Coins Game Support and Complaints Thread

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Welcome to LCB

Welcome to our forum, we appreciate you being here to assist our members! 

Welcome to the Direct Casino Support forum thread! Happy to have you here representing Coins.Game Casino! 

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They deleted my money.coins.game

In this casino I have deposited since January till now, average about 3000 trx per month, finally I withdrew. The total amount is less than 100 dollars. They told me to hunt for the bonus and delete all the currency in my account. Both the deposit history some months more than 10000TRX When I withdrew only a small amount, they canceled and deleted all my money. I have proof of all deposits.

Hello Minmu01,

May we ask if your account has been verified thus far?

If it's verified, please send us your Casino Username via private message so we can reach out to Casino Rep and check what is the issue with the withdrawal process.

Thank you in advance.

Hello Minmu01,

Thank you for sharing your credentials with us. We will ping Casino Rep in order to help you with this matter.

Please keep an eye on this thread for any updates.

Hello Minmu01,

We still haven't received any response from their side. We will send them a reminder email in hopes that we can get a clarification as soon as possible.

Keep you posted.

Thank you.

Hello  Minmu01,

Casino Rep got back to us and clarified this matter. We've got information that the bonuses are still on your account and that they haven't blocked anything regarding that, the withdrawals have been made and that you got all the money back. We have reviewed all the proofs, but we can not share it because it's very confidential. We've been provided with all your deposits and withdrawals that have been made so we will consider this complaint as unfound and mark it as Resolved.

Thank you for understanding.

On Monday the 29th of Jan 2024, I won a substantial amount and wanted to withdraw it. I have withdrawn from this casino before, 12 times to be exact, with the most being 29530.0000 TRX without any issues. I do understand, when it's over a certain amount of money KYC is needed to be completed. So I submitted my documents that morning and was advised that it takes 48 hours to be completed. When following up on my ID verification 48 hours after and was advised it will take 48 hours, and that there hadn't been any updates... When I submitted the same question I was advised I appreciate your patience. Your account is currently under review.

Hello Daniella Leoni-Harris Gaspi,

First of all, welcome to LCB! Glad to have you here. 

Thanks for sharing your casino credentials with us!

We will reach out to a casino representative to inquire about your case.

Keep you posted.

Thank you so much. The stress and anxiety is just getting way too much for me, I'm putting my faith in LCB. ❤️

Looking forward to your response. ☺️

Hello Daniella Leoni-Harris Gaspi,

We hope this gets resolved soon. 

Keep you posted.

Hi Mary,

I just contacted support to get an update on my ID verification and the support person Barbara said that I'm being investigated for Fraudulent activity. 

I am in complete shock. I am suffering from severe anxiety and depression. I am close to homelessness. Why would I commit fraud? I just want access to my money. I don't know what else to do. I'm close to being hospitalized because I am just not coping. 

Hi Mary,

I received the attached. Australia was never on their list. I never used a VPN to access their services and it was on my profile from day 1. 

My accounts now blocked, what do I do???? They should have to give me all of my deposits then wouldn't you think?

Please help. 

Hello Daniella Leoni-Harris Gaspi,

Unfortunately, we must mark this complaint as Resolved, as that is the casino's final resolution, and we can't go further than that to assist you and we try our best to help. Casinos can change their T&C at their own will.

Thank you for understanding.

Hi Mary,

Then why are they letting me deposit at their casino but won't give me the winnings. That's not fair. 

Hello Daniella Leoni-Harris Gaspi,

We understand your frustration; obviously,  they did not optimize the deposit section to be synchronized with restricted countries.

Regards,

Greetings, I have been making investments and withdrawals on coins.game casino site for months. When my investment of 35 dollars increased to 1000 dollars in roulette games with multipliers that give more x, I requested a withdrawal. My withdrawal was canceled after 12 hours and document confirmation was requested. When I uploaded my documents, I was told that I had to wait 48 hours. Within 48 hours, I brought my balance from $ 1000 to $ 32,800. After 48 hours, they blocked me, saying that I had other accounts. I withdrew money even 1 day ago. I withdrew it 2 days ago. 1 month ago Since my earnings were high, they told me that I had different accounts. My girlfriend, with whom I lived in the same house, had an account on this casino site. I bought a new phone in the first days of February. I gave my old phone to my girlfriend. Since my girlfriend logged in from that phone, they thought I was using double accounts. .After they blocked me, I logged into my girlfriend's account and took a screenshot of her check-in and check-out times. So, there is no cheating on my part. I request support to verify that all of my girlfriend's information registered on the site is correct.I never used a bonus, I never cheated, I only made money by playing auto roulette.My withdrawal request of deposits, cancellation of my withdrawal request, I have all the screenshots of my earnings as proof, I never used bad language in all e-mails, I did not swear, they blocked me because my earnings were high.

Hello Kralyagiz,

First of all, welcome to LCB! Glad to have you here. 

Unfortunately, we cannot assist because of the casino's terms, which you agreed to when joining the casino, they said:

3.1. You can sign up (register) and use only one Account on the Website.

3.2. Only one Account for each household, IP address and computer or device is allowed. If two or more users share the same household, IP address and computer or device we must be informed by the respective Accounts’ holders in advance.

3.3. If you sign up or attempt to register more than one Account, for whatever reason, we may block or close any or all of your Accounts at our discretion. We may also void all the bets that have been placed in the duplicate Accounts, block bonuses and gifts and void withdrawal requests. In addition, any returns, winnings, or bonuses have been gained or accrued during the duplicate account lifecycle will be forfeited from you.

Thank you for understanding.

We will close this complaint and consider it Resolved because you did not notify them in advance of your situation.

Here I bought a new phone and gave my old phone to my girlfriend, I was playing games but I couldn't log in, it's unfair here.

Hello Kralyagiz,

We understand, but you should have informed the casino about this in advance.

Thank you for understanding.

Then why wasn't there a problem 1 day ago, 2 days ago, 3 days ago? You are right, we need to notify you when the earnings reach $32,800. I think you are taking sides against injustice here. You are not listening, there is a victimization here. If they had informed me that there was a problem a day ago, I would not have deposited money here again, right?

Hello, I have been investing and withdrawing from the coin.game casino site for months. When my investment of $35 in roulette games with multipliers giving more x increased to $1000, I requested a withdrawal. After 12 hours, my withdrawal was canceled and document confirmation was requested. When I uploaded my documents, I was told that I would have to wait 48 hours. I increased my balance from $1000 to $32,800 in 48 hours. They blocked me after 48 hours, saying I had other accounts. I just withdrew money 1 day ago. I made a withdrawal 2 days ago. I made a withdrawal again 1 month ago. They told me that I had different accounts because my earnings were high. My girlfriend, with whom I lived in the same house, had an account on this casino site. I bought a new phone in the first days of February. I gave my old phone to my girlfriend. They thought I was using double accounts because my girlfriend was logging in from that phone. .After she blocked me, I told my girlfriend to log into her account and tell me the entry and exit times, so I have a proof document. So, there is no cheating on my part. I request support to verify that all of my girlfriend's information registered on the site is correct. I have never used a bonus, I have not cheated, I only earned money by playing automatic roulette. My deposit request, cancellation of my withdrawal request, all screenshots of my earnings are available as evidence, in all e-mails. I never used bad language or swore, they blocked me because my earnings were high. I still think their security team made a mistake with my good intentions and request support.

Hello Kralyagiz,

We appreciate your post. We'll get in touch with the casino to see if they can reconsider their stance on your case. 

Can you please send us your casino username/id via private message so we can reach out to the casino representative and inquire about your case?

Thanks!

Keep you posted. I've reopened this complaint. 

Hello Kralyagiz,

Can you please send us your casino username/id via private message?

Hello Kralyagiz,

We will close this complaint due to the inactivity of the submitter.

Can you send me an e-mail address?
email: tmrygz52@gmail.com

username:kralyagiz

They don't even know what they're accusing me of

They don't even know what they're accusing me of

Hello, if this is not a solution for me, I have conveyed the situation to the lawyers dealing with this issue in Curacao and I will take legal action. They accuse me of having two accounts, I have 1 account.

Hello Kralyagiz,

We will reopen the case and contact the casino regarding your case.

Thanks for sharing your casino credentials with us.

Keep you posted.

Hello Kralyagiz,

We have reached out to the casino again.

Keep you posted.

Hello Kralyagiz,

We received a final response from the casino.

They've shown us your various accounts.

We will mark this complaint Resolved because we have done our part, and this is the casino's final decision.

Please keep in mind that we cannot advise you on a on a legal matter, and it is up to you to decide whether you believe they made a mistake and take the next steps.

Thanks for understanding.

Greetings, I have sent them a notification through a lawyer, I am waiting for their response. If they pay me $32,800, I will give up the case. They sent me a video saying that I have 7 accounts. How can I have 7 phone numbers in my life? I am facing a ridiculous accusation. It is really sad. Can you please tell them to reconsider the situation? Suppose I have 100 accounts, I did not deposit money into any of them, I did not withdraw money from any of them, I logged in from a single account, deposited money from a single account, and played from a single account. Legally, we are all human beings, I can legally change my phone number, I can change my house, I can lose my old e-mail password, this means I have legal rights.

I request you to convey this situation to them and provide support for the situation. As I said, I deposited money from one account and withdrew money from another account and never played games in different accounts.

Hello Kralyagiz,

We will send them your updates, but as previously stated, if this is their final answer, we cannot push further.

Thank you for understanding.

First of all, they did not remind users that they need to verify their identity when registering. After registering, when you reach your profile, you won’t find an option to verify. However, personal profile information cannot be changed. I was not informed by the system or email that I need to undergo identity verification, or that I need to be verified before I can withdraw my money. My friend registered and played on the platform earlier than me, and he was never asked or told that he needed to do this.

I think personal information should be able to be modified at any time, even if the registration is successful.

The time occurred at 3:03 a.m. on Sunday, March 24 (UTC+04;00), and a profit of 2,500 USDT was won. Just 8 hours after I applied for withdrawal, my withdrawal was rejected. The reason is that identity verification is required.

I knew the name and date of birth I initially registered were incorrect, so I asked customer service if they could make changes, and I received a positive response. He said I just needed to send an email to their support team and they would assist me in making the changes. And I did.

But shortly after I sent the email, I was logged out of my account and unable to log in again. I checked my email and they told me I had violated the rules and copied and pasted them into the email. I was quite unconvinced at that time, because I was told that it could be modified, and I hadn’t done identity verification yet, so why should I be considered to have violated the regulations?

I responded to the email and told him my situation. They still sent me the same email content and had no intention of helping me modify my personal information or let me verify it.

It has been 4 days since the incident happened, and the response I received was that the decision was made by the security department. Unfortunately, this decision will not be reviewed or changed.

The following are some of the things I think are illegal in Coins Game：

Fact 1: If they mentioned during registration that the name and other information cannot be changed or should match government documents, I would register with my passport name.

Fact 2: They forced me to verify when to withdraw money and I won some money. I don't have any issues with validation. I will provide my documents for verification.

Fact 3: If they don’t mention this on the form when registering, they are being irresponsible. If they mentioned this I would definitely use my passport details.

Fact 4: The name and date of birth which they did not mention when I registered cannot be changed once submitted. I would be wary if they mention this in their letter or if the system pops up to warn me. They must allow me to change my name and other information in my profile.

Fact 5: If there was a verification section on the site when I opened my account, I would definitely verify first and then start playing. But there is no verification option in the profile in the system. They want people to verify only when they need it. This means that they only ask for verification if they want to prevent people from withdrawing their winnings, which is a completely fraudulent activity.

Fact 6: They use the registration process and verification process to mislead people and get people to register and deposit funds. Once people make a deposit, they apply all these rules to prevent them from withdrawing their winnings. All of this goes against any gambling business ethics.

Hello Han You Chen,

First of all, welcome to LCB! Glad to have you here. 

Unfortunately, your complaint is unfounded because you agreed to the casino's terms and conditions when you registered for an account, so we cannot assist you further because we would receive the same response.

Thanks for your understanding, and always read the terms before engaging with any website.

2.2.2.To register the Account, you must provide complete and up-to-date information including a mobile number, e-mail address, username, password and other mandatory information requested on the registration form.

2.2.3. By registering an Account on the Website, you agree to provide your legal name. We may take steps to verify the accuracy of the information you provide. You may not change this information, but there are instances in which you may individually request a data change by contacting the Website support team, such as a few character errors.

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