The player from the US had been unable to withdraw her winnings of $2,160 due to issues with ID verification, despite having previously made successful withdrawals. She had been locked out of her account and had not received a response from the casino. After our intervention, the player confirmed that her issue with the casino had been resolved. Consequently, we had marked this complaint as 'resolved' in our system.
Coins.Game Casino - Player unable to access account and withdraw winnings.
Amount: $2,160
Coins.Game Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
Public
Public
6 months ago
First I'd like to make it known that I've been playing on coins.game site for a while now and I have made withdrawals several times without issues. However on April 18, 2024 I attempted to withdraw $2160 and was rejected for id verification. I completed the id verification online and was told I had to wait longer even though the online verification said I was successfully verified. Then somehow my 2FA authenticator quit working for me to login to my coins.game account. So I messaged them and was told to submit request via email and attach some requested documents. I did everything they requested and I even received a confirmation email stating my request was accepted and that within 48 hours I would be contacted to resolve the issues. It has been over two weeks and I have heard nothing. I've contacted them numerous times and talked to about 8 different people all of which keep saying the same thing and that is for me to wait and I'll be contacted via message. They eventually started saying it can take up to 15 days to verify my identity but I'm still locked out of my account that was only supposed to take up to 48 hours to resolve. I've been a loyal player for coins.game for a while and my winnings were from deposits made without promos.
Public
Public
6 months ago
Dear fontenotcassey,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
- Have you been informed what specifically seems to be a problem in verifying your account?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Public
Public
6 months ago
I understand the importance of identity verification and promptly submitted all of the requested documents. The process started with a third party verification which I successfully passed. Then I was told it would take up to an additional 48hrs to complete. I've contacted them numerous times and all I'm being told is that it can be up to 15 days (which has already passed) and to wait for an email response.
**Also just to say. About two weeks before this happened I won and withdrew almost $900 without a single issue.
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6 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, fontenotcassey, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
