Coins.Game Casino - Player cannot access their account.

I am trying to log into my account on Coins Game, but the Google Authenticator is not working.

I have already sent 3 emails requesting the deactivation of the Google Authenticator, but the support service informs me that some data is incorrect, without specifying what needs to be corrected.

I am extremely frustrated and seeking ways to resolve this issue legally, as I have 400.00 BRL that I am unable to withdraw.

Dear rodrigocosta774,

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

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

• Could you please advise how long were you a player of the casino and when exactly you lost access to your casino account?
• 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?
• What response have you received from the casino?

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

I have been a member of the Casino since 12/31/2023 and, on the same day, I withdrew my winnings from the aviator game and tried to activate Google Authenticator to withdraw and that was when I lost access to the account.

I only played the aviator without using any kind of bonus.

When I complained to disable two-factor authentication they claimed that my passport information is not compatible with my account information, however, this is not true.

I will send you a screenshot of how much access I had to my account and my passport so you can check that everything is correct.

I am sorry but your surname appears to be entered incorrectly in the casino account.

Could you please explain if the 400 BRL represents your deposited funds, or does it represent your winnings?

Have you asked the casino to correct the surname entered in your casino profile in the past?

I already made the change request and they responded that they had already made the adjustment. However, they haven't turned off my two-factor authentication yet.

Do I understand correctly you repeated the request and sent a new email to the casino last week? With what result?

The problem was already solved.

Thanks.

Dear rodrigocosta774,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru