Coins.Game Casino - Player’s withdrawal is delayed.

I have ask multiple time I have been lied to spun around and Givin excuse after another. I waited because they detected multiple accounts from my i.p. address that was a lie. I have made 100 or so deposits and never one withdraw. I try to make 1 and this is what I get. I have so many ppl lie to me here I'm blown away. Even my private worker who helps me navigate the business lol. I ask foe withdraw 2-3-24. Also 3rd 4th 5th I deposit money. They can't see my bets but they know I lost my money then cuz it was magically Givin back to me on these days. Nevermind my deposit is what I have lost. I ask repeatedly for a boss and the same women even lying about who she is just tells me the same thing. I have screenshots and plenty of proof to show I've been done wrong. As loyal as I e bee. And committed they do this cuz I ask for 1 withdraw. We are months into this and they still say I git it but can't prove it I can prove I depot that day and I know because I never got one yet I didn't win and withdraw any of it. I have made 1 attempt in year to remove money I'm still waiting. I have employees say they can see it then others say it's gone. " my withdraw" I have a lady sending it after the alleged verification but they are saying it went back to my account immediately with no record. I have multiple lying about see my bets then find out that they can't even go back that far. I'm at a loss of words. I need your help

Dear scottmillsgettinit,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem and understand your concern. Can you please answer a few questions to help clarify your situation?

Are you able to access your casino account normally, or has it been closed after the casino detected multiple accounts from your IP?

Have you used any VPN or IP-masking software to access the casino website?

Do I understand correctly that your withdrawal request was declined by the casino, and the customer support stated that the money was returned to your casino balance, and you played it away?

Could you please confirm that the amount you requested for withdrawal was $1100?

Please forward all the emails and chat transcripts, transaction history as well as all the other evidence that could be relevant to the investigation of your case at veronika.l@casino.guru.

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

I'm actually in the clear now. I can withdraw. They told me my money went back on Feb 3rd. Been saying it for days. My personal manager who has clearly lied also gave me the info that shows me making a deposit and wager on the 3rd but it was clearly from my deposit and the best part here is the man didn't tell me about the verification until the 4th. I made 2 deposits the 4th and wagered that money gone there is no way it was put back the 3rd as they all kept saying until this new almost generic form showed up last night and my private manager really thought it was the key to shut me down. Isn't she suppose to be on my side here. Anyway. So she presents it swears to the moon it's legit after repeated lies and constant twist they keep pulling but it was proving my money went back the 3rd and was spent. So I showed her my screen shot that clearly showed on the 4th one of the employees telling me the verification process was going to begins there was no way the money went back the 3rd. Said it could take 48 hrs. So I made 2 deposits the 4th and didn't check back til the 13th I made another deposit ask a few questions and was told it was on the way by another employee. And yes I have screenshots. Fast forward 5 months and 60 deposits later we are here. And everyone swears it was returned. I have told them I'm not worried of any info they get or have I know 100% I didn't get the money back on my account. So I reach out to the owners she was very short and rude with me. All screenshots available. This is my favorite casino. I feel cheated foe no reason. I even ask.my manager to just find a way to fix it and we all be happy buy this is the way that was chosen but them.

Could you please send me the screenshots as well as emails of your conversations with the casino customer support regarding this issue? My email address is veronika.l@casino.guru. Thank you.

I have tons of screenshots and they main Chat with my personal manager who clearly proves it through yet another lie.

Where is the best place for u to receive them

I'm sorry I'm just overwhelmed with all the screenshots. It is quite obvious they lie alot. How am I to believe anything after they flat out lie to me. Every time i proved I was in fact not lying they just buried it and tried to find different and even more ridiculous things to say about how it was Givin back and I spent it.

Thank you for the screenshots of your conversations with the casino customer support. Would it be possible for you to send me the screenshot of your transaction history from February as well, please?

I sure will.

Just 2 days ago I put on 25 wagered over 10000 and cashed out 1500. So the numbers are exactly what they would be anyway. If I had 1100 to start with the wagering would have been 10 times this here.

Thank you very much, scottmillsgettinit, 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 scottmillsgettinit 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 what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Ok perfect. That sounds like a good plan to me. I have provided multiple different moments in which they said I was paid back the winnings and the casino was clearly lying to me. Multiple occasions even about other things I ask them. Idk how or why so many ppl lied to me there but I find that to be so unprofessional and this is a site I choose everyday to invest my time energy money into just to be lied to. I hope they take control of this situation and see that I was not paid back I would assume by mistake and they go ahead and cash me put. I even said. If They cash me out I would likely spend it back on the site anyway. I'm still active on the site and I intend to stay put. I just hope they see truth and I hope they see that even through this mistake has caused a ripple I have remained loyal to my decision of using coins.game.

Hello.

We sent a letter with an explanation and evidence to the email address - peter.c@casino.guru.

Thank you for providing the explanation Coins.Game Casino representative however you only showed me that the account is not blocked and the player should be able to withdraw which we were already aware of. It seems to me that we're not really sure what the player is requesting to be done in this case.

Dear scottmillsgettinit, would it be possible to clear up what it is you have requested us to do in this case because I have reread your complaint multiple times and still don't understand what your issue is. Thank you in advance!

I would like to be credited with my attempted withdraw back in my account as they should have been from the beginning. I'm not a liar and I think as many times here as I proved that I am not and they just seemed to fall flat on there face I should at minimum be givin my money back. I'm still shocked I have to fight this. It's simple. I want my money back so if I want I can withdraw it. If I want I may play it. 50/50. Who knows. I do however want the right to do whichever I please. Fair is fair for crying out loud.

Thank you for the clarification

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

We have sent you the requested information to the specified email address Peter.

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

Dear scottmillsgettinit, the casino has provided me with your transaction logs and it is visible in them that the specified transaction from 2/3/2024 has not been processed and was deposited back to your balance. I am not sure how we can assist you further here.

Yea I'm sure they have. Now tell me how u believe them when u know they have lied to me multiple times and even said they can NOT go back that far and see the bids mad and also said that if the money was returned there would be a transaction. Neither of which they ever proved to me and then tried to send some generic form that said my bids on it. Another bogus lie.

I'm disappointed in this whole situation. How does one find fun in being treated this way and what's the point to reach out foe help if that's the one thing ur not doing. That's ok. Believe the obvious lies they keep saying. I know this is all a lie. How was the money in question on.the 3rd but I was never even told about the verification until the 4th. That means the money would have been allegedly returned the 5th also. On the 3rd is when Barbara said it would be 20 min. On the 4th is when this.started and the 5th is when the money allegedly went back. The wager from the 3rd and 4th are from the deposit I made the 3rd and the 2 on the 4th

Dear scottmillsgettinit, I understand your frustration but I am simply reviewing the evidence I was provided that supports the casino's claim. If you're unhappy with the resolution we can always close the complaint. I am sorry I can't be of more help on this occasion.

I would like to see the evidence also. Is it not a issue that they have lied to me about the evidence and gave me fake meaningless info and told me it was me who was wrong and not the lies they were telling me.

I have had to reach out to u and wait 7 months now for what I ask for from the beginning and was lied to. That's not frustrating it's just bullshit. I have the employees tell me so many different things. What kind of proof do they now have all of a sudden

Dear scottmillsgettinit, I understand your point of view and would like to provide you with more information, but due to policies that casinos, as well as our company, must follow, such information cannot be shared. The casino has cooperated in this matter and I assure you that the information provided was truthful and reviewed properly. I am sorry I can't be of more help on this occasion.

Dear scottmillsgettinit,

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.

Unfortunately, the player has not responded to our messages. Consequently, we have no choice but to reject this complaint.

The player can reopen this complaint at any time.