Coins.Game Casino - Player’s account was closed due to alleged duplication.

Ban my account saying duplication. Not possible I only play on my phone. They did this as soon as I wanted to withdraw and after did my KYC verification. I have never registered on the site before.

Dear MccardSt, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Do I understand correctly that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus? 

Do you use any VPN or IP-masking software when accessing the casino website?

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, 

Veronika

No, I play on my phone. So useless my IP is not unique due to my service provider (Telkom). Then everyone from South Africa is been ban.

Yes, I submitted documents which and the message came up saying my verification was successfully but casino still takes 48hrs to approve

Yes I did making some winnings. That is the JET balance. I have also deposited more than I have withdrawn

No. I have not used a VPN. Although their support tells players they can to gain access to slots not available in their region.

In fact I am still receiving bonus email from the Casino

They also don't count total wager towards level up which I reported to their support, shortly after that my account is ban, maybe that the reason why they ban me.

I actually just started enjoying Coins Game and wanted my account resorted, but support comes back with no proof and just bans my account.

I went through my emails and here they confirm my IP address when I registered. If there was a problem with my IP or an other player was already registered on the same IP why did they allow the registion and 3 deposits to be made to the casino?

If my account is truly ban and not possible to restore, why is the casino still sending promos and bonus emails

Thank you very much, MccardSt, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello MccardSt,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I can understand your point that the casino system could have warned you if they detected more accounts created by you before, however, every casino uses different software, so this is not always possible. A thorough check is initiated in the majority of cases only once the player submits a withdrawal request.  It is at this stage that the detection of potential multiple-account creations takes place.

I will still 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,

Please forward me the evidence of the allegedly multiple accounts the player has created at michal.k@casino.guru

Hello.

We have sent you proof.

Dear Coins.Game Casino,

Thank you for your email and the evidence you provided.

Dear MccardSt,

Upon reviewing the gathered information and evidence, it is evident that there is a connection between multiple accounts created closely one after another, all linked with the same or very similar, name, IP address, payment method, and engaging in similar gameplay to your account. These occurrences constitute breaches of the casino's terms and conditions, as previously communicated to you.

Given these circumstances, I regret to inform you that I am unable to offer any further assistance, and as a result, this complaint will be rejected. Casinos uphold a strict policy regarding instances of multiple accounts 

I am sorry we could not help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino and we will try our best to help.

Best regards,

Michal

Casino Guru