Coincasino.com - Η ανάληψη του παίκτη καθυστέρησε.

CoinCasino deducted my full balance after cancelling my withdrawal.

I used a $500 35x 7d deposit bonus. CoinCasino claims that I breached the bonus maximum bet rule because some bets above the permitted amount were placed while the bonus was active.

I understand that this is CoinCasino’s position. However, my complaint is not only about the alleged bonus breach. My complaint is about what happened afterwards and how the balance deduction was applied retroactively.

After the rounds CoinCasino refers to, the bonus was not stopped or cancelled immediately. I was allowed to continue playing many additional rounds. The wagering requirement was later completed, and the bonus appeared in my account as "Wagered", with 0.00 remaining.

After that, the funds appeared available as real cash balance. I continued playing after the bonus appeared completed and generated additional winnings. I was then allowed to request a withdrawal of $300.

At first, the withdrawal/transaction appeared as paid or processed, which is why I contacted live chat asking why the money had not reached my bank account. During live chat, the agent acknowledged that the transaction appeared as "Paid".

Later, the transaction history changed. The withdrawal was shown as "Cancelled", and a separate "Balance Deduction" of $300.38 was marked as "Paid".

CoinCasino then removed the full balance, including winnings generated after the bonus had already appeared as completed/wagered and after the funds had appeared available as real cash balance.

CoinCasino has only repeated that bets above the permitted amount were made while the bonus was active. They have not properly explained why their system allowed the bonus to continue, allowed the wagering to be completed, allowed the funds to appear as real cash balance, allowed further gameplay, allowed a withdrawal request, and showed the withdrawal as paid/processed before later cancelling it and deducting the full balance.

I am requesting the return of the deducted balance of $300.38, or at minimum an independent review of the retroactive balance deduction, the handling of the withdrawal, and the winnings generated after the funds appeared as real cash balance.

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.

Dear emanuellaiolo,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center