Coinplay Casino - プレイヤーのアカウントがブロックされました。

After playing on the website for a while, i managed to finally get money to withdraw.

After withdrawing i got logged out of my account, and while trying to login again it said the info was wrong.

After contacting the live chat i was told to email the security team in this regard, this was the answer i got "We want to inform you that our company decided to stop any collaboration with you (closing your account).

The decision was made after a careful investigation of the situation by our security service. The decision is based on a violation of the Terms and Conditions.

You can withdraw the deposited sum only"

Basically, my hard earnings were stolen, without a specific reason (Around 1300 USDT)

Hello didiferreira1122,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Coinplay Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Nick,

-To my knowlegde, Coinplay is a No-KYC casino, but if they do need verification to pay my balance i would gladly do it.

-All my balance was real money

-I'm always trying to contact the casino to provide a real explication for the ban, but with no success, i'm contacting them daily, you can see in this topic for example: https://bitcointalk.org/index.php?topic=5441574.0

Best Regards.

Thank you didiferreira1122 for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear didiferreira1122,

I am so sorry to hear your account got blocked. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Coinplay Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Coinplay Casino,

Could you please state why the player's account was blocked?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hello.

I have made a request to our Risk & Fraud Team and received the following response:

We have decided to block this player from accessing our platform and closing this player's account. Also, all the deposits of this player were refunded.

The decision was made after a careful investigation of the situation by our security service and is based on a violation of the Terms and Conditions for the following reasons:

1) By using the Website and/or accessing the Service (hereinafter – coinplay.com), you whether they were a guest or a registered user with an account, agree to be bound by Terms and Conditions, together with any amendments, which may be published from time to time. If you did not accept the Terms and Conditions, you should refrain from accessing the Service and using the Website.

2) Your responsibilities constituted of the following: you must not try to manipulate any contract or element within the coinplay.com in bad faith or in a manner that compromises the integrity of the coinplay.com or our team (General Terms and Rules 3.8.) and you must generally act in good faith in relation towards coinplay.com at all times and for all bets made using it (General Terms and Rules 3.9.).

3) You must not use coinplay.com in any way which, in our reasonable opinion, could be considered as an attempt to: (i) cheat the coinplay.com or another Customer using the Service; or (ii) collude with any other Customer using the Service in order to obtain a dishonest advantage (General Terms and Rules 4.1.7.).

You can withdraw the deposited sum only.

4) We may terminate or suspend an account if you do not do so or if we have reasonable grounds to believe that you do not comply with these Terms or to guarantee the integrity or fairness of the service, or where we have other reasonable grounds to do so. If we close or suspend your account due to you not complying with these Terms, we may cancel and/or void any of your bets and withhold any money in your account (including the deposit) (General Terms and Rules 6.6)

Dear Coinplay Casino,

Thank you for your response and the information provided.

Could you please provide us with the evidence and be more specific about the reason why the player's winnings were confiscated?

Thank you very much in advance.

Kind regards,

Stefan

We don't block users without any reason.

How it works on our side - we have a Risk & Fraud Team that investigates strange activities from players. And if they found something - they might have the decision to block the user.

They don't give the marketing team many details. And we can't provide many details about what exactly the player was blocked.

The reason for it - this information might help this or other players to avoid being caught by Risk & Fraud Team if they stop doing what they usually do and start doing it in a different way.

As you can see from his post history at bitcointalk, he has problems with many sportsbooks.

https://bitcointalk.org/index.php?action=profile;u=3449177;sa=showPosts;start=40

I believe that what the author doing and why he is blocked in many different sportsbooks is arbitrage betting. I can't prove that - I've written above why. But I'm pretty sure about that.

And his strategy is to register in as many sportsbooks as possible. Try to make there his unfair activity. And if he gets caught - he starts to post everywhere negative posts about the situation hoping that brands will pay him just to stop his negative posts.

But we can't do that because it will encourage others to do the same.

Hello Again,

As you can see the casino "evidence" has many flaws, they only came up with this "As you can see from his post history at bitcointalk, he has problems with many sportsbooks." after i was banned by them and started to expose them.

This casino has no real evidence regarding any illegal activity, so they came up with this sad excuse that i got limited in many other sportsbook, which happens very often/always to every winner.

I, once again, ask for any evidence that i cheated in your sportsbook.

Best Regards.

Dear Coinplay Casino,

Thank you for your response and the information provided.

I am afraid, without any evidence we cannot investigate further. Could you please provide us with proof that the player has violated any terms of the casino?

Thank you very much in advance.

Kind regards,

Stefan

I've sent you all the information that I can provide.

Dear Coinplay casino,

Could you please specify if this case is regarding casino or sports betting?

I am looking forward to your response.

Kind regards,

Stefan

Sports betting.

There is no reason for us to make any sanctions on casino users. It's hard to cheat there.

But we need to be strict in sports betting because there are many options to cheat.

Today's example is attached as a screenshot. People buy loss & minus accounts because they believe that it will help them to avoid sanctions from the Risk & Fraud department.

Dear didiferreira1122,

Since the casino has confirmed that the issue is purely related to sports betting, I’m afraid we won’t be able to help you.

I’m truly sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. Since we don’t have a branch dealing with sports betting yet and enough insight to take on this kind of dispute or judge it appropriately, we are forced to reject your complaint in the end. I really wish I were of more help.

Kind regards,

Stefan