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I play at CoinCasino (coincasino.com) under the username SOPHIERAIN (email: sophierain627@gmail.com (Name: Adam Gaaloul). The casino is refusing to pay out my balance of approximately 7,158 TRX.

Problem sequence:

• All my deposits were processed immediately and without any problems (status "Paid").

• I was asked to verify my identity before receiving the payout. I completed this entirely through Veriff.

• On June 6, 2026 at 5:07 PM, I received from support@coincasino.com I received an email with the subject line "ID Verification Successfully Completed – Ready to Play?", confirming in writing that the verification was successful.

• The employee "Harley" also confirmed to me verbatim in the live chat: "I am happy to inform you your ID has been verified successfully."

• Despite this double confirmation, my withdrawal requests were rejected:

• 6,970.77487 TRX on June 6, 2026, 5:08 p.m. → Status: Rejected (Transaction ID c84f4f04-7…)

• 4,000.00000 TRX on June 6, 2026, 3:23 PM → Status: Rejected (Transaction ID 719d8b24-…)

• Payout address: TWKY5gjasBLsoGm8jy3vGXm1YnueqJTW7P

• After the rejection, my verification status was reset to "not verified" without explanation. I am now being asked again to submit my data and ID ("To continue, we need to verify your ID. Please update your information!").

For over an hour now, I've only received evasive, standard answers in the live chat ("Our team will check your ID as soon as possible," "We will update you," "Rest assured our team is working to process your withdrawal"). No one is giving me a concrete reason for the rejection or for resetting my already confirmed verification.

I find it incomprehensible that deposits work instantly, but withdrawals are repeatedly rejected – even though successful verification was explicitly confirmed to me both via email and in chat.

My request: I am asking for your support so that my legitimately earned payout of approximately 7,158 TRX is finally paid out. I have screenshots of the confirmation email, the chat logs, and the rejected transactions, which I will gladly provide.

Ich spiele beim CoinCasino (coincasino.com) unter dem Benutzernamen SOPHIERAIN (E-Mail: sophierain627@gmail.com, Name: Adam Gaaloul). Das Casino verweigert mir die Auszahlung meines Guthabens von aktuell ca. 7.158 TRX.

Ablauf des Problems:

• Meine Einzahlungen wurden alle sofort und problemlos verbucht (Status „Paid").

• Für die Auszahlung wurde ich aufgefordert, meine Identität zu verifizieren. Das habe ich vollständig über Veriff durchgeführt.

• Am 6. Juni 2026 um 17:07 Uhr erhielt ich von support@coincasino.com eine E-Mail mit dem Betreff „ID Verification Successfully Completed – Ready to Play?", in der mir die erfolgreiche Verifizierung schriftlich bestätigt wurde.

• Auch im Live-Chat bestätigte mir der Mitarbeiter „Harley" wörtlich: „I am happy to inform your ID has been verified successfully."

• Trotz dieser doppelten Bestätigung wurden meine Auszahlungsanträge abgelehnt:

• 6.970,77487 TRX am 6. Juni 2026, 17:08 Uhr → Status: Rejected (Transaction ID c84f4f04-7…)

• 4.000,00000 TRX am 6. Juni 2026, 15:23 Uhr → Status: Rejected (Transaction ID 719d8b24-…)

• Auszahlungsadresse: TWKY5gjasBLsoGm8jy3vGXm1YnueqJTW7P

• Nach der Ablehnung wurde mein Verifizierungsstatus ohne Erklärung wieder auf „nicht verifiziert" zurückgesetzt. Ich werde jetzt erneut aufgefordert, meine Daten und ID einzureichen („To continue, we need to verify your ID. Please update your information!").

Im Live-Chat erhalte ich seit über einer Stunde nur ausweichende Standardantworten („Our team will check your ID as soon as possible", „We will update you", „Rest assured our team is working to process your withdrawal"). Einen konkreten Grund für die Ablehnung oder für das Zurücksetzen meiner bereits bestätigten Verifizierung nennt mir niemand.

Es ist für mich nicht nachvollziehbar, dass Einzahlungen sofort funktionieren, eine Auszahlung aber wiederholt abgelehnt wird – obwohl mir die erfolgreiche Verifizierung sowohl per E-Mail als auch im Chat ausdrücklich bestätigt wurde.

Mein Anliegen: Ich bitte um Ihre Unterstützung, damit meine rechtmäßig erspielte Auszahlung von ca. 7.158 TRX endlich ausgezahlt wird. Screenshots der Bestätigungs-E-Mail, der Chatverläufe und der abgelehnten Transaktionen liegen mir vor und reiche ich gerne nach.

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 CCcash,

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

Dear CCcash,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear CCcash,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru