Coins.Game Casino - 플레이어가 자체 제외 요청에도 불구하고 계정이 다시 활성화되는 현상이 발생합니다.

Hello everyone,

I played on coins.game from february 2025 till june 2025.

So my issue is next :

They have promocodes and bonuses every 6hours aprox.

Which led to me getting ultra addictive to playing.

I have wagered here arround 130.000€ and lost probably more then 9.000€.

I knew something is wrong with this site,

and i have requested permament selfexclusion many times,

they said everytime if i selfexclude i would not be able to return ever again and i will lost my progress.

They even gave me bonuses many times to stay,

like my VIP host even send me bonus code when i was selfexcluded.

On the site you can first request 24 hours cooldown and then you need to extend it.

I have selfexcluded on that way atleast 3 times,

also i have requested permament selfexclude via chat probably like more then 10 times,

in many cases they give me bonuses to stay, or eventualy they self exclude me permamently,

and i even ask them to note i dont want to be able to return on this site.

However, every time my addiction kicked in and i ask them on chat to allow me back, they would reactivate my account real quick.

Which led to big finanical loses.

I have selfexcluded in every month atleast twice.

I will be providing screenshots which prove i have been selfexcluded many times and they reopen account again.

On the last day i have had mental breakdown because of my financial situation and i rage on chat to my VIP host that site is rigged and i will be filling complaint, then he selfexclude me instantly as i requested, finaly! After more then 10 permaselfexclusion they won't allow me back, after i have said i will fill complaint to license provider.

Their bonus policy and luring players, and allowing me back led to me losing 9000€ ( probably more i cannot login to check)

) on their site, even they know they should have not allowed me back after first selfexclusion.

They want to squeeze as much as they can from their players,

and using addicitive techniques!

Because of them my life is destroyed and i won't finanicaly recover very long time.

I'm uploading screenshots of chats with my VIP host and other VIP hosts,

i will be sending same to their license provider,

also this is just a start i will take my time to collect other screenshots and evidence also.

Unfortunatley i cannot upload all screenshots in attachments because of limits.

Dear dzevadlj, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked the Self-exclusion section of the casino and have found the following information:

In case You are diagnosed with a gambling addiction or try to stay away from gambling for a different reason, we want to assist you to stay away from anything, that does nothing good for you. "Self-Exclusion" means, that You exclude yourself, out of Your own choice, from all gambling services. This exclusion cannot be undone for a set amount of time. If you wish to self-exclude yourself from gambling, please message our support and give them a time span between 6 months and 5 years. They also will explain you all future steps and what is needed from you.

email: [email protected]

Please keep in mind that Self Exclusion is permanent for the set time span and will not be undone for your own protection.

During Self Exclusion you are not allowed to create a new Account and every attempt to create a new Account during Self Exclusion is a violation of our Terms of Service and may result in the permanent ban of your original account.

Please specify if your casino account is still open? Have you contacted the casino support via email as required in the rules and explicitly informed them about your gambling addiction? Would you be so kind as to forward me all self-exclusion requests that you sent to the casino? My email address is [email protected]. 

Thank you very much in advance. 

Best regards, 

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello Natalia, they have closed and reopened my account multiple time.

Last time i said to my VIP host to selfexclude me i told him also i will complain to license provider as they let me come back every time which led to big loses and hardship with impulsive gaming.

I have selfexcluded from site manualy 2 - 3 times.

And VIP support from telegram selfexcluded me permanently probably like 7-8 times, and then next time when my addiction kicked in reactivated my account on simple request.

( even tho i asked them to note not to reactivate my account )

"Please keep in mind that Self Exclusion is permanent for the set time span and will not be undone for your own protection."

Contrary to your casino rules, my account was reactivated multiple times, probably more then 10 times,

which means casino was breaking their own terms and also license provider terms.

Due to that, i request full refunds of all my loses which happened after my first permanent selfexclusion.

Dear dzevadlj, can you please specify if your account is still open? If it wasn't blocked by the casino, first of all, I'd recommend that you request a self-exclusion as written in the relevant section on the casino's website by sending an email to [email protected].

When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day; hence, if it’s visibly marked, you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is gambling addiction.

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

Additionally, you can request a self-exclusion via the Anjouan Gaming Validation Page. Please, click on the license validator at the bottom of the casino's website and choose "Request Self Exclusion".

Please let me know if it will work for you. If you decide to send an email, please cc it to me at [email protected]. Thank you.

My account is currently disabled.

I'm not sure do you understand that the problem is they reactivated my account probably 10 times after selfexcluding me permanently.

Dear dzevadlj, I'm glad to hear that your account is now disabled. Please specify the date when you requested a self-exclusion for the first time. You wrote that your account was permanently closed 7-8 times or 10 times. Can you please share the confirmations about the permanent account blockage due to gambling addiction? Have you asked customer support to unblock your account each time, or were you just randomly checking if you were able to log in?

I have asked how the self-exclusion works in the live chat and just received the following instruction from an agent:

1. Go to the "Global Settings" section, scroll down to the "Self Exclusion" block, and click the "Request self exclusion" button.

2. An email will be sent to the address you provided during registration at coins.game, requesting confirmation of the self-exclusion. After confirming the self-exclusion, a 24-hour blocking period will begin.

3. After 24 hours, you will receive an email offering you to choose the duration of the account block. You can select a period from 3 days to permanently.

If you say that you blocked your account in the settings, then you should have received emails from the support to confirm your requests and check for the next actions after the 24-hour cool-off period was over. Please forward these emails to me at [email protected]. Thank you.

I have already provided you with those via email, same as i did upload screenshots here while making complaint.

I do understand casino.guru earns money by advertising casinos so i guess i wont be getting any help from you.

i will further escalate this to their license provider and law company in curacao.

If i have requested permament selfexclusion and told not to allow me ever again back they shouldnt be reactivating my account ever again.

Same they have stated in reply to my review, telling me accounts are not able to be reactivated manualy after being excluded permamently, which is a lie since they have reactivated my account many times, ofcourse on my request when my addiction kicked in, but that still is against their and license provider terms and conditions.

Dear dzevadlj, thank you for your patience while we carefully reviewed your case and the supporting screenshots you provided.

I understand how upsetting and frustrating this experience must have been for you, and I truly appreciate you taking the time to share your perspective. Responsible gambling is an issue we take very seriously, and we are always committed to thoroughly examining cases involving self-exclusion and player protection.

However, after reviewing your communication with the casino, particularly the chat history with your VIP manager, we have not found any clear indication that you requested a permanent self-exclusion after the end of your cool-off periods. On the contrary, there are multiple instances in which you confirmed to the casino that you did not have a gambling addiction and explicitly asked for your account to be reopened once the cool-off period ended. We can also see that you have never contacted a casino support via the email address [email protected], as instructed in the Self-Exclusion section of the casino.

While you now state that you asked for permanent exclusion several times, unfortunately, we could not find any specific evidence to support that claim in the material you submitted. In cases involving responsible gambling concerns, especially where refund requests are involved, it is essential that there be a clear and documented request for permanent exclusion, preferably with an explicit mention of gambling-related harm. Without that, we cannot reasonably ask the casino to take responsibility or return lost funds.

Given the available evidence, we regret to inform you that we are unable to uphold your complaint or continue the mediation. Should new, verifiable information become available, we would of course be open to reconsidering the case.

Please note that you also have the option to utilize our Self-Exclusion Assistance Tool. This tool allows you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm. 

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Regards,

Natalia