Coins.Game Casino - Player’s winnings confiscated and account blocked.

Greetings to all friends,

I am telling you about the fraud I experienced on Coins.game and the confiscation of my money.

I invested 35 dollars on 26.02.2024. I did not receive any extra bonus, 200 percent bonus or anything. I am a player who knows how difficult their wagering requirements are. My investment of 35 dollars made a profit of 80-90 dollars by entering the 4rolls game with 2 dollars in the Monopoly Live game. Then it turned into a multiplier, that is, in a place that randomly assigns 100x, 288x, 388x, 888x to any number on the roulette table, one of my bets hit a multiplier of 888x and my money increased by +1065 dollars. You can see it in the photo of my winnings. Afterwards, I immediately created a withdrawal request. You can carefully look at the times I made a withdrawal request and won. .My withdrawal was canceled after about 12 hours. When I wrote about the cancellation, they asked me to upload documents to confirm my account. After uploading the documents, the representative I spoke to privately said that there was no problem and that it would be approved within 48 hours. Gambling sites know that in these cases, users lose 90 percent of this money because Gambling always takes. Just by playing roulette and betting on black and red checkers, I increased my money by +1000 dollars +300 dollars +5000 dollars and made 32,800 dollars at the end of 48 hours. After 48 hours, I saw in my coins.game message box that I had a different account and that there were different players in my house. They said we need to report this to them. Think about it this way, I live with my roommate and he plays games at Coins.Game. I can also say that there are 2 accounts, one is my girlfriend, the other is my friend, both of them have their names and surnames, date of birth written correctly, they have no investments, they have no withdrawals, I can also post this as a photo. As a result of the situation, they blocked my account for a very unrelated reason. If it was a slot game or a sports bet, maybe cheating could be done, but it is my chance to win by closing the region and betting on the numbers in the roulette game. Also, look at the bets, I lost 4 thousand dollars and won 5000 dollars.

By the way, those who play on the upper right side of the screenshots I took will know that there are levels that change depending on your bet amount on the site, for example, if you bet 20 thousand dollars, your level increases.

While it was $32,800, I was level 9, so it's clear that I made these bets.

1) the amount I deposited

https://r.resimlink.com/TdlEx3.jpeg

2)first win https://r.resimlink.com/h42g1JTpoE.jpeg

3) 888x big win https://r.resimlink.com/yu5DtUhq.jpeg

4)money withdrawal https://r.resimlink.com/4Ztopqszv9.jpeg

5) cancel withdrawal Please see the clock in the upper left corner

https://r.resimlink.com/_4ag9ZvSBL1y.jpeg

6)The 48-hour approval process has started, I submitted my documents, I continue to play the game while I wait, you can look at the time + the winner's username is written.

https://r.resimlink.com/kaRzeL2hYP.jpeg

7)After hours, the safe reaches the level of $ 3300 https://r.resimlink.com/n94Na7QI6rP.jpeg

https://r.resimlink.com/cB-Zx24I6.jpeg

4117 dolar https://r.resimlink.com/yUQNIuGJd7L.jpeg

5439 https://r.resimlink.com/hO4W5J.jpeg

You can check the hours and charge

 https://r.resimlink.com/5BHCLO.jpeg

https://r.resimlink.com/Vzfki2RpC7Wd.jpeg

5994 dolar https://r.resimlink.com/oyWO3dHxMa.jpeg

6348 dolar https://r.resimlink.com/vjJ8ndoF-SDO.jpeg

8297 dolar https://r.resimlink.com/qlUt2N.jpeg

total bet https://r.resimlink.com/ZpzgT5O_0.jpeg

https://r.resimlink.com/MUwEXh.jpeg

10.409 dolar https://r.resimlink.com/Z51NhPeB8.jpeg

15.404 dolar https://r.resimlink.com/LUdVl4-YaC.jpeg

total bet https://r.resimlink.com/sw6kcq.jpeg,

22.800 https://r.resimlink.com/D-iJ9uwGVsB.jpeg

8)The private customer representative says there is no problem in case I lose it.  

https://r.resimlink.com/iO7NsqHZ8Pt.jpeg

27221 dolar https://r.resimlink.com/BetSNryK.jpeg

The level is increasing, the safe is above 28 thousand dollars

https://r.resimlink.com/vzAX-UMEB.jpeg

Finally, my safe is $32,800 and 48 hours expire. (level 9)

https://r.resimlink.com/jUymX8Prk7.jpeg

After 48 hours, my information is correct and after I submit my passport and face photo, I receive messages saying that I have other accounts or that others from home have logged in. Imagine, you have a friend at home, you buy 2 beers and gamble, your friend next to you says, I should leave site x and play from here, we should have reported this anyway. The guest is connecting to your wifi, these statements are an excuse not to give it to your friends.

https://r.resimlink.com/uHobM.jpeg

I'm sending emails because they blocked the account.

https://r.resimlink.com/k-v0Q.jpeg

answers

https://r.resimlink.com/GYN49.jpeg

https://r.resimlink.com/kJ5Ns6Upq.jpeg

I am waiting for your support 

Dear tmrygz52,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please summarize whether you played exclusively using your own device from a single location?
• Could you please advise if you were the first to create an account in the casino among your acquaintances and family?

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,

Tomas

Hello, I changed my phone in a short time and bought a new device. I can send you the invoice. My girlfriend, with whom I live in the same house, opened an account to gamble, but she did not deposit or withdraw any money. My family member never open account with the same surname and could not log in from my devices, but a friend of mine who came home logged in to coins.game from my computer because he was gambling from a different place, so I told him to become a member of coins.game because it has fast withdrawals. Coins.game already brought new members. It publishes notifications stating that it will make extra payments for people. I can send these people's passports and face IDs. They never deposited or withdrew money, they just became members.

Hello, there is only 

1) account belonging to me.

 2. I can defend this situation as follows: I have a girlfriend who lives in the same house and is a member. She only registered on the site and did not deposit any money, nor did she withdraw any money. There was never a moment when she made a withdrawal request. + A friend of mine came home and while he normally plays on different casino sites, I told him to become a member by telling him that I withdraw money from this site and it is fast, and also coins.game is running a campaign on its own page such as bringing a member and earning extra income. This friend of mine did not deposit or withdraw any money. Also, when a guest comes to my house, if they connect to wifi or log in from my computer, my opinion is, don't enter. Could it be that this site won't give it to me if I win? Now think about it, this site is great, we are friends with you, we both gamble, we come home, we take the whiskey out of the fridge, I'm going to gamble, you log in from my laptop, you don't play, a month passes, I withdraw money, I lose money, then I make a big profit and they don't give me money. 

3)I don't have more than 1 account

The license of the coins.game casino site has been revoked. In this case, will gaming-curacao forward the money payment to me because I play games before the license is revoked? As a result, I am a player who plays with confidence in that license. Can we transfer it to MGA or a different institution? I request support.

Casino is licensed under the Gaming Curacao license, not MGA (that is an entirely different license), the validator appears as valid for me:

https://licensing.gaming-curacao.com/validator/?lh=ebfc27b8fdb95aeb625141242806cfb4

Have you shared a device with your roommate before you achieved your winnings?

Have you created an account before your other acquaintances and family members?

Greetings, while playing the game, I never logged in from the same device as anyone else, and the game was never played at the same time. I think the problem here is that I changed my phone and gave my old phone to my girlfriend. She also logged in from my old device. But she never logged in on the playing days, I have proof of this.I played on 26.02.2024, my friend entered on February 28, it is proven that it has nothing to do with me.

Thank you very much, tmrygz52, for providing the necessary information and for your patience. I will now transfer your complaint to my colleague Michal (michal.k@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 tmrygz52,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and just so you know Coins.Game Casino was not very cooperative in solving player complaints with us.

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,

Could you kindly offer additional clarification regarding the player's purported violation of your rules? If the information can't be shared publicly, please forward it to me at michal.k@casino.guru

Greetings, I sent them a notification through the lawyer, I am waiting for their response. If they make my payment of $ 32,800, I will give up the case. Can you please notify the coins.game team?

Dear tmrygz52,

Regrettably, I have yet to receive a response from Coins.Game Casino. Although there is still time for them to reply, I will persist in my efforts to contact their casino team. However, given their recent lack of cooperation with complaints on our forum, the likelihood of a favorable resolution to your complaint appears uncertain. I suggest reaching out to the Gaming Curaçao Authority (complaints@gaming-curacao.com) to lodge a complaint with them. The Gaming Authority may possess additional options and resources to assist players. You may also find our article on how to submit a complaint to a regulator helpful. Please let me know if and how they responded (michal.k@casino.guru).

I wrote a complaint here 20 days ago and there was no response.

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.

Dear tmrygz52,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Gaming Curaçao Authority (complaints@gaming-curacao.com) and submit a complaint to them. The Gaming Authority might have more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.k@casino.guru). I am sorry I could not be of more help on this occasion. I can only recommend checking the reviews of each casino before you sign up and only playing in licensed and good-rated casinos to avoid disappointments like this in the future.

Best regards,

Michal

Casino Guru

We’ve reopened this complaint at the request of Coins.Game Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Greetings, we are currently in a lawsuit with the coins.game casino site. I would like to point out that coins.game casino site accuses me of having 9 accounts, I only deposited money from 1 account and withdrew money from 1 account. I have the evidence. I deposited money, won, and made a withdrawal 1 day before my winnings of $32,800. Even though all my information was correct, I submitted my address, phone number and passport. They accused me of having multiple accounts and did not make my payment. I repeat, I can withdraw my complaints if they give me my earnings of $ 32,800.

Hello!

I sent you by email what you asked for.

Hello, I have not received any e-mail. I also approve in writing the sharing of my personal data. If you have sent an e-mail to my friend Michael, please share it here so that people can see it. I am right in my case.

Dear Coins.Game Casino,

Thank you for your email and provided evidence.

Dear tmrygz52,

Thank you for your email. While I acknowledge your efforts in supporting your claim, we have now received sufficient information and evidence from the casino, which prevents me from further pursuing your case.

Upon reviewing the gathered information and evidence, it is evident that there is a connection between multiple accounts created closely together, all linked to the same IP address and engaging in similar gameplay to your account. Furthermore, accessing your account from various IPs across multiple countries within the same day strongly indicates the use of VPN software. 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 or the use of VPN software, as described in this case. As you have submitted a complaint to the licensing authority, feel free to let me know how they decide (michal.k@casino.guru), and we will classify this complaint accordingly.

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