Coin Casino - プレイヤーの入金が遅れています。

Hello

I made a deposit of 27.50 euros on 10/1/26

And the deposit was canceled I contacted them both by email and via live chat and they don't know why the deposit was canceled

It has been 5 business days and they have not refunded my money. I am attaching the documents below.

Thanks

Γειά σας

Έκανα κατάθεση 27,50 ευρώ στις 10/1/26

Και η κατάθεση ακυρώθηκε επικοινώνησα μαζί τους και με email και μέσω live chat και δεν γνωρίζουν για ποιον λόγο ακυρώθηκε η κατάθεση

Έχουν περάσει 5 εργάσιμες ημέρες και δεν μού επιστρέφουν τα χρήματα σας επισυνάπτω παρακάτω τα έγγραφα

Ευχαριστώ

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind that it’s a manual process that might take up to a month to resolve. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.

If the money got lost during the transaction, it will take some time before it’s credited to your casino account.

I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Tomas

Hello

Thank you very much for your help, I will contact the casino again and if I have any news I will let you know.

Γειά σας

Ευχαριστώ πολύ για την βοήθειά σας θα επικοινωνήσω πάλι με το καζίνο και αν έχω νεότερα θα σας ενημερώσω

Hello georgios04,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your reply.

Did the casino credit your deposit, or was it credited back to your bank account since your last post?

Please let me know

Hello

The money remains as it is on hold and I contacted them via live chat and they are asking me again for a PDF document of the bank account

Thanks

Γειά σας

Τα χρήματα παραμένουν όπως έχουν σε αναμονή και επικοινώνησα μαζί τους μέσω ζωντανής συνομιλίας και μου ζητούν πάλι έγγραφο PDF του λογαριασμού τραπέζης

Ευχαριστώ

Thanks for the update

• Could you please share with me your communication with the casino regarding the canceled deposit issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Looking forward to your update.

Dear georgios04,

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, Peter (peter.c@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,

Tomas

Hello there,

Thank you georgios04 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Coin Casino for their help in resolving this complaint. We would like to know what the issue is with the deposit and what we can do to help the player receive their funds.

Thank you!

Hello

I have sent the casino my monthly card statement from the bank for the month of January and it shows the payment to the casino.

However, the casino is asking me for a copy from 10/1/2026, when the deposit was made, to today, but the bank cannot do this.

Thanks

Γειά σας

Έχω στείλει στο καζίνο το μηνιαίο αντίγραφο λογαριασμού της κάρτας μου από την τράπεζα για τον μήνα Ιανουάριο και φαίνεται η πληρωμή προς το καζίνο.

Το καζίνο όμως μου ζητά αντίγραφο από τις 10/1/2026 που έγινε η κατάθεση μέχρι και σήμερα αυτό όμως δεν μπορεί να το κάνει η τράπεζα

Ευχαριστώ

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 georgios04,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. 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, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website (validator link). The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter