Coins.Game Casino - La cuenta del jugador se cerró debido a que los datos de registro estaban incompletos.

When I created my account, I did so through Google Account synchronization, which doesn't allow for Name editing. The name that got registered on the Platform was just my first two names without my surname. However, it wasn't possible to change it. I filled in all the required information where it was possible. I had already made a deposit using the PIX method, which requires a CPF number where they could have verified my full name. I even looked for an option to send my document initially, but it didn't exist anywhere. The last time I requested a withdrawal, the Platform blocked it. When I contacted support via chat, they asked me to send my document, which I did promptly. However, they didn't verify the documents I sent, claiming that my name was wrong, although it was just incomplete. I contacted support again to find out how to proceed, and they told me to send an email to support@coins.game explaining the reason for my request. I did so as per the attachment, and the response I received was that my account was blocked and my balance withheld because I violated the rules. But as I said, I registered through my Google account; they didn't even analyze the situation. I am extremely upset with the situation as I didn't attempt to commit any fraud, and it's the same process I've used on many other platforms during registration.

Quando criei minha conta, a fiz por meio da sincronização da Conta Google, o que não permite edição do Nome. O nome que ficou na Plataforma foi os meus dois primeiros nomes sem meu sobre nome. Mas não foi possível alterar. Os dados o quais era possível preencher eu os completei. Já havia feito deposito na modalidade PIX, modalidade essa a qual exige o numero de CPF onde poderiam ter verificado o nome completo. Inclusive procurei onde poderia enviar meu documento inicialmente, mas não existia essa opção em nenhum lugar. Na ultima vez ao solicitar um saque, a Plataforma o Bloqueou. Ao entrar em contato com o suporte no chat o mesmo pediu o envio do meu documento, o que fiz prontamente. Porem eles não verificaram os documentos enviados alegando que meu nome estava errado, contudo o mesmo estava incompleto. Entrei em contato com o suporte novamente para verificar como poderia prosseguir e pediram para envia um e-mail para support@coins.game explicando o motivo da solicitação. Assim o fiz conforme Anexo, e a resposta que obtive era que minha conta foi bloqueada e meu saldo retido. por que eu violei as regras. Mas como disse fiz o cadastro pela conta Google, os mesmo sequer analisaram a situação. Estou extremamente chateado com a situação pois não tentei fraudar nada, inclusive é o mesmo procedimento que já fiz em diversas outras plataformas no momento do Cadastro.

Dear JohnJohnnis,

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. 

• Do I understand you requested the change of your name in your player's profile after your withdrawal was rejected and subsequent verification was requested?
• Have you achieved your winnings with the help of a bonus?
• Could you please clarify which is your family name (surname)?
• Has the casino refunded your deposit?

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

Thanks for your reply.

Was the rest of your personal information entered in your player's profile?

Could you please list which documents you provided for verification?

Were any documents accepted as valid?

1-Has the rest of your personal information been entered into your player profile?

2-Could you list which documents you provided for verification?

3-Was any document accepted as valid?

1- Yes, I completed all the other information in the Profile when registering.

2- I provided my driver's license, and the selfie they requested.

3- The Casino said that the data did not match the account details and that my account was blocked and my winnings cancelled. However, the only incomplete data was my name, which there was no option to change.

1-O resto das suas informações pessoais foram inseridas no perfil do seu jogador?

2-Você poderia listar quais documentos você forneceu para verificação?

3-Algum documento foi aceito como válido?

1- Sim, completei todas as demais informações do Perfil no ato do cadastro mesmo.

2- Forneci minha carteira de motorista, e a Selfie que pediram.

3- O Cassino disse que os dados não correspondiam aos dados da conta e que minha conta foi bloqueada e meus ganhos cancelados. Contudo o único dado incompleto foi o meu nome que inclusive não havia a opção de alterar.

When attempting to register using the registration via Google account I encountered an option to correct my details in a window like this:

Have you had the option to correct your personal information?

I didn't have the option to change the name, in my case it was only available to supplement the data. The name was not available to change

Não tive essa opção de alterar o nome, no meu caso apenas ficou disponível para complementar os dados. O nome não ficou disponível para alteração

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

Thank you, I'm happy to answer any questions you may have.

Obrigado, fico a disposição para qual quer esclarecimento adicional.

Hi JohnJohnnis,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Coins.Game Casino to the conversation to participate in the resolution of this complaint.

Perfect, I'm at your disposal, I hope everything works out. Thank you for your help.

Perfeito, estou a disposição, espero que dê tudo certo. De todo modo agradeço o auxílio.

Hello Casino Guru Team and JohnJohnnis.

After reviewing all the evidence, unfortunately we cannot unblock the player, he was blocked for the following points of our rules:

2.2.2. To register an Account, you must provide complete and current information, including mobile phone number, email address, username, password and other mandatory information requested in the registration form.

2.2.3. By registering an Account on the Site, you agree to provide your legal name. We may take steps to verify the accuracy of the information you provide. You cannot change this information, but there are cases in which you can individually request a change of data by contacting the Site's support service, for example, an error in several characters.

Also, I remind the player that by registering an account, he agrees to all the rules, including these points:

2.4. By registering an Account on the Site, you undertake, represent and warrant that:

2.4.5. All information you provide to coins.game is true, complete and correct, and you must notify us immediately of any changes to such information before you receive a request to verify your account details.

As we take our rules seriously, unblocking the account is not possible.

We have also sent screenshots with evidence to peter.m@casino.guru .

Dear Coins.Game Casino team,

Thank you for your email. I've looked at the data and I haven't really found any unfair advantage that the player would gain out of this. It does look like an honest mistake. I understand if you want to block the player from further play but will his deposit be refunded?

I sent you a letter.

Dear Coins.Game Casino team,

I responded to your email.

Dear Casino Guru Team.

We have sent you a letter.

Dear Coins.Game Casino team,

If I understand correctly, the player was able to make six deposits and four withdrawals since 22.3.2024 so I'm not sure why this became an issue now. If the player isn't allowed to make withdrawals, they shouldn't be allowed to make deposits too, correct? What would happen if he lost his funds, would you refund them?

Hello.

The player is blocked, he can neither withdraw funds nor deposit them.

He also cannot even log into the account to do this.

If he somehow deposits funds into the blocked account - of course we will return them.

Hi JohnJohnnis,

Thank you for the update. It's your responsibility to ensure your personal details are correctly filled out. While the casino is correct that your details were not accurate, you did not lie on the form.

Dear Coins.game Casino team,

Although the player is accountable for his information and his data was incomplete, it seems this was an honest mistake, especially since he doesn't have multiple accounts. It's possible that the names and surnames weren't copied correctly due to incompatibility of the platforms. If you want to make a gesture of goodwill, you can let the player complete the verification and instead of the funds in the account, give him a little bonus. This demonstrates your fair approach and helps retain a depositing player.

Hello Casino Guru team!

We understand that this data may have been created automatically by Google.

However, we do not welcome violation of our rules, also the player could have contacted us at any time before the check and most likely they would have helped him solve this problem with the data.

In any case, the player logs into his personal account and sees his data in it - why he did not contact us before the check, we do not understand.

Unfortunately, we are forced to refuse to unblock.

Dear Coins.game Casino team,

We tested the form with a Google account and it's not possible to change the data once your account is created and the user experience with the form was overall not great. We strongly suggest making the registration using Google accounts more user-friendly for future reference to avoid this type of issue. We will not penalize you this time but if similar problems occur in the future, we will have no other choice but to consider such complaints justified which may negatively affect the casino's rating.

Dear JohnJohnnis,

Even though the casino's registration form has much potential for improvement, it's your responsibility to ensure your personal details are correctly provided. I'm afraid I won't be able to help you with this one. I suggest you always double-check your details before you make a deposit and contact the support to help you with any issues. Unfortunately, I have no other choice but to reject your complaint. I wish I could be of more help.

Best regards,

Peter

Dear John,

We have carefully reviewed and discussed your case at length. We recognize that there was no ill intent on your part, and we also noted that the casino's system does not adequately handle personal data entries, particularly when it fails to allow corrections to information incorrectly imported from your Google account. However, as you mentioned, you were aware that the information was incorrect when you accessed your account. Our fair gambling codex mandates that both casinos and players adhere to certain standards, including the expectation that players always use their real and full name.

Given these factors, we have to close this case as rejected. Nonetheless, we have recommended to the casino to consider the circumstances and proceed with paying out your funds. We also strongly advise them to improve their application process to prevent similar issues in the future.

Best regards,

Peter