Coins.Game Casino - general discussion (page 8)

Well, you are telling me that you did everything right yes? Your name was correct when you registered and verified yourself?

Yes, it was the same as the ID card

Sim

So if you think you entered all the information correctly and the casino made a mistake, you can file a complaint with us.

Are you interested? 

I'm going to check if I still have the necessary receipts for

Okay check and get back to me if you have everything you need. 🙂

SCAM ALERT: Coins.game stole $222,000 CAD from me after "Clean Play" confirmation!

Content: STAY AWAY FROM COINS.GAME! This is a robbery, not a casino.

I am a legitimate player who deposited $4,800 USD and legally won my balance up to $222,000 CAD. Now, they have confiscated ALL my funds and banned my account without explanation.

Here are the undeniable facts backed by evidence:

NO BONUS ABUSE: I played with a raw deposit. I never used any deposit bonuses. The ONLY bonus I ever touched was the 150 free spins from the monthly leaderboard reward. I am not bound by any wager requirements.

LEGITIMATE GAMEPLAY: My winnings came 100% from Slots and Live Casino games. I never made a single sports bet. There is no "arbitrage" or "cheating" possible.

SINGLE ACCOUNT: I have one and only one account. I have never violated their multi-account policy.

FULLY VERIFIED: I successfully completed the full KYC verification process via their third-party provider, Sumsub. My identity is real and verified.

SUPPORT CONFIRMED I WAS SAFE: Before the ban, I asked their live support about my withdrawal. Their own operator checked my logs and stated: "Given your approach to the game, I don't think you'll have any problems withdrawing funds. So you have nothing to worry about!" (Screenshot attached).

THE SCAM: Despite this confirmation, they suddenly banned my account and confiscated $222,000 CAD. No email, no explanation, just a generic "Decision is final" message on Telegram.

They are happy to take your money when you lose, but if you win big, they will steal it. I have saved FULL records of my betting history and chat logs.

THEY TAKE MY MONEY , with no excuse

 Coins.game Confiscates $222k Citing "Verification Failure" Despite CLEAR Sumsub Approval 

If you send a message to coins game support (they will say that you have breached some term) I am looking for my proofs and I will open a dispute here on the casino guru website.

My case is similar

Hello, I am sorry to hear about what happened. I see that you have described many things that I would have asked about if you hadn't written them down.

Based on what you have said about the whole situation, I would advise you to file a complaint.

You can do so at this link. ⬅️

Our team will try to help you, and I believe that we will be able to resolve this in some way. 

If they didn't tell you why they blocked your account, then we can only guess. 

I believe that this will help us find out.

Are you in? 

Yep, I will, ty for your help. and now, the site said:

 Coins.game Confiscates $222k Citing "Verification Failure" Despite CLEAR Sumsub Approval (Proof Attached)

Content:

I am providing irrefutable evidence that Coins.game is acting in bad faith to confiscate my legitimate winnings of $222,000 CAD.

The Casino's Claim: The casino blocked my account and voided my winnings, citing Clause 6.1.1, claiming that "verification was unsuccessful" and that there were "discrepancies" in my data.

The Truth (See Attached Evidence): This claim is a lie. I have attached the official verification log from Sumsub, the third-party KYC provider used by Coins.game itself.

Sumsub Status: "COMPLETED / APPROVED" The attached screenshot clearly shows that my identity verification was fully processed and APPROVED by Sumsub. My ID, facial biometrics, and documents were all verified as authentic.

The Contradiction: How can the casino claim "verification unsuccessful" when their own trusted technology partner (Sumsub) marked me as Verified?

If Sumsub says I am who I say I am, there is no "discrepancy."

The casino is overriding the third-party result solely because I won a large amount ($222k).

Malicious Intent: Prior to this ban, the casino's own support agent checked my account and stated: "Given your approach to the game... you have nothing to worry about." (Screenshot attached).

Conclusion: Coins.game is using Clause 6.1.1 as a pretext for theft. There is no verification failure. There is only a refusal to pay a winning player.

And also, I report this to Sumsub too

It is possible that in some cases the casino will want to verify the player or something may not seem right to them. Alternatively, sumsub may send something for verification.

In any case, I believe that by filing a complaint, we will find out what the problem is.

But we have to wait for that.

I've been playing this game called Coins. Game.\nAnd I had a bit of luck first time, I won 6800\nI gambled six thousand back was able to cash eight hundred out

I've been playing a casino game called coins.game I was verified once was able to cash out eight hundred I was lucky and was able to hit a couple big wins .They advertised my big wins on the casino site I went to cash out some money.And they all of a sudden , just tempirarily suspended my account for sucuirty check. I've got deposit receipts, transactions and screenshots of them advertising. My big wins on their site, but then they just said I was permanently suspended because of fraud or something.

Hello, I'm not sure I follow the "advertising" part, but I get that your account was initially closed for a security check and then blocked. Maybe the casino is convinced your account did not pass the security check; unfortunately, in most cases, that results in closing the account.

Sadly, in such cases, casinos are not very motivated to provide details about so-called fraud to related players. I guess there is not much to conclude without insights from the casino.

Could you perhaps describe what game you played and whether you applied any form of strategy? Basically what and how did you play? I guess you are not aware of any hints, but it never hurts to ask, I wager.

may I know when will this blackpoints will affect the casino safety index?

Hello, this is the same for every complaint. The associated black points are "delivered" once the complaint is closed as unresolved. Technically, Safety indexes are updated in the middle of the week, unless we are experiencing updates.

What I can see in the system is the future rating, which, in my opinion, involves the unresolved complaint; its value is 1.2.

I played Comet Crash at $25 per spin and won over $13,000 in USDC. When I attempted to withdraw the maximum allowed amount of $9,999.99, I was told the withdrawal was undergoing security checks. Shortly after, my account was suspended and then deleted, preventing access to my balance.

I created a second account only to contact support through live chat to ask what happened. The conversation was then moved to email.

Below is the email thread documenting the timeline, along with screenshots showing the site advertising my wins in their scrolling "recent wins" ticker, which promotes large player wins to encourage additional engagement.

In summary:

• I legitimately won over $13,000 playing Comet Crash

• I attempted to withdraw $9,999.99 (their stated maximum withdrawal)

• The withdrawal was placed under "security checks"

• My account was then suspended and deleted

• I was prevented from accessing my balance or completing the withdrawal

• The site continued advertising my winnings publicly

Feb 2 – Me

Hello. Username curt81 (cckiv1981@gmail.com). I cannot log into my account. I have transaction records showing USDC and Bitcoin deposits and withdrawals but cannot access the games or my account.

Feb 2 – Coins.Game (Ian)

Your account is currently being checked and is temporarily unavailable to log in. Once the checking process is completed you will regain access. Estimated resolution: within 48 hours.

Feb 3 – Me

How long do I have to wait before I can log back into my account?

Feb 4 – Coins.Game (Ian)

Your account requires additional checking by the security department. This process may take up to 15 days, though the timeframe is not specified.

Feb 5 – Me

You can advertise my wins on your casino app but now you are trying to find a reason not to credit me. What is the issue?

Feb 5 – Coins.Game (Anita)

Your account access is temporarily restricted while the verification process is being completed.

Feb 13 – Me

Any update?

Feb 13 – Coins.Game (Daria)

Security department reports no change and there is no exact date for when the block may be lifted.

Feb 15 – Coins.Game (Diana)

Standard waiting time is up to 48 hours, but the user agreement states that in some cases the procedure may take up to 15 business days.

Feb 17 – Me

Today is day 15 and I am still in limbo. I cannot access my account, games, or funds that I rightfully won.

Feb 17 – Coins.Game (Ian)

The investigation is still ongoing and in its final stages. Sometimes additional checks are required beyond the standard timeframe.

Feb 24 – Me

This is not normal procedure. I have proof of every deposit, transaction, withdrawal code, and screenshots of my wins. I also have screenshots showing you advertising my wins on your casino site.

Feb 24 – Coins.Game (Diana)

Your account is still under review by our Security Department. The investigation has not yet been finalized.

Feb 26 – Me

It has now been 24 days. I need access to my account and would like to speak to a supervisor. First I was told 48 hours, then 15 days. It has now been 24 days.

Feb 26 – Coins.Game (Diana – Final Response)

Your account has been permanently blocked in accordance with the rules:

7.5. coins.game reserves the right to reject a withdrawal request in case of fraud. In this case, the account will be suspended and the payment will not be processed.

9.2. Collusion and fraudCoins.game reserves the right to disable user accounts and confiscate the balances in their accounts (including deposits and winnings) if they are found to be receiving or attempting to receive an advantage in trading information about their cards or colluding with other users in order to gain an unfair advantage. These advantages may include discarding and transferring chips, discussing hands during play, multiple use of a single account, or soft play. Coins.game provides thorough verification of play, both manually and automatically, and investigates all related user complaints. In addition, coins.game provides proactive and random verification of game processes and accounts.

9.3. Fraudulent activityAs soon as coins.game detects fraudulent, illegal, unfair, or inappropriate activity (including the use of a VPN, proxy, or similar service that masks or manipulates your actual location, or placing bets, wagers, or playing poker through a third party or on behalf of a third party) on the Website, we reserve the right to block the user's Account and forfeit all balances in the Account without prior notice. In such cases, coins.game reserves the right to report fraudulent activity to existing regulatory and law enforcement authorities, including but not limited to banks, credit card companies, and/or any individual or entity with a legal right to such information, and/or to take legal action against such user.

Diana

Customer Service

Coins Game