Coins.Game Casino - Igrački nalog je trajno zatvoren.

hello i open an account with coins.game i make a deposit 10usdc and i win 200 and i will ask withdrawal and money come instant in my bank...after that i make a new deposit of 100usdc and i win 1050 ..they ask me to verify my account as i do..my account is full verify so i try to ask withdrawal my winnings..i see that i can not for 3 days and today my account block and i can not login!!!i do not have play with bonus and in live chat they tell me this

"Your account has been permanently blocked following a security review in accordance with the site rules.

This means that:

access to the account cannot be restored;

all winnings and remaining funds were forfeited in accordance with the rules you cited above;

Withdrawal of funds is not possible in this case.

Such decisions are made exclusively by the security department after a comprehensive review of activity. Unfortunately, customer support is unable to change or review this decision and does not receive detailed technical information about the review.

I understand that this is an unpleasant situation, but the decision is final.

I understand that you’re upset.

However, please note that the decision to block the account was made in accordance with the Terms and Conditions you accepted when registering on the website. The review was carried out by our security department, and the outcome is final.

You are, of course, free to pursue any legal options you consider appropriate. From our side, we can confirm that the account remains permanently blocked and all related balances and winnings have been voided in line with the rules.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear griselda12,

Thank you very much for submitting your complaint. I’m sorry to hear about the situation with your Coins.Game account and the fact that your winnings were forfeited after the security review.

To better understand what happened, could you please clarify a few points for us?

• Before your account was blocked, did the casino specify any reason for the security review? For example, did they mention VPN usage, multiple accounts, identity issues, unusual betting patterns, or anything similar?
• Was your account fully verified (KYC approved) before the winnings were voided? If yes, when did you receive the confirmation?
• Have you ever had an account with this casino before, or was this your first and only account with them?
• Do you have any screenshots or emails confirming your deposits, winnings, and verification status?

If you have any communication with the casino besides what you already shared, please upload it here or forward the information to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

My account is full verify..no i have not screanshot because i can not login in my account and thay do not send e mail when verify ..just tell me in chat that my account is verify..it is one and first account to use...no thay never told me about mention VPN usage, multiple accounts, identity issues, unusual betting patterns, or anything similar

Hi griselda12,

Thank you very much for your reply. I’m sorry to hear that you cannot access your account anymore and that no explanation was provided regarding the specific reason for the security review.

To understand your situation as accurately as possible, I would like to clarify one more point:

• What type of games were you playing when you won your funds? For example, were these: (Slot games, Live casino games (e.g., Roulette, Blackjack, Baccarat), Crash / multiplier games (e.g., Aviator, Limbo, Mines, Crash), Sports betting or something else?)

Thank you in advance for your reply.

I play casino slots..in past I place a little sports bets ..Now this platform do not have sports betting it is just casino..My account close when I play slots

Dear griselda12,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

Wishing you a Happy New Year and all the best ahead! 🎉✨

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Coins.Game Casino representative to join this conversation.

Dear Coins.Game Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Hello.

We have sent you messages to your email with an explanation of the situation regarding the player.

Best regards,  

Coins.Game Feedback Team

Dear Coins.Game Casino,

I have sent you an email regarding this case. Please respond at your earliest convenience.

Hello,

We have sent you additional information by email.

Dear player,

I have sent you an email with a few questions regarding your case.

Please kindly check it and let me know once you have had a chance to review it.

Thank you.

Hello..I receive your e mail..I pay slots Miss...I play just 2 3 sports and if I remember i lost a lot of them...Also casino.games do not have sports betting when i win..of course I can not remember when exactly play this bets but 90% of my play is on slots

Dear griselda12,

Thank you for your response and for clarifying your gameplay activity.

Based on the information provided to us by the casino during our investigation, the actions taken on your account were related to sports betting activity rather than casino slot play. As a result, this case falls outside the scope of Casino.Guru’s casino complaint resolution process.

For this reason, we are unfortunately unable to continue investigating this complaint further on our side. We recommend that you contact one of the specialized sports betting complaint platforms listed below, which are better equipped to handle disputes of this nature:

• https://www.safebettingsites.com/complaints/
• https://www.bookmakersreview.com/sportsbook-complaint/
• https://www.bookmakers.bet/submit-a-complaint/
• https://www.askgamblers.com/submit-complaint

Thank you for your understanding.

Best regards,

Barbora