God of Coins Casino - A conta do jogador foi encerrada.

This casino is a scam. My account has now been closed, and I cannot withdraw the money that was left on my account. They are accusing me of not providing correct documents when I am the owner of the account and have sent exactly what they told me: the 3 month old bank statements prior to this day. Complete scam of a website. They have decided to steal my money, but overall, it's my fault for entering a website which is very unknown. Chat isn't giving me an answer, and I don't get any reply through email

Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with God of Coins 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?
• How did you learn about your account being blocked? Could you please share the email you received regarding the allegations against you? My email is tomas@casino.guru
• 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?

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 me how long you were a player at the casino and when exactly your account was blocked?

About a month and a half, and they closed my account a few days ago

How did you find out about your account being blocked?

When I logged into the account to check if it was already verified, I found that it was suspended.

I haven't received any email informing me about my suspended account, that was the last conversation I had, and after that, they don't answer any email.

What games did you play to build up your current casino balance?

A little bit of everything

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

No

¿Podrías decirme cuánto tiempo fuiste jugador en el casino y cuándo exactamente se bloqueó tu cuenta?

Alrededor de un mes y medio, y me cerraron la cuenta hace unos días

¿Cómo se enteró del bloqueo de su cuenta? 

Al meterme a la cuenta a comprobar si ya estaba verificada, me encontré que estaba suspendida

No he recibido ningún correo informándome acerca de mi cuenta suspendida, esa fue la última conversación que tuve, ya después, no contestan ningún correo

¿A qué juegos jugaste para acumular tu saldo actual en el casino?

De todo un poco

¿Lograste tu saldo actual con la ayuda de un bono?

No

Thanks for your reply and explanation of the situation.

• Could you please share the communication in which the casino accuses you of providing the wrong documents?
• Could you please clarify which documents you sent to the casino for verification of your source of funds deposited in the casino?
• Could you please clarify how much you deposited in the casino overall and which payment methods you used?

Send the information to my email at tomas@casino.guru or share it as a screenshot here.

I deposited by card. I don't know the total, but I think it's more than I have to withdraw. I sent my last three bank statements. I haven't received any further communication, as they tell me to wait for a response from management.

Deposité por tarjeta, no se el total, pero creo que más de lo que tengo que retirar. Envié mis últimos 3 extractos bancarios. No tengo más comunicación ya que remiten que espere respuesta de la administración

Thank you very much, fsdfsdgsg, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.

I'm waiting

Quedo a la espera

Hello, fsdfsdgsg,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Casino Representative,

Could you please explain the user's situation in more detail? Why has his account been blocked/closed? Have his winnings been confiscated?

What is the status of his KYC, and how can he complete the verification and/or withdraw his remaining balance?

If we are talking about a breach of the casino's Terms and Conditions, feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Hello!

We would like to inform you that the account in has been closed and any associated winnings have been confiscated due to a breach of our Terms and Conditions.

Dear Branislav,

We have provided additional information via email. Kindly review it at your earliest convenience.

Best regards,

God of Coins Casino

Hi

So the reason why my account was closed and winnings confiscated was due to submitting "fake" documents. Well, it doesn't make much sense. I will give now a explanation from the start of the verification process.

As usual, I was making bets on this casino until the time I got limited, even though I had losses. So after this, I went to withdraw my money. It said that I still needed wagering requirements, which is fine, but since I wasn't able to bet more than 1 euro, I had to go to the casino. Unfortunately, the casino was also unavailable for me. I was told that my account was under review, and until that check was over I couldn't play anything. So, I was waiting for the casino to open to meet the wagering requirements, and I couldn't withdraw at that moment.

Then, verification popped up, I was asked for documents like my ID and pictures of my card. So I sent them, of course. My card was virtual, and I was told to ask the bank for a certificate of that card, for which I had to pay a fee. Both these documents were accepted. Then I was asked a selfie with my ID. I provided that as well, which took a while because it kept getting rejected due to stupid reasons (someone else was taking the picture and it had to be myself on selfie mode, but I couldn't get my phone, which is of poor quality, to properly show my id information along with my face). Anyway, eventually I figured it out, sent another ID picture and it was accepted.

To be noted, all this process had already taken a month. I was letting it be to see if I could play the casino, but I still couldn't, making it impossible to meet the wagering. Finally, I think, if I'm not missing something else, I was asked for proof of income. I was sent a word document in which I had to answer several questions, such as what's your main source of income? What's your job? Well, I answered truthfully, my sources of income come from online winnings, I don't have any other job now, since I'm a student. I was also asked to send all previous 3 month bank statements. Therefore, I sent those bank statements directly taken from my bank. They were taken a while to be approved, so I got in touch via email and was told that the documents were correct and that they were being checked. But, just several hours later, when trying to enter my account to see if I was already verified, I found out that I couldn't enter, and then I made this complaint and so on.

I submitted all real documents. I am the owner of the account. I will be more than happy to re-send any documents that you ask me, because I'm not making any fraud by creating an account not under my name. I can even make a video showcasing me downloading the bank statements from my bank app to show that it's not fake. I don't know why you're saying that my documents are fake. They are the same documents I have been submitting for verification across the more than 50 casinos I've played on, and to this day I haven't had a single problem. Yet this casino is claiming that I'm somehow faking my documents, without giving me any chance to re-send the documents or explain my case, because I just haven't done anything wrong.

If you want, I would be happy to send those documents to you via email so that you can check they are legimitate. They are claiming they are fake because they aren't willing to pay. This has never never happened to me, and I have played in many casinos, some well-known, and some obscure.

Greetings all,

Thank you both for your replies.

Dear God of Coins Casino,

Can you please look at my last email regarding the matter and provide me with the requested?

Thank you.

Dear fsdfsdgsg,

Can you please forward all the documents you provided to the casino during the KYC process to my email (branislav.b@casino.guru)?

Thank you.

Hello, I have sent you the email.

Hola, te he enviado el correo

Thank you for your email and the documents, fsdfsdgsg.

Unfortunately, for now, without further details or cooperation from the casino, I cannot verify if those are the same documents as you provided to the casino during the KYC.

Dear God of Coins Casino,

As mentioned above - "Can you please look at my last email regarding the matter and provide me with the requested?

Thank you."

I sent the email at approximately the same time as I wrote my previous post.

Looking forward to hearing from you.

Dear Branislav,

We apologise for the delayed response and would like to inform you that we have sent you the requested information.

Best regards,

God of Coins Casino

Dear fsdfsdgsg,

After gathering all the necessary information and details, we are closing this complaint as unjustified due to the following reasons:

• Although we are not experts in this field, the documentation you provided during the KYC process (as well as the different one you shared with me via email) shows signs of editing/manipulation, which made your verification and the possibility of withdrawing any of your winnings from the gaming account impossible; it means a serious breach of the casino's Terms and Conditions
• It also turned out that the thorough investigation on the casino's side was originally initiated due to a strong suspicion regarding your play and the type of accumulated winnings, which points to sports betting and rules governing it (the kind of issue we currently do not handle and/or do not have enough insight to take on), and which aslo explains your uncertain answer about the games you played when my colleague asked you about it a few weeks ago

In relation to the part we can assess on our side, the casino acted in accordance with its terms and conditions you accepted upon registration.

If you are not satisfied with the complaint solution, I recommend you submit your complaint to one of the websites that deal with sports betting-related complaints, to ADR, if the casino states it on its website, or directly to the authority that regulates the casino.

Thank you very much, God of Coins Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru