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I deposited $20 and got the 100 free spins. The rollover requirement was 35x and the max you could bet was $3 a bet. I met the rollover requirement and didn’t do anything wrong. I ran my $20 deposit up to $496, the second the rollover requirement is met they zap $396 out of my account and claim there was a 5x cap on winnings with the bonus. So I withdrew the $100 they were allowing me too bc it’s all I could get. To make a long story short, there was never a 5x cap on the bonus winnings. Even if there were it’s there job to inform and list it as a condition before the person deposited and started play. There were three diff opportunities for coins.game to list that in the advertising which lists the conditions of the bonus. I’ve provided each of the three examples of the ad, non of which lists it as being one. Also the checkbox you click for the bonus also didn’t list that as a condition. Im asking for my $396 I won I didn’t get. Also it takes time and resources to fight this battle so i expect my winnings at a minimum, possible double that for Boeing lied to and gaslight. You don’t get to write the rules and terms after the deposit when you have someone’s money and then don’t inform them of that shit. It’s laughable also they are acting like anytime would take a bonus with a 70x rollover requirement with only the possibility of of winning 5x their money.. in the end they are aware of that so they choose to not tell people, hope many don’t win, the ones that do we"ll put up a stone wall, and if they air the our bs we’ll pay them then. To make matters worse the guy offers me a shitty bonus as compensation for the bullshit

Dear HenjesMy,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

They openly say now they aren’t paying

Dear HenjesMy,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

I haven’t been paid

Not resolved

?????

Could you please intervene

Anybody here

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please send me the conversation with the casino where they specifically refer to the 5x cap and the terms?

Also, from the screenshot where it says 'bonus rules apply', could you send me those terms if you still have access to them?

Send emails or chat transcripts to my email at dominika.l@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.

I sent an email to you. I tried to add it here but it kept removing it. I’d love it to be added here though if possible

Dear player, did you see any information about the 5x winning cap before you claimed or activated the bonus?

After you activated the bonus, was this information visible anywhere in your account or in the bonus details?

Was this the first bonus you have ever claimed at this casino?

I had no clue there was a rollover max win. I only became after my total dropped from $496 to $100.I immediately messaged support, then I wa informed

After I accepted the bonus it as a box you check. The terms are disclosed there. There was nothing there mentioning that term

I’ve claimed tons of bonuses here, and nothing remotely similar had ever happened

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Thanks

Hello there,

Thank you HenjesMy 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 how we can help resolve this issue.

Thank you!

I would appreciate you help me get my $396 I was cheated out of. At a minimum I expect them to respond to my complaint.

Hello.

The screenshot the player sent shows that the Payout Limit is set at 441 DOGE, which is the maximum withdrawal amount he received and successfully withdrew.

The screenshot he sent is the active bonus page, where all the information is available.

Sincerely,

Coins.Game Feedback Team

That was not a condition listed or agreed to before you received my deposit. It was not listed as a term of the bonus on your advertising for the bonus. Nor was it it listed in the check box you check to accept the bonus

the fact your own support staff says in correspondence it was available to be seen after the deposit is acknowledgement it was not listed as a term before I committed my money. Then saying bc it shows in a screenshot I took after I withdrew the $100 , saying that’s proof would be laughable but it’s cost me $396. You don’t get to make up terms after the fact or purposely not disclose hidden or non existent terms. When I sent my depositi I did so under the terms listed. I won $496, you have paid $100

I need my other $396 in doge. I will remove my complaint and consider the matter solved

The fact that that screenshot you provide is only accessible after money is sent doesn’t provide proof it was listed as a term before I hand. If you had such proof you would have provided it. You didn’t bc it’s non existent.

If you think I’m supposed to come and check to see what terms you’d decided upon after you have my money? If that’s the case we call that extortion

I know what the terms were when I deposited, if there was a cap on winnings with the bonus, the term has to be included in terms before you get my money. How a.person goes about strategy for the bonus is based upon what they just agreed to in the checkbox for the deposit.bonus. So after I accept that and my deposit is received it’s not my job to expect to foulness from coins.game casino. Or am I ok with you making up terms of the bonus after you have me over the barrel helpless. No other customer is ok with that either, they like I were unaware of this.

just curious which is the reason, bc you obviously aren’t saying you listed that as a term beforehand or you’d show that in advertising you had for the bonus or the deposit bonus check listing terms

This is an example of the terms checkbox you have to accept for the bonus. If there is a terms like a 4x max win, this would be the place to add to add it. It was not added there, support acknowledged this

This was the bonus that was offered for stealing my $396, which I did not accept

Obviously in this example all of the terms of the bonus are listed correct?

Ive only posted this complaint one time and only here bc I like your casino outside of this. So I would remove this complaint and we could move forward if you send my $396 additional winnings. If not you can expect this complaint to be on every complaint resolution platform and or review site. $396 will be chump change compared to what you’ll lose. in business because of this. Of course whoever is answering this post may not care about lost revenue, trustworthy ratings drops of coins.game casino, or being a moral and decent business. I can assure you of one thing, war is coming if I don’t get my winnings. And you will cost coins.game $396 in the first few hours in lost revenue

I’ve been very patient with your casino even though you have not treated me kindly

I’ve provided documentation proving what I’m saying is true. Any player or potential player will see it that way. It’s not subjective or up for interpretation. You didn’t list this as a term and that is why you didn’t provide deposit bonus screenshots which show the actual terms agreed upon for the deposit

I do happen to have a copy of it. Support emailed showing I agreed to a bonus with terms listed clearly Nowhere was anything saying a 5x max cap

A details screenshot which is only available for review after you have the deposit is not proof of the terms available before the deposit. The checkbox you accept the terms in does that. This is more along the ines of proving you think you can extort players after you have their deposit

Your casinos worked hard in the PAST to maintain a level of trustworthiness

It takes years to build that, and literally seconds to destroy.

Is this really the the direction that coins.game casino is taking. Bait and switch. deceptive tricks, and gaslighting your customers of years. I promise I have way more correspondence and documentation yet to be given . Correspondence and documentation that will provided, if I don’t receive my winnings. I ve only just begun this process. In very soon order, my complaints will be on all platforms and reviews

site. If I don’t receive my winnings at this point in time you’ll soon find out I’m not bluffing it

The damage easily contained now, by doing right. I’m going to eventually get my winnnings, the only question is how much damage you do to your name and trustworthiness you do in the process of paying my winnings

If I don’t get my $396 in doge, you are going to be giving account for this on every complaint platform and review site. Left with only screenshots and fully verified proof I’ll be morally obligated to. War with your casino. In the end you’ll end up paying my winnings, the only question will be why you didn’t take care of doing that now. You don’t play Russian roulette with a person who smiles at death. I have nothing to lose, everything to gain, and a mandate to expose it

After today it’ll much harder to contain the damage done to your brand. I’m hoping to hear soon that my winnings are in my account. Where I can remove the complaint and consider the matter solved .

Hello HenjesMy.

At the bottom of the promotional newsletter, there is a link to the general bonus terms and conditions, which clearly states the following:

16.1. Each individual promotion is accompanied by its own set of specific terms and conditions ("Promotion Terms") in addition to these Terms. Therefore, you should read these Terms in conjunction with the applicable Promotion Terms for any contest, bonus, or promotion in which you wish to participate.

16.2. By participating in promotions, you agree to be bound by these Terms and Conditions and the Promotion Terms.

16.5. Participation in the Promotion will be deemed full and unconditional acceptance of the Terms, including these Promotion Terms and any applicable Promotion Terms, and confirmation that our decisions are final and binding in all respects.

16.11.6. Each user has the right to refuse bonuses by contacting the Site's customer support team and requesting that the bonus balance be reset.

We'd like to point out that the bonus terms are the screenshot you sent. This is a screenshot from your Personal Account with the bonus terms. You can also decline the bonus there without losing your deposit.

Unfortunately, we are unable to pay you for anything that is not covered by the promotional terms and conditions mentioned above. We appreciate your understanding.

Well you had the opportunity to provide proof you listed that term in any part of the numerous advertising, the check box where you accept the bonus( which lists the terms or at least some of the terms, You decided to go with bc in the rules you claim it gives you a indefinite ability to do whatever you want and to not inform the player,. I don't know where you think that's a good idea for you reputation. Anyway I've provided well documented proof you never mentioned that before hand. You basically gave nothing but a vanilla general rules let us do what we we want without telling you, At least everyone will be able to see that, and the fact you think anyone would take a max win amount of 4x the deposit with a 70x rollover is laughable. On top of that you advertised the rollover at 35x which is just another lie, con, scam. If like an escalation to the pit boss, One way or another I'll be taking to you on every complaint platform forcing you to give account to this, Where everyone knows coins*game casino is now scam,game casino

Good luck holding any decent reputation in the industry, it's obvious the ship of fools hijacked the casino I used to know

Scam.game casino offers a max win of 4X the deposit with a 70x rollover but doesn't let the players know, On top of not disclosusing the most relevant part they lie about the rollover requirements they did list, When confronted with documented proof, the play is to basically say they can do whatever they want bc someone put some vanilla blanket in the rules. Doesn't disclose any of this because they know nobody would ever take a bonus that shitty, The part they do disclose they lie about the rollover requirements and it ends up being double to the amount

Players if you want this great bonus or an even better one like maybe next time a 2 x Max win with 140x rollover, He says he can do that not disclose it to you and then the part he does he can lie about, Ask yourself do you feel comfortable playing at a place that feels like that's ok, Because you can bet your ass they'll do it in every circumstance they want and he says they can and will

And PS you can bet your entitled narcissism, sorry ass I wouldn't have taken that deal if you had any honest bone in your body, But obviously y'all don't and you are aware of the sorriness of it, You wouldn't hide a term or lie about the rollover if not, The fact you hid the big one and lied big about the other is self damning, You absolutely knew the bonus nobody would take if you actually disclosed the specs and didn't lie about the rollover

People don't hide shit and lie about shit unless they know the product is a scam,game casino scam or a flat out lie on the part they do disclose

I must caution you that the use of offensive or intimidating language will not be tolerated. Any further attempts to verbally attack or intimidate the staff members of the casino may result in the permanent blocking of your profile on our website. Our primary goal is to assist players, and we have a zero-tolerance policy for such behavior.

Dear Coins.Game Casino representative. Would it be possible to provide me with examples of how the terms and conditions are displayed for players at the time of accepting the bonuses, or how the players are expected to find the rules? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hello Peter.

We've sent you an email with an example of how it works.

Any updates here, on a call regarding the complaint

Thank you for providing me with the information Coins.Game Casino representative. I have responded to your email and I await your response!

Dear HenjesMy, I will keep you updated about any new developments. Thank you for your patience during this time!

Hello.

We have responded to your email.

??

Dear HenjesMy, your complaint is being reviewed internally with my team. I will keep you informed about any new developments. Thank you for your patience during this time!

Ok I'm eagerly awaiting a resolution

What's up

Hello what's the status of the claim

Dear Coins.Game Casino representative, after reviewing the matter with the team, we concluded that it is insufficient for the maximum-winnings conditions of a bonus to appear only after the bonus has been claimed and viewed in the bonus tab. Players must be informed of all relevant casino rules before deciding whether to take a bonus. If these terms are not clearly presented in advance, a player may unknowingly agree to a bonus they would otherwise have avoided.

We do not tolerate hidden or undisclosed rules, as they create an unfair environment and place players at a disadvantage. A casino should never attempt to enforce rules that are not publicly stated, especially when players have no reasonable way to know about them.

Ensuring transparency is not only fair to players but also beneficial to the casino. A fair and predictable environment helps maintain player trust, encourages continued activity, and supports long-term player retention. Conversely, when players encounter unclear or seemingly unfair practices, they are far less likely to return to the casino platform. I hope we can come to a compromise in this matter and resolve the matter fairly for all parties involved.

Thank you in advance for your reconsideration!

Id be willing to remove the complaint if my winnings are paid. I've had good experience with the casino outside of this

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear HenjesMy,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Peter