Coins.Game Casino - Player's account has been blocked without explanation.

7:22 PM (53 minutes ago)

to complaints

Hello, i am a client of coins.game casino for over a year now, my player level in casino casino is 6. I have plaid on thousands of deposited funds, and made many withdrawals. Yesterday, for the first time i have deposited via fiat, not crypto, but for odd reason, could not withdraw the winnings. so i played it off and returned to crypto as usual, but after submitting a withdrawal request for only 120USDT, i found my account locked next morning. no need to mention that withdrawal did not arrived.

I have texted to chat and got weird respond that my account is closed and they have no information to verify what is violated.

I also texted to my personal manager , but still didn't get a response on why is it blocked.  I  DID NOT EVER had any other account  on  this  site.!!!!

The support on site chat are saying that is blocked forever. And they just said literally that they are forced to close the chat and

have no additional information to give me. (I have the chat script attached)

I need to understand what did I violated? Which rule? why no one is explaining? This is really humiliating and i insist on casino

giving a clear verification and prove if i violated any rule, (which is weird after year off being a client). And i need my withdrawal

to be completed. 

my registered mail is s*****

my user name:B*******

personal manager  telegram:is @*****

I am attaching chat script from site support, andr ready to provide any other docs if needed.

Its a matter of principle and i need to get the response back from that casino

Hope u can help and thanks in advance

Hello salamajena,

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 since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? Do you have any remaining balance on your casino account expect the pending withdrawal? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello,

Thanks for considering working on the case.

In regards of winnings, it was a mix of deposit rake back, cashback, wheel round...so

on. I really wont recall exactly now. There are rains and drops... No pending's (not sure) accept withdrawal, i

haveisubmitted.

I have provided all docs, was withdrawing and depositing (more depositing "-) for over a year.. I can provide some numbers if needed with aprox. dates.

And all recent communication is attached, starting from site support chat, followed by personal manager, ending with today email from casino support. Which looks like same person and fabricated case.

Thanks

And i am ready to provide any further, for some reason i am not able to attach ffiles, pls advice

Thank you salamajena for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you salamajena for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Coins.Game Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

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.

Hello.

The player was blocked for having a multi-account, according to the rules of our site, paragraph 3:

3.1. You can sign up (register) and use only one Account on the Website.

3.2. Only one Account for each household, IP address and computer or device is allowed. If two or more users share the same household, IP address and computer or device we must be informed by the respective Accounts’ holders in advance.

3.3. If you sign up or attempt to register more than one Account, for whatever reason, we may block or close any or all of your Accounts at our discretion. We may also void all the bets that have been placed in the duplicate Accounts, block bonuses and gifts and void withdrawal requests. In addition, any returns, winnings, or bonuses have been gained or accrued during the duplicate account lifecycle will be forfeited from you.

I did not duplicate my account ever, AND that's what I was asking them to show: where and which account it is? after 2 years I would suddenly open a second account? for what purpose? This platform is not the one that gives self-wagered free no deposit bonuses. No one told me address of that duplicate/s. Even for info.

Thank you for the update Coins.Game Casino representative. Would it be possible to provide evidence of the multiple accounts to my email? (peter.c@casino.guru) Thank you in advance for your cooperation!

Hello.

We sent you a letter.

Thank you for providing the information Coins.Game Casino representative.

Dear salamajena, the casino has provided me with evidence of multiple accounts. There are multiple indicators of this and it leads us to believe the steps the casino has taken are justified. Due to that reason, we will reject your complaint. 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.

Kind regards,

Peter