Coins.Game Casino - La cuenta del jugador ha sido cerrada y sus ganancias confiscadas.

On July 8, 2025 I was asked by coins game casino for a kyc verification after sending documentation the day before I tried to access the account my access was denied after contacting support I found out that my account was brokered and winnings confiscated they informed that I did not pass the verification

No dia 8 de julho de 2025 foi solicitado pelo cassino coins game uma verificação kyc após enviar documentação no dia anterior fui tentar acessar a conta meu acesso foi negado após entrar em contato com suporte descobri que minha conta foi broqueada e ganhos confiscados eles informaram que não passei na verificação

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 carlos2711199139,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, although the process can sometimes take longer than expected, I fully appreciate how frustrating these delays can be.

To better understand your situation:

• Could you please let me know which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?

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

Petra

Right, I'll share what Cassino claims

Certo vou compartilhar o que o Cássino alega

I provided my national driver's license on July 8 when I was asked for it.

If there is an e-mail I can share some information and e-mail and photos to help with the analysis

Forneci minha carteira nacional de motorista no dia 8 de julho quando me solicitaram.

Se houver um e-mail posso compartilhar algumas informações e e-mail e fotos para ajudar na analise

Thank you for your reply and for providing the previous details, carlos2711199139.

Of course, any additional documents related to the KYC process would help us better evaluate your case. You can send them to petra.h@casino.guru or upload the screenshots directly to this thread—whichever is more convenient for you.

Thank you again for your cooperation.

I will make my formal objection and send sensitive data to the case by e-mail

Irei fazer minha contestação formal e enviar dados sensíveis ao caso por e-mail

Dear carlos2711199139

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Barborka (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Coins.Game Casino representative to join this conversation.

Dear Coins.Game Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Hello.

We've sent a message to your email.

Dear Coins.Game Casino,

I have sent you an email requesting further clarification regarding this case.

I will await your response.

Hello.

We've sent you the proof you requested.

Dear Coins.Game Casino,

thank you for your email and for submitting the requested information. We confirm that we have received the evidence and will take it into consideration while reviewing this case.

Dear player,

Thank you for your patience.

The casino has now provided us with evidence indicating that multiple accounts may have been created and used, including overlaps in personal details and IP address usage. According to the casino’s terms and conditions, holding more than one account is not permitted.

At this stage, I would like to give you the opportunity to review the information summarized above and provide your explanation.

Before we proceed further, please confirm whether you have ever created more than one account at Coins.Game Casino or if there is any explanation you would like to provide regarding the evidence provided by the casino.

Once we receive your response, we will continue evaluating the case.

I'll send you an e-mail with details.

Vou enviar o e-mail com detalhes.

Proof of the approximate period in which the account was opened

Comprovante do período aproximado em que conta foi aberto

Account closure

Encerramento da conta

Dear player,

Thank you for your email and for providing the additional information and documents. We have received everything and will take it into consideration during the review of your case.

Dear Coins.Game Casino,

We have sent you a follow-up email requesting further clarification regarding this matter. We will await your response before proceeding further.

Hello,

We have sent you an email with answers to your questions.

Dear Coins.Game Casino,

Thank you for your email and for providing the requested clarification. We confirm that we have received your response and will review the information provided.

Dear player,

I have sent you an email with follow-up questions regarding your account. Please check your inbox and reply when convenient so we can proceed with the evaluation of your case.

Email answered and has additional information pertinent to the case

Email respondido e possui informações adicionais e pertinente ao caso

Dear player,

Thank you for your cooperation throughout the complaint process and for providing all requested information.

After a thorough review of the case and the evidence provided by the casino, we can confirm that multiple accounts were created by the same user at Coins.Game Casino. Although the accounts were not active simultaneously and the second account was created after the first one had been blocked, this fact alone does not exempt the situation from being classified as multi-accounting.

According to the Casino Guru Gambling Codex, players are expected to be aware of any previously created accounts once activity has taken place on them. Creating another account afterward is considered a breach of casino rules, regardless of the time gap between accounts.

In this case, the casino provided sufficient evidence confirming prior account activity and matching user details. Based on our review, we conclude that the casino acted in accordance with its terms and conditions when blocking the accounts and confiscating the funds.

For these reasons, this complaint is being rejected as unjustified.

Thank you for your understanding.

Kind regards,

Barbora