The player from India had joined Coinsgame, made deposits, and won approximately 26,000. However, he had entered a nickname instead of his real name during registration, which was discovered when he attempted to withdraw his winnings. Consequently, his account was closed and his winnings were confiscated. We had explained to the player that he was solely responsible for providing accurate information during registration. Given that he had violated a fundamental rule of online gambling by using a nickname instead of his real name, we were unable to assist him in recovering his confiscated winnings. This complaint had been rejected due to the player's breach of the casino's terms and conditions.
Coins.Game Casino - Player's account closed with confiscated winnings.
Amount: 26,600 INR
Coins.Game Casino
Safety Index:HighSafety Index
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8.4
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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1 year ago
Hii, i made an account on coinsgame on 21 September, made deposit of 1500 and 400 , played some games on live casino and won around 26000 , when i requested withdrawal, they asked for kyc , and i immediately proceed to upload my documents, however when i checked my profile section i came to know i mistakely entered my nickname during signup, i immediately contacted their support team and explained them the situation and also provided my identity card, they told me the issue will be resolved in 48 hours, however to my surprise on next day i received an email that they have closed my account and confisticated my winnings due to this, I haven't done anything wrong, didn't took any bonus to play and played with real money only, i request casinoguru team to please help me in getting my money
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1 year ago
Dear d546956210,
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. What "nickname" did you enter incorrectly? Could you please clarify what mistake exactly you made?
If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it 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,
Kristina
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1 year ago
Thank you for your reply, d546956210. I apologize, but you as a player are the only one responsible for creating an account with correct and complete information. This was not just a "typo" you wrote a completely different name by which you breached one of the most basic rules of online gambling. The registration form clearly asks for your first name and last name, not a nickname.
I am afraid that we are not able to help you in this case. I can only recommend that you always use your official credentials when creating an account and double-check all the details before you complete the registration.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
