Coins.Game Casino - La cuenta del jugador ha sido cerrada por presuntas infracciones.

Hello. I'm a player on the Coins.game platform. I recently deposited $1,000 into my game balance. During the game, I managed to increase my balance to $3,600.

After that, I discovered I couldn't log into my account—the system kept giving me an invalid login or password error. I contacted the platform's support team. Initially, an AI bot responded in the guest chat, informing me of a permanent ban. Then I contacted the official support email, where I received a standard response from a manager named Marie.

The letter claims my account has been permanently blocked under rules 7.5, 9.2, and 9.3 (allegedly for withdrawal fraud, collusion, and data/VPN masking). The project administration has provided no specific facts, logs, or evidence of my violations.

I declare that I played completely fairly, did not violate any platform rules, and did not collude with other users in any way. I believe that the blocking and complete confiscation of my personal funds ($1,000 deposit) and fair winnings ($2,600) were unjustified, solely because I had a profit.

I request the Casino Guru team to intervene, request proof of my "violations" from Coins.game representatives, and help me recover my funds. I'm attaching a screenshot of the official support denial to my complaint.

Здравствуйте. Я являюсь игроком на платформе Coins.game. Недавно я внес на свой игровой баланс депозит в размере $1000. В ходе игровой сессии мне удалось увеличить баланс до $3600.

После этого я обнаружил, что не могу войти в свой аккаунт — система выдавала ошибку неверного логина или пароля. Я обратился в службу поддержки платформы. Сначала в гостевом чате мне ответил AI-бот, сообщив о перманентной блокировке. Затем я написал на официальную почту поддержки, откуда получил шаблонный ответ от менеджера Marie.

В письме утверждается, что мой аккаунт заблокирован навсегда на основании пунктов правил 7.5, 9.2 и 9.3 (якобы за мошенничество при выводе, сговор и маскировку данных/VPN). Никаких конкретных фактов, логов или доказательств моих нарушений администрация проекта не предоставила.

Я заявляю, что играл абсолютно честно, правил платформы не нарушал, ни в каком сговоре с другими пользователями не состоял. Считаю, что блокировка и полная конфискация моих личных средств ($1000 депозита) и честного выигрыша ($2600) были произведены необоснованно, исключительно из-за того, что я вышел в плюс.

Прошу команду Casino Guru вмешаться в ситуацию, запросить у представителей Coins.game доказательства моих «нарушений» и помочь мне вернуть мои средства. Скриншот официального отказа поддержки прилагаю к жалобе.

Important notice:

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Travonmx,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Did you pass the verification before you lost access to the account?
• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

As soon as I won the first bet, I put the funds up for withdrawal, they required verification.

I completed everything successfully, and they told me to expect manual verification for up to 48 hours.

I've been a player on their site for about 3-5 days.

Sports betting

I have achieved balance through sports betting over 5-6 bets

Как только я выиграл первую ставку , я поставил средства на вывод, они потребовали пройти верификацию .

я прошел все успешно , и они сказали ожидать ручной верификации до 48 часов

Я бы игроком их сайта около 3-5 дней

Ставки на спорт

Я достиг баланса благодаря ставкам на спорт более 5-6 ставок

Thank you for your reply, Travonmx.

If your account was blocked after placing only sports bets, it’s likely the casino detected activity that prompted that decision. Because we don’t have sufficient expertise or insight into this area of online gambling, we are unable to interpret the casino’s investigation or their explanation accurately and therefore cannot judge this case fairly. This does not mean we consider your complaint unjustified; we are simply unable to evaluate it properly.

I understand how frustrating this must be. And I apologize that we cannot resolve this for you.

After reviewing the available information, we must close this complaint.

Please don’t hesitate to contact us in the future if you encounter issues with casino gaming, and we will do our best to assist.

Best regards,

Jean