The player from Germany filed a complaint against Coins.Game because his winnings were not being paid out despite having provided the necessary information for withdrawal. He faced ongoing delays, receiving various excuses from customer support, and had evidence of his winnings and communication regarding the issue. The Complaints Team reviewed the case but ultimately informed him that they were unable to assist further and had to close the complaint, advising him to manage his balance thoughtfully in the future.
Coins.Game Casino - Player’s winnings are delayed due to additional verification requests.
Amount: €76
Coins.Game Casino
Safety Index:HighSafety Index
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8.4
Coins.Game Casino has a Safety Index of 8.4, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Case closed
Our verdict
Other
REJECTED
Case summary
1 hour ago
Public
Public
6 days ago
Translation
I would like to file a complaint against the online casino Coins.Game because my winnings are not being paid out, and I am constantly being stalled with excuses.
Incident Description:
Account Creation and Deposit: I successfully created my account at Coins.Game and made a deposit to participate in the offered games.
Win: After several rounds of play, I was able to win a significant amount, which was credited to my player account.
Attempted Withdrawal: I requested a withdrawal and provided all the required information.
Delays and Excuses: Despite my efforts, the payout was not processed. Instead, I received various explanations for the delay from customer support, including technical issues and additional verification requirements.
Evidence: I have screenshots of my player account showing the winnings and the requested withdrawal, as well as email correspondence with customer support documenting the aforementioned excuses.
Demand:
I demand the immediate payment of my rightfully earned winnings without further delays.
Automatic translation:
Public
Public
5 days ago
Dear risikotv1,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Could you please specify if you submitted the requested additional documents for verification? Which of your documents have been already approved by the casino?
When was the last time you submitted your documents for verification to the casino, and which documents were they?
Have you made any successful withdrawals from this casino before?
Has the casino canceled your withdrawal requests, or have you canceled them yourself?
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
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Public
Public
5 days ago
Translation
I let the money run and I lost the 70€ because the casino doesn't pay out anyway. Please check out this casino, there's something fishy going on. Deposits work perfectly but you can't withdraw.
The case is therefore closed.
Automatic translation:
Public
Public
1 hour ago
I’m sorry to hear about the challenges you've faced with your winnings. After reviewing your case, I regret to inform you that we are unable to assist further, and we will need to close this complaint at this time.
In the future, if you're able to resist the temptation to keep playing with your winnings, we may be able to offer more help in similar situations. We always aim to provide support, but it’s important to manage your balance thoughtfully to ensure that we can act on your behalf when needed.
Please don’t hesitate to reach out if you encounter any other issues with this or any other casino. We’ll be happy to assist you to the best of our abilities.
Thank you for your understanding, and I wish you the best in your gaming journey.
Best regards,
Veronika
Casino.Guru Complaint Resolution Center
