Hello,
10 days ago Coinplay decided to close my account and confiscate all my sports bet winnings (291mbtc).
Let me tell you what happened:
After having monitored their Bitcointalk forum thread regularly since December last year to read about experiences from users about Coinplay, I finally decided after 3 months of hesitating to open an account at Coinplay.com on Monday 20th March.
I deposited 70mbtc to start betting live on NBA. I only bet on NBA game winner market, never any totals or handicaps. First day I only placed 1 bet on Warriors to beat Houston at very low odds, which was a winner making my balance 84mbtc. Then the next day I placed my 84mbtc balance on the Clippers versus Oklahoma, which sadly lost. So the third day (Wednesday) I had to make another deposit, this time I did 200mbtc. I placed some more bets: Warriors to beat Dallas, Miami to beat Knicks, Lakers to beat Suns and 2 separate bets on Portland to beat Utah. All of them were favourites in range from 1,40 to 1,65 odds, apart from Lakers which were small underdogs at 2.20 odds. Lucky for me, all my bets won this day and my balance was 561mbtc after this Wednesday 22th of March. This meant 270mbtc deposit total plus 291mbtc of winnings. So I decided to quit for the day and withdraw 200mbtc, planning to play on with the remaining funds the next day.
But then a couple minutes after requesting my withdrawal I was suddenly auto-logged out from my account. I tried to log back in but the system said I had entered a wrong password even though I was 100% sure I had the correct one. So I went into livechat and was asked to email to [email protected] so I did.
Then I got the response "hello, your request has been sent to the specialist, wait for the answer". And then 15 minutes later the following email (see attachments).
So I was flabbergasted, that they simply decided to confiscate my winnings even though all I did was place a couple of NBA bets. It is just a very vague copy/paste of some terms which basically state that I have somehow "manipulated" or "cheated"....and the joke is also that it says "the decision was made after a careful investigation". How careful can an investigation have been when it took less than 30 minutes in total? Within an hour of my bets being settled or within even 30 mins from my withdrawal request this "investigation" had already been concluded.
Let me summarize the facts:
- I am not from a forbidden country, I live in Germany
- I have not bet using VPN, I simply used my normal German IP-address
- I have not bet on dodgy unknown leagues where I could maybe gain an unfair advantage
- All my bets were on one of the biggest leagues in the world: the NBA. And not even on handicaps or totals but the most reliable market of them all: the game winner market
- I have not used any software or robots placing my bets
- I did not claim any bonus
- I only have one account
So all in all my experience with Coinplay has been horrible. I have done nothing wrong and I am being accused of manipulating and cheating when I simply bet on a huge world famous league. How on earth can I manipulate or cheat with those bets? And how on earth can Coinplay determine this within 30 mins from my withdrawal request?
Why was nothing wrong yet with my betting when I lost my first deposit of 70mbtc? Why only after a winning run?
I sent an email to Coinplay stating I did nothing wrong and asked them to re-evaluate their decision, but waited now 10 days and received zero response.
My conclusion is that Coinplay is free-rolling their customers: if you lose they gladly take your money but if you win they only return the deposit. This is simply theft in my opinion. Coinplay are welcome to defend themselves and maybe they finally see that they made the wrong decision here to treat me as a cheater, and hopefully they re-instate my account. It can always be the case that they had an internal miscommunication about me and by accident flagged me as an abuser, in that case they are free to admit this here and the case will be closed. We all make mistakes, it's just how you handle them what determines how good or bad you actually are. Coinplay did not want to go into details about my case but the only thing they promised is that they will respond on my complaint at Askgamblers. So that is why I am submitting my complaint here now.
We both agree that Askgamblers team can take an honest look at the situation and determine if I did something wrong which warrants the confiscation of my winnings. Please Askgamblers, take as much time as you want to thoroughly review this dispute and make an honest assessment like I know you will do. Thank you very much.
Apart from the email Coinplay sent me, I will also attach following other screenshots:
- profile page where you can see my email and account number
- list of transactions where you can see my deposits of 70mbtc, 200mbtc, my requested but cancelled 200 mbtc withdrawal and then the succesful withdrawal of only my deposited amount of 270mbtc
- list of bets which I already described. Only they voided them all (and therefore now all have odds of 1,00) after they had already been settled.
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I will try to upload the files in a comment. Or else send them to you via email. Thanks!
