What Happened
A player says Coins.Game blocked their account right after they asked on 10 May 2026 to withdraw $1,000 of about $3,800 in winnings. They say they did every check asked of them, including video verification and proof of address. Each time, support promised an answer within 48 hours and then pushed it back by up to 15 working days.
How It Developed
- 2026-05-10The player asked to withdraw $1,000. The account was blocked, and ID checks, including video verification, began.
- Complaint opened after the deadlines kept moving. The mediator asked the casino for an update and warned of an unresolved closing.
- The complaint was later reopened at the casino's request.
- Coins.Game said its security, KYC and anti-money-laundering review found a breach tied to the verification documents. It said it blocked the account, cancelled the withdrawal and kept the funds under its terms.
- The mediator found the casino acted within its terms and closed the case, pointing the player to a regulator or ADR service.
Rejected
The mediator found Coins.Game acted within its terms after it cited a problem with the documents. The casino cancelled the withdrawal and says the funds are forfeited.
What Has (and Hasn't) Helped
Nothing worked for the player: the mediator accepted the casino's findings about the documents. If a casino says your documents broke its rules, ask it to name the document and the problem, so you can answer or send a replacement.