Account has been closed without reason and unjustified seizure of my entire account balance

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Coins Game Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information and taking into account the player's confirmation, the AskGamblers Complaint Team considers this case resolved and closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that in case of a disagreement with our decision further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Dear AskGamblers Team,
Thank you for following up on this case. I'd like to respond to Coins.Game's latest statement.
First — is this your final explanation? Because so far, the reason for closing my account has changed three times: December 3rd it was "failed KYC," December 4th it was "impossible $60,000 slot bets," and now, three months later, it's "using the lobby function to switch tables." If this was the result of a "thorough review," why did it take three months and three different stories to get here?
About the lobby function: The PP Live Blackjack lobby is a standard built-in feature of the game interface. It's not an exploit or a backdoor. Pragmatic Play themselves promote table switching as a product feature on their official website (pragm­ati­cpl­ay.c­om­/en­/li­ve-­cas­ino­/bl­ack­jac­k-x/), with the heading "SEAMLESS TRANSITION FROM LIVE TABLES." Their VIP page also directly references the lobby as a table navigation tool. This is a core feature designed and marketed by the game developer.
On top of that, the casino has full backend control over which tables are accessible to players. If certain tables weren't supposed to be available to me, that's on the casino — not the player. I entered tables that were displayed normally, running normally, and accepting bets normally. How am I supposed to know a fully functional table is somehow "not supposed to be offered"?
About what I actually did: When a table is full, switching through the lobby is what every PP Live Blackjack player does. I can't be the only person on Coins.Game who has ever done this. I'd ask the AskGamblers team to consider whether using a built-in feature designed by the game developer can seriously be considered a rule violation.
About the terms they cited: They quoted clause 2.3.2, saying bets were "offered due to error." Okay — whose error? The casino's system, not mine. And this "error" went on for five full days, during which two separate support agents confirmed my gameplay was completely normal. Their response tries to dismiss this by saying "promotional activities and compliance reviews are separate processes" — but those agents weren't running a promotion. They were directly answering my questions, explicitly telling me my gameplay was fine, calling me an "excellent player," then assigning me a VIP manager and increasing my withdrawal limits. If what their staff tells players doesn't count, what can a player trust?
About the scope of confiscation: Their own terms say "winnings from gameplay that violates the rules will be forfeited." So let me ask a few questions:
If winnings from certain tables are voided, then my losses at those same tables should also be reversed and returned. You can't keep the losses and take the winnings.
I won a CA$30,000 max win on Sugar Rush 1000 on my first day, plus several other significant slot payouts. What do slots have to do with the Live Blackjack lobby?
I also had winnings from their own recommended blackjack rooms — at least one win of around $9,900 USD and several around $5,000 USD. These wins were featured on their website homepage as marketing material. If these were from "non-compliant" tables, why did they use them for advertising?
My personal deposit of CA$4,600 was transferred from my own bank account via Interac. That's my money, not "winnings." Their terms don't give them the right to confiscate player deposits.
I'm requesting that Coins.Game publish my complete betting history so everyone can see which tables they consider "non-compliant" and what my actual results were.
One more thing: From December 2nd until now, I've sent nearly 10 emails. Not a single reply. The only communication from them has been brief comments on public platforms. If their position was solid, why avoid direct communication for three months?
I'm asking the AskGamblers team to seriously review this case. The casino's conduct looks a lot more like finding excuses after the fact to confiscate legitimate winnings than a genuine compliance action. I'm requesting the full return of my CA$222,000 balance.
Thank you.
Jackson

Dear Coins Game Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to suppor­t@a­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Hello.

After a full internal review of your case, we confirm that your account was closed due to a violation of our Terms and Conditions.

According to our rules, all games must be launched directly from the official casino lobby. Accessing or continuing gameplay in games that are not actively offered or properly available within the casino lobby constitutes a breach of these terms.

Our investigation confirmed that gameplay activity occurred in a game session that was not part of our active offering at the time and was not properly accessed through the casino lobby interface. As clearly stated in our Terms and Conditions:

1.6. Reference to “games” shall mean Casino, Live Casino, Sportsbook, cards, and other games as may from time to time become available on the Website. coins.game reserves the right to add and remove Games from the Website at its own discretion.

2.3.2. We reserve the right to declare any bet or transaction void, in whole or in part, if, at our sole discretion, it is очевидent that any of the following circumstances occurred:
6) As a result of an error, such as an inaccuracy, misprint, technical error, human error, force majeure, or otherwise, bets were offered, placed, and/or accepted due to that error.

Winnings obtained from gameplay that violates these rules are subject to confiscation, including any subsequent winnings derived from such activity.

With regard to congratulatory messages or VIP assignment:

Our team often rewards active players and may assign VIP managers based on activity levels. This does not constitute confirmation that gameplay is compliant with all technical and regulatory requirements. Promotional engagement and compliance review are separate processes.

We understand that this situation is disappointing. However, the decision has been made following a full review in accordance with our published rules.

Regards,
Coins.Game Team