Coins.Game Casino - L'account del giocatore rimane aperto nonostante la richiesta di autoesclusione.

Hello,

i have asked the Coinsgame support to close my account forever because i am gambling addicted. Even thought i wrote this, they still made it possible for me to reopen my account and deposit plenty of times.

I have everything screenshotted, also the chat where i wrote them that.

I want my deposits from the date, where i wrote them that i am gambling addicted and i want it to be closed forever, because coins.game let me deposit even though they knew i am gambling addicted.

I have attached the screenshots, of the chat, and all the deposits from the 10th December. The day where i wrote it to be closed.

Thank you

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Coins.Game Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Have you followed the support's instructions partially or in full regarding the self-exclusion process?
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you contact the casino again with a self-exclusion request via email at [email protected], and at the same time, include me in the copy of the email at [email protected]

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Coins.Game Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello,

I will now provide all the necessary information, including the dates. I have taken many screenshots, in case they are needed.

On December 10, 2025, I clearly wrote via live chat, quote: "Hello, I'm excluding my account forever because I'm a gambling addict. Thanks, bye."

I was then told to do it myself in the settings. Which I did, and after 24 hours I was able to access my account normally again. It's quite clear, according to me, that the casino did nothing. In my 15 years of playing online casinos, this is the first time a casino hasn't closed my account after I wrote something like this in the live chat.

This was followed by several more days where I made a lot of single deposits and played, since I could log in again after 24 hours and play and make deposits.

Therefore, on Wednesday (December 24, 2025), I wrote an email directly to them, to email " [email protected] ", with the following content, quote:

Hello,

i just want to tell you guys that i opened a Casino Guru Complaint. I wrote you guys 2 weeks ago (10 December) to close my account forever because I am gambling addicted. You guys didn't follow that and still let me reopen my account and deposit plenty of times. I want all my deposits back from that date (10 December), then I will take back the complaint. If you guys don't want to cooperate, I will let it on casino guru and they will publish it and contact you guys. Because I know that I'm in the right here and you guys should have closed it.

I also have everything screenshotted, just so you know.

Thank you."

There was no response whatsoever. No reaction was received. Consequently, I made FURTHER deposits. The account wasn't closed, and unfortunately, I have serious gambling problems.

And on Thursday (December 25, 2024), the very next day, I sent another email and used live chat, repeatedly asking them to close the account immediately. The response was, "We haven't received any emails from you." That's a complete lie. If you're using Outlook and it doesn't show a failed email, then the email was 100% successfully sent. That's how Outlook works. Finally, late that night, after I'd lost a huge amount of money and sent them a screenshot of the complaint, my account was finally closed. Before that, without proof of the complaint, nothing was done.

Therefore, with your help, I would like to get my deposits back from the date I first wrote to them that I am a gambling addict and that they should therefore close my account permanently.

If you believe that my live chat message is insufficient, even though it has always been sufficient in all other casinos, then I request that you at least refund the deposits starting from December 24, 2025, the date on which I clearly and unambiguously sent an email. I have screenshots of all transactions from December 10, 2025 onwards, screenshots of the live chat, and screenshots of the emails as proof. Literally everything.

Thanks

Hallo,

ich werde nun alle erfolderlichen Informationen mit dem Datum geben. Ich habe sehr vieles gescreenshottet, falls diese gebraucht werden.

Am 10 Dezember 2025 habe ich via Live-Chat ganz klar geschrieben, Zitat: " Hello, self exclude my account forever because i am gambling addicted. Thanks, bye"

Darafhin wurde mir gesagt das ich es selber in den Einstellungen machen soll. Was ich dann gemacht habe und nach 24 stunden konnte ich wieder ganz normal in mein Konto rein. Es wurde ganz klar nach meiner Aussage nichts von dem Casino unternommen. In meinen 15 Jahren Online Casino ist dies das erste mal das ein Casino nachdem ich im Live chat sowas schreibe, mein konto nicht geschlossen hat.

Darauf folgten weitere Tage wo ich viel Einzezahlt und gespielt habe, da ich mich ja dann nach 24 stunden wieder einloggen und spielen sowohl einzahlen konnte.

Deshalb habe ich dann am Mittwoch (24.12.2025) direkt eine Email an die geschrieben, an Email "[email protected]", mit folgendem Inhalt, Zitat:

Hello,

i just want to tell you guys that i opened a Casino Guru Complaint. I wrote you guys 2 weeks ago (10 December) to close my account forever because i am gambling addicted. You guys didnt follow that and still let me reopen my account and deposit plenty of times. I want all my deposits back from that Date (10 December), then i will take back the complaint. If you guys dont want to cooperate, i will let it on casino guru and they will publish it and contact you guys. Because i know that im in the right here and you guys should have closed it. 

I also have everything screenshotted, just so you know. 

Thank you."

Daraufhin kam garkeine Antwort. Es wurde nicht darauf reagiert. Dementsprechend kamen WEITERE Einzahlungen rein von meiner Seite aus. Das konto wurde ja nicht geschlossen und ich hab halt leider krasse spielprobleme.

Und am Donnerstag (25.12.2024) den Tag darauf habe ich noch mal eine E-Mail geschrieben. Und Live Chat. Wo ich die mehrere mal darauf angesprochen habe es nun sofort zu schließen. Und darauf kam dann die Antwort " Wir haben keine E-Mails von dir erhalten". Das ist komplett gelogen. Wenn man Outlook verwendet und es NICHT angezeigt wird das es fehlgeschlagen ist, dann ist die E-Mail 100% erfolgreich gesendet worden. So funktioniert Outlook. Ganz am Ende in der späten Nacht, nachdem ich dann ein riesen Haufen an Geld verloren und denen ein Screenshot vom Complaint geschickt habe, wurde auf einmal mein Konto tatsächlich geschloßen. Davor, ohne den Beweis des Complaints, wurde garnichts gemacht.

Deshalb möchte ich mit eurer Hilfe meine Einzahlungen zurück erhalten von dem Datum wo ich das erste mal denen geschrieben habe das ich spielsüchtig bin und deshalb diese bitte für immer mein Konto schließen sollen.

Falls ihr meint das meine Live-Chat Nachricht NICHT ausreichend ist, obwohl das immer in allen anderen Casinos der Fall war, dann bitte ich euch zumindestest ab dem 24.12.2025, wo ich klar und deutig eine Email geschrieben habe, da die Einzahlungen zurück zu erhalten. Ich habe von allen Transaktionen ab dem 10.12.2025 ein Screenshot, vom Live Chat ein screenshot und die Mails ein Screenshot als Beweis. Wortwörtlich alles.

Danke

Hello alpsko,

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 the detailed explanation.

Could you please explain what steps you took to open your account again?

Were you in contact with support when reopening your account in the casino?

Please share any relevant screenshots with me at [email protected]

Did the casino respond to your refund requests? What did they say?

Thanks in advance for your reply and cooperation.

Hello Tomas,

thanks for the answer. I just have sent you all the Screenshots via email.

• I wrote the Live Chat and Emailed them to close my account forever because i am Gambling addicted.
• Yes i were in contact with the support. They always just answered me to go to settings and do it myself there. Which i did, but it always got re-opened after 24 hours.
• The Casino ignored my request for refund. They literally didnt care at all whatsoever.

In the Screenshots of the Emails, you can see the Date in the top-right corner. The date when i have sent it to them. These were all AFTER the Live-Chat message from my side on 10th december. So they knew of my gambling addiction since the 10TH DECEMBER.

In the end after plenty of Emails and Live chat messages, and threats that i will open a casino guru complaint, they closed it after literally nearly 1 month of the first request.

Thanks.

Dear alpsko,

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, Martin ([email protected]). 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 alpsko,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to ask you to send one more email, precisely mentioning self exclusion and gambling issues to the casino again. I would also like to invite the Coins.Game Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? As the player has issues with gambling, please block his account as soon as possible.

Thank you in advance for closing the account and providing us with your view of the issue. In case there is any additional evidence/information you would like to present us, please send it to [email protected]