Coins.Game Casino - La cuenta del jugador está cerrada, lo que dificulta el retiro.

I registered on this site. I entered my data. At the beginning of the game, the casino did not require any photos.

I deposited $150, played casino and sports and won $280. ​​They refused to withdraw my money, asking me to go through verification.

It turned out that they verify through SamSub. And for some reason my face is blocked, to which I immediately wrote to support and asked them to go through alternative verification.

They said that they would give an answer in 2 days.

My account was blocked after 2 days. The casino does not respond. Help me get my money back

Dear horlakk6822,

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 have you been a player in the casino and when was your account restricted?
• Did you achieve your current balance 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 to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

registered a week ago. blocked 4 days ago

I played roulette and bet on sports. I didn't use the bonuses

they just don't answer me, neither by mail nor in the chat. They just said that I violated some of their rules and don't answer me anymore

Thanks for your reply.

Could you please share a screenshot of the website, and your login with the error you receive when trying to log in to your account?

Could you please share your communication with support to my email at tomas@casino.guru?

Thank you very much, horlakk6822, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.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.

Hello horlakk6822,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Coins.Game Casino representative to join this conversation and participate in resolving this complaint.

Dear Coins.Game Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Hello.

We sent 2 letters with all the evidence for this player to Thomas's email.

Sent to your email, check.

its empty

what did you send? that you blocked me because I couldn't pass verification because I'm blocked in sumsub? what nonsense are you talking about, what evidence do you have?

Dear Coins.Game Casino,

Thank you for your response and the information you have provided.

We would like to know why the verification has failed. What exactly does it mean that "we suspect" this account to be fake? Did you have a look at the documents yourself?

I'll be awaiting your reply.

Hello.

Stefan, we have sent you an email with additional evidence and answers to your questions.

Dear Coins.Game Casino,

I have responded to your email.

I'll be awaiting your reply.

Hello.

We need a little more time to consider this case.

Dear Coins.Game Casino,

Thank you for your response.

Please keep us updated.

I'll be awaiting your reply.

Hello.

We have sent you an email, Stefan, with our decision.

Dear Coins.Game Casino,

Thank you for your response.

Hello horlakk6822,

Could you please confirm that your account was unblocked and the funds were returned to your casino account?

I'll be awaiting your reply.

Dear horlakk6822,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Stefan
Casino.Guru