I've won a significant amount on this site and have been hit with a KYC requirement. I've provided the documents requested but over 24 hours have passed and support is now non-responsive. Any idea what I can do if the site continues to ignore me?
Hi, I would try to wait for some time first, the casino doesn't have to validate your documents in one day. Let them work and give them some time to look at it. If you keep bombarding them with messages and emails, it won't work at all I think, so patience will be needed.
If nothing happens in the next few days, then try to get in touch and see what can be done.
We give casinos 14 days to sort out either withdrawals or player KYC and then try to help players if they still need it.
Feel free to get in touch if you have anything new.🙂
My account at CoinCasino was closed after a large win, and my remaining balance was confiscated.
The casino claims that I accessed the site from a restricted country (United Kingdom).
However:
– I did not use any VPN or false information.
– The casino allowed me to register, deposit, and play without restrictions.
– All gameplay was done with real funds. No bonuses were used.
– A withdrawal of 2.7 ETH was approved and successfully paid to my wallet.
– Only after this withdrawal and after accumulating a large balance, my account was closed.
The casino is now refusing to return my remaining balance and only tells me to contact them via email.
I believe this is unfair and against responsible casino practices.
If players from restricted countries are not allowed, the casino should block registration and deposits — not confiscate winnings after accepting deposits and approving withdrawals.
It is actually very important to check whether your country is allowed at an online casino and even check it with the support.
But you are also right that it shouldn't allow you to register there if your country is restricted.
Our complaint team will get in touch with the casino, and we will try everything possible to get the best result for your complaint.
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