The player from Germany faced difficulties withdrawing his winnings since his Skrill account was locked, and the casino refused to provide bank transfer options despite his verified account. He had repeatedly contacted support but had yet to receive a solution. The issue was resolved when the player exchanged his winnings for cryptocurrency, allowing him to successfully withdraw the funds to his wallet. The complaint was marked as 'resolved' by the Complaints Team.
Coins.Game Casino - Player is struggling to withdraw his winnings.
Amount: €850
Coins.Game Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
Public
Public
1 month ago
Translation
I’m having trouble withdrawing my money. The casino only offers Skrill for withdrawals, but my Skrill account is locked and, according to Skrill support, it won't be reopened. I had it locked to prevent myself from playing and making deposits, and now they won't reopen it for that reason. So, I have no other way to withdraw my money.
I have asked the casino support if there are any other withdrawal methods available, and they do offer bank transfers. However, they are refusing to make this option available to me even though my account is fully verified. I have repeatedly tried to speak with the casino's support team, but they said they needed to involve the finance department, which was supposed to take 48 hours. That was three days ago.
I am desperate as I cannot withdraw my money. I am even willing to pay any fees for the bank transfer. Please help me to withdraw my winnings. This is a matter of...
Automatic translation:
Public
Public
1 month ago
Hello Thent,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Coins.Game Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? Did you try to contact the casino's e-mail support in order to request a manual bank transfer?
Looking forward to your answer.
Regards,
Nick
Public
Public
1 month ago
Translation
I have the winnings from a deposit bonus, the bonus has been played through completely and the winnings are payable. I have been verified for about a week. I have already contacted the casino several times and explained the situation that Skrill has blocked my account and has not reopened it. I have asked so many times if I can get a different payment method in the cheat I was told that there is a bank transfer but it is not available to me. 
Edited
Automatic translation:
Public
Public
1 month ago
Translation
this is the mail from skrill where I ask to reopen my account but they don't do it
Automatic translation:
Public
Public
1 month ago
Translation
man offered to exchange the money into Bitcoin so that I can withdraw
Automatic translation:
Public
Public
1 month ago
Translation
I hope that is the case then my problem is solved
Automatic translation:
Public
Public
1 month ago
Translation
So you can close the complaint my money was exchanged for crypto currency and so I was able to withdraw the money arrived in my wallet I thank you for taking care of the matter
Automatic translation:
Public
Public
1 month ago
Dear Thent,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
