Coincasino.pro - 플레이어 계정이 폐쇄되었으며 잔액은 몰수되었습니다.

Account closed and balance confiscated due to restricted country – after withdrawals were approved

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.

I am requesting:

– return of my remaining balance, or

– clear legal justification for confiscation, including evidence (IP logs, timestamps).

I ask Casino Guru to assist with this dispute.

I added screenshot with my balance before they closed my account.

And of course I have all deposits if if need it

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 TomaszKap,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand the situation completely.

• When exactly did you register at the casino?
• Have you filled out your profile with the correct personal information, including your country of residence?
• Have you passed the KYC verification, please?
• Have you accumulated your winnings with the help of bonus, please?

I would like to emphasize a very important fact from our Fair Gambling Codex: https://casino.guru/fair-gambling-codex-for-casinos#restricted-countries "The right thing to do is to check for restricted countries during the account creation process and to not allow players from restricted countries to register and play. If the casino knows about restricted countries and also knows the player's country of residence, it's not a big issue to enforce this rule. If the casino allows a player from a restricted country to play because it hasn't implemented this check, it should accept that it was the casino's mistake and pay out all winnings to the player despite the fact that they shouldn't have been allowed to play in the first place, provided that the player hasn't done anything else that's against the rules."

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

Best regards,

Katarina