Coins.Game Casino - A retirada do jogador está atrasada devido a problemas de verificação da conta.

i won 6000 dollars on august 9th. i deposited 800 dollars and used 100% match bonus and played money cart. now I've been trying to get verified multiple times and they are giving me a really hard time. i submitted all the live selfies and ID submission 3+ times already and they keep declining my proof of address even though it is 100% valid , it is a government utility bill with my full name and address dates from august. they aren't giving me a reason why they aren't accepting it and i don't really have another valid proof of address.

on their terms it says they can manually check the verification documents if players have difficulty using their 3rd party software and they aren't respecting that part of their terms whatsoever. I've contacted them multiple times on email and live chat and they haven't helped at all.

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Dear vessjab,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise which documents you have already provided and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please provide the exact date of your initial verification request?

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

Best regards,

Katarina

Could you please advise which documents you have already provided and when exactly did you send the last one?

-ive provided a government issued proof of address (utility bill ), my passport ID, and a live selfie submission 3 twice. i also have the bank statement in which i have proof of deposit to the casino.

Have you provided all the required documents as soon as possible and in the correct format?

-yes they were all 100 percent in the correct format. the casino refuses to tell me why they arent accepting the documents.

Could you please provide the exact date of your initial verification request?

• it was around august 12th.

ive also attached all the communications on email with them .

Dear vessjab,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots. Kindly include the screenshots from your previous messages as some of them arrived blurry and unreadable.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

hey i sent you all the communications via email

Thank you very much, vessjab, for your cooperation. I will now transfer your complaint to my colleague Barbora (barbora.p@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello vessjab,

I am sorry to hear about your troubles. I am Barbora and I will be taking care of your complaint from now on.

I would also like to invite the Coins.Game Casino representative to enter the discussion. Dear casino representative, could you please check the case and explain to us what happened? What is the issue with the documents vessjab provided? Alternatively, can you give us some guidance on how to proceed?

Hello, Barbora!

We've sent you an email with screenshots of what the player submitted, what needs to be sent, and what isn't accepted.

We look forward to your response.

Dear Casino,

I’ve contacted you via email regarding this case. Please kindly check and confirm once possible.

Dear Player,

I’ll update you as soon as I receive any new information from the casino.

Best regards,

Barbora

Hello.

We have responded to your email.

Hello.

We've responded to your email again.

Dear Casino,

Thank you for the information. I’ve received your email.

Dear Player,

Please send me the utility bill you sent to the casino to my email (barbora.p@casino.guru) for review.

Best regards,

Barbora

i sent you the exact utility bill i sent to them back in august

Dear player,

Thank you for providing the document. I confirm that I have received your utility bill. We will now proceed with the internal evaluation and contact the casino for further clarification regarding the verification issue.

I will update you as soon as new information becomes available.

Best regards,

Barbora

Dear Casino,

An email has been sent to your team. Please kindly check and confirm once possible.

Best regards,

Barbora

Hello, Barbora.

We've sent you an email with a response.

Dear Casino,

Thank you for your message. I confirm that I have received your.

Dear Player,

I’ve sent you an email, please check your inbox.

Best regards,

Barbora

ive replied to your email

Dear player,

Thank you for your message and for providing the additional information. We appreciate the update.

Dear Casino,

I have sent you an email regarding the player’s latest verification update.

Best regards,

Barbora

Hello.

We've sent you an email.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear vessjab,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Barbora