Topic: COINS.GAME – IRRESPONSIBLE GAMBLING (Read 275 times)

That's surely an error message that pops up after clicking on an expired self-exclusion link. And I think he saw it after his initial 24-hour exclusion.

What I believe happened.

1. OP requested self-exclusion.
2. He got his account frozen for 24 hours.
3. Once the initial ban ended, he gambled again.
4. He then went back to request an extension and self-exclude again. It didn't work for one or two reasons. 1) The link expired (as seen in one of the screenshots, the links don't last forever). 2) He gambled after his initial 24-hour exclusion, signaling he doesn't want a new self-exclusion.   

Help us here by telling us again how many times do you exactly ask for self-exclusion and what did you do after it? Because from what I can get from your narrative is that you emailed self exclusion to their tech support and had a chat with their live support [evidenced by the statement that the live support see that you've submitted an email], you got a 24-h cooldown [whether this cooldown happen before, during, or after the screenshot with the live support is unknown], got another email asking if you want to extend your self exclusion, you played for a while, came back to that email only to find it invalid, and then asked live support for help and they told you to wait, and then this scam accusation arise. In other words, once. So, it'll be very helpful if you can inform us how many times exactly you asked for self-exclusion and slapped with an error page. While we're at it, if you can provide a screenshot of support telling you to wait for few days, it'll be very helpful, and will be even better if you can provide one with a timestamp so we can get a better timeline here?

I also not sure I understand this screenshot [mostly because I am not performing a self-exclusion there so I have no idea what or when will this message appear], but is this message come after your failed self exclusion or this is the message about your first failed self exclusion?

My issue was that their system glitched. I coudn't self exclude myself. I don't know what happened, but I recieved broken link each time.

Not my fault, as I told to CG representative - if smth can go wrong, it'll go wrong. That's why some casinos don't add Bitcoin Cash as payment method, because they aware of people who could think that this is the same that Bitcoin.

My complaint was about that they didn't try to close my account. Unless, casinoguru helped me with that. And their email [email protected] - it's live-chat support, not the technical one. Technical support connects only when live support agent will ask them.


I wrote negative reviews on them only after representative told me that this is only my fault. They really need to learn business. You can't tell that your customer is stupid even he is stupid and deposited money to the wrong adress.

I can't be sure what's really happening on their back-end, but from what I can conclude from your narrative and the screenshots you provide, you asked live support for self exclusion, some casino might have this method for such request, but apparently they don't, their live support doesn't have the power to process your self exclusion, it must be done through their technical team, of which you were instructed to send your email to.

Your problem here lies on the fact that after their cool-down period, upon being asked if you want to proceed with the self exclusion [and how long], you played for a while. I am not sure which action triggered the expiration of the self exclusion link, the time or that you played, but suppose you proceed with the self exclusion right away, I am sure you'll see and get what LM get; the self-exclusion being processed.

Imagine it this way, you ask for a fast, and your wife or your mother or whoever cook for you, agreed to let you fast for a few hours [or maybe a day], and later on, when they ask if you still want to proceed with your fasting and that they'll wait for your answer in few hours, you took a meal, and only later on come back and said, "hey, I want to proceed with the fast, this time permanently." can they be blamed if they assume you've decided to stop fasting from your previous action?

So yeah, from that perspective, I have to agree that there is no bug from their system.

As for how the magic happen, it's because the representative here [or the one on CG, if they're not the same people] must have a higher authority than the live support that they can issue an exclusion on your account, which probably also the reason why he asked your username.

Ultimately, let's break it further down again. Your issue here is that you feel the casino cheated or will cheat their user because their self-exclusion method doesn't work. Well, it works, if the player asked for self-exclusion and stick to their decision to self-exclude themselves on the entire process, there will be no expired link or the need to restart the whole procedire. So, unless I'm wrong with the narrative and there's another thing that I missed, there is no issue here.

Well, after I created complaint at casino.guru and CC'd in self-exclusion email casinoguru's representative, the magic happened. They blocked me for lifetime, even though they didn't have that amount of time in their "manual self-exclusion".

I like that kind of magic, when casinos change their opinion. Sad, that this casino DON'T CARE about reputation here.

So please tell, what was the problem for their talking head here block me right after he asked me for my nickname in casino?

Exactly, OP's complaint here is that the casino being irresponsible by not allowing a self-exclusion, with a supporting evidence that the link is invalid, argued that the casino tries to scam their customer by making this self-exclusion impossible, that he can't self exclude after he won. But if what happened here is that he can't self-exclude after a cool-down period because he played right after that cool-down period is over, or that the link expires because he played, it's not an issue at all, it's a stupidity. LM tried the self-exclusion himself and it worked smoothly, proof that the representative's claim that there is no bug in their system is true. So, no scam happens here, and this thread is nothing but... well...

Just like when you request a password reset or a 2FA code over email, the link won't be available forever. Depending on what it is you are requesting, it could be available for 10 minutes, an hour, a whole day, or any other time period the service sets. When that time expires, you can't revisit the old link anymore, and you have to request a new one.

Do I understand the chronological narrative was that you contacted live support and ask for self exclusion, which they redirect you to email the support team with such request, they then issued you a 24 hours cool-down, of which after the cool-down, you can extend the period to permanently [or any other time you preferred] if the request is submitted within certain period after the email asking about this to you was sent, so you play there for a while before re-visiting the email and try to request the permanent self-exclusion, which no longer works?

I'm managing a campaign for them here (it was a must-check for me). I have helped a few members to solve their legitimate issues. They have been cooperative. They have also shared little incentive with a few players who faced problems with their platform.

Thanks for checking if it indeed works. I don't mind doing the same thing with a dummy and throwaway account just to see the results. If OP keeps insisting that it doesn't work, I invite everyone who is interested to verify such claims to do the same. Register an account and see if you can self-exclude yourself or not.

To make sure their self-exclusion is working perfectly as the way they designed, I checked the process and locked myself for 24 hours first and after the cooldown 24-hour period, I was able to lock my account for 3 days (this can be any time frame including forever). As above said, OP somehow messed up or tried to take advantage of the system but it's a failed attempt.

My friend no one sadly acknowledges addiction in this forums. I got the same replies as you. They say don't gamble then. Casinos have no fault huh?🤡🤡🤡

I contacted they by their email adress, this is the adress of live support.

Ofc I won't quit gambling, because its hard to do. I can stop gambling for a few months, or even a year. But in one day I'll gamble again. This is the way. But this fact doesn't allow the casino to not block me.

Again, please read complaint to the coins.game. Same situation but i didn't get my paycheck yet. And complaining about this casino helps me to hate it and avoid it. Because as I'm aware if you do BS on casino, it may block you when you'll win big.

Do you even know what addiction is? Or RG rules that casinos should apply to get licenses. I don't think so.

That's their live support. The screenshot you posted in the OP is your conversation with a support agent on their live chat. Send an email to the email address I posted in my previous post.

I didn't think you would.

Perhaps, but that's questionable. Going around and betting on different casinos doesn't show you want to quit. Perhaps you have self-control to prevent big losses but you aren't looking to stop gambling, and losing is a big part of the game.   

Yes, this is adress of their support without any privileges.

I won't trust a casino that has no self-exclusion or rigged self-exclusion feature. On this instance you should man up and stay away from them, since withdrawal for you is not an issue.

I guess support agents on that casino do not have the privileges to lock your account on your behalf even if you gave them your permission to do it on your behalf. This is most likely why they told you to do it by yourself.
Did you send them an email to the address mentioned above? If you did and they still refuse to help you then you should stop playing there and move to a better casino which cares about its customers.

Their support tells that I should do it by myself. Nothing new. For now I can't even self-exclude myself for 24-hours, as their system glitched. And all new links that I create are already expired.

I won't quit gambling, but that saves from losing big sums of money. For example, If I never self-excluded myself from Stake, Bitstarz, Bitcasino, BC Game, I could lose there a really big sums of money and do bad things for life such as selling car, etc. Instead, when I'm playing in new, shitty casinos, I lose like 300-600 usdt/month. When I win in that casinos, I'll dep more in next month, so self-excluding is my way to prevent losing money.

Their self-exclusion rules state that you need to email [email protected] and tell them for how long you want to be excluded. So do that.
The screenshot you posted says that if the self-exclusion isn't completed in time, you will have to restart it. That means, you can't go back and click on the old link and expect it to work. You need to do the same steps that lead to you receiving the information in the self-exclusion email.

Let me ask you something and try to answer honestly if you can. If and when you get excluded from Coins.Game, will you stop gambling forever?