Coins.Game Casino - Las ganancias de los jugadores se retrasan debido a solicitudes de verificación adicionales.

I would like to file a complaint against the online casino Coins.Game because my winnings are not being paid out, and I am constantly being stalled with excuses.

Incident Description:

Account Creation and Deposit: I successfully created my account at Coins.Game and made a deposit to participate in the offered games.

Win: After several rounds of play, I was able to win a significant amount, which was credited to my player account.

Attempted Withdrawal: I requested a withdrawal and provided all the required information.

Delays and Excuses: Despite my efforts, the payout was not processed. Instead, I received various explanations for the delay from customer support, including technical issues and additional verification requirements.

Evidence: I have screenshots of my player account showing the winnings and the requested withdrawal, as well as email correspondence with customer support documenting the aforementioned excuses.

Demand:

I demand the immediate payment of my rightfully earned winnings without further delays.

Ich möchte eine Beschwerde über das Online-Casino Coins.Game einreichen, da mir meine Gewinne nicht ausgezahlt werden und ich ständig mit Ausreden hingehalten werde.

Vorfallbeschreibung:

Kontoerstellung und Einzahlung: Ich habe mein Konto bei Coins.Game erfolgreich erstellt und eine Einzahlung vorgenommen, um an den angebotenen Spielen teilzunehmen.

Gewinn: Nach mehreren Spielrunden konnte ich einen beträchtlichen Betrag gewinnen, der auf meinem Spielerkonto gutgeschrieben wurde.

Auszahlungsversuch: Ich habe eine Auszahlung beantragt und alle erforderlichen Informationen bereitgestellt.

Verzögerungen und Ausreden: Trotz meiner Bemühungen wurde die Auszahlung nicht bearbeitet. Stattdessen erhielt ich vom Kundensupport verschiedene Begründungen für die Verzögerung, darunter technische Probleme und zusätzliche Verifizierungsanforderungen.

Beweise: Ich habe Screenshots von meinem Spielerkonto, die den Gewinn und die beantragte Auszahlung belegen, sowie den E-Mail-Verkehr mit dem Kundensupport, der die genannten Ausreden dokumentiert.

Forderung:

Ich fordere die umgehende Auszahlung meiner rechtmäßig erspielten Gewinne ohne weitere Verzögerungen.

Dear risikotv1,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please specify if you submitted the requested additional documents for verification? Which of your documents have been already approved by the casino?

When was the last time you submitted your documents for verification to the casino, and which documents were they?

Have you made any successful withdrawals from this casino before?

Has the casino canceled your withdrawal requests, or have you canceled them yourself?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I let the money run and I lost the 70€ because the casino doesn't pay out anyway. Please check out this casino, there's something fishy going on. Deposits work perfectly but you can't withdraw.

The case is therefore closed.

Ich habe das geld laufen lassen fie 70€ hab ich verspielt weil das casino eh nicht Auszahlung zahlt bitte überprüfen sie dieses casino da geht's nicht mit rechten Dingen zu Einzahlung funktiont wunderbar aber man kann nicht auszahlen.

Der Fall ist somit geschlossen.

I’m sorry to hear about the challenges you've faced with your winnings. After reviewing your case, I regret to inform you that we are unable to assist further, and we will need to close this complaint at this time.

In the future, if you're able to resist the temptation to keep playing with your winnings, we may be able to offer more help in similar situations. We always aim to provide support, but it’s important to manage your balance thoughtfully to ensure that we can act on your behalf when needed.

Please don’t hesitate to reach out if you encounter any other issues with this or any other casino. We’ll be happy to assist you to the best of our abilities.

Thank you for your understanding, and I wish you the best in your gaming journey.

Best regards,

Veronika

Casino.Guru Complaint Resolution Center