Coins Game Casino

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My account must be opened and my balance withdrawn after delivering all KYC documents.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

Hello,

My issue is the fact that at some point during my playthrough on slots, my wagers have not been registered in my rollover progress. I noticed this when I went to check on my wager after several hours of playing where it appeared I had only wagered about 90 usd. I have contacted live support twice but got no solution from this. I will outline the details below.

I took a deposit free spins bonus on 18 oct. I lost my deposit after which I activated the free spins. I won 92.64 usd which I started to wager by playing games from the list in the rollover section. I began playing at around 10.30 pm. Around 3 am I was looking to check my wager progress, but in the rollover section of my profile, it appeared I had only wagered 91.78 usd, and I had been playing for several hours making bets of 0.40 to 0.60 mostly. My overall balance at this time was 130.19 usd.

I also noticed my balance was divided into "account balance" and "bonus balance" which I did not understand. Since I was playing with bonus funds only. I contacted support to ask about my wager and why my balance was divided into 2 balances but I got none the wiser. During our chat session we agreed i do one bet and see if it affected my rollover, but it did not and I provided screenshots. I have included the log of this support session. I was not helped further, it felt like it kept going around in circles without the support agent acknowledging the issues I was facing with rollover not registering my bets.

The day after, 19 oct, I contacted live support again to inquire about my issue. I include this chat log too. I found the agent to be largely unresponsive. From the chat log, you can see the agent replies appr. 1hr 15m. after my last message. I had left the chat at this point. Regarding the suggestion to use their mirror sites, I did this but nothing about my rollover details had changed.

Later today, I did about ten $1 bets on a slot, but again, the rollover details remain the same as before. That is, my rollover does not register my bets. I want to point out that I have only played games from the list in the rollover section throughout my wagers from the free spins. I include a screenshot from my rollover details before and after my $1 bets.

Screenshot 1 (before): "wagering left" is $1761, total balance is $130.49

Screenshot 2 (after): "wagering left" is $1761, total balance is $121.63

My $1 bets did not really pay, so there is a decrease in my balance detailed in my second screenshot. The point to note is that the "wagering left" remains the same. I pointed out to the first support agent I talked to, that it would make sense my rollover progress was only $90 if my rollover stopped registering my bets at some point.

I include also a screenshot of my wager details that I sent to aforementioned support agent which shows my wager completed to be 91.78 usd. Plus a screenshot I took just now of my wager details which still shows completed wager to be 91.78 usd. This does not make sense since I have done bets (only on rollover) slots since then.

I find that contacting live support for a third time would be to no avail, thus I hope to get resolve with this complaint.

I've had a pretty good experience with Coins.game for a while now I've made many withdrawals for large sums of XRP which have been paid out very rapidly without any issues.

Until this time where I won a little over $3000 and tried to make my withdrawal but was told for the first time that I needed to verify my account by sumbitting my driver's license, which I immediately provided and was told to wait 48 hours for verification to complete. During which time I was unable to make any withdrawals and unable to play any games.

Time has gone on and still no ability to withdraw or play any casino games but I can still make deposits of course?

I supposedly a VIP player due to the large amount of deposits I've made (thousands of USD) and was told my account would be given priority as a result yet nothing has been resolved.

It's just very frustrating and I'm left in the dark.