Coincasino.com - プレイヤーの出金はブロックされ、アカウントは閉鎖されます。

I would like to file a complaint against CoinCasino for blocking my withdrawal and closing my account without providing clear verification requirements.

First, deposits worked perfectly, but when I tried to withdraw, the casino suddenly required KYC verification despite advertising that verification is "not required."

The Veriff system repeatedly failed, even though my device and internet connection were functioning normally.

After many failed attempts, I finally completed the ID verification.

Then the casino requested proof of address.

I submitted documents exactly in the formats they specified (bank statements, payment statements, etc.), but every submission was rejected.

When I asked for clear criteria—what exact elements must appear on the document—they refused to explain and continued sending the same generic template responses.

They never provided a checklist or any specific guidance.

I informed them that I would escalate the issue to AskGamblers and Casinoguru if they continued rejecting documents without explanation.

Shortly afterward, they closed my account before I could submit anything else, making withdrawal completely impossible.

In summary:

• The casino advertises "no KYC," but forces verification only at withdrawal.

• Veriff repeatedly failed for reasons unknown.

• Proof of address was rejected with no explanation.

• The casino refused to specify which requirements must be met.

• After I questioned their process, they closed my account and blocked my withdrawal.

I believe this is deliberate withdrawal blocking.

I request Casinoguru to investigate this casino and evaluate whether a warning or penalty is appropriate.

I was never allowed to make a single withdrawal.

Thank you for your assistance.

Since my actual country of residence cannot be selected, I temporarily chose Curaçao, but I currently live in Japan.

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 this complaint. I'm sorry to hear about the problem you're experiencing. According to the Terms and Conditions of Coincasino:

9.3. We reserve the right to request photo ID, address confirmation or perform additional verification procedures (request your selfie, arrange a verification call etc.) for the purpose of identity verification prior to granting any withdrawals from your Account. We also reserve our rights to perform identity verification at any time during the lifetime of your relationship with us.

• Could you please specify which documents you provided as your proof of address? Do these documents contain all the personal information that matches the details in your casino account?
• Have you filled out your profile in Japanese or in English? Are the documents you submitted to the casino in English or Japanese?
• Have you received any emails after your account was blocked explaining the reason for this decision? Was your account blocked permanently, or only temporarily until your verification is completed?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika