Coins Game Casino: blocked with a 2,500 USD balance due to an error in birth year
Complaint from Luckuflow228 to Coins Game Casino dated 3/21/24
I registered at this casino a long time ago, played and placed bets without any violations or bonus-hunting, they used to pay out large sums quickly and without problems, and so on. I made two deposits of 5000 and 10000 and lost. Then I deposited 45000 and won 150k, wanted to withdraw 50k, they said I had to go through verification, I uploaded documents, I turned my head (tried everything) and in the end they wrote that the birth date was incorrect (my birth date is 30.09.2002, in the profile it was listed as 30.09.1998 (apparently the year was somehow accidentally entered during registration)). Then I wrote about changing the year of birth, they told me to wait up to 48 hours, and this morning they write that my account is blocked for providing incorrect information.
also in their rules it says ( 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 cannot change this information, but there are cases when you can individually request a change of information by contacting Website support, for example, an error in a few characters), so I had exactly that kind of error and as a result a block and complete ignore from support, they don’t even return the deposits!!!! Please help resolve this issue!
Discussion process (24)
Complaint statistics against Coins Game Casino
Claims against Coins Game Casino
Publication details
| Parameters | Posted on our site |
|---|---|
| Date added | March 21, 2024 at 7:14 AM |
| Last revision | April 30, 2024 at 2:01 PM |
| Views | 984 |
Complaint Author
| Parameters | Coins Game Casino complaint prepared and published |
|---|---|
| Published by |
4LUCK
Publisher
|
| Complaint Author |
Luckuflow228
[email protected]
|
| Fact-checked |
VyacheslavLenin
Complaint Specialist |
|
|
All brands and trademarks mentioned on this page belong to their respective owners and are used for informational purposes only within the fair use terms.
The complaint has been sent to the casino
Published: March 22, 2024
Any progress???
Published: March 21, 2024
Here’s the funny reaction from support
Published: March 21, 2024
Support keeps ignoring us on purpose!!!! No concrete answers . And this casino has a license !!!
Published: March 21, 2024
Your question is already with the casino management, please wait
Published: March 21, 2024
They simply won’t return a 60k deposit, it’s just ridiculous
That’s how they answer any further questions – they just read and don’t answer )))
Did they answer anything?
Published: March 22, 2024
Your question is still being discussed with the project, when there is an outcome it will be published in this complaint
The complaint is already being closed, is there any answer?
Published: March 25, 2024
The complaint won’t be closed without me manually closing it and, in your case, a response from the casino.
It’s been a week, no answer….
Published: March 28, 2024
There is a response from the project, but since I, as the judge, disagree with it, the dispute with you continues.
At the moment it is as follows:
The user’s account is blocked due to verification not being completed in accordance with the rule sections:
2.2.2. To register an Account you must provide complete and up-to-date information, including mobile phone number, email address, username, password and other mandatory information requested in 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 provided. You cannot change this information, but there are cases when you can request an individual change of data by contacting the Website support service, for example, an error of a few characters.
A request to change data is considered individually; I also draw your attention to the fact that if incorrect information was specified in your account you should have submitted a request to change it before you were asked for verification:
2.4.5. All information you provide to coins.game is truthful, complete and correct, and you must immediately notify us of any changes to such information prior to receiving a request to verify the information about your account.
Published: March 28, 2024
That’s the thing – the request to change the year of birth was sent
And on top of that they just simply don’t return the deposit!!!
Published: March 29, 2024
And when did you send it? Before the payout attempt?
Published: March 29, 2024
As soon as they requested verification, I saw right away that the date was incorrect and immediately sent it to them!!!
Still no result?? I’d at least like my 60k deposit back…
Published: April 2, 2024
They’re still arguing about you
Published: April 28, 2024
Vyacheslav , help , so much time has already passed
Still no answer?
Vyacheslav, why is such an elementary question taking so long to resolve?
The issue is taking a very long time to be resolved
Will there be any kind of answer?
So, the casino refused to return even the player’s deposit, citing that he had previously withdrawn more than he deposited.
At the same time, a remark to the player: your data should have been verified by you before the verification request, not after this request.. Because your situation violates the casino’s rules.
But at the same time it’s worth singling out and condemning the casino, which doesn’t know the word “loyalty” or how to treat players properly, while I do not agree with the project on confiscating the player’s deposit in this particular case…
Therefore the complaint is closed as rejected for rule violation, but the project receives black points lowering its rating for refusing to return the deposit