Coins.Game Casino - プレイヤーのアカウントはCoins.Gameから禁止されました。

Coins.game banned my account when I tried to withdraw my winnings. I was locked out of my account and got a message via livechat :

''Your account is permanently banned in accordance with the rules:

7.5. coins.game reserves the right to reject a withdrawal request in case of fraud, in which case the account will be suspended and the payment will not be processed.

9.2 Collusion and fraud

Coins.game has the right to disable users' accounts and confiscate their account balances (including deposits and winnings) if they are found to be receiving, attempting to gain an advantage by trading their card information or colluding with other users to gain an unfair advantage. These advantages may include dropping and transferring chips, discussing hands during play, using the same account multiple times, soft play. Coins.game provides thorough game verification, both manual and automated, and investigates all related user complaints. In addition, coins.game provides proactive and random verification of gameplay and accounts.

9.3 Fraudulent activities

Once coins.game notices fraudulent, illegal, dishonest or improper activity (including using a VPN, proxy or similar service that masks or manipulates the identification of your real location, or betting, wagering or playing poker through or on behalf of a third party) on the Website, we have the right to block a user's Account with forfeiture of all Account balances without prior notice. In such cases, coins.game reserves the right to report fraudulent activity to existing regulatory and law enforcement authorities, including but not limited to banks, credit card companies and/or any person or entity legally entitled to such information, and/or to take legal action against such user.''

I have never colluded with any other player, never used VPN, never played on behalf of a third party, etc. These are baseless accusations!

Dear basedschalke,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please confirm if you passed the full KYC verification?

Have you made any successful withdrawals before?

Could you kindly specify what types of games you played? Were these slots, live casino games, or did you participate in sports betting?

Have you accumulated your winnings with or without an active bonus?

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

Veronika

Hello,

I have passed the full KYC verification months ago and have withdrawn multiple times in the past but it was always less than the sum of all my deposits (I was in negative profit).

This is the first time I've had any winnings. They were not accumulated via a bonus.

I have not broken any rules and the casino has not told me the exact reason for the ban

Thank you very much, basedschalke, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you basedschalke for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Coins.Game Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Hello Peter!

I have sent evidence of this player's violation of the rules to your email.

Thank you for the response Coins.Game Casino representative!

Dear basedschalke, after reviewing the information provided by the casino, it came to light that your complaint was purely sports betting related, unfortunately, we don't have a branch dealing with sports betting yet. We wouldn't be able to advise you correctly as we don't have enough insight into sports betting, and we wouldn't be able to judge competently all the pros and cons, therefore, we have to reject your complaint.

Thank you for your understanding.

You can try to submit a sports betting-related complaint on these websites:

https://www.bookmakers.bet/submit-a-complaint/

https://www.top100bookmakers.com/contact-us/

https://www.sportsbookreview.com/sportsbook-complaint/

We’re truly sorry we couldn’t be of more help in this case.

If you run into any issues with this or any other casino regarding casino games in the future, don’t hesitate to contact us.

Best Regards,

Peter