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

Please help me to be able to withdraw the money.

This site passed the verification on February 2nd.

Even after passing the verification, I was not allowed to withdraw money.

This site had a problem with the verification system until around February 1st.

These issues have been acknowledged by support in conversations with them.

They explained that they would contact me once the verification system was fixed, but they didn't keep their promise. I started the verification myself by periodically checking the verification page.

This is February 2nd.

Since then, I have requested withdrawals many times, but have never received permission, so when I tried to log in today, I realized that my account had been frozen.

Below are their descriptions.

I can't access the site, but I'm sure I didn't enter any personal information incorrectly.

Hello!

Your account has been blocked because it has not completed identity verification. This process involves verifying the player's personal information, account information, and information about the account owner. If any discrepancies or violations are found, the decision to block is made by our security department. The verification revealed discrepancies and violations, so your account has been closed. Please note that this decision is final and cannot be reviewed.

In accordance with Section 6.1.1 of the Terms and Conditions, your account will be closed and any winnings will be forfeited:

6.1.1 After you have uploaded your documents and provided your information, it may take up to 48 hours for our team to verify your account. If the verification is unsuccessful, we reserve the right to close your account and void all winnings.

出金出来るように助力をお願いします。

こちらのサイトで2月2日に検証に合格しました。

検証に合格後も出金許可が降りませんでした。

こちらのサイトは2月1日くらいまで検証システムに不具合がありました。

それらはサポートとの会話で彼らも認めております。

検証システムの不具合が完了したら連絡するという説明も彼らは約束を守らず、定期的に検証ページを確認して私が自主的に検証を開始しました。

これが2月2日です。

そこから何度も出金依頼を行っておりましたが、一向に許可が降りず、本日ログインを試みましたがアカウントの凍結に気付いた次第です。

以下に彼らの説明を記載します。

サイトにアクセス出来ないですが、私は個人情報の入力を間違ったことは絶対にないと確信しています。

こんにちは！

アカウントは、本人確認が完了していないため、ブロックされました。このプロセスには、プレイヤーの個人情報、アカウント情報、およびアカウント所有者に関する情報の確認が含まれます。不一致や違反が発見された場合、セキュリティ部門がブロックを決定します。確認の結果、不一致や違反が発見されたため、アカウントは閉鎖されました。この決定は最終的なものであり、再審査の対象とはなりませんのでご注意ください。

利用規約第6.1.1項に基づき、アカウントは閉鎖され、賞金は無効となります：

6.1.1 書類のアップロードと情報の提供後、弊社チームによるアカウントの確認には最大48時間かかります。確認が通らなかった場合、弊社はアカウントを閉鎖し、すべての賞金を無効にする権利を有します。

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.

Hello,

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 you were a player at the casino?
• Have you achieved your winnings with the help of a bonus?
• Were you at any point informed which personal information is supposed to be incorrect in your case?
• Did the casino ask you to clarify any specific inconsistency in your personal information before your account was closed?
• Could you please share with me your communication with the casino regarding the issue, or any relevant previous communication with the casino? 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear budou48,

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,
Tomas
Casino.Guru