Coins.Game Casino - プレイヤーのアカウントは理由なく閉鎖されました。

To the esteemed staff at Guru,

Thank you for your cooperation and collaboration. I will attempt to detail the events below and look forward to your assistance.

The problem I am facing is that "My account was unilaterally deleted (login restricted) by the Coinsgame website without any prior or subsequent notification."

Facts:

I registered on the website in the early hours of November 28, 2025.

I deposited $4,800 CAD in cash and did not use any bonuses.

I only engaged in entertainment through casino games: slots, live dealer games, and blackjack, and did not participate in any sports betting.

I have only this one account on the website, which I logged into directly via Google.

In the early hours of November 28, I passed the website's required third-party verification through Sumsub KYC identification. The relevant records are below, accurately noting the time my verification was passed.

On November 28, I attempted my first withdrawal, which was refused, requiring me to provide KYC verification. I then completed the Sumsub verification (the platform provided by the gaming website). After this, the withdrawal function was frozen. Customer service informed me there would be an internal verification period of 48 hours.

After the 48-hour verification period ended, my withdrawal and bonus functions remained frozen. Customer service told me the verification process could take up to 15 working days and informed me that everything looked fine, my gaming process had no issues, and I shouldn't worry (please refer to the screenshot).

Over the next four days, from November 28 to December 2, I played multiple times, including large-stakes games, and once achieved a max win. My balance reached $222,000 CAD. The website assigned me a VIP customer service representative on December 1. I reached internal Level 79 within 3 days. And ranked second place in monthly ranking.

Around noon on December 2, I attempted to log in and found my account login was unresponsive. Thinking it was a technical issue, I tried to contact my VIP manager and the official customer service. The VIP manager informed me that my account was closed after an internal review, refused to provide any details, and stated this was the final decision. He also informed me that since my account was frozen, I was no longer a VIP user, and he would no longer reply to any of my questions.

I received a further explanation from the official website customer service, where they said I had violated Clause 6.1.1, claiming that "verification was unsuccessful," without providing any detailed information.

I sent two emails to the official customer service, but I have received no response. As of now, I have received no official formal notification. They simply directly closed my account and seized my entire account balance.

I have also reported my issue to the Sumsub official platform because I have successfully passed identity verification on their end, which contradicts Coinsgame's statement.

My Views and Demands:

I respect and understand any KYC process and am willing to cooperate.

I am using my personal identity, which is legal, valid, and genuine. If third-party assistance is needed for verification, I am willing to provide further information. I have never encountered similar issues on any other website.

For a player with such a large account balance, shouldn't Coinsgame provide an official, proactive notification before making a decision like deleting the account and restricting login? Why was my account closed directly without any explanation, and why am I not allowed to appeal?

I am very certain that there were no issues with the identity verification I provided. My verification utilized my personal driver's license, my recent bill, even a government-issued tax record, and a liveness detection test through the camera. There is no false or erroneous content whatsoever.

Is the gaming website's goal to verify my identity, or to find a possible excuse to delete my account and take my entire balance?

My Demands:

Restore my account.

Restore my full balance of $222,000 CAD.

Arrange for payment/withdrawal.

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 this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Which documents have you sent to SumSub for verification?
• Have you sent the same documents when the casino requested additional verification from you?
• Which payment method did you use to deposit money into your account?
• How many deposits did you make?
• Has the casino specified why you allegedly failed the verification of your account?

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

Dear Veronika,

Thank you for taking the time to look into my case. Here are the answers to your questions based on my situation:

1. Which documents have you sent to SumSub for verification? I used my Canadian Driver's License to verify both my identity and address. Please note that the SumSub platform might hold my previous verification records (such as phone bills) from other companies I have used. However, for this specific instance, I submitted my driver's license. If Casino Guru requires it, I am more than willing to provide my personal bank statements as supplementary material to prove my identity.

2. Have you sent the same documents when the casino requested additional verification from you? Coinsgame never requested any additional documents from me. They only informed me that my account was "under verification," but they never asked for specific supplementary materials before closing the account.

3. Which payment method did you use to deposit money into your account? I used Interac e-Transfer (a standard Canadian cash payment method) to make my deposits.

4. How many deposits did you make? I deposited a total of 4,800 CAD. This was done in two separate transactions:

First deposit: 3,000 CAD

Second deposit: 1,800 CAD

5. Has the casino specified why you allegedly failed the verification of your account? No, they have not provided a specific reason. On December 2nd at noon (Vancouver time), I discovered that I could no longer log into my account. From the time my account was active to the moment it was closed, Coinsgame sent me zero emails or explanations. It was only when I contacted their Live Chat support that I was verbally informed that I had failed the identity verification and that my account was deleted based on Term 6.1.

Thank you for your assistance.

Dear Casino Guru Team,

I wish to submit a crucial piece of evidence regarding the casino's dishonesty. Coins.game has just publicly replied to my review on Trustpilot.

Please note the massive shift in their narrative: Initially, they banned me citing "Clause 6.1.1 - Verification Failed" (even though I successfully passed Sumsub). Now that they realize the verification excuse doesn't hold water, they have changed their story to claim "Abnormal Gaming" and falsely accuse me of placing "$60,000 bets on Slots."

I am providing the following facts and evidence to refute these absurd accusations:

1. The Lie about "$60,000 Slot Bets": I NEVER placed a single bet of $60,000 on any Slot machine. The casino is intentionally misleading the public.

My bets in the $60,000 range were exclusively on Live Blackjack (Table Games), which is completely standard and compliant for High Rollers on VIP tables.

My Slot gameplay consisted of Bonus Buys between $200 - $1,000 CAD, or single spins between $5 - $20 CAD.

I did achieve one Max Win on the game Sugar Rush 1000 (Pragmatic Play), but this was pure luck on a standard bet.

Evidence: I have the replay link for the Max Win（120CAD-30000CAD）: https://www.cnpmciozgh.net/QuXHVi9Zmd

2. Legitimate & Diverse Gameplay: My slot activity covers over 50 different games from 5+ providers (including Pragmatic Play, BGaming, Peter & Sons, etc.).

I never exploited a single game or engaged in "system abuse."

As a regular player, how could I possibly manipulate the RNG of certified games from so many different top-tier providers?

If Coins.game claims fraud, I demand they provide the specific Game Logs to prove it, rather than making vague accusations.

3. Primary Source of Winnings: Live Blackjack ($180,000+) The vast majority of my winnings (approx. $180,000 CAD) were generated on Pragmatic Play Live Blackjack.

This occurred over a span of at least 4 days.

I started on regular tables and moved to Private Tables for higher limits.

Critical Evidence: I have attached the Official Round IDs from Pragmatic Play. I invite the Casino Guru team to verify these Round IDs directly with the provider to confirm that these were legitimate, real-time hands dealt by a live dealer.

4. Raw Cash Player (No Bonus): I played with a Raw Cash Deposit and did NOT use any deposit bonuses.

Therefore, I am NOT bound by any "Max Bet" rules attached to bonus terms.

The only limit is the table limit set by the provider. Since the system accepted my wagers and paid out the winnings, these are valid bets.

Conclusion: Coins.game's actions—from falsely claiming verification failure to inventing stories about "impossible slot bets"—are solely because I won a significant amount and they refuse to pay. To this moment, I have received NO official email notification. They simply deleted my account to hide the evidence.

I kindly request the Guru Specialist to review my attached proof and the specific Game Round IDs to help me secure my rightful funds.

I want to re-emphasize a critical piece of evidence that completely debunks the Casino's latest accusation of "abnormal betting."

Before my account was banned, I specifically contacted their Live Support to check the status of my withdrawal. The agent reviewed my account and gameplay logs in real-time and explicitly stated:

"Given your approach to the game, I don't think you'll have any problems withdrawing funds. So you have nothing to worry about!" (Please refer to the attached screenshot: Evidence_Support_Promise.jpg)

The Logic is clear:

If I had truly placed "technically impossible bets" or violated any rules as they now claim on Trustpilot, their own support team would have flagged this immediately during that review.

The fact that their own staff confirmed my gameplay was clean and compliant proves that these new accusations of "abnormal betting" are fabricated retrospectively solely to justify the theft of my winnings.

They cannot confirm my account is safe one day, and then invent a rule violation the next day just because the withdrawal amount is high.

Hello Veronika,

I would like to correct my previous statement regarding the deposit amount, as I realized I made a mistake based on my memory.

After carefully checking my Interac e-Transfer records, the actual deposit amount was $4,600 CAD. This consisted of two separate transfers: one for $3,000 CAD and another for $1,600 CAD. It was not $4,800 CAD as I originally described.

I wanted to make this correction to ensure accuracy and sincerely hope this detail does not affect your judgment of the matter. Thank you again for your time, and I appreciate your assistance in resolving this.

Thank you for providing me with more details important for the investigation of your case.

To move forward, could you please request your complete gaming history in Excel format from Coinsgame via email and forward it to me at [email protected]?

Also, please forward any e-mails, screenshots, or chat records you have exchanged with Coinsgame, including messages from live support and your VIP manager.

Have you ever used a VPN while playing at Coinsgame?

Did you access your account from more than one device or IP address?

Thank you for your cooperation.

Dear Veronika,

Thank you for your continued assistance. Here are the details you requested:

1. Request for Gaming History (Excel) and Communication Records

No Response from Casino: Since my account was closed, I have not received any emails from Coinsgame.

Refusal to Communicate: I have sent at least 5 emails to their support team ([email protected])—both directly and via cc—but I have received zero replies to date. They seem to be refusing any communication.

Consequence: Because my account is locked and they are ignoring my requests, I am currently unable to obtain the complete gaming history in Excel format from them.

Evidence Provided: I will forward you a separate email containing all the documentation I do have, which includes:

Screenshots: Please note these are partial screenshots (mostly big wins I saved to share with friends), not the full history.

Support Chats: All responses from live support and messages from my VIP manager.

2. VPN Usage

No, I have never used a VPN while playing at Coinsgame. All my activities were conducted using my real IP address in Vancouver.

3. Devices and IP Addresses

Duration: My gameplay history only spanned a total of 4 days.

Devices: I used 2 to 3 devices during this time: primarily my personal PC and mobile phone, and possibly my iPad.

Network: I mostly used my home Wi-Fi. On rare occasions, I used my personal mobile data (4G/5G) to improve the streaming quality of live dealer games. The location and network environment should be consistent across all logins.

I will forward the screenshots and email records to [email protected] immediately.

Thank you for your help.

Dear Veronika,

I have just sent a email to you containing all the supporting evidence.

Here is a summary of the documents I have attached:

1. Identity Verification (KYC):

My Driver's License.

My recent bank statement (which also shows the payments made to the casino).

My 2024 T4 Statement of Remuneration Paid.

Purpose: To verify my identity, source of income, and residential address.

1. Game History:

Screenshots of my game history (partial records as explained previously).

Purpose: To verify my Game IDs and game rounds.

1. Chat Logs with Support:

Records showing that support initially confirmed my account was in good standing and that I was a VIP player.

Records of the sudden account deletion and their subsequent claim of rules violation.

1. Deposit Records:

Specific details of my deposits.

1. Balance History:

Records showing the changes in my balance over the 4-day period.

Evidence of my final account balance.

Please confirm once you have received these documents.

Best,

Dear JacksonYq716

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, Michal ([email protected]). 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,

Veronika