Coins.Game Casino - Nalog igrača je blokiran nakon problema sa povlačenjem.

I deposit 35$ and play and win I have available balance 185$ .After I withdrawal they say to me my account need verify .So I verify with my document.They didn't approved my account verify .They say my account profile info is not same my document. so I request please change my account info .They say ,they not change my account data .So think ,How can I withdrawal my available money .After 2 day they block to my account .Scam casino.I want my money back .Please help to me.

Dear ZarNiPhyo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it is important that player fill in their profile with correct and up-to-date personal data that matches the documents they provide.

• Could you please clarify which personal information is different and why?
• Which documents have you provided to verify your account? 

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,

Kristina

Before I Start playing ,I fill random information. Because I think this site don't need kyc for withdrawal. After I play ,I won and I trying for withdrawal. Info is not same ,I accept ,But they should approved for change data as my document, Or not How can I withdrawal my money. I sent document is my driving license. Help to me.My account have 185$ in my account. I can't withdrawal and I can't access my account.

Dear ZarNiPhyo,

Thank you for your reply and for providing additional clarification about your situation.

I truly understand how frustrating this must be for you, especially after providing all the correct documentation and making genuine efforts to resolve the issue. However, based on the information you've shared, I regret to inform you that we are unable to assist with your complaint.

Providing a random name during registration, even if unintentional, is a serious violation of the casino’s terms and conditions. Please, see here:

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 error.

While we appreciate that your documents and personal details were correct, the initial incorrect name constitutes a breach of their policies, which has unfortunately led to the account closure and withdrawal issues.

I understand this is a difficult situation, but we must emphasize the importance of ensuring all information is correct when registering for any online casino in the future. This is crucial for protecting both your account and your ability to access your funds without complications.

Thank you for your understanding, and I wish you the best of luck with your future gaming experiences.

Best regards,

Kristina