Coins.Game Casino - Player’s withdrawal has been blocked for being a UK resident.

Created account. Deposited. Won. (330 euro)

wont let me withdraw, says UK players not allowed.

I was sent promo emails, they know im from UK

Dear wrongerstun,

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. 

• How much have you deposited in the casino?
• Has the casino returned your deposits?
• In which way was the casino informed you come from the UK?
• Could you please share your communication with the casino relevant to the issue? Send emails or chat transcripts to my email at tomas@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,

Tomas

I deposited 50 euro ( approx £43 )

I was allowed to create an account, at no point was I stopped from doing so. No error message. All other sites would prevent access if UK players are not allowed, followed by a clear on screen message.

The casino was advertised to me via email.

My deposit obviously come from UK bank.

When i tried to withdraw I was asked to complete my details, no UK option in the drop down menu. I told them via live chat im from UK.

I have won a jackpot too, im really upset and stressed.

Was advised to use a vpn to try and get round the issue of not being to verify. Changed to another country and was able to verify passport. Then tried to withdraw. Amount now up to 411 euros. I have chat reassuring me i will get paid.

Thank you very much, wrongerstun, for providing the necessary information. 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 wrongerstun,

I'm Michal, and I have taken over your complaint. Although I understand your point and I can agree with you that ideally, every casino should have a feature implemented to not allow players from a non-allowed country to register and deposit money, or where certain local regulations limit this. We are advocating for this, unfortunately, this has not yet become an industry standard. That's why it is indeed the player's responsibility to make sure to read the terms and conditions. I have found this in the casino T&Cs

However, a fair approach from the casino would be to return at least your deposits.

I will contact the casino to see if I can help.

We would like to invite Coins.Game Casino to join the conversation.

Dear Coins.Game Casino,

Although I can agree that players should read the terms and conditions before they open their account to avoid situations like this, however, I have to mention that your casino is easily accessible from a UK IP, so there is no IP block, UK phone number is allowed to be entered, no country in registration needed, depositing possible without filling out the player profile which is confusing for the players and it creates a situation when the players can lose money but are not able to get anything.

Why was the player's account not closed once they provided their residency details, or why was the player able to deposit when they opened their account from a prohibited country and deposited from a UK bank?

We expect casinos to have measures in place to prevent situations like this.

I understand the player might not be entitled to the winnings, however, a fair resolution to this situation would be to return the deposit back to the player. Can you please consider this option?

Winnings received..

Dear wrongerstun,

Have you received the whole disputed amount? If so, can we consider your complaint resolved?

Dear wrongerstun,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear wrongerstun,

Although we have not received explicit confirmation that you received the whole disputed amount, considering the absence of communication that would typically accompany a non-receipt of funds, it was concluded that you have indeed received all the funds successfully.

We consider this complaint to be successfully resolved, and we will now mark it as "resolved" in our system. I would like to thank both parties for their cooperation.

Please feel free to reach out to us, Wrongerstun, if you encounter any issues with this or any other casino in the future. We are here to assist you.

Best regards,

Michal

Casino Guru