What Happened
A player from Chile says Coins.Game emptied an $867 balance and suspended them for multi-accounting after they uploaded their ID for a withdrawal. By their account, a $30 welcome bonus was wagered through, a $20 test withdrawal went to a local crypto account in their own name, and support said the KYC was in progress with no problems. About two days later the balance read zero. The player believes a shared mobile-network IP address caused a false match and says the casino only quoted its terms without evidence.
How It Developed
- 2026-10-04Complaint opened with chat screenshots of the suspension notice and the earlier reassurance from support.
- 2026-10-06The mediator asked whether anyone in the household or on the same connection had an account, whether the device was shared, and whether the casino had actually named an IP match or that was the player's guess.
- 2026-10-06The player said no one else used their phone or had an account, and that the casino had given no reason beyond quoting its multi-account clauses; the IP theory is their own.
- 2026-10-13The mediator asked which games produced the winnings; the player's answer is awaiting moderation and the timer was extended while the mediator is on leave.
Ongoing
The player has answered the household and device questions; Coins.Game has not been invited yet.
What Has (and Hasn't) Helped
Too early to tell. Note the mediator's own question: was the IP link stated by the casino, or assumed? Ask the casino in writing what connected your account to another before building a defence around one theory.