Coins.Game Casino - プレイヤーのアカウントは閉鎖されました。

I deposited $1,000 on October 23rd and it grew to $10,000.

After that, when I tried to withdraw money, my account was blocked.

I am attaching the reason for the block given when I contacted support.

Advanced KYC was also completed on October 21st and no bonuses were available after depositing $1,000.

The reason my balance increased was because I played a variety of games, including blackjack, multiple slot machines, Plinko, and Crazy Time.

Please help me

10月23日に$1000を入金して$10,000まで増えました。

その後、出金しようとしたところアカウントをブロックされました。

サポートに問い合わせた際のブロック理由を添付いたします。

高度なKYCも10月21日に完了しており$1000入金した後にボーナスの利用もありません。

残高が増えた理由もblackjack、スロット複数機種、プリンコ、クレイジータイムなど各種プレイした結果です。

どうか助けてください

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.

Am I correct in understanding that you played without any bonus?

What payment method did you use for depositing money into this casino?

How long have you been playing at this casino, and how many times have you deposited?

Have you made any successful withdrawals from this casino before?

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,

Veronika

I deposited $1000 and didn't receive any bonuses.

The deposit method is USDT, a virtual currency.

I think the play period is about a month.

I've deposited about 10 times.

I have successfully withdrawn money four times.

$1000入金してそこからボーナスは受け取ってません。

入金方法は仮想通貨でUSDTです。

プレイ期間は約1ヶ月ぐらいかと思います。

10回ぐらいは入金してます。

4回ほど出金に成功してます。

Thank you very much, tk.1, for providing all the necessary information. I will now transfer your complaint to my colleague, Michal ([email protected]), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello tk.1,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Coins.Game Casino to join the conversation.

Dear Coins.Game Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence directly to me at [email protected] for an independent assessment.

Thank you in advance.

Hello.

We've sent you an email with clarification and proof.

Thank you for providing the information and evidence, Coins.Game Casino Team.

Dear tk.1,

I have obtained the evidence that supports the casino's decision. Regrettably, after collecting and examining all relevant information and evidence, we must classify this complaint as Unjustified due to a violation of the casino's terms and conditions – particularly, the creation and/or use of multiple or duplicate accounts to exploit the casino's bonuses and promotions. Every casino maintains a strict policy regarding cases of multiple or duplicate accounts, and the casino team has acted in accordance with its terms and conditions, which you agreed to when you registered your account.

You are certainly entitled to disagree with our conclusion and may opt to escalate your case to the casino’s licensing authority or the appropriate regulatory body in your jurisdiction if you still believe your stance is warranted.

However, we are unable to offer any additional assistance concerning this issue. I would also advise you to review and comply with each casino’s terms and conditions in the future to help prevent similar problems.

We regret that we cannot provide more support on this occasion. If you face challenges with another casino in the future, please feel free to reach out to us, and we will try our best to assist you.

Best regards,

Michal

Casino Guru