Help me collect my winnings

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the 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, the AskGamblers Complaint Team considers this case resolved and it is now officially 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.

Hello.

We have reviewed this complaint and are ready to provide our response.

The player’s account was submitted for an additional review as part of our standard security, KYC, and AML procedures. As a result of the review, a violation of the platform rules related to the verification process and the documents/data required to confirm the user’s identity was identified.

Accordingly, measures were applied to the account in accordance with our Terms & Conditions and AML/KYC Policy.

Below are the provisions of the Terms & Conditions that were breached and applied in this case:

Clause 4.3: Coins.Game reserves the right to carry out additional customer verification and identification procedures at any withdrawal level. All transactions are checked in order to prevent money laundering, fraud, and other unlawful activity.

Clause 6.1: When requesting the first withdrawal, the user is required to complete the KYC procedure and provide all necessary documents, including an identity document, proof of address, proof of ownership of the payment method, and any other documents that may be requested by Coins.Game to confirm the user’s identity and the legitimacy of the transactions.

Clause 6.1.1: If the user does not pass the verification procedure, does not provide the required documents, or the provided documents/data do not allow the verification to be successfully completed, Coins.Game reserves the right to close the user’s account and cancel the winnings.

Clause 6.6: Withdrawal processing times may be extended in case of additional account checks, including security checks, KYC/AML checks, and other procedures necessary to confirm the user’s identity, source of funds, and the legitimacy of the transactions.

Clause 6.12: Prior to approving a withdrawal, Coins.Game has the right to request identity documents, face verification, phone verification, or any other checks necessary to confirm the user’s identity and compliance with security requirements.

Clause 7.5: Coins.Game has the right to refuse a withdrawal in case of fraud, suspected fraud, violation of the platform rules, or any other activity that contradicts the Terms & Conditions.

Clause 9.1: In case of any irregular activity, including suspicion of fraud, attempted money laundering, use of inaccurate, forged, or misleading data, Coins.Game has the right to close the user’s account, block the balance, void pending withdrawals, and forfeit deposits and winnings.

Clause 9.3: In case of fraudulent, unlawful, dishonest, or improper activity, Coins.Game has the right to block the user’s account and balance without prior notice.

Clause 9.4: The user’s account may be reviewed by the monitoring service for up to 15 business days. During this period, withdrawals and bonus-related operations may be temporarily blocked.

In addition, our AML/KYC Policy provides for mandatory customer identification, verification of submitted documents, proof of address checks, additional checks where necessary, and manual review of suspicious accounts and transactions.

Taking into account the results of the review and the above-mentioned provisions, the player’s account was blocked, the withdrawal request was cancelled, and the funds on the account were forfeited in accordance with the platform’s rules.

Our decision was made strictly in accordance with the Terms & Conditions, AML/KYC Policy, and the platform’s security procedures.

Best regards,
Coins.Game Team

Dear all,

This complaint has been reopened as per Coins Game Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Dear Coins Game Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.