Coins.Game Casino - Акаунтът на играча е затворен поради неверни твърдения.

I cashed 1200 about a week ago with no worries and few days ago i hit big and i made a withdrawal request of 100 Ltc it started like there was nothing wrong but it got returned to my account after some time so i did it again this time they need more verification to be precise proof of address so i provide it i get email stating it will finish verification in48 h and they rushing it etx this morning i get a personal manager like vip everything is great then this afternoon i can't log in so i go to chat with represantative and they tell me my account is blocked canceled no money for me because i cheated trying to submit false documentation which is absurd i cashed out a week ago and suddenly im cheating because i won large amount? I need professional help please. I beg you help me! What they are trying to do is very wrong i feel helpless and i can't even explain the feeling. I never cheated i was always honest. Help me please i beg you..

Dear kestutisnarbutas11,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Coins.Game Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• Could you please list which documents you provided?
• Did the casino specify which documents were fake?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I been with coinsgame for about 1 year I think. I started to frequently visit it not that long ago and my account was blocked yesterday afternoon 2nd of December. I did provide them with my ID which is BC Health card and a letter from federal goverment about voting and if I recall correctly agent told me that i was cheating trying to upload fake documentation which is absurd their kyc needs serious upgrades coz it was telling me my address is expired which is kinda funny but very frustrating coz it never works! I mostly play slots a bit of blackjack and plinko but mostly slots. My most lucrative spin comes from 666 and rest sweet bonanza 1000 and top pragmatic play games. I have an email stating my verification is in procces and it should not take longer then 48h and i didn't even suspect that i have to protect myself from.events like this with any proof possible so i probably dont have anything important saved but i do have that email and i believe my personal manager is.gone but her name is Liza coins.game if that helps any

I have screenshots of my big hits and I believe i can check chat history as well, I just don't know how old I can access it, if you need any more information please don't hesitate. Thank you

Hello Tomas could you update me on the situation please? I tried to talk to them but i give up coz its not going anywhere they just repeat same nonsense i have a screenshot them accusing me one thing and then another but i have nothing to fear because i didn't do anything wrong and if You need any more evidence from my part i have lots of it. Thank you

If You can help me I will generously give you guys a generous amount for the Your time and help.

So in a few h I became cheater from loyal player

There is more but I will wait for response from you.

It has been 3 days without a reply from casino guru and now it is weekend...do you really help?

I am sorry Tomas i don't mean to be rude but You must all understand that this is live changing amount and i just can't calm down. If I may ask to delete these too last post since it is irrelevant to this case. Thank you for your understanding.

Thank you for your patience, kestutisnarbutas11. We currently have hundreds of active complaints and we strive to reply as soon as possible in the allotted time of 7 days.

I went over the communication you submitted. Could you please share which information that you provided on your verification documents differs from the information in your player profile and how, to your knowledge?

To my knowledge nothing should differ. If anything it could be my ID which would be my driver's licence if i did verification earlier this year or my BC Health card which I am 100%sure that was my last ID with them because their KYC didnt work and i was about to quit and delete it but one agent took matter in their own hands and guided me the right way. And before proof of address most likely was my tax refund and last was as a registered voter a letter from Federal Government. Same with my phone number so if something didn't match means they didn't update it because before sending email with my proof of address i did all KYC steps except proof of address because it was saying it is expired even if the date can't be seen because it is on the other side of letter.Honestly there should be no differences because i did provide latest and most updated information. It cannot be my phone number because i got that personal manager on telegram.Everything should be in order and if it is not it is their fault. Did i became different person in a week? 1200$ no issues smooth and painless but not 20k ? I know and they know too that i didn't do anything wrong . They see me as a threat that could bankcrupt heir casino since i wagered over 20k in a day or so. My sincere apologies for being rude i didn't sleep nor eat properly since and all this stress is visibly consuming me. I greatly appreciate Your time and effort. Thank You

Thank you very much, kestutisnarbutas11, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, kestutisnarbutas11!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation. In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player.

Thank you!

Thank You Tomas and Pavel, your help is greatly appreciated.

Hello Pavel and kestutisnarbutas11!

We sent evidence and reasons for blocking to pavel.k@casino.guru.

Thank you, Coins Game Casino!

kestutisnarbutas11, please, sent all documents you have submitted for the verification in the casino to my e-mail address: pavel.k@casino.guru.

I did.Thank You Pavel Thank You Coins.game

We are in an ongoing communication with the casino, so I am setting the timer for 7 days.

Thank You Pavel.

Hello kestutisnarbutas11,

We would like to update you that due to Pavel, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Pavel has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Pavel will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you Casino Guru

Thank you Casino Guru

I would like to inform both sides that we are still investigating the case.

Thank you Pavel.

kestutisnarbutas11, we have communicated with the casino and received an information that you have not passed the verification due to the bad Proof of address. We did not see this as a deliberate breach and fraud so we have suggested to the casino that they give you another chance to submit a correct document and that we would be an intermediary between you and them that will help you with that, but the casino has declined our suggestion stating that they "take KYC and everything related to it seriously". For us, such behavior is not fair and transparent, therefore, we will close this complaint as unresolved with the penalization in the casino's Safety Index which, I hope, will make them to go for a compromise.

As for what you can do, there is a possibility to lodge a complaint with the casino's regulator. You can do so here: https://anjouangaming.com/file-a-complaint/. Please, let me know if you will do so, I then will need to change the complaint status.

I am sorry I could not be more of help.

Respectfully,

Pavel K

Casino Guru Team