Coins.Game Casino - KYC の問題により、プレーヤーのアカウントがロックされています。

Firstly, I deposited 500 USDT into this casino and played baccarat in the live casino where my balance rose to around 1300 USDT. I then tried to make a withdrawal. However, my withdrawal was denied with a message instructing me to submit my KYC, which I did using my driver's license. After submission, my withdrawal request was again rejected and my account was locked. When I emailed customer support, they told me that I had submitted incorrect information and that my account had been permanently frozen. I want to make it clear that I have not entered any incorrect information.

If there is one possible issue, it might be minor spelling differences between the Japanese and English notations. I emailed them about this issue but I haven't received any reply.

It would be very helpful if you could resolve this issue. Thank you very much for your assistance.

まずこのカジノに500USDT入金し、ライブカジノのバカラをプレイして1300USDTほどまで増え、出金を試みました。しかし、出金が拒否され、「KYCを提出してください」との案内があったので、運転免許証を使いKYCを提出しました。提出後、再度出金申請をすると拒否され、アカウントをロックされました。サポートにメールすると「あなたは間違った情報を提出した」と言われ、永久凍結と言われました。私は間違った情報は一切提出していません。

一つ考えられるとすれば、日本語表記と英語表記では綴りが少し異なる点です。そのことをメールしても一切返信が来なくなりました。

解決していただけると非常に助かります。どうぞよろしくお願いします。

Hello Kooon1129,

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

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

I submitted my driver's license as KYC verification. After that, your face is also recognized. This work was done approximately 3 days ago.

The following is the content of the email exchange. Verification please.

Hello!

You violated the following rules:

.

2.2.2 To register an Account, you must provide complete and current information, including mobile phone number, email address, username, password, and other required information requested on the registration form.

2.2.3 By registering an account on our Website, you agree to provide your legal name. We may take steps to verify the accuracy of the information you provide. You cannot change this information, but you may be able to request changes to your data on a case-by-case basis, for example if a few characters are incorrect, by contacting our support team.

2.4.5 All information you provide to coins.game is true, complete and accurate, and you must immediately notify us of any changes to such information prior to receiving any request to verify your account information. there is.

Data cannot be modified. Your account has not been verified because the data does not match the data in your account. The account has been blocked and the winnings have been canceled according to paragraph of the rules:

.

6.1.1 After you upload your documents and information, our team will take up to 48 hours to verify your account. If verification fails, we reserve the right to close your account and cancel all winnings.

Anton

Customer Service Coins Game

Hello,

All information regarding your question was previously provided. You will no longer be able to use this website. In this case we cannot help you. Since you have already provided all the required information, you have the right not to continue the interaction.

Anton

Customer Service Coins Game

​

KYC認証として、運転免許証を提出しました。その後、自分の顔も認証しています。この作業がおおよそ3日前です。

メールでやりとりした内容については、以下の文です。確認お願いします。

こんにちは！

あなたは以下のルールに違反した:

。

2.2.2 アカウントを登録するには、携帯電話番号、Eメールアドレス、ユーザー名、パスワード、および登録フォームで要求されたその他の必須情報を含む、完全かつ最新の情報を提供する必要があります。

2.2.3 当ウェブサイトにアカウントを登録することで、あなたは自分の法的な名前を提供することに同意するものとします。当社は、利用者が提供した情報の正確性を確認するための措置を講じる場合があります。あなたはこの情報を変更することはできませんが、例えば数文字の誤りなど、当サイトのサポートチームに連絡することで、個別にデータの変更を要求できる場合があります。

2.4.5 coins.gameに提供するすべての情報は、真実、完全かつ正確であり、アカウント情報の確認要求を受ける前に、そのような情報に変更があった場合は、直ちに当社に通知する必要があります。

データを変更することはできません。お客様のアカウントは、データがアカウントのデータと一致しないため、確認されていません。アカウントはブロックされ、賞金はルールの段落に従ってキャンセルされました:

。

6.1.1 あなたが書類と情報をアップロードした後、当社のチームはあなたのアカウントを確認するために最大48時間かかります。確認に失敗した場合、当社はアカウントを閉鎖し、すべての賞金を取り消す権利を有します。

Anton

Customer Service Coins Game

こんにちは、

ご質問に関するすべての情報は、以前に提供されたものです。お客様は当ウェブサイトをご利用いただけなくなります。この場合、私たちはあなたを助けることができません。すでに必要な情報はすべて提供しているため、やり取りを続けない権利があります。

Anton

Customer Service Coins Game

​

Hello Kooon1129,

Is there any specification which details were incorrect? Did you register under your name, your details and used your own payment method?

You are entering correct information.

There is something special about the way my name is pronounced.

正しい情報を入力しています。

私の名前の読み方に特徴があります。

Hello Kooon1129,

Could you please explain it a little more detailed as is it a little unclear how was the name put there incorrectly.

I entered my personal information in English.

In this case, my first name is "Kota" and is pronounced "kota". However, because I submitted KYC with my Japanese driver's license, my name is written in kanji. In Japanese, it is written as "幸大", which is literally translated as "koudai", so I think the casino recognized it as incorrect information.

英語で個人情報を入力しました。

この場合、私のfirst nameは"Kota"で「こうた」と読みます。しかし、日本の運転免許証でKYCを提出したため、名前が漢字表記になっています。日本語では"幸大"と書き、これを直訳すると「こうだい」となってしまうため、カジノ側は誤った情報だと認識したと思います。

Thank you Kooon1129 for all the information provided so far. As the case needs further investigation, your complaint will be now forwarded to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

thank you.

よろしくお願いします。

Hello, Kooon1129,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear Coins.Game Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Does the user's explanation above fit what happened, and does it make sense like that? Can you look into the issue and let us know what steps should the player take to unblock the account and/or withdraw his disputed funds?

Is the casino able and willing to give him a chance to resubmit his documents and complete the KYC (according to the casino's instructions or also update his personal details if only the wording/pronunciation of his name caused the problem)? Can you carefully check the provided explanation?

If we are talking about a breach of the casino's Terms and Conditions, as explained above, or other rules were violated, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello.

According to the rules of our project, namely paragraphs 2.2.3, you must provide your official name when registering, which you can confirm if verification is requested.

We allow an error of one character, but the player's name did not match the name in the document.

On this basis - the account was blocked because it did not pass verification.

Dear Kooon1129,

Just informing you that there is an ongoing communication between me and the casino representative outside the thread, and I am waiting for further details.

In the meantime, I went through the thread once again and checked the casino website, and I have a few questions.

Since the casino website can be switched to Japanese, and it is very likely that Japanese players can fill out their names and surnames in kanji during the registration, why you did not fill out your complete name and surname as it is stated in your personal documents? Why would you have filled it in English or how it is spelt in English?

If you are aware of the spelling/translation of your name in English, why you did not fill it out like that, or why you did not ask the casino Customer Support about it before the registration?

Hello thank you.

I thought it was an overseas casino, so I filled out the information in English as usual. There was no particular meaning to it. I never thought it would turn out like this. However, I did not enter any false information.

こんにちは、ありがとうございます。

海外カジノだと思ったので、いつもの癖で英語の綴りで記入してしまいました。特に意味はありません。こんなことになるとは思ってもいませんでした。ただ、虚偽の情報は一切入力していません。

Or maybe I should get a passport so I can prove I'm not wrong.

それか、パスポートを取得しましょうか？そうすれば、間違いでないことが証明できると思います。

Thank you for the clarification, Kooon1129.

I am setting the timer for the casino. I am still in contact with them outside the thread, and I am still waiting for the requested details. It is taking a bit longer, and there are delays on both sides.

Once there is any news or updates, I or the casino representative will inform you here.

Thank you for your patience and understanding.

Dear Kooon1129,

I was told that the person in charge should reply soon but no one has contacted me nor replied to the thread. I will try to connect with them again and inform you about any updates.

In the meantime, I have a few more questions.

Since your explanation or the reason (or allegedly no special reason) for registering like that makes no sense, could you please provide me with the information on whether there is a chance you have more than 1 account at the casino? Did you use any bonus(es) on your disputed account? If so, what bonus(es)?

If I found the correct information, your name can be spelt in several ways, or people could call owners of this name in several different ways, which can be written completely differently in English. Are you aware that it may be taken as fraud if you use it to bypass the casino system restrictions, also, although it does not have to mean you provided false information, you filled out the incorrect personal details which cannot be matched with the personal details on the provided ID? I am asking because you claimed that you registered like that as usual, but it would mean you have to know that it causes KYC issues, so you also usually have problems with verifications, which also makes no sense.

So, once again - if players are allowed and obliged to fill out their real and original names/surnames upon registration, why would you fill them out in English? How is the fact that you allegedly thought it was an overseas casino changing the situation if you were able to register with your original name anyway?

Do you have any official ID that contains your personal data in English? If yes, could you share photos of it with us?

I only have one account with this casino, I do not have multiple accounts.

Regarding the spelling issue, I chose to enter it this way without any particular reason, because other casinos accepted my documents without any problem even when I submitted them this way. This casino has unilaterally frozen my account without any confirmation, which is very troubling for me.

This casino did not seem to be a Japanese-language casino. Casinos such as Vera John Casino seem to be Japanese-language casinos, so I write the name in Japanese. However, this casino did not seem to be Japanese-language casinos, so I wrote the name in Roman letters.

I don't have any official identification written in English, and if I need a passport, it will take a while to get one.

このカジノはアカウントは1つしか持っています。複数アカウントは所持していません。

綴りの件ですが、他のカジノではこのような提出の仕方でも、特に問題なく書類が承認されていたので、特に深い意味もなくこのような入力を選びました。このカジノは、その確認もなく一方的にアカウント凍結してきたので非常に困っています。

このカジノは、日本語に特化しているカジノにもあまり見えませんでした。ベラジョンカジノなどはわかりやすく日本語に特化しているように見えるので、そのようなカジノは日本語の姓名で書きます。しかし、このカジノは日本語に特化しているように見えなかったため、ローマ字表記で入力しました。

英語表記の公的身分証は持っていません。パスポートが必要ならば、取得まで時間がかかります。

But without any supporting evidence, those could be only your claims that it was possible in other casinos. It is not usual or common for players to do it this way, and as I indicated, if you can register with your name as it is originally written, regardless of whether a website supports language or not, it makes no sense to do it differently. In addition, I can see you avoided answering a few questions above.

However, I contacted the casino again, and I am waiting for the requested information and details. If it was really only a mistake and you did not breach other rules, maybe the casino could reconsider its decision. So, let's wait for their response.

Dear Coins.Game Casino Team,

I am not sure if the same person who replies here is the one I am in contact with via Skype, so I would like to repeat my unanswered questions and ask you for more details.

"Does the user's explanation above fit what happened, and does it make sense like that? Can you look into the issue and let us know what steps the player should take to unblock the account and/or withdraw his disputed funds?

Is the casino able and willing to give him a chance to resubmit his documents and complete the KYC (according to the casino's instructions or also update his personal details if only the wording/pronunciation of his name caused the problem)? Can you carefully check the provided explanation?

It would be great to know if the user breached other of the casino's rules, and if yes, which ones, and what did he commit besides filling out his name in English instead of Japanese. What could be a reason for registering and playing at the casino like that? What unfair advantage could be gained by that?