Coins.Game Casino - Das Spielerkonto wurde geschlossen und die Gewinne wurden eingezogen.

Good morning. I started playing at this casino on August 21st, making small deposits of around $30. I played there every day until the 25th or 26th of this month, when, after making an $80 deposit and playing for a while, I managed to increase my balance to $200. It was already night, so I decided to withdraw the money, and while I watched it being processed, I decided to go to sleep. When I woke up the next morning, I saw that the withdrawal had been canceled. When I contacted support, they told me I had to complete KYC to access my funds. I started the verification process, sending all the documents they requested (like my ID). They told me that this process takes about 48 hours, so I waited. This morning when I woke up and checked my account, I saw it had been banned with the money still in it, and I couldn't access it. After spending all morning talking to support via email and the coins.game website, they finally made it clear that I'd been scammed and they weren't going to return my money. My actual winnings at this casino were only about $20, since my total deposit was $180. My account is blocked, and they basically told me, in other words, that they're keeping my money because they feel like it.

Buenos dias. Empece a jugar este casino el dia 21/08, haciendo pequeños depositos de unos 30 dolares aproximadamente. Estuve ahi jugando todos los dias hasta el dia 25 o 26 de este mes, que tras realizar un deposito de 80 dolares y estar un rato jugando, consigo subir mi saldo a 200 dolares, ya era de noche, asi que decido retirar el dinero y mientras veo que esta en procesamiento decido ir a dormir, al despertarme a la mañana siguiente veo que el retiro ha sido cancelado, al contactar con soporte este me dice que debo compeltar el KYC para poder acceder a mis fondos. Me pongo a completar la verificacion, mandando todos los documentos que me estaban pidiendo(como DNI). Me dicen que ese proceso se tarda unas 48 horas, asi que espero. Hoy al despertarme y mirar veo que mi cuenta ha sido baneada con el dinero dentro y no puedo acceder a ella, tras estar toda la mañana hablando con soporte a traves de email y la pagina web de coins.game, me acaban dejando claro que me han estafado el dinero y no me lo van a devolver. Cuando mi ganancia real en este casino encima es de unos 20 dolares, puesto que mi total deposito es de 180 dolares. Mi cuenta esta bloqueada, y basicamente me han dicho con otras palabras que ellos se van a quedar mi dinero por que les da la gana.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Coins.Game Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Other than your ID, which documents were you asked to provide?
• Could you please confirm that you registered in the casino using accurate personal information?

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

Best regards,

Tomas

Could you tell us how long you were a casino player and exactly when your account was blocked?

I created the account this month on 21/08 and the account was blocked on 28/08 (90%, if not on the 28th it was on 27/08)

What games did you play to accumulate your current casino balance? (slots, live games, sports betting)

I started by playing some original games, increased my balance a little, and then placed a sports bet, which helped me reach nearly $200.

Did you achieve your current balance with the help of a bonus?

No, my entire balance was earned through my deposit money; there were no bonuses.

Besides your identity document, what other documents did they ask you to present?

None, the KYC verification on their website was giving me problems, so I sent a photo of my ID card via email.

Could you confirm that you registered at the casino using correct personal information?

No, because autofill was enabled, some of my registration information was incorrect. Even so, I notified support and did everything I could to prove my identity. They still refused to identify me or refund my money.

¿Podría indicarnos cuánto tiempo fue jugador del casino y cuándo exactamente se bloqueó su cuenta?

Me cree la cuenta este mes el dia 21/08 y la cuenta fue bloqueada el 28/08 (al 90%, sino fue el 28 fue el 27/08 )

¿A qué juegos jugaste para acumular tu saldo actual en el casino? (tragaperras, juegos en vivo, apuestas deportivas)

Empece jugando algunos juegos originales, subi un poco mi saldo, y despues hice una apuesta deportiva, con la cual consegui llegar a cerca de esos 200 dolares.

¿Lograste tu saldo actual con la ayuda de una bonificación?

No, todo mi saldo fue ganado mediante el dinero de mi deposito, no hubo nada de bonos.

Además de su documento de identidad, ¿qué otros documentos le pidieron que presentara?

Ninguno, me estaba dando fallos la verificacion KYC en su pagina web, asi que mande foto de mi DNI por el correo electronico.

¿Podría confirmar que se registró en el casino utilizando información personal correcta?

No, al tener el autorellenar activado, alguna de mi informacion de registro estaba incorrecta. Aun asi avise al soporte e hice todo lo posible para demostrar que era yo. Aun asi se negaron a identificarme y a devolverme mi dinero.

Thanks for the confirmation.

Please note that you are required to register with correct, verifiable information. We recommend that you fix any discrepancies before you deposit and play to prevent similar issues.

Could you please explain to what extent the personal information in your profile was entered incorrectly?

Provide a detailed explanation here or to my email at tomas@casino.guru

Thanks in advance for your reply.

Hi, well, my name and surname were wrong, I hadn't noticed. While I was depositing and playing, there was no problem with the information being incorrect. They only asked me to verify all the information when I wanted to withdraw my money. Never before, while I was depositing and playing, did they tell me there was any problem with my information. It was only when I won and wanted to withdraw my money that they said they were going to keep all my deposits and winnings because the information was wrong. It seems their only intention from the beginning was to steal my money. If I can't have an account there, at least let me withdraw my balance. Why should they keep my money?

Hola, pues estaba mal el nombre y apellidos, no me habia dado cuenta, y mientras estaba depositando y jugando no habia ningun problema con que la informacion estuviera mal, solo me pidieron verificar toda la informacion cuando yo queria retirar MI DINERO, nunca antes mientras depositaba y jugaba me dijeron que habia algun problema con mis datos. Solo fue cuando gane y quise retirar MI DINERO cuando dijeron que se iban a quedar todos mis depositos y mis ganancias porque los datos estaban mal. Parece que su unica intencion desde el primer momento fue robarme mi dinero. Sino puedo tener una cuenta alli, al menos que me dejen retirar mi saldo. Por que deben ellos quedarse mi dinero?

Thanks for the clarification.

The personal information you use when creating an account must match the personal information on your documents. I am afraid that if your player profile was filled out with a completely different name and family name, you made a mistake in a way we can't help you.

If you make a similar mistake, you need to contact the casino and ask them to fix the error before you deposit and play. Playing with incorrect personal information will cause you similar issues with any casino that requires you to undergo verification.

According to our gambling codex: https://casino.guru/guide/fair-gambling-codex-for-players

Only use your own name and correct personal details (address, contact information, etc.) when creating a casino account.

According to the casino's terms and conditions: https://coins.game/?&rules

2.2.3. By registering an Account on the Website, you agree to provide your legal name. We may take steps to verify the accuracy of the information you provide. You may not change this information, but there are instances in which you may individually request a data change by contacting the Website support team, such as a few character error.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.