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Subject: Complaint regarding the wrongful blocking of my account and confiscation of winnings. Hello,

I wish to file a complaint regarding the blocking of my account by CoinGame Casino and the confiscation of my winnings.

A long time ago, I played with an old account.

Recently, a new account was automatically created due to the Google connection, without my realizing it.

I have never used two accounts at the same time nor tried to circumvent the rules.

I provided all my information and documents whenever the casino asked me to.

Despite this, the casino waited until I made a large win to block my account, even though all my previous deposits and withdrawals had been accepted without issue. This behavior is clearly abusive and opportunistic: they let my deposits and bets go through, but are using the "two accounts" excuse solely to refuse to pay me my legitimate winnings.

I therefore request that the mediator examine the situation, obtain the complete file from the casino, and help me recover my winnings, because the blockage is not based on actual fraud on my part but on an accidental situation and unfair behavior by the casino.

Thank you for your impartiality and prompt assistance.

Sincerely,

Jimmy ****

(CoinGame Casino Player)

Objet : Plainte pour blocage abusif de mon compte et confiscation de gains Bonjour,

Je souhaite déposer une plainte concernant le blocage de mon compte par CoinGame Casino et la confiscation de mes gains.

Il y a longtemps, j’ai joué avec un ancien compte.

Récemment, un nouveau compte a été créé automatiquement à cause de la connexion Google, sans que je m’en rende compte.

Je n’ai jamais utilisé deux comptes en même temps ni cherché à contourner les règles.

J’ai fourni toutes mes informations et documents chaque fois que le casino me l’a demandé.

Malgré cela, le casino a attendu que je réalise un gros gain pour bloquer mon compte, alors que tous mes dépôts et retraits précédents avaient été acceptés sans problème. Ce comportement est clairement abusif et opportuniste : ils ont laissé mes dépôts et mises passer, mais utilisent le prétexte des "deux comptes" uniquement pour refuser de me payer mes gains légitimes.

Je demande donc que le médiateur examine la situation, obtienne le dossier complet du casino, et m’aide à récupérer mes gains, car le blocage ne repose pas sur une fraude réelle de ma part mais sur une situation accidentelle et sur un comportement injuste du casino.

Merci de votre impartialité et de votre aide rapide.

Cordialement,

Jymmy ****

(Joueur CoinGame Casino

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Coins.Game Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please tell me when you registered another account in the casino?
• When was the last time your original account was used?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Were welcome bonuses accepted by you more than once to your knowledge?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Dear Blacklight,

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.

I wish i coùd tell everyth8kg you ask but i have made more then 20 deposit 1 have withdraw twice in ltcchez new account is not that new its open for over a years they close my account so i chat tell you the exact but last week i have deposit 50$ so i dont know if you can ask them to Providence you information on the account but lets me tell you that Thérèse are taling my money for over a years in this account and now thta they need to pay they claiminh something that make no sensé if they dont wanna pay its find but then i would ask them to refond alll deposit i made into this account wich will be about the same amont they let me deposit over a tous and dollars into this account now that inspire win they dont want me to withdraw 1600$ but they let my deposit go thrue what a unhonnest way to do business with his costumer

They have been taking my money for long time and diable my account already to emove all evidence

Thanks for sharing your point of view.

Without any evidence of the incident, our investigation can't proceed. Kindly gather the communication exchanged between you and the casino and forward it to my email at tomas@casino.guru for review.

Looking forward to your reply

Dear Blacklight,

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,
Tomas
Casino.Guru