CoinGames Casino - Russian player's account blocked with pending withdrawal.

Hello,

I came across this casino and was attracted by its claim to be decentralized with instant payouts, which should ideally keep my money safe...

On January 7, I made a couple of deposits into this casino

While playing without a bonus, I won a certain amount. The casino's currency is their DEGA tokens, so I can't specify the exact amount, but at that time it was $300

I decided to withdraw my funds, but I encountered an error

and I couldn’t manage to withdraw my money.

Upon contacting support, they asked me to undergo verification (passport photo, utility bill, selfie with a passport and a sheet of paper saying "Hi, [Casino Name], [Current Date], and [Registration Email].") I registered with this casino for convenience since it advertises instant payments, it's a decentralized casino and such... but I had to send them the documents anyway.

I waited for a response for a very long time

One of their responses was:

"while reviewing your KYC request and the reason why you are waiting longer than usual is that, And I'm talking about one of the documents, for which we have to investigate exactly where you are coming from and it has to do with our country restrictions policy."

And now my account has been blocked and they are not processing the withdrawal.

I have been waiting for a very long time, but they are not providing me with any time frames.

Regarding their country restrictions policy

Russian Federation is not on their list of prohibited countries as per their regulations. So, I can't understand what the problem is and why I have been waiting almost a month where it is claimed that the withdrawals are instant.

Furthermore, while entering data, the Russian Federation was listed among the countries

Dear giusep,

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

I checked the website and there is no indication Russia is not allowed for players to deposit and play.

Our position is clearly outlined in our fair gambling codex:

It is not acceptable to let players gamble if a casino knows that they are from a restricted country and if the casino plans to refer to the rule about restricted countries whenever a player requests their first withdrawal. This is completely against the rules of fair play, as the casino is knowingly letting a player wager money without a chance to actually win something in return.

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

• Could you please confirm you chose "the Russian Federation" in your player's profile before depositing and playing in the casino?
• Could you please send me the recent correspondence between you and the casino regarding the issue? My email is tomas@casino.guru

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

Best regards,

Tomas

• Yes
• I sent it, I’ve never sent it before, so I hope that everything turned out correctly.

Judging by their letters, I have a suspicion that their licensee is banning players from Russia.

Well, here’s what I tried to find on the license website:

https://www.gov.im/news/2022/nov/10/financial-sanctions-russia-general-licence-rus032/

seems to be in favor of this assumption.

but again, there was nothing like that in the rules

Russia was not on the list of prohibited countries.

Thank you very much, giusep, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 giusep,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter.

We would like to invite CoinGames Casino to join the conversation.

Dear CoinGames Casino,

I am seeking further clarification on the reasons behind the player's account being blocked without the processing of their withdrawal. Russia is not included as a restricted country in your terms and conditions, and there are no restrictions on accessing your website from a Russian IP. Hence, the player's origin from Russia should not pose an issue in terms of the KYC process. Could you please provide additional details on the specific factors that led to the blocking of the player's account?

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.

Dear giusep,

I managed to get in touch with the casino representative. Although I have only received very brief information from them, it looks like there are some discrepancies with some of the documents you have submitted for verification. It is still being investigated by the designated casino team and I'm waiting for potential further information.

Can you please forward me all the documents you have submitted to the casino team for review at michal.k@casino.guru?

I think I now understand what the problem could be, but I can’t believe that because of a small typo, they didn’t withdraw my money for 2 months and, on top of that, they blocked my account.

I clicked on my profile and wrote "Stroiteley 76-21" in the address column

But my address is "Stroiteley 16-21"

You cannot change your address in your profile.

Before sending the documents, I contacted them to help me change this error, but they did not.

I sent screenshots confirming my words and documents to you at michal.k@casino.guru

Dear giusep,

I appreciate your email and the documents you provided. While it is anticipated that players enter accurate and valid information in their casino account details, we understand that sometimes human errors can occur unintentionally. It's commendable that you informed the casino team about this. I am currently awaiting additional information from the casino team, and I am hopeful that we can work together to resolve the situation.

The issue has been resolved

thank you

Great news, giusep. I'm glad the situation could be clarified.

As the complainant confirmed that the situation has been resolved, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru