Locked out of my account and no payout

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.

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.

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.

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.