Coins.Game Casino - Player’s account has been closed and accused of having multiple accounts.

I have been on the casino for approximately 2 weeks. Regularly making deposits and withdrawals. Yesterday 03 June 2024 I made a withdrawal request, just to be banned due to having a multiple account. I do not have multiple accounts and only have this account. The casino is not prepared to give .e any further information and believe that this banning was done in error.

See my conversation with support below

Hello truterpeter1,

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? Does anybody else play in this casino from your household? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Good day

Yes my account was verified on 30 May 2024

Regards

Hello truterpeter1,

Can you please answer to all the questsions?

Good day

Yes my account was verified on 30 May 2024.

No one else plays in my household on casino.

The last time I chatted to casino was 3 June 2024 and it was in regards to the banning of my account.

Thank you truterpeter1 for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, truterpeter1,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Coins.Game Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed? Has the remaining balance been confiscated? What steps should the player take to unblock the account and/or access disputed funds?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and evidence to my email address (branislav.b@casino.guru).

Hello Branislav!

We will need a little more time to resolve this issue, could you please extend the timer?

No problem, Coins.Game Casino team. Thank you for letting us know.

Feel free to inform us once you have all the necessary details and supporting evidence. I am resetting the timer to 2x7 days from now.

But, please note I cannot keep the complaint open indefinitely.

Looking forward to hearing from you.

Hello.

Thank you for your patience, I have sent the information to you via email, Branislav.

Dear truterpeter1,

After gathering all the necessary information and details from the casino, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts. Specific data matches in the linked accounts, which indicates both accounts were used by 1 person, however, with different identities. It is strictly prohibited and makes the KYC/verification impossible. As you might know, a successful verification is a must to be able to withdraw any funds from your casino account. Since you failed to pass the KYC, the casino acted in accordance with its terms and conditions.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, Coins.Game Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru