Coins.Game Casino - O pedido de saque do jogador foi atrasado e a conta suspensa.

I registered with this casino on 1 June and participated in their welcome promotion. After winning, I requested a withdrawal. Throughout my gameplay, I only played bonus-friendly slots and never exceeded the maximum permitted bet stated in the promotion's Terms & Conditions.

After requesting my withdrawal, I was asked to complete facial verification, which I did immediately. A few days later, I was also asked to provide proof of address. I submitted the requested document and was informed that my verification was under review and could take up to 15 days.

During this period, I contacted live chat almost daily for updates. Each time, I was simply told to wait. I remained fully cooperative throughout the process and repeatedly asked whether any further documents or information were required. At no point was I informed that anything was missing or that I had failed to complete the verification process.

Eventually, after contacting live chat again, I was told that my account had been permanently suspended because I had not completed verification (see attached screenshot). This was completely false, as I had submitted every document requested, completed facial verification, and repeatedly asked whether anything further was needed.

I contacted the casino by email seeking clarification. They replied:

"At the moment, your account is still undergoing a security review.

Since access to the account has been temporarily restricted during this process, there may have been some confusion, and the agent you spoke with may have mistakenly referred to the account as 'blocked.'

We sincerely apologize for this misunderstanding and appreciate your understanding.

To clarify, your account has not been permanently blocked; it is currently under review by our specialists."

This directly contradicted what I had been told via live chat.

After waiting several more days without any update, I contacted them again. This time, they cited sections 7.5, 9.2, and 9.3 of their Terms & Conditions relating to fraud, collusion, and other prohibited activities, stating that my withdrawal would not be processed and my funds would be confiscated.

However, they did not explain what I had allegedly done, provide any evidence, or identify which specific rule I had supposedly violated. Instead, they simply quoted broad terms relating to fraud and collusion without applying them to my case.

I categorically deny these allegations. I have not engaged in fraud, collusion, VPN usage, multi-accounting, or any other prohibited activity. I complied with every verification request, followed the promotional Terms & Conditions, and have been willing throughout to provide any additional information required to verify my identity or the legitimacy of my play.

The casino has given me contradictory explanations—first claiming I had failed verification despite my full cooperation, then admitting my account was merely under review, and finally accusing me of fraud without providing any evidence or meaningful explanation.

I respectfully ask that this matter be investigated and that the casino be required to explain the specific basis for its decision or, if no breach has occurred, release my account and process my legitimate withdrawal. This has been an unnecessarily long, frustrating, and distressing experience despite my full cooperation at every stage.

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Which documents were approved and which were not, to your knowledge?
• Has the casino indicated that there might be a problem with approving specific documents?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?

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,

Attila

Hello, thank you for your response. Here are the answers to your questions:

• To the best of my knowledge, my passport and liveness check were approved, as shown in the screenshot I attached to this message. I am unsure about the status of my proof of address, as the casino never informed me whether it had been approved or rejected. I would also provide transcripts of our numerous live chats, but the casino has refused to provide them, claiming that it is technically impossible to do so.
• No, the casino has never indicated that there were any issues with approving any of my verification documents, despite me specifically asking them about this on multiple occasions.
• As for my gameplay, I played two slot games: Jack the Giant Hunter and Book of Cats. According to the casino's bonus terms, Book of Cats is a bonus-friendly slot. Since my cash balance and bonus balance were kept separate, I used my cash funds to play Jack the Giant Hunter and my bonus funds to play Book of Cats.

Hello, are there any updates on my case?

Thank you for your reply. Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support?

You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

Hello, just sent the information to your email, thank you.

Hi, I would like to get some updates.

Hello user5643,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello. Thank you for the information, looking forward to hearing back from you.

Hello, any updates?

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Thank you for the update.

Dear user5643,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Coins.Game Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Dear Martina,

We have sent you an email regarding this complaint.

Kind regards,

The Coins.Game Team.

Dear Coins.Game Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

Hello, are there any updates on this?

Dear user5643, We are currently discussing the issue with the casino team, and there are still a few aspects that remain unclear to us.

Thank you for being so patient.

I see, thank you for your response!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.