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I played at Coins Game Casino and won some money (my balance went up to CA$951). I then submitted documents for verification, and when I tried to login two days later, I was unable to access my account. After getting in touch with live chat, I was told that my account had been closed and my winnings confiscated because I had violated their terms and conditions. They quoted terms related to verification and accuracy of information.

When I asked for more information about the cause of the issue, I was told that they could not provide any details. I am certain that the documents I provided were correct, and now my money is being confiscated for no apparent reason.

Dear fsam41436,

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.

Did you play casino games or bet on sports?

Did you accumulate your winnings with or without an active bonus?

Did the details you provided during registration match the ones on the documents you submitted for verification?

Did you only use payment methods registered in your name?

Has the casino specified the exact reason why you failed the verification process?

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,

Dominika

Did you play casino games or bet on sports?

Casino

Did you accumulate your winnings with or without an active bonus?

With an active bonus although it was non-sticky so I hadn't reached the bonus yet and withdrew after tripling my cash. I also adhered to the maximum bet for bonus while playing in cash. The active bonus info stated 5 EUR or 5 USD iirc. I double checked this I thought it would be 3 CAD but as it was on the bonus itself it superceded any terms elsewhere.

Did the details you provided during registration match the ones on the documents you submitted for verification?

Yes, unless I made a typo which is unlikely. I cannot check if this was the case as I'm locked out.

Did you only use payment methods registered in your name?

Yes

Has the casino specified the exact reason why you failed the verification process?

No they listed about 6 different terms and told me they could not go further into the reason.

Any update?

Dear fsam41436, do I understand correctly that you requested a withdrawal before meeting the bonus wagering requirements?

Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

The cash and bonus were separate balances. Cash wagers were not contributing to the wagering of the bonus. I won whilst still in my cash and with zero wagering done on the bonus and zero increase to my bonus balance.

I withdrew just the cash portion. I was expecting to lose the bonus money and be paid the cash just like a normal non-sticky bonus which this is.

16.11.5. You can make a withdrawal before you have fulfilled the wagering requirements, but then you will lose your bonus money. If you decide to make such a withdrawal you have to contact the Website customer support team.

I will have a look to see if i have screenshots of the live chat, if not shall I go on live chat again and get their statement again?

Dear fsam41436, have you been able to get any more specific details from the casino about why your account was closed and your winnings confiscated?

No they refused to give details.

Thank you very much, fsam41436, 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.

Hello there,

Thank you fsam41436 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 why was the player's account blocked and winnings confiscated.

Thank you!

Hello.

We sent a letter to Dominika by email earlier, but we believe it was not read.

We forwarded it to you by email Peter.

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

Dear fsam41436, I will keep you updated about any new developments. Thank you for your patience during this time!

Hello.

We have responded to your letter.

Thank you for the update Coins.Game Casino representative.

Dear fsam41436, according to the casino representative, your account has been unblocked and your winnings reinstated. We will keep this complaint open until you confirm these new developments. Thank you in advance for your update!

Hello, I have received $909 in my bank.

I believe my original win was $951 then the fees took my withdrawal down to $928 and now the fees took it down to 909, however I didn't want to complicate things so just took the additional fees on the chin.

Thank you for being reasonable coins game and thank you GURU for your help.

Dear fsam41436,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Peter