Coins.Game Casino - Player's substantial winnings were locked due to delayed verification.

Account Name: dleoniharris

On Monday the 29th of Jan 2024, I won a substantial amount and wanted to withdraw it. I have withdrawn from this casino before, 12 times to be exact, with the most being 29530.0000 TRX without any issues. I do understand, when it's over a certain amount of money KYC is needed to be completed. So I submitted my documents that morning and was advised that it takes 48 hours to be completed. When following up on my ID verification 48 hours after and was advised it will take 48 hours, and that there hadn't been any updates... When I submitted the same question I was advised I appreciate your patience. Your account is currently under review.

According to the paragraph of the rules:

"9.4. Account verification conditions

The user's account is checked by the monitoring service for up to 15 working days. During this time withdrawals and bonuses for the user are blocked."

Account can be checked for up to 15 working days, after the end of the check you will receive a reply in the chat.

Upon my own investigation, that paragraph is in correspondence with when a player is being suspected of Fraud (see attached) not ID verification. I have since been given that same speil, on 3 different occasions. Live chat aren't actually looking into it, but instead sending me that same paragraph (attached).

The next day, I asked for an update and was advised by Liam that the documents were requested again to which I completed the ID verification task again. That was 48 hours ago and when I asked for an update today, I was given that same 15 day blurb re fraud not ID verification. I'm now SO frustrated, hence why I am coming to you guys for assistance!

I have gone back and forth on the coinsgame website and each time the FAQ's and Help Centre states ID verification takes 48 hours, full stop.

I now have over $85000 USD sitting in my account for withdrawl. My car rego has been cancelled, my mums in hospital and I have a child to support, I need access to my funds. I have been an active player since the 6th of May 2023. My total wins have been $97,865 USD, I have made $208,211 USD in bets and my total wagered is $500,852.59 USD. That clearly shows I am an active, honest player.

I want my ID verified, I'd even be happy if I just had access to the max I can withdrawl in a day (which is 200000 TRX, roughly $20,000 USD) so I can get my bills paid and continue playing because I genuinely love their site, the bonuses and the CG community.

Please help!

Dear dleoniharris,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Coins.Game Casino.

Do I understand correctly that you are now undergoing the KYC verification for the first time? Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

Could you kindly specify if you accumulated your winnings with or without an active bonus?

What types of games did you play? Was it slots, live casino games, or did you participate in sports betting?

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

Hi Veronika,

Thank you so much for your response, much appreciated.

• Documents sent which were requested by the casino was my Passport and a selfie rotating my head.
• Documents were sent by a link which was accessible via my profile. I have attached a screenshot.
• I initially sent the documents on the 31/01/24 and again on 02/02/24.
• I didn't use a bonus. I deposited 1126.00 TRX on the 31/01/24 @ 5:02am AEST. (attached)
• I only play slots and the inhouse games. I won the first lot of funds on GEMZA which is what triggered the ID verification to be completed and the second amount on MERGE UP.

As per my initial complaint, the website states that it takes 48 hours for verification, not 15 days. Attached is a screenshot of their help guide which advises 48 hours for verification as well as the blurb (which keeps being presented to me from support when I ask for an update) from 9. Fraud Prevntion section 9.4 which is says it's 15 days for account verification. I keep reminding their support team that I amm completing the ID check not being blocked due to fraud but I feel that's falling on deaf ears.

As you said in your summary, this has now caused me financial distress as well as sever annxiety and depression for not feeling heard or apprecited as an honest long standing player. I am constanly checking my gaming account to see if it's activated. I am Googling help guides, complaints, terms and conditions re ID verification etc. It's a lot and taking a toll on my mental health.

I have also attached my stats with the casino.

I truly appreciate your urgent investigation and response to this, Veronika. Thank you!

Hi Veronika,

I just contacted support to get an update on my ID verification and the support person Barbara said that I'm being investigated for Fraudulent activity.

I am in complete shock. I am suffering from severe anxiety and depression. I am close to homelessness. Why would I commit fraud? I just want access to my money. I don't know what else to do. I'm close to being hospitalized because I am just not coping.

Hi Veronika,

I received the attached. Australia was never on their list. I never used a VPN to access their services and it was on my profile from day 1.

My accounts now blocked, what do I do???? They should have to give me all of my deposits then wouldn't you think?



If you have provided accurate personal information in your account and have not used a VPN to hide your true location, we believe that the casino should pay you the winnings you are owed. In our opinion, if a casino has restrictions on users from certain countries, it is not enough to simply list those countries in the Terms and Conditions. The restrictions should be implemented on a software level, which would disable access to the casino website, or the restricted countries should not be present as options in the registration form.

Thank you very much, dleoniharris, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.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.

Dear dleoniharris,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

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.

Since we haven’t received any response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint any time.

Dear dleoniharris,

I am very sorry, but since the casino team has not been responsive, we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Dear dleoniharris,

I was contacted by the casino team, they provided evidence showing that you used a VPN to access the games. This evidence indicates that you tried to bypass geo-restrictions with a VPN, violating the casino's terms and conditions. I am very sorry but I consider their actions as justified.

Concluding all the information above, I am forced to reject this complaint. You have every right not to agree with my opinion. An alternative option is to file an official complaint with the licensing authority of the casino. Feel free to contact me if you have any questions or require further assistance.

Kind regards, Jozef

jozef.k@casino.guru