Coins.Game Casino - Player’s winnings are confiscated.

Hello everyone, I hope you are all well and can help me with this issue. I have been a customer of Coins.game for a long time and have made over 500 transactions on the site. As you know, the casino operates with cryptocurrencies where you can convert currencies within the site. I acquired a small amount of Bitcoin through a conversion and started playing Mines. I initially gained 0.12 BTC, but I couldn’t withdraw the amount from the game. I contacted support asking for help to withdraw my bet. Over time, I ended up playing and turning 0.12 BTC into 1 BTC, but my bet remains locked in the game even though my winnings are visible. They have always been honest with me before, and I have successfully made withdrawals of 50,000 BRL. Unfortunately, this time I haven’t received any responses and haven’t been refunded my initial 0.12 BTC. I hope you can assist me with this issue.

I have many recorded videos of the Mines game. I can prove all my winnings and also show the error when trying to collect my bet.

Dear Rodrigojv,

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. 

• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Is it possible that there are remaining wagering requirements to be fulfilled?
• Could you please share your communication with the casino regarding the canceled withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Hello, thank you for the quick response. No type of bonus was used, only real balance. I will forward receipts and my conversation with the manager who was responsible for resolving my case, but more than 15 days have passed without a response.

I ask that you correct the value that is 31,900,000 BRL to 319,000.00 BRL which is the value of 1 BTC.

Dear Rodrigojv, do you have any updates regarding the accumulated winnings?

Hello, how are you? My bet is still locked in the game.

Hello everyone, I have a new update on the case. I entered the game Mines and my bet completely disappeared; it’s as if the amount wagered doesn’t exist. Additionally, it doesn’t show up in the betting history; my money is gone."

Dear Rodrigojv, has the casino provided you with any explanation?

still no answers, I wrote emails too and nothing.

I found the email of the general manager of Coins, but he also doesn't respond. I checked the list of casinos that will adopt the license here in Brazil, and they are no longer going to operate here. They probably won't pay me, and even though it's wrong, I will be at a loss.

Thank you very much, Rodrigojv, 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 there,

Thank you Rodrigojv 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 were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

Hello everyone, I hope you are well.

The situation is more serious than I thought. As I mentioned, the amount has disappeared along with the transaction history. I don't know if someone who works there is involved or something like that.

I contact support every day, and they keep asking for more time to analyze. I requested the return of my initial gain of 0.12 BTC to resolve this quickly, but it’s still difficult, and I see that even Casinoguru isn't responding to us.

Hello!

I sent you a message to Peter's email.

Thanks for replying, I hope this case gets resolved !

Hello Peter, could you give me some information about what Coinsgame sent you via email? I thought this conversation was public, so we could discuss it to find a solution.

I contacted Chat and they told me about not finding my bet after 20 days of analysis, even with several recordings, it seems like a joke, I am opening a complaint with Anatel to take down the site in Brazil, coinsgame is operating illegally without a license and I will proudly report them.

Peter, can you check your email?

Thank you for providing me with the information Coins.Game Casino representative.

Dear Rodrigojv, the casino has provided me with your account's transaction and betting history and an excerpt from the game provider's report where no bets you have mentioned have taken place during your gameplay and it doesn't match your transaction history either. The casino suspects a manipulation of the display of your balance locally and they have provided evidence to prove their claim. I don't know if I will able able to assist further in this case.

Hello Peter, I hope you are well.

This is very funny, reading this it seems that I am a computer genius where I can change information inside a casino, if I knew how to do this kind of thing I would not be in a dispute for this amount, I thank you for your efforts Peter and also to casinoguru, can you tell me if I can make other types of complaints? Here in Brazil I will open a complaint against the site to be taken down, tomorrow is the last day for these illegal sites to operate, I tried in several ways to ask for my value, I gave up everything and wanted at least 0.12BTC to put this aside, and despite everything, I still believe that there is some official involved in this, a pity that I cannot prove it, there are many loose ends, they showed you the information and I, who am a player, have not given me proof of anything. Once again I'm being harmed by a company that until then was my favorite, I've made hundreds of deposits on the site and they've always been correct with me, but when it comes to a large amount, this happens 🙁

Dear Rodrigojv, unfortunately, due to changes in the Curacao legislature the casino will operate under a new Curacao government license which doesn't offer the option to file a complaint until it goes into full operation on the 1st of January of 2025. There is currently no formal process for registering a dispute with the Curaçao Gaming Control Board. It is stated on the website that GCB does not handle complaints yet, but aims to have a procedure for this in place in the near future. Somewhat contrary to this, there is a contact form available but the casino is not officially licensed by the GCB yet as there are a lot of casinos going through this change and it may take a while until they're licensed. I recommend you contact them once this change has taken place. (https://www.gamingcontrolcuracao.org/contact) Thank you for your understanding. I am sorry I could not be of more help on this occasion.

Best regards,

Peter