HomeComplaintsCoinKings Casino - Player's winnings have been confiscated.

CoinKings Casino - Player's winnings have been confiscated.

Amount: $5,862

CoinKings Casino
Safety Index:High
Submitted: 12 Mar 2024 | Unresolved : 03 Sep 2024
Unresolved Our verdict

Waiting for decision of regulator

UNRESOLVED

Case summary

2 months ago

The Russian player had deposited and played at Coinkings, then requested a withdrawal of 6300 USDT. Despite having satisfied the casino's verification process, his winnings were annulled, his deposit was returned, and he was accused of having multiple accounts. The player denied this and claimed that the casino didn't want to pay out. We had reached out to the casino for clarification and evidence, which they claimed to have provided. We recommended that the player contact the Gaming Curacao Authority and submit a complaint to them. The complaint was awaiting the regulator's decision at that time.

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8 months ago
Translation

Hello Casino Guru, I created an account with Coinkings yesterday and made a deposit of 500 USDT with a 100% bonus. I started to play roulette with real money and unfortunately lost it. I still had the bonus funds left, so I proceeded to wager. Luck came my way and I managed to wager the bonus. After which, I requested a withdrawal of 6300 USDT. I was asked for verification, to which I provided the required documents. However, today I received a message saying that my winnings have been annulled and my deposit has been returned. They claimed that I can only have one account, but I had just registered yesterday. I believe they simply do not want to pay out my winnings. Please help me resolve my issue.

Automatic translation:
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8 months ago

Dear janikora,

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.

  • Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
  • Could you please explain which games you played with bonus money?
  • Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Edited by a Casino Guru admin
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8 months ago
Translation

Good afternoon, None of my family plays in casinos, so I think there is no such possibility. They have a list of games that cannot be played, I did not play prohibited games. I played different games, book of oil, midas golden touch and so on. Well, they have no questions about my gameplay, they say that I have more accounts, although I registered only yesterday. filefilefilefilefile

Automatic translation:
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8 months ago

Thank you very much, janikora, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

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8 months ago

Hello janikora,


I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.


Now I would like to invite a CoinKings Casino representative to join this conversation and participate in resolving this complaint.


Dear CoinKings Casino,


Could you comment on this?


Thank you in advance for providing the information.

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8 months ago

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.

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7 months ago

Dear janikora,


I have contacted the casino one more time outside of the complaint thread and I will extend the timer by an additional seven days.

Your patience is much appreciated.

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7 months ago

Dear Customer/Dear Guru team,

Thanks for getting in touch with us.


We are looking into this and will revert.


Thank you for your patience!


Best regards,

Coinkings Customer Support

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7 months ago

Dear CoinKings Casino,


Please, keep us updated.

I'll be awaiting your reply

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7 months ago

Dear Stefan,

provided you with detailed info in DM, please check and let us know if you require additional information.

best,


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7 months ago

Dear CoinKings Casino,


I have responded to you via Skype.

I'll be awaiting your reply.

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7 months ago

Dear Stefan,

provided you with detailed info in DM, please check and let us know if you require additional information.

best,


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7 months ago

Dear CoinKings Casino,


I have responded to your message via Skype.

I'll be awaiting your reply.

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7 months ago

Dear Stefan,

provided you in full with detailed info regarding this case.

best,

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6 months ago

Dear CoingKings Casino,

We will also need the evidence for such accusations. Could you provide it to us via Skype or email at stefan.m@casino.guru?

I'll be awaiting your reply.

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6 months ago

Dear Stefan,

we provided you with all evidence in this.

Best regards,

Support

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6 months ago

Dear CoinKings Casino,


I have responded to your message via Skype.

I'll be awaiting your reply.

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6 months ago

Dear Stefan,

we provided you with all evidence in this.

Best regards,

Support

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6 months ago

Hello janikora,


I recommend you contact the Gaming Curacao Authority (complaints@gaming-curacao.com or via the 'Contact' button found on their website) and submit a complaint to them. Could you provide me with the screenshot as evidence once you file a complaint with them? You can send it to my email address stefan.m@casino.guru or you can paste it here.

I'll be awaiting your reply.

Edited by a Casino Guru admin
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6 months ago

Hello, dear Stefan, I answered you in the mail .

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6 months ago

Hello janikora,


I have responded to your email. Please let me know once you provide us with a screenshot of filing a complaint with Gaming Curacao Regulator.

I'll be awaiting your reply.

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6 months ago

Dear Stefan,Answered the email

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6 months ago

Hello janikora,


Thank you for your response and the documentation provided. I will close the complaint as "waiting for a regulator's decision". The complaint will be automatically reopened after 3 months.


Kind regards,

Stefan, Casino.Guru

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