The player from Russia was blocked from his casino account. After winning and undergoing verification, the casino claimed the player had broken the rules and accused him of fraud. The player denied any wrongdoing and was unable to get a response from the casino regarding the specific nature of the alleged fraud. We attempted to reach out to the casino for clarification but received no response. Without cooperation from the casino, we were unable to resolve the player's issue and marked the complaint as 'unresolved'. We advised the player to contact the Gaming Curaçao Authority for further assistance. Upon the player's request for a case reopening, the casino team has notified us about the detection of suspicious activity by their security team regarding the player's sports betting wagers. As we do not handle complaints related to sports betting, we have advised the player to submit their complaint to specialized services that cater to such matters and we had to reject this complaint.
Coins.Game Casino - Player’s account was blocked due to accusations of fraud.
Amount: 2,200 ₮
Coins.Game Casino
Safety Index:HighOther
REJECTED
Case summary
I registered on their site on the 5th of December. At first everything was fine. I made deposits and withdrawals.
At the end of December I won 1200 usd. When I tried to withdraw I got error. They ask me to do kyc. I passed the verification within 20 minutes on a special site where I had to provide a passport and show my face to the camera.
When I tried to withdraw my funds again there was an error with a note to contact the support. In the live chat support I got told that my account are being checked and it will take up to 15 business days. I waited these 15 days and continued to play. My balance was 2200 usdt.
2 days ago, when I tried to log into my account, I found that my account was blocked. The support of the casino said that I broke the rules, and in general it was not me who played (9.2 Collusion and fraud. Coins.game has the right to disable users' accounts and confiscate their account balances).
I am shocked. It is unbelievable. I don't agree with such decision. I didn't cheat, didn't do anything illegal. I haven't used any bonuses. Didn't use VPN. I can provide any documents. I am ready to contact any source of communication to prove my innocence.
I hope it was a mistake. Help me to solve this problem
Dear is13,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Coins.Game Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise how long have you been a player in the casino?
- Could you please send me the email from the casino detailing the allegations against you?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
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,
Tomas
I playd a lot of games since 5th of December. While I was losing, everything was fine, as soon as I won, problems immediately began. They do not answer me by email. Only online chat. I do not understand what is going on? I am shocked. I did no know that casino can stole my money with no reason. I do not know how is this possible?
I ask for documents of what fraud they mean no respons just same message that I am blocked.
Thank you very much, is13, for providing the necessary information. I will now transfer your complaint to my colleague MIchal (michal.k@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 is13,
I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter.
We would like to invite Coins.Game Casino to join the conversation.
Dear Coins.Game Casino,
Could you kindly offer additional clarification regarding the player's purported violation of your rules? The explanation given by the live chat operator appears to be rather broad. If the information can't be shared publicly, please forward it to me at michal.k@casino.guru
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 is13,
Sadly, I have not received a response from the Coins.Game Casino. They still have a bit of time to respond, and I will continue my efforts to reach out to the casino team, but considering their lack of cooperation with recent complaints received on our forum, the likelihood of a positive resolution to your complaint appears rather uncertain.
Dear is13,
I have tried to contact the casino repeatedly but had no success. 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 (michal.k@casino.guru). I am sorry I could not be of more help on this occasion. I can only recommend checking the reviews of each casino before you sign up and only playing in licensed and good-rated casinos to avoid disappointments like this in the future.
Best regards,
Michal
Casino Guru
We’ve reopened this complaint at the request of is13. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Dear Coins.Game Casino,
Could you kindly offer additional clarification regarding the player's purported violation of your rules? If the information can't be shared publicly, please forward it to me at michal.k@casino.guru
Dear Coins.Game Casino,
Thank you for your email. I have responded back with some additional questions.
I've been waiting for payment for 4 months. If I violated something, then provide your evidence. Stop lying
Hello!
The reason for blocking this player is that our security team detected a violation of the rules and conditions regarding sports betting.
Dear is13,
I understand your frustration, but unfortunately, since your complaint is related to sports betting, we do not have the necessary expertise in this area. Our complaint forum at Casino Guru specifically deals with issues related to online casinos and online casino games. While we appreciate the information provided by the casino, we lack the necessary knowledge to offer a well-informed judgment on sports betting matters. Therefore, we must respectfully decline to address your complaint. Thank you for your understanding.
You can try to submit a sports betting-related complaint on these websites:
https://www.bookmakers.bet/submit-a-complaint/
https://www.top100bookmakers.com/contact-us/
https://www.sportsbookreview.com/sportsbook-complaint/
We’re truly sorry we couldn’t be of more help in this case.
If you run into any issues with this or any other casino regarding casino games in the future, don’t hesitate to contact us.
Best Regards,
Michal
Casino Guru
