Coins.Game Casino - Player's account is locked due to KYC issues.

Firstly, I deposited 500 USDT into this casino and played baccarat in the live casino where my balance rose to around 1300 USDT. I then tried to make a withdrawal. However, my withdrawal was denied with a message instructing me to submit my KYC, which I did using my driver's license. After submission, my withdrawal request was again rejected and my account was locked. When I emailed customer support, they told me that I had submitted incorrect information and that my account had been permanently frozen. I want to make it clear that I have not entered any incorrect information.

If there is one possible issue, it might be minor spelling differences between the Japanese and English notations. I emailed them about this issue but I haven't received any reply.

It would be very helpful if you could resolve this issue. Thank you very much for your assistance.

Hello Kooon1129,

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 exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

I submitted my driver's license as KYC verification. After that, your face is also recognized. This work was done approximately 3 days ago.

The following is the content of the email exchange. Verification please.

Hello!

You violated the following rules:

.

2.2.2 To register an Account, you must provide complete and current information, including mobile phone number, email address, username, password, and other required information requested on the registration form.

2.2.3 By registering an account on our Website, you agree to provide your legal name. We may take steps to verify the accuracy of the information you provide. You cannot change this information, but you may be able to request changes to your data on a case-by-case basis, for example if a few characters are incorrect, by contacting our support team.

2.4.5 All information you provide to coins.game is true, complete and accurate, and you must immediately notify us of any changes to such information prior to receiving any request to verify your account information. there is.

Data cannot be modified. Your account has not been verified because the data does not match the data in your account. The account has been blocked and the winnings have been canceled according to paragraph of the rules:

.

6.1.1 After you upload your documents and information, our team will take up to 48 hours to verify your account. If verification fails, we reserve the right to close your account and cancel all winnings.

Anton

Customer Service Coins Game

Hello,

All information regarding your question was previously provided. You will no longer be able to use this website. In this case we cannot help you. Since you have already provided all the required information, you have the right not to continue the interaction.

Anton

Customer Service Coins Game

​

Hello Kooon1129,

Is there any specification which details were incorrect? Did you register under your name, your details and used your own payment method?

You are entering correct information.

There is something special about the way my name is pronounced.

Hello Kooon1129,

Could you please explain it a little more detailed as is it a little unclear how was the name put there incorrectly.

I entered my personal information in English.

In this case, my first name is "Kota" and is pronounced "kota". However, because I submitted KYC with my Japanese driver's license, my name is written in kanji. In Japanese, it is written as "幸大", which is literally translated as "koudai", so I think the casino recognized it as incorrect information.

Thank you Kooon1129 for all the information provided so far. As the case needs further investigation, your complaint will be now forwarded to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

thank you.

Hello, Kooon1129,

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 the resolution of this complaint.

Dear Coins.Game Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Does the user's explanation above fit what happened, and does it make sense like that? Can you look into the issue and let us know what steps should the player take to unblock the account and/or withdraw his disputed funds?

Is the casino able and willing to give him a chance to resubmit his documents and complete the KYC (according to the casino's instructions or also update his personal details if only the wording/pronunciation of his name caused the problem)? Can you carefully check the provided explanation?

If we are talking about a breach of the casino's Terms and Conditions, as explained above, or other rules were violated, is the casino able to substantiate its claims and decision with relevant evidence?

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

Thank you in advance for providing the information.

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.