Complaint #86 Coins Game Casino

Help me collect my winnings

By MartyniukRuslan

3 months ago

I am filing a complaint regarding unreasonable delays in the verification and withdrawal process.

On May 10, 2026, I requested a withdrawal of $1,000 from a total winnings of $3,800. My total turnover during the game exceeded $20,000. After submitting the withdrawal request, my account was blocked, and I was asked to undergo identity verification, including video verification, and provide the required documents.

I completed all requirements in a timely manner and provided all requested documents. Customer support informed me that verification would take up to 48 hours. However, after this period, verification was not completed, and after contacting customer support, I was informed that I would have to wait up to 15 more business days.

After this period, I was asked to provide documents to confirm my residential address. I re-uploaded all the required documents. Customer support assured me that no additional documents would be required and that verification would be completed within 48 hours.

However, after another 48 hours, I contacted support again and received a response saying I needed to wait up to 15 more business days.

I have now fulfilled all the platform's requirements and provided all the requested documents. However, the verification deadlines are constantly being postponed without explanation. I consider this delay unjustified and raises serious doubts about the integrity of the processing of my request.

I request that you expedite the completion of my account verification and ensure the prompt withdrawal of my funds.

Thank you in advance for your consideration of my complaint.

Disputed Casino Coins Game Casino

Reason Declined payment

Discussion

AskGamblers

• Support Team

3 months ago

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.

Coins Game Casino

• Representative

3 months ago

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

AskGamblers

• Support Team

3 months ago

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.

AskGamblers

• Support Team

3 months ago

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.

Coins Game Casino Complaint Stats

Resolved 18 / 19

Avg. Amount $1,141

Avg. Complaint Duration 4 days

Avg. Response Time 1 day

Coins Game Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 9 out of 10 complaints in this category have been resolved.

This operator's average complaint duration is 4 days, while the average duration across all operators is 8 days.

Coins Game Casino Complaints

See all complaints for this casino

Missing cashout limits

Hidden Bonus Terms and Evasive Support

Dear AskGamblers,

I am opening this complaint against Coins.Game because they are intentionally withholding crucial information regarding their bonus terms, making it impossible to play fairly.

I am interested in using their 3rd Deposit Welcome Bonus (the 75% bonus). Before fully committing to the wagering requirements, I simply need to know the exact Maximum Win / Maximum Cashout limit for this specific bonus money.

I have contacted their live support multiple times to get this information. Instead of giving me a direct numerical answer or a multiplier, the support agents are completely evasive. They keep redirecting me to the general Terms and Conditions or giving vague responses, but the exact max win cap for this specific 3rd deposit offer is nowhere clearly stated.

Offering a deposit bonus without transparently communicating the maximum cash-out limit is an unfair and deceptive gambling practice.

I am asking for your assistance in forcing Coins.Game to provide a direct, public answer regarding the exact maximum win limit for this bonus, so players know what they are getting into.

I have attached screenshots of my conversations with their support team, where they refuse to answer my direct question.

Thank you for your help.

Sincerely,

Resolved

Help me collect my winnings

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.

Resolved

€1,300

Verification done but is delaying verification

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.

Resolved

$2,350

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

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.

Resolved

Cancellation of withdrawal of funds and blocking of account

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!

Unresolved

$594

Withdrawal blocked because of KYC

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.

Resolved

$10,000

Account closed after completed KYC with no context and funds stolen

I have attached all email correspondence with Coins Game. After completing KYC I was unable to log in to my account and was put in contact named Milos who told me my account is blocked.

He went out of his way to communicate that this was justified (however he also insisted he knew nothing about the case), and tried convincing me there is no point to seek 3rd party counsel, as my case is a losing one, which is a pretty incredible statement from start to finish.

He declined to give information about how to escalate the case in their casino, and information about their license authority. Which is also pretty incredible.

I have 5675 euros in my account, which they seem rather keen on straight up stealing judging by what they are writing, which of course is unacceptable.

I don't know what has happened, and I turn to Askgamblers as an initial escalation of this case. I'm honestly shocked over their behaviour, especially since they have a good resolve rate on this platform.

My account must be opened and my balance withdrawn after delivering all KYC documents.

Resolved

They blocked my account for no reason

I registed coins.game months ago, and I deposited so many times. These days I won almost 300USDT.

Then they blocked my account. Thay only told me that I violated the rules. But they never told me which rules I violated and they can't provide any evidence of it.

I promise I just deposited and play on that website regularly. And I never violated the rules.

Please help me to deal with it.

Thank you.

Resolved

$300

3Account blocked after withdrawal request

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.

Resolved

Closing account without any response

My account was on verification. I put my identity card and did the selfie and after more hours i can not access to my account. I have already won multiple games and have money on it. they close it without even any warning or response on my email. I was only playing slots game and have a winning of 500 dollars.

I did the verification on 1am and at 8 am the account was closed. i did not fraud and ask for the area on their chat and told if I have not the message ' unavailable area ' means I'm ok.

Resolved