Coins.Game Casino - Player's winnings have been confiscated.

I made a deposit of 20 dollars using a code, and with this code, I received 20 free spins. With these 20 free spins, I won 998 dollars, and I had to fulfill a rollover of 20x $998, which equals $19,965.29.

I completed the rollover, and one second before completing the rollover, I had $4,200. After fulfilling the rollover, some time later, $1,000 was credited to my game account. Up to this point, everything was fine. They clearly state in the chat messages that the maximum amount that can be withdrawn after fulfilling the rollover is 10 times the amount won with the bonus. So, if it is 10 times the amount won with the free spins, and I won $998 with the free spins, then 10 x 998 = 9,980, which should be the maximum amount I could withdraw. However, seconds before I completed the rollover, I had $4,200. Therefore, I should have retained the $4,200, not the $1,000 that was credited minutes after completing the rollover. I hope this gets resolved, as I have screenshots of the chat conversations and a screenshot from seconds before fulfilling the rollover, showing the amount I had before completing it.

Dear denuncbet,

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 send me the exact link or a screenshot of the bonus you activated and played with? Where did you find the bonus code? Did you receive a promotional offer via email or did you find the bonus on some third-party website?

Do I understand correctly that your balance of $4200 was capped at $1000 immediately after you finished wagering your winnings from the free spins?

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

This code is released by coins.game on telegram twice a week

This code only activates if you make a deposit of 20 dollars after activating the code, and make a recharge of 20 dollars, to go the 20 free spins worth 1 dollar each, and activates, and in these 20 spins the gain that you have, has to fulfill the rollover of 20x. And as the employee said in the chat. The maximum withdrawal amount on the bonus is 10X the amount won on the spins, and as I won 998$ on the free spins, then 10x 998$ 9998$ was the maximum I could withdraw, not 1000$.

Do you have a transcript of your entire communication with customer support regarding the cap on your winnings?

Could you please send me a screenshot of the Terms and Conditions from the bonus code you activated and played with?

Please forward me all the necessary evidence that could be relevant to our investigation at veronika.l@casino.guru. Alternatively, you may post screenshots directly here.

Okay, I'll send it to your e-mail

When you open this image, you can see the 20 free spins

Thank you very much, denuncbet, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you denuncbet 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.

We will need a little more time to collect all the information.

Could you please extend the timer?

Hello.

We sent you a message to your email Peter.

Hello,

And this message can't be sent here?

Thank you for the response Coins.Game Casino representative. Would it be possible to provide me with the betting history of the player for review? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance!

Hello, Peter. What's up?

Could you please describe what they sent you in your e-mail, I thought the descriptions of both parts would be here...

I will update you once I have a response from the casino and I can review the game history to see the amounts you have worked with for myself. Thank you for your patience during this time!

Hi Peter.

I was trying to access my account at the moment, and the password or login was incorrect.

I went to update my password,

It shows again, incorrect login and password....

It's funny, I was able to log in yesterday, but now I can't, after you asked me to review the player's history, I can't access the account.

I managed to get in touch with them and they deleted my account, and said I'd violated the rules.

What do you mean I haven't violated anything?

Hello.

We sent you a message Peter.

Dear denuncbet, the casino has provided me with evidence of failed verification. In this case we won't be able to assist further and are forced to reject your complaint. 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.

Kind regards,

Peter