Coins.Game Casino - Player's account verification is being delayed.

Hi, my name is Viktor H*** 23.12.2023 coins.game casino asked me to verify my account. I passed it on their site, they have a program to verifying client automatically, but in live chat, they said to me, that it was 1 stage of verification and they need two days for second. 25.12.2023 they wrote to me that they need 15 more days for verify my account. At this period I can't withdraw my money. After 14 days 08.01.2024 they wrote to me that they need 15 businees days not only 15 days and they will answer untill 13.01.2024. Today 12.01.2024 and also today is 15 bussiness day after they block my account and their agent in live chat wrote to me that probably they will answer to me next week. As for me they just lie to me and don't want to pay me. I have a screenshots of almost all my chatting with this people. Please help me with it?

Dear havilei,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Could you please list which documents you have already provided?
• Please send me the recent correspondence from the casino to my email at tomas@casino.guru, alternatively, you can post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Hi, I uploaded on their site both side of my ID card, also their has a program on their site where you need turn you head, open your mouth etc using webcam. It is a program for verification on their site and it is had verified my ID card and me. Also i upload all screenshots of my last chatting with coins.game casino

Hi again, I just want to know, did you accept my previous message? because very long time I didn't accept an answer from you

Hi again, today I wrote to their support again, and they just answered that I need to wait more. As for me they just lying to me. Please help me with this problem. I send to you a screenshots of our today chatting.

Thank you very much, havilei, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, my account was blocked and my money was stolen. They wrote a bunch of general rules that I didn't break, I didn't even understand why they did it. I am very angry

Hello there,

Thank you havilei 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 winnings confiscated and what can be done 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.

Dear havilei, I am in contact with the casino affiliate and was asked for more time to investigate the case. I will update you about any further developments. Thank you for your patience during this time!

Hi, thank's, I'll be waiting

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.

Dear havilei, I have contacted the casino affiliate I was discussing this complaint with multiple times but I had no response. I'm afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Gaming Curaçao Authority (complaints@gaming-curacao.com) and submit a complaint to them. The Gaming Authority might have more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter