Crown Coins Casino - Player’s account has been closed for suspected fraud.

I cashed out $6,000 a few days ago and then $13,000. They sent me the $6,000 and still let me make many deposits while I waited for the $13,000 then wanted verification of card. Sent that to them and they said it failed. After a few days trying to talk to someone they closed my account for suspected fraud. Nothing i did was fraudulent. Now I'm locked out, they kept my money and no way to contact them

Dear k_riley27,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Crown Coins Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please specify if you used the same payment method for both withdrawal requests? Was it the same as for your deposits?
• Did you pass the full KYC verification before you lost access to the account?  
• Can you clarify if you received any specific reasons for your account closure?
• Please specify what your account balance was at the moment of closure (amount of SC and GC).

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,

Natalia

The deposit was from the same card. I won 27,000 and cashed out 6,000 and kept playing then cashed out the 13,000. I had passed all verification but when it came time to cash out the 13,000 they wanted to verify the card. So while waiting for them I cancelled the withdraw and started playing on the 13,000 and ended up with a little over 20,000 but I couldn't withdrawal so that's the balance in my account when they closed it. I have the message they sent

Thank you very much for your reply, k_riley27. Do I understand correctly that the casino requested a photo of the card you deposited with or any other documentation (e.g. bank statement)? Have you provided it as soon as possible?

Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Ok let me go back and kinda start again. I signed up for crowncoins. My kyc verification went thru with no problem. I played quite often. Spent lots of money on there with different debit cards, I even became, a royal member, I believe that's what it's called. I won some money and cashed out $200. Had no problem. Then I won the $20,000. I played it down and cashed out $6,000 no problem. I received it the next day . I won again, and cashed out $13,000. That's when they wanted a pic of debit card front and back. I sent the pics in and while waiting on them to verify, I couldn't cash out so I started playing the $13,000 I still had on the game and won $30,000. Ended up playing down to right at $20,000 and they said verification failed. I'm going to send u all the screenshots I have

I sent 5 emails with screenshots

Thank you very much, k_riley27, for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@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 k_riley27, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out and subsequent verification failure. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Crown Coins Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s KYC has failed when previously there was no issue? I would also appreciate if you could provide us with any and all relevant evidence. In case the said evidence contains sensitive information, it can be sent to me directly via e-mail at matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

So if they don't reply what happens

If the casino does not reply, the complaint will be closed as 'unresoved' for the full disputed amount. That will affect the rating of the casino negatively and once the system recalculates the index, number will also change downwards within the review on our website.

Unfortunately, since social and sweepstakes casinos are officially not gambling sites and are not regulated by any official gambling authority, I will not be able to point you towards any official body to lodge a formal complaint. However, I will check if the casino is prefering any kind of ADR, that maybe will be more helpful.

I have received the following e-mail from the casino:

Hello, I hope you are having a great day. ❤️

To further address the concern, we encourage the player to contact us directly so we can able to identify and resolve it.

To create a support ticket, please visit our website and click on "Contact Us" at the bottom of the page.

Thank you for your understanding,

CrownCoins Support Team

Dear k_riley27, please let me know once you contact the casino and whether they are willing to resolve your issue. Feel free to include the link to this complaint as a reminder of the issue for CrownCoins, and I would also appreciate being CCed into any further e-mail communications via matej.l@casino.guru, so I can keep up to date with this case as well as advise you the next best steps.

I have contacted them several different times on the support page and they say the same thing every time and close the support ticket

I see. Can you please try one last time - also mentioning an ongoing complaint at Casino Guru - and see if they still just close it down? If it happens, I'll just mark this complaint as unresolved, and since it is involving a hefty sum, the rating will go down significantly after the next system review.

I have also sent another e-mail to the casino explaining how our website works, in hope of peaking their interest and getting involved in the resolution.

I will do it right now. Thank you so much



I just tried to contact them again. But this time I clicked on verification and here is the response

This shows that they have already verified me .

Dear k_riley27, thank you very much for sharing the tickets. It is clear that the casino is not willing to elaborate on the issue, and since they also refused to cooperate when I have contacted them by e-mail, I think there is no point on prolonging this complaint anymore, as no resolution will be reached this way.

I will mark the complaint as "unresolved" in our system, and the new rating will be recalculated accordingly sometimes next week, by the system. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. 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 JAMS: Mediation, Arbitration and ADR Services – an alternative dispute resolution service and submit a complaint to them. It is stated in casino's terms and conditions that they collaborate with them, so hopefully they have better options and tools to help you. You can submit your case via this link. Unfortunately, since the sweepstakes casino is officially not considered gambling, they are not regulated by any gambling authority, which means there is nowhere "higher up" I could send you with this issue. Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (or you can reach me with any further questions here: matej.l@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Matej

Before I close this thread - I just noticed your last post about verification. Does it mean you can now log into your account and request a withdrawal?

No. My account is still deactivated. But it proves I was verified and still am

Alright. In that case, all is as I mentioned in the closing message above, and there is no point keeping this complaint open anymore. :(

Please, see if the JAMS folks can be of more help, and feel free to e-mail me if you need help with either submitting the case to them, need any further assistance from me, or if you manage to find out what was the actual problem and maybe get it solved through arbitration. I would be interested in hearing the good news.

Good luck, and I am really sorry I could not be of more help.

Matej

Caisno Guru