Coins Game Casino Complaints

Hidden Bonus Terms and Evasive Support

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​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,

<full name removed>

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.

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.

I had complaint against Coins game casino. Few days back I had signup on website & won certain amount on casino. When I tried to withdraw I got error to contact support. After contacting support they ask m to do kyc.

When I done kyc which include aadhaar verification as well as live selfie. After again it ask me to do contact support, support said that they need to verify account 15 more days needed.

I don’t know what type of verification team needed after doing identity verification along with live face verification. I had contacted support many times daily they send m copy pasted sms that verification takes up to 15 days.

Today it’s 16th day all 15 days passed & 1 more day passed today I contact support they said they don’t have time framed.

I had around 25k₹ in my acct and after playing today I only had 13k₹ left. I really don't know why team is not responding their customer support don't have anything to say except excuses.

Actually I think they really don't want to pay winning amount to user. Even I don’t have any multiple account for which their security team is doing checking since 15 days.

In end I just wanna say customer care is too bad so it’s better to opt other casino sites than this because they don’t pay their customers.

Hello, this incident began 9/17/23 5pm.

Today is 9/26/23

I received $5,000 USDT due to winning a tournament. I received the notification as well the funds were added to my account. I then verified this by looking at the tournament chart. I verified again by contacting customer service as well.

Later down the line I began playing Plinko. One of the Original games they have. I was betting $1.25 USDT. Suddenly my balance went negative - $1,500 exactly when I pressed the Auto play button to stop dropping balls. Prior to pressing the Red auto button I had a balance of $3,750.00.

Suspiciously someone Immediately after they reversed my pending withdrawal of USDT $1,250.00 and left my balance at -$300.00 USDT.

After reporting this they made it clear that they were aware of an error and assured me things would be set back to normal. SCREEN SHOT PROVING THAT AS WELL

I have been waiting over a week and been told initially it takes up to 48 hours and then that it will take more time. Following this 5 days later I was told that I would have a response by the end of the day. Then no more than the end of the day by the specialist. SCREEN SHOTS OF THIS CONVERSATION AS WELL.

Finally I was told that it went to the specialist then to the game creator for review and then I would get a fair result.

After reaching out again 4 days later and today I was asked what case I was referring to and what details do I have to share when supposedly my case was with the specialist under review at that time. Then they respond with I see it now after commenting that they should see this action on my account history if it was actually processed.

After I shared screenshots of the incident in detail of more than 10 screenshots and saved dialogue from each representative then they seemed to get a whole lot more caring and stopped giving me bogus responses that made almost sense from that there was a glitch and I didnt win the tournament. When I went back to look I saw that they changed my name. I have screenshots supporting this. SCREENSHOT SUPPORTING THIS AS WELL.

My wager history and level upgrades concur with my position and are in exact alignment with winning. When I shared that then they again let that bogus excuse go then said wait it will be taken care of and things will be set to normal after they admitted that there was a game error initially which struck me oddly.

My name was hidden at the time of tournament and 4 min later the name of the winners were changed right after I brought to their attention that I was 1st place and I tried to unhid my name but they changed it before I could do so.

After I was told if you won then your account will be credited. I didn’t notice funds in my account until later that day they were issued. So hours went by after this supposed correction and I had the funds still in my account until the game error.

I reached out over a dozen times with the screenshots proving the issue over and over along with bid history and the hash algorithm from the specific games that were in error. To remind you the game history does not reflect I made these bids to cause my account to go negative nor is it possible for me to bid amounts I currently don’t have available. It will say not enough money if you attempt such a thing.

Concluding I reported to them that I needed connection with management or any executive level position to relay the information to be sure it was even processed.

They were reluctant to do so. After asking Several times the representative name Cyril gave me the name Stacy as their manager. To contact this person at their standard email address.

Before this, there was some suspicious activity taking part. Like withdrawals that would not be processed timely and withdrawal requests that I received before the prior one. Also deposits would not appear until I contacted support. As well deposit later made after the initial would be added to my balance but not the previous one.

Finally they said (representatives) that processing withdrawals can’t be stopped or canceled. Yet the withdrawal for $1,250 USDT was stopped immediately after having the status processing for hours.

Along with another withdrawal that was pending for 2.6 LTC for day’(s) plural. They finally decided to cancel and return to my balance. Only the LTC That is.

When I brought this to their knowledge they suddenly processed my 2 pending deposits and cancelled the previous pending withdrawal 2.6 LTC that was taking days to process all at once to make it look like they cared and to distract me from what was really going on. Which brought my balance of LTC to about $263 roughly. When they clearly told me they can’t cancel or process transactions when it’s up to the blockchain. Yet these multiple transactions were processed simultaneously. Deposits and withdrawals. Just to justify what they did with my other pending withdrawal of $1.250 USDT.

I have not played that game in error with the same currency USDT leaving the game history exactly as it was over a week ago. I gave them the bid transaction and screenshot to reflect the truth of the matter as well to relay to the specialist.

So. I’m at a loss of $4,750 USDT in total.

Currently as of today there is still no response or resolution supplied by them. The most recent response is they don’t have one until the specialist contacts me through their chat services or email. Which they have given different information of how I am to receive this response and their fair decision.

I also noticed chats that were deleted.