Coins.Game Casino - La cuenta del jugador ha sido cerrada debido a problemas con el KYC (Conozca a su Cliente).

I can no longer log in.

When I contacted support, I was told that the reason for the rejection was a mismatch in KYC authentication, but I submitted the correct documents, and I have used my driver's license and proof of address at other casinos, so I don't think there could be a mismatch.

I think it was about a month ago, but I passed the first KYC with my driver's license.

About three weeks ago, I was asked to complete advanced KYC, so I sent in my utility bills, but was banned for the above reason.

I will send you the documents used for KYC and an email to support.

ログインできなくなりました。

サポートに問い合わせたところ理由はKYC認証の不一致による不合格と言われましたが正しい書類を提出してますし、他のカジノでも使ったことがある運転免許証と住所証明なので不一致などありえないと思います

1ヶ月ほど前だと思いますが最初のKYCは運転免許証で合格してます

3週間ほど前に高度なKYCを求められたので公共料金の紙を送ったところ上記の理由でバンされました

KYCで使った書類とサポートとのメールを送ります

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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 muka1,

Thank you very much for submitting your complaint. I'm sorry to hear about the issue you are experiencing with your online casino account.

To better understand your situation, could you please clarify the following:

• What specific documents did you submit for your advanced KYC?
• Did the casino specify what were mismatches in KYC, please?
• Is 5000 USDT remaining balance withheld by casino?

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petra

Send the documents.

There is no specification whatsoever.

You can't log in to the $5,000 so you can't withdraw it in the first place.

書類を送信します。

指定は一切ありません。

$5000はログインできないのでそもそも出金できません。

I’m very sorry but you haven’t answered any of my previous questions clearly. Please check my first reply and try to assist. All the details I asked for are essential if we wish to proceed with your case and assist you further.

Additionally, could you provide any communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to:petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Is the question the one below?

-What specific documents did you submit for advanced KYC?

Did the casino specify what the KYC discrepancy was?

Will the 5000 USDT balance be deducted by the casino?

First, the first item is the utility bill document I sent last time.

The answer to the second question is that it is not specified.

I don't understand what the third question "will it be deducted?" means.

For now it's blocked and I can't withdraw money.

This $5,000 includes affiliate commissions and any earnings earned by playing slots alone.

質問とは下のやつのことですか？

・高度な KYC のために具体的にどのような書類を提出しましたか?

・カジノは KYC における不一致が何であったかを指定しましたか?

・5000 USDT の残高はカジノによって差し引かれますか?

まず1個目のは公共料金の書類を前回、送ってます。

2個目の質問は指定されていないと回答しています。

3個目の質問は「差し引かれますか？」がなにを意味しているか理解できません。

とりあえずブロックされていて出金できません。

この$5000はアフィリエイト報酬とそれでスロットのみで遊んで増えた分も含めます。

Dear muka1,

We have obtained the evidence that supports the casino's decision. Regrettably, after collecting and examining all relevant information and evidence, we must classify this complaint as Unjustified due to a violation of the casino's terms and conditions – particularly, the creation and/or use of multiple or duplicate accounts to exploit the casino's bonuses and promotions. Every casino maintains a strict policy regarding cases of multiple or duplicate accounts, and the casino team has acted in accordance with its terms and conditions, which you agreed to when you registered your account.

You are certainly entitled to disagree with our conclusion and may opt to escalate your case to the casino’s licensing authority or the appropriate regulatory body in your jurisdiction if you still believe your stance is warranted.

However, we are unable to offer any additional assistance concerning this issue. I would also advise you to review and comply with each casino’s terms and conditions in the future to help prevent similar problems.

We regret that we cannot provide more support on this occasion. If you face challenges with another casino in the future, please feel free to reach out to us, and we will try our best to assist you.

Best regards,

Petra