The casino has the right to close any account if there is no balance left, to tell you the truth. We can't do much about it.
Thank you.
Hi I just won on coincasino.com and I hit a big win. I have not yet tried to withdraw because now that I’ve won I’m cautious about their reviews and legitimacy. After winning I immediately reached out to support and asked what do I need to do in order to proceed with the KYC and the withdrawal. I also saved the screenshots of this conversation. Please advise me how should I move to make sure I get my winnings paid out. I’m going to also screenshot all my transaction history. I have not played after I won and intend to do so until I get some guarantees. Can you please advise me on how exactly I should approach this?
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