Coins.Game Casino - Pelaajan voitot on takavarikoitu.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Coins.Game Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked? Was your account closure related to the incident with the 'fugaso bug'?
• What particular game was affected by the bug, according to the casino?
• Did you achieve your winnings with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

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Hi Tomas,

• Player since / block date

I’ve been a player for about 18 months (VIP, ~USD 700,000 wagered).

My account was blocked on 2025-08-08, a few hours after two withdrawals were paid (see below). I learned this from the VIP Telegram chat, where they told me my account was "temporarily suspended" and later "final & non-negotiable" (see T1–T13).

• Was the block related to the "Fugaso bug"?

Yes. The casino said a "Fugaso provider bug" was involved and voided my remaining balance. They have not provided a signed provider report or any per-round technical evidence.

• Which exact game?

The operator did not identify the title. They only said "Fugaso games" and later "Fugaso reactivated." I’m asking for the provider-signed incident report listing my affected rounds (IDs + timestamps + reason).

• Bonus used?

No. All winnings were from cash play (no active bonus, no wagering requirements).

• Key timeline (all 2025-08-07, local time)

13:00 – Withdrawal paid to my Crypto.com wallet: 4.086891 LTC (R1).

13:30 – Withdrawal paid: 23.926804 LTC (R2).

(Wallet shows these as "Deposit LTC", i.e., funds received from the casino.)

15:52–15:53 – Wins 289.83 / 660.00 / 2,600.00 (B1–B3).

16:06 – Wallet balance 311.121787 LTC ≈ USD 37,998.85 (B4).

Point that matters: if my play was "fraudulent," those two withdrawals would never have been approved and paid earlier the same day.

• Communications

I’m attaching the VIP chat excerpts (T1–T13) where they:

— claim a "Fugaso bug",

— declare the decision "final and non-negotiable",

— later say "Fugaso reactivated",

— and cite T&C 9.3 Fraudulent Activity without any technical logs.

Attachments I can provide (now or by email):

R1 – Crypto.com receive 4.086891 LTC (13:34:24; CAD 661.11).

R2 – Crypto.com receive 23.926804 LTC (14:09:43; CAD 3,910.72).

B1–B3 – In-game win screenshots (289.83 / 660.00 / 2,600.00, 15:52–15:53).

B4 – Wallet screenshot 311.121787 LTC ≈ USD 37,998.85 (16:06).

T1–T13 – Telegram VIP chat excerpts (dates 08/12–08/17; "final," "reactivated," "9.3").

Please let me know if you prefer I email these to tomas@casino.guru or upload them in the thread, and in which format (PDF bundle or individual PNG/JPG + a short index).

What I’m asking the operator to produce:

Signed Fugaso incident report (incident ID, time window, game/version, my affected rounds with IDs/times/reason).

Full CSV/JSON session export (session ID, round/game ID, UTC & local timestamps, stakes, results, balance before/after, IP/UA; and if "provably fair": server-seed hash pre-commit, client-seed, per-round nonce, algorithm, revealed server-seed).

Decision trail (who decided, when, exact T&C basis).

Round-by-round remedy: pay all rounds not listed as invalid; reactivate my VIP account.

Thanks for your help mediating.

Best regards,

[removed by Casino.Guru admin]

Hello Thomas,

I wanted to explain my current issue with Coins Game and also point out that I am not the only one facing these problems.

Several players (including myself) have experienced the same situation:

Withdrawals blocked after initial successful payouts.

Accounts frozen or excessive KYC demands whenever winnings are claimed.

Winnings cancelled without clear justification, sometimes under vague "provider error" explanations.

Unhelpful customer support, often automatic responses or account closure when users insist on answers.

Very restrictive bonus conditions and technical bugs that prevent players from cashing out.

Many players describe Coins Game as a potential scam, especially in sports betting where larger winnings are never paid.

Here are some external references confirming similar complaints:

Casino Guru Complaints Forum: https://casino.guru/forum/complaints-discussion

Trustpilot Reviews: https://www.trustpilot.com/review/coins.game

AskGamblers Review: https://www.askgamblers.com/online-casinos/reviews/coins-game-casino

SiteJabber Reviews: https://www.sitejabber.com/reviews/coins.game

Casino Guru Review: https://casino.guru/coins-game-casino-review

➡️ In short: many users are reporting blocked withdrawals, lack of transparency, and cancelled winnings without proof. This raises serious doubts about the reliability and integrity of Coins Game.

My case is unfortunately one among many, and I wanted you to have this context as you look into my situation.

The game bug responsibility – posted earnings = earnings due

Good morning,

I would like to remind you of a fundamental principle: in the event of a technical bug in a game, the responsibility lies with the game provider and not with the player.

👉 The law and recognized practices in the field of gambling are clear:

• What is displayed on the screen constitutes the operator's contractual commitment to the player.

• The player cannot be held responsible for an internal malfunction, whether it is a software bug, a server problem or a configuration error.

Thus, the amounts displayed and validated at the time of the game must be considered as winnings acquired and paid to the player. If a supplier believes that he has suffered a technical error, it is up to him to assume the commercial consequences and to settle this directly with the operator, without penalizing the player.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@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.

Thank you Tomas

merci Tomas

Dear player,

Thank you very much for sharing your negative experience. We are now going to reach the casino team.

Hello Jozef,

Thank you for your message and for handling my complaint. I would like to point out that this casino seems to have many similar issues with other players. Sooner or later, the operator will have to take responsibility and settle the winnings owed. I remain available for any additional information.

Hello.

On 07.08.2025 there was a technical failure at the hub88 provider that provides the Fugaso game.

The failure was fixed, but some bets made by players during this period were always winning.

In the event of a failure in the casino system, all bets are canceled. You were informed about this in support.

We can send evidence to Jozef's email.

Best regards,

Coins.Game Feedback Team.

👉 "Look carefully at the operator's AML/KYC conditions, they are at fault, not me."

I remind you that, according to their AML & KYC Policy coins.game casino (Royal Way Limited, 15.10.2024):

• The operator is responsible for the integrity and security of its games.

• Risks must be detected and managed in real time via their compliance tools.

you have the obligation:

1. To ensure the integrity and security of your games and systems (AML Policy – Introduction & Risk Management).

2. Identify and manage risks in real time via your AI and compliance officers, with immediate action in the event of unusual activity (AML Policy – Additional Measures & Continuous Transaction Monitoring).

If there was a technical fault, it is their sole responsibility and not the player's.

I therefore ask the mediator to take into account this internal policy of the operator, and to check whether their decision respects their own obligations.

👉 "Regardez bien les conditions AML/KYC de l’opérateur, il est en tort, pas moi."

Je rappelle que, selon leur Politique AML & KYC coins.game casino (Royal Way Limited, 15.10.2024) :

• L’opérateur est responsable de l’intégrité et de la sécurité de ses jeux.

• Les risques doivent être détectés et gérés en temps réel via leurs outils de conformité.

vous avez l’obligation :

1. D’assurer l’intégrité et la sécurité de vos jeux et systèmes (Politique AML – Introduction & Gestion des risques).

2. D’identifier et gérer les risques en temps réel via votre IA et vos responsables de conformité, avec des mesures immédiates en cas d’activité inhabituelle (Politique AML – Mesures supplémentaires & Surveillance continue des transactions).

S’il y a eu une faille technique, elle relève exclusivement de leur responsabilité et non du joueur .

Je demande donc au médiateur de tenir compte de cette politique interne de l’opérateur, et de vérifier si leur décision respecte leurs propres obligations

Dear Coins.Game Casino team,

Could you please provide me with the relevant evidence at my email address: jozef.k@casino.guru?

Thank you in advance for your assistance.

Hello.

We have already sent you the relevant evidence to the email you provided.

Check it.

Dear Coins.Game Casino team,

Thank you for your message. I have just responded and will be awaiting your reply.

We have sent you additional information as you requested.

Good evening Jozef and Coins.Game Casino,

I have already consulted a lawyer specializing in this type of case, who confirms that my case is solid and that similar cases have been decided in favor of the plaintiff. I would like to point out that in the event of an unfavorable decision by the mediator, I reserve the right to take all necessary legal action. However, I am leaving one last possibility of an amicable settlement for an adjusted amount before the verdict is rendered.

Bonsoir Jozef et Coins.Game Casino,

J’ai déjà consulté un avocat spécialisé dans ce type de dossiers, qui confirme que ma cause repose sur des bases solides et que des affaires similaires ont été jugées en faveur du plaignant. Je précise qu’en cas de décision défavorable du médiateur, je me réserve le droit d’engager toutes les actions judiciaires nécessaires. Je laisse toutefois une dernière possibilité de règlement amiable pour un montant ajusté avant que le verdict ne soit rendu.

Dear HappyDayGame,

I have carefully reviewed all the evidence provided by the casino team, and I must confirm that their position is valid and has also been verified by the game provider. I am very sorry, but when such an error occurs, the winnings cannot be considered valid, as they were obtained unfairly due to the malfunction. Therefore, I must confirm the casino’s statement, and unfortunately there are no further options but to close this case.

You still have every right to seek legal advice or reach out to the licensing authority. However, I am afraid their decision would most likely be the same. I fully understand how disappointing this must feel, especially given the size of the winnings, but it is important that gameplay is always fair and not influenced by errors.

Kind regards,

Jozef