Coins.Game Casino - Igrački račun je zatvoren bez objašnjenja.

I created my account a short while ago, made a first deposit of 100 reais, played for a while and withdrew. The withdrawal went through normally, so I trusted the platform. After that, I made a deposit of 600 reais. I played a lot and withdrew 900 reais, then they asked for document verification. When they approved it, I withdrew again, and this time they asked for address verification. I was waiting for their verification for weeks and the support always gave me the same answer. While I was waiting, I bought a 900-real bonus from "Le bandit" at hacksaw and won 3,800 reias. Today I woke up and they blocked my account. They can't even say why they blocked it, they just claim something about multiple accounts and that I didn't comply with the terms and conditions. If anyone can help me.

Criei minha conta faz pouco tempo, fiz um primeiro depósito de 100 reais joguei um pouco e saquei. Caiu normalmente o saque, então confiei na plataforma. Após isso, fiz um depósito de 600 reais. Joguei bastante e saquei 900 reais, então pediram verificação de documento. Quando aprovaram saquei novamente, e pediram verificação de endereço dessa vez. Estava semanas aguardando a verificação deles e sempre era a mesma resposta que o suporte dava. Nesse tempo que estava aguardando comprei um bônus de 900 reais no "Le bandit" da hacksaw e ganhei 3.800 reias. Hoje acordei, e bloquearam minha conta. Não sabem nem dizer porque bloquearam, só alegam algo sobre múltiplas contas e que descumpri os termos e condições. Se alguém puder me ajudar.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Is there any chance that someone from your household or using the same IP address also created an account at this casino?
• Have you used any VPN or IP-masking software to alter your actual location while accessing the casino website?
• Is there any possibility that you already had an account at Coins.Game Casino in the past, and you have now created a new one?
• Please forward me the email you received from the casino after your account was blocked at veronika.f@casino.guru.

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

Best regards

Veronika

Dear arthurddourado,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Good morning, I don't have any other account and I'm sure no one with my ip does either. I haven't used any kind of VPN and I've never had a casino account either. They didn't send me an email notifying me of the block, I found out by trying to log into the account. They made no effort to explain things to me properly.

Bom dia, eu não tenho nenhuma outra conta e tenho certeza que nenhuma pessoa com meu ip também tem. Não utilizei nenhum tipo de VPN e também nunca tive conta no cassino. Eles não me enviaram nenhum e-mail notificando o bloqueio, eu descobri tentando entrar na conta. Não fizeram questão nenhuma de me explicar as coisas direito.

Please send me a screenshot of the error you see when you try logging into your casino account.

Also, kindly forward me all the communication between you and the casino customer support regarding the closure of your account at veronika.f@casino.guru. I appreciate your time and cooperation.

Dear arthurddourado,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru