Coins.Game Casino - Player’s account was closed due to a date of birth issue.

kiamodernn

Visitor

21 HOURS AGO

Hi dear friend

This site took my money and blocked my account. The reason is that your date of birth is wrong. While I previously emailed Virfa to change my date of birth. But they closed my account without any knowledge. I really need this money and every time I send an email, they say that the account is closed because of the date of birth, really, because of the date of birth, why should they steal the nation's money?

Dear kiamondernn,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. I have checked Coins.Game Casino's Terms and Conditions and this is what I found:

2.4.5. All information that you provide to coins.game is true, complete, and correct, and you shall immediately notify us of any change in such information before you receive the request to verify your account information.

Could you please advise when exactly you noticed that you submitted an incorrect date of birth?

Could you kindly specify what the mistake in the date of birth is? Did you make a typo, or is your date of birth completely different from your real one?

When exactly did you request customer support to change your date of birth? Was it only after you won in the casino and wanted to verify your account?

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

Best regards

Veronika

Hello,

I'd like to explain the situation in detail.

I've made several transactions, including deposits and withdrawals. However, one of my withdrawals, amounting to $800, was delayed and ultimately rejected due to a verification issue. I discovered that this was because my date of birth was incorrectly registered when I logged in with Google.

I contacted support via email and online chat to resolve this issue. Despite providing screenshots and proof of my email correspondence, the support team claimed they had no record of my email. Furthermore, my account was blocked within 3-4 hours of sending the email, not the stated 48 hours.

I find it unreasonable to block an account due to an incorrect date of birth entry. Has anyone ever experienced such stringent measures over a minor error?

Thank you.

Do I understand correctly that you registered into the casino using your Google account? Does the Google account belong to you? Are all the other personal information in your Google account correct?

The full email is in my name

Is the date of birth in your Google account completely different from your true date of birth?

Yes, unfortunately, this is a mistake

Dear kiamodernn,

I’m sorry, but I don't have good news for you. When registering at a casino, it's essential to ensure all your personal information is accurate. While using 1-click registration with a Google Account is quick and convenient, I recommend reviewing your profile immediately after registration to verify that all the system-filled information is correct.

If you had noticed the mistake in your date of birth right after registration and contacted customer support to request a change, they likely could have corrected it. However, requesting to change personal information only during the verification process before withdrawal is not allowed.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.