CoinKings Casino - Pelaajan voitot on takavarikoitu.

Hello Casino Guru, I created an account with Coinkings yesterday and made a deposit of 500 USDT with a 100% bonus. I started to play roulette with real money and unfortunately lost it. I still had the bonus funds left, so I proceeded to wager. Luck came my way and I managed to wager the bonus. After which, I requested a withdrawal of 6300 USDT. I was asked for verification, to which I provided the required documents. However, today I received a message saying that my winnings have been annulled and my deposit has been returned. They claimed that I can only have one account, but I had just registered yesterday. I believe they simply do not want to pay out my winnings. Please help me resolve my issue.

Здравствуйте casino guru,вчера я создал аккаунт в coinkings ,сделал депозит 500Usdt с бонусом 100%,начал играть на реальные средства в рулетку.Проиграл их.У меня остались бонусные средства ,я пошел откручивать вейджер .Мне повезло и я открутил его,после чего я поставил на вывод 6300usdt .У меня запросили верификацию,после чего я загрузил все документы.Сегодня мне приходит сообщение ,что выйгрыш аннулирован и мне вернули мой депозит.Сказали ,что я могу иметь только один аккаунт .Но я вчера только зарегистрировался там .Я думаю они просто не хотят выплачивать мне выйгрыш.Пожалуйста помогите мне решить мою проблему

Dear janikora,

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

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please explain which games you played with bonus money?
• Could you please share your communication with the casino? 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

Good afternoon, None of my family plays in casinos, so I think there is no such possibility. They have a list of games that cannot be played, I did not play prohibited games. I played different games, book of oil, midas golden touch and so on. Well, they have no questions about my gameplay, they say that I have more accounts, although I registered only yesterday.

Добрый день ,Никто из моей семьи не играет в казино,поэтому я думаю что такой вероятности нет.У них есть список игр в которые нельзя играть ,я в запрещенные игры не заходил.Я играл в разные игры ,book of oil ,midas golden touch и так далее.Ну у них нет вопросов к моему гейм плею ,они говорят что у меня есть еще аккаунты ,хотя я зарегистрировался только вчера .

Thank you very much, janikora, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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 janikora,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a CoinKings Casino representative to join this conversation and participate in resolving this complaint.

Dear CoinKings Casino,

Could you comment on this?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear janikora,

I have contacted the casino one more time outside of the complaint thread and I will extend the timer by an additional seven days.

Your patience is much appreciated.

Dear Customer/Dear Guru team,

Thanks for getting in touch with us.

We are looking into this and will revert.

Thank you for your patience!

Best regards,

Coinkings Customer Support

Dear CoinKings Casino,

Please, keep us updated.

I'll be awaiting your reply

Dear Stefan,

provided you with detailed info in DM, please check and let us know if you require additional information.

best,

Dear CoinKings Casino,

I have responded to you via Skype.

I'll be awaiting your reply.

Dear Stefan,

provided you with detailed info in DM, please check and let us know if you require additional information.

best,

Dear CoinKings Casino,

I have responded to your message via Skype.

I'll be awaiting your reply.

Dear Stefan,

provided you in full with detailed info regarding this case.

best,

Dear CoingKings Casino,

We will also need the evidence for such accusations. Could you provide it to us via Skype or email at stefan.m@casino.guru?

I'll be awaiting your reply.

Dear Stefan,

we provided you with all evidence in this.

Best regards,

Support

Dear CoinKings Casino,

I have responded to your message via Skype.

I'll be awaiting your reply.

Dear Stefan,

we provided you with all evidence in this.

Best regards,

Support

Hello janikora,

I recommend you contact the Gaming Curacao Authority (complaints@gaming-curacao.com or via the 'Contact' button found on their website) and submit a complaint to them. Could you provide me with the screenshot as evidence once you file a complaint with them? You can send it to my email address stefan.m@casino.guru or you can paste it here.

I'll be awaiting your reply.

Hello, dear Stefan, I answered you in the mail .

Hello janikora,

I have responded to your email. Please let me know once you provide us with a screenshot of filing a complaint with Gaming Curacao Regulator.

I'll be awaiting your reply.

Dear Stefan,Answered the email

Hello janikora,

Thank you for your response and the documentation provided. I will close the complaint as "waiting for a regulator's decision". The complaint will be automatically reopened after 3 months.

Kind regards,

Stefan, Casino.Guru

Dear janikora,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

Hello janikora,

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 and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of janikora. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello janikora,

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.

Hello, I filed a complaint a long time ago, but they simply did not answer me. I described the entire situation in the complaint. But they simply remained silent, maybe you can contact them about this. I think that the casino simply does not want to pay me my winnings.

Здравствуйте ,я подал жалобу уже очень давно ,но они мне просто не ответили .Я описал всю ситуацию в жалобе .Но они просто промолчали ,может быть вы можете связаться с ними по этому поводу .Думаю что казино просто не хочет выплачивать мне выигрыш .

Hello janikora,

The casino has changed the regulator to GCB (Curacao Gaming Control Board). I can suggest you to write to them using the following link: https://www.gamingcontrolcuracao.org/contact. But they mention that they do not handle individual disputes between the player and the casino. Could you provide me with the screenshot that you wrote a message to them?

I'll be awaiting your reply.

Dear janikora,

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.

Hello janikora,

Thank you for your response and the information provided.

Dear CoinKings Casino,

Could you state if you have reconsidered the case and if are you willing to pay the player? The evidence of multiple accounts was not sufficient, and I am afraid that without any additional evidence, the complaint will have to be closed as "unresolved".

I'll be awaiting your reply.

Hello Stefan,

we provided you with full evidence that should have been more than sufficient to be labeled as solved.

Best regards,

support

Dear CoinKings Casino,

Please be advised that if you do not pay the player or provide us with the additional evidence like an IP match. device match etc., the complaint will be marked as unresolved. This could lead to a significant drop in your casino's safety index, which may impact your reputation and player trust.

We appreciate your immediate attention to this matter and look forward to your prompt response.

Hello Stefan,

we did provide you with full evidence that should have been more than sufficient to be labeled as solved.

Best regards,

support

Dear Coingkings Casino,

I have contacted you via Skype asking for additional information.

I'll be awaiting your reply.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

provided your colleague Peter with additional information to have this post properly resolved soon hopefully.

best regards,

support

Hello janikora,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Coingkings Casino,

Thank you, I have received additional evidence from Peter. I will review it and come back to you as soon as possible.

Your patience is much appreciated.

Hello janikora,

We have reviewed the evidence provided by the casino and we came to a conclusion that it would be difficult to prove that you do not have multiple accounts.

Due to the aforementioned reasons, this complaint will now be rejected. 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.