Account closed after completed KYC with no context and funds stolen

Hello!

I'm having trouble withdrawing my winnings. On April 25th, I submitted a withdrawal request for $1,300, but it was rejected. When reviewing the transaction, it stated I needed to go through the verification process. I contacted customer support and asked how to do this. They sent me instructions, and I followed them. First, they told me verification would take up to 48 hours, then 15 days. After 15 days, I contacted customer support again and was told I now need to wait 15 business days. I believe this time is sufficient for my documents to be verified, so I request that the withdrawal process be resumed. Thank you for your attention.

Hello, when I tried to withdraw $2,350 from Coins Game, I was asked to complete verification. I uploaded my documents and passed the verification process. It's been eight days since I completed it, but I still haven't been able to withdraw my money, which seems like a long time. All my inquiries to support have been met with the same responses, without any specific explanations. I simply request that my account verification be completed and the withdrawal processed. Thank you in advance.

I am filing a complaint against Coins.Game for the unjustified seizure of my entire account balance of CA$222,000.

Background:

In late November 2025, I registered at Coins.Game, passed KYC verification through Sumsub, and deposited CA$4,600 via Interac e-Transfer. I mainly played Pragmatic Play Live Blackjack and slots over a period of about 4 days.

The casino confirmed everything was fine:

Throughout those 4 days, I regularly used the lobby feature in PP Live Blackjack to switch between tables. This wasn't a one-time thing — it was how I played the entire time. During this period, two different support agents separately confirmed that my gameplay was completely normal and called me an "excellent player." They even assigned me a dedicated VIP manager. I have screenshots of all of these conversations.

Account closure:

On December 2, 2025, the casino suddenly closed my account and seized my entire CA$222,000 balance. Since that day, I have sent them nearly 10 emails. Not a single one has been answered. They have completely refused to communicate with me via email. The only responses they've ever given were brief comments on public and through their own live chat — never any formal or direct communication.

Their accusations keep changing:

This is the most unacceptable part — their justification has shifted at least three times:

- December 3: They claimed I failed KYC verification (I had already passed through Sumsub)
- December 4: They claiming I placed an "impossible $60,000 slot wager"
- Three months later (early March 2026): The story changed to claiming I violated their rules by using the lobby feature in Pragmatic Play Live Blackjack to switch tables

I have screenshots documenting each of these shifts.

The lobby feature is a standard function available to all players:

Anyone who has played PP Live Blackjack knows the lobby button is right there in the game interface. Switching tables is one of the most basic and normal things a player can do. I am certainly not the only player who has ever done this. If this truly violated their rules, why does the feature exist? Why was I never warned during my 4 days of playing this way? And why did two separate support agents confirm my gameplay was perfectly fine?

The scope of what they seized is completely unreasonable:

They didn't just take the blackjack winnings they claim to have an issue with. They seized everything in my account, including:
- Blackjack winnings (some of which were from sessions played in their own officially recommended rooms)
- Slot winnings (including a CA$30,000 max win on Sugar Rush 1000 and several other significant wins)https://www.cnpmciozgh.net/QuXHVi9Zmd
- My personal deposits of CA$4,600

No distinction was made. No explanation was given. They took it all. I will attach screenshots as evidence.

The claim amount is $594!
I registered at this casino on May 19, 2025.
While playing, this casino has changed its website design and service providers several times.
Since registering, I have repeatedly topped up my account—more than $500 in total—and constantly lost my money! My last deposit was profitable.
Until today, I had never requested a withdrawal!
Today, I requested a withdrawal for the first time, but my request was canceled, and I was asked to go through verification again (I had previously uploaded my documents to their website). I passed verification. I was asked to wait 48 hours for the verification to complete, and after that, I was unable to log into my account.
I have $594 left in my account! Please help me resolve this situation!

I am submitting this complaint as a precautionary measure due to an ongoing verification delay and lack of transparency from the casino. If the issue is resolved promptly, I am prepared to close this complaint.

I have been an active user of this casino for several months and currently hold VIP status on the platform. During this time, I have used the casino regularly and in good faith.

I completed the casino’s full KYC verification process and uploaded all requested documents as instructed. The casino’s live chat support confirmed multiple times that my documents were successfully received and stated that verification is handled manually, typically within 48 hours and often faster.

As of now, it has been over 30 hours since my documents were submitted, and I have not received any approval, rejection, or meaningful update regarding the status of my verification. When I contact live chat for clarification, I am repeatedly told that the security department is “busy” and that no additional information or timeline can be provided.

This situation is particularly concerning because the casino is currently holding approximately $10,000 in winnings that I am unable to withdraw while verification remains unresolved. Given my VIP status and established history with the casino, the lack of transparency around both the verification timeline and the status of my funds is troubling.

I have fully complied with all verification requirements and am not refusing the process. I am only requesting confirmation that my verification is actively being processed and that my account and winnings are secure.

I am submitting this complaint to ensure proper documentation and oversight in case the issue continues. Should the casino complete verification and release my winnings, I will promptly update or close this complaint.

Thank you for your assistance.

I won 300usdt but have been since blocked and not allowed to withdraw. I was told that coincidently a random automatic security check was placed on my account. I asked for timestamps since this security check is random. The problem seemed to occur right after I verified my account and tried to withdraw my winnings.Now the casino will not reply to me.

Hello!

I registered at this website on 23.07.2025 and make a couple deposits and lost everything.
On 24.07.2025 I made $100 deposit and won $1500 playing one slot game from Amatic.
I decided to stop playing and withdraw my winnings.

I've succesfully submitted my first withdrawal request, but it was declined. I got email that I need to verify my email address to submit withdrawal. I did that and tried to withdraw again and it told me I need to go through verification process. I assume their website uses SumSub and I've uploaded my passport and did go through liveness check. I waited for the results in SumSub iframe window and it told me that all my data has been succesfully verified (applicant data, ID, Liveness Check). After I completed the verification, the verification tab just dissappeared from the website and I'm not able to locate it anymore. I've tried to submit withdrawal request but its totally blocked. Now when I try to submit it, it says I need to contact customer support.

The customer support keeps telling me that they need more time to verify my account. This is false statement, because I've passed the verification and the SumSub showed me, that my account has been verified. I highly assume that this website is using bad practices to hold the winnings and find the reasons to do not pay my legitimate winnings.

I didn't create any duplicate accounts, I didn't claim any bonuses (nor deposit, nor their website bonuses) and left my real account information.

I want AskGamblers team to help me to get my winnings from this casino and don't let them to use their shady practices.