Coins.game レビュー 237

Coins.game からの回答

38分前

Hello.

We would like to clarify that the account was not blocked. The restriction applied only to bonuses.

After reviewing the account activity, signs of improper use of bonus offers were identified, which is why the bonus functionality was restricted. At the same time, you can still use your account, play, and use your main balance without restrictions from the bonus system.

Best regards,
Coins.Game Team

Coins.game からの回答

32分前

Hello.

We are sorry that you had such an impression of the verification process. We understand that the situation with additional checks and repeated document uploads may have been inconvenient.

We would like to clarify that advanced verification may include both automated and manual review of the submitted information. In some cases, the system may display an intermediate status while the final review by the relevant department is still ongoing. For this reason, withdrawals may remain temporarily unavailable until the verification process is fully completed.

At the same time, the gaming balance remains available to the user, and the decision to continue playing is made independently. We do not restrict the user’s ability to manage their balance unless there are separate grounds to limit gaming activity.

We have also taken your comments regarding the interface and verification status display into account. Situations like this help us improve the process and make it clearer and more stable for users.

Best regards,
Coins.Game Team

Coins.game からの回答

3日前

Hello,

We cannot agree with your description of the situation. Coins.Game does not “take” users’ funds or make decisions without grounds. Any restrictions, reviews, or balance-related actions are carried out only after an internal assessment based on account data, transaction history, platform rules, and security requirements.

We understand that such a situation may be frustrating; however, a public review does not allow us to disclose account-specific details or the results of a review. If you believe the decision was made in error, please contact our support team with your account details and ticket number.

Without specific account details, we cannot comment on an individual case publicly, but we strongly reject accusations of fraud or unlawful withholding of funds.

Sincerely,
Coins.Game Team

Coins.game からの回答

3日前

Hello,

We cannot agree with such accusations. Coins.Game operates as an online platform with established rules, security procedures, and checks designed to protect users and maintain the integrity of the service.

If you have a specific issue related to your account, transaction, or gaming activity, please contact our support team and provide the relevant details. Such cases are reviewed individually based on account data, transaction history, and internal system records.

Without specific facts, such claims are unfounded.

Sincerely,
Coins.Game Team

Coins.game からの回答

2026年4月10日

Hello.

Thank you for your review and kind words. We are very pleased that you highlighted the professionalism and friendliness of our team member. We will definitely pass your feedback on to the team.

Best regards,
Coins.Game Team

Coins.game からの回答

2026年4月10日

Hello.

We have already provided our comment regarding this situation and cannot agree with your accusations. All gaming sessions, balance transactions, and account activities are recorded by the platform’s internal systems and are taken into account when reviewing such cases.

Requests of this nature are not handled through public reviews. If you require additional information regarding your account, we recommend submitting an official request to the support team, where your inquiry can be reviewed in the established manner.

Best regards,
Coins.Game Team

Coins.game からの回答

2026年4月7日

Hello.

We are sorry that you have such a negative opinion. We strongly disagree with these accusations.

All financial transactions and reviews on the platform are carried out in accordance with the established rules and internal procedures. If a user has a disputed situation, it is reviewed based on system data and transaction history.

If you have a specific question regarding your account, we recommend contacting our support team for a detailed review.

Best regards,
Coins.Game Team

Coins.game からの回答

2026年4月6日

Hello.

We are sorry that you have formed such an opinion about the situation. However, we cannot agree with the way it has been presented.

In cases where a review identifies circumstances indicating a possible violation of the platform’s rules, the account is subject to additional examination in accordance with internal security procedures. Such checks are carried out regardless of whether bonuses were used, and may include issues related to the use of multiple accounts, matching technical data, and other activity requiring review.

All requests are reviewed in the established manner, and any decision is made based on system data and the results of the review, not on separate statements or assumptions.

Best regards,
Coins.Game Team

Coins.game からの回答

2026年3月27日

Hello.

We are sincerely sorry that you were left with this impression and that the situation caused you so many negative emotions. We take all reports related to deposits and transfers very seriously.

If the payment was indeed sent successfully but was not credited, such a case requires a detailed review of all technical data: the time of the transaction, the amount, the payment method, the status on the payment provider’s side, and the internal processing status on our side. Screenshots and confirmations may assist in the review, but the final decision is always made based on the reconciliation of the transaction data.

Coins.game からの回答

2026年3月11日

Hello.
We've already provided a comprehensive explanation regarding your case in your complaints.
Unfortunately, we have nothing more to add.

Coins.game からの回答

2026年2月27日

Hello!

Thank you for sharing your experience — we are truly sorry that the withdrawal process caused you frustration.

**Why we requested verification now, even though withdrawals worked before.**
Identity verification may be required not only at registration, but also in certain situations: when profile details are changed, when withdrawing to a new method/bank, when certain thresholds are exceeded, or when our security systems and/or KYC/AML requirements are triggered. This is why verification can sometimes be requested at the withdrawal stage, even if previous withdrawals were processed without additional checks.

**Regarding the middle name/second name and sending ID by email.**
We understand it’s inconvenient when you can’t add a middle name manually. We will pass this on to our product team as an improvement.
As for the personal ID number: if support asked for the document without partially masking it, this is typically because the document must be fully readable and suitable for authenticity verification. At the same time, your data is not used “however” — it is processed strictly for verification purposes and in accordance with personal data storage and protection requirements.

**About support.**
Thank you for the kind words about our support team. We’re sorry that in your case we couldn’t bring the situation to a quick resolution — this is not the experience we aim to provide.

Coins.game からの回答

2026年2月26日

Hello,

We are truly sorry that you have come away with this impression, and thank you for describing the situation — we take Responsible Gambling requests extremely seriously.

Self-exclusion / permanent closure. If your account was indeed placed under a confirmed permanent self-exclusion, access to play should not be reinstated “upon request.” Reinstatement is only possible in cases where there was no confirmed permanent self-exclusion previously (for example, there was a temporary block/pause, or a closure request that was not completed through the required confirmation procedure).

Why the account may have been closed again. A repeated restriction can occur due to legal and compliance requirements (Responsible Gambling, KYC/AML, security, and verification of the account owner). This is not connected to whether a player “started winning,” but rather to the fact that, during a review, the system must restrict access until mandatory checks are completed.

Withdrawals and remaining balance. We do not withhold legitimate winnings. However, withdrawals may be temporarily unavailable if identity/payment method verification is required or if there are restrictions mandated by the rules and applicable law. In such cases, funds are processed according to the procedure once the required checks have been completed.

Coins.game からの回答

2026年2月13日

Hello.

Error 1000 usually means that the website/app is temporarily unavailable for some users due to technical maintenance, high load, or network restrictions (including those on the provider/region side).

Coins.game からの回答

2026年2月6日

Hello,

We are truly sorry that you were left with a negative impression, however we are required to act strictly within the framework of our security rules and verification procedures.

Based on the results of the review, the following was established:

Mismatch between profile information and the submitted documents.
During KYC/verification, the details provided in the account (personal information) must match the details in the official documents. In your case, the review identified discrepancies, which is why the verification could not be successfully completed.

Signs of multi-accounting / linked accounts.
In addition, our risk-control systems detected indications of using multiple accounts and/or links between accounts, which is a direct violation of the platform’s rules. Such restrictions apply regardless of the account balance amount and regardless of whether any bonuses were used.

We understand that you contacted support requesting to change your profile details. However, changing personal data “upon request” cannot be carried out if discrepancies/risks have already been identified or if there are signs of multi-accounting—this is a standard requirement under KYC/AML and anti-fraud policies. In such cases, the account is subject to closure, and funds/winnings may be voided in accordance with Clause 6.1.1 of the Terms of Use.

Coins.game からの回答

2026年2月9日

Hello.

We’re sorry that you’ve had such a negative experience. However, please note that insults and hate speech based on nationality are unacceptable — let’s keep the conversation respectful so we can genuinely help.

Coins.Game does not run “fake” lotteries and does not “let only itself win.” Game and draw outcomes are generated according to established rules, and in the case of provider games, they are determined on the providers’ side, using certified randomization mechanisms and standard fairness checks.

Coins.game からの回答

2026年2月9日

Hello.

I understand your frustration about your withdrawal being stopped again. However, it’s important to clarify: we are not “scamming” — during withdrawals, mandatory security checks may sometimes be triggered (KYC/AML, risk controls, identity and payment verification, linked-account checks, etc.). These checks can affect even long-used accounts.

Coins.game からの回答

2026年1月27日

Hello!
We’re very sorry to hear about your situation and that you’re left dissatisfied. We take all payout complaints very seriously and are always ready to investigate the details.
To help us assist you, please send a detailed description of the issue, screenshots of the mega jackpot win, your game history, and the full chat transcript with our support team to public@coins.game.

Coins.game からの回答

2026年1月22日

Hello! Thank you for your review.

We can see that you have already activated permanent self-exclusion — your account has been blocked on a permanent basis, with no possibility of reopening, as you requested.

Regarding game fairness: results are generated by certified providers using an RNG, and the platform cannot “manipulate” the outcomes of rounds. Nevertheless, we’re sorry that your gaming experience was negative.

Coins.Game Support Team.

Coins.game からの回答

2026年1月13日

Hello, Utty!

Thank you for your review and for describing your experience in such detail. We’re glad the bonuses and the VIP program have truly brought you noticeable benefits, and that any issues were resolved quickly and correctly.

You’ve absolutely pointed out an important detail: no-deposit bonuses almost always come with wagering/rollover requirements — this is a standard condition that helps keep the rules fair and protects against abuse. We do our best to make wagering requirements transparent and clearly visible in the terms in advance.

A special thank you as well for your feedback on withdrawals — we’re constantly working to ensure payouts are as smooth and reliable as possible, without unnecessary complications.