RESOLVED: coins.game did not pay me and banned me

I am writing to file a complaint against this online casino Coins.game.

They refuse to pay me my legit winnings and banned me. 

Please help me get my money from this casino. 

Me account there is "redro********@gmail.comm"

Hello NiCOL3,

Thanks for reaching out to us. Could you tell us if this is your first withdrawal with this Casino? 
Please be advised that Most casinos require the player to be verified before requesting a payout.

Requirements:

"You have to provide your KYC documents, credit card pictures (both sides, front and back. The card number should be with the first 6 and last 4 digits of the card clearly readable, while the remaining digits of the card number and CVV / CVC code should not be visible) and bank statement, copy of a personal identification document, proof of address, proof of ownership of any other used payment method when claiming the withdrawal for the first time. Additional requirements depending on payment channels will apply."

When did you request a withdrawal?

"AlI withdrawal requests are processed within two (2) banking days, but there are cases where these timing can be longer, depending on payment channels, additional account checks and public holidays."

If you did all the required steps, we will reach out to Casino Representative to inquire about this issue.

Thank you for your cooperation.

Hello Berks,

Could you tell us if this is your first withdrawal with this Casino? 

--- Nope it is  not. I have made several cash outs prior to this.

When did you request a withdrawal?

---  I made the withdrawal February 11, 2023.

Thanks. Kindly check email address I have typed I  may have  misspelled .com as .comm .. 

Hello NiCOL3,

Thanks for provided us with all the necessary details. We will notify Casino Rep about your case and once get a response we will get back to you instantly.

Keep an eye on this thread.

Thank you.

Hello NiCOL3,

Casino Rep got back to us and said that your account has not been verified.

Could you please do all the steps that we suggested you before  withdraw your funds?

When you do all the requirements you should be paid quickly. Please let us know when you submit all the valid documents.

Thank you.

That's the thing. It's so weird and unprofessional how that Alex from their support chat handled my situation. The thing is I am willing to complete KYC I have no issues doing it. I am not from a restricted country or anything like that at all. The first attempt of doiing the KYC failed but there is no option to redo it. What's worse when it failed I was not given an option by the support chat named Alex. Instead he logged me off and told me something ridiculous. He just simply told me in a sarcastic manner, YOU'RE BANNED FOREVER. and that's it. 

Could you please do all the steps that we suggested you before  withdraw your funds?

--- Trust me I have done all the possible way I can think of. It just won't work with me not being able to log in to my account. They won't let me log in. They won't reply in twitter no matter how hard I try to bash them. They blocked me on instagram the first attempt of me contacting them. Tell me what steps are possible for me to do? LOL

Where do I upload the documents they needed? They don't reply to me via email. They do no contacts with me. Their shameless out of 178 XRP. Seriously we are talking about 178 XRP here guys. Lmao

I wish many gamblers will read this thread so by then they will stay away from this casino. I actually have no plans in playing there anymore. I'm just full of rage because of how things were handled. I am seeking for justice to be served. 

Hello NiCOL3,

We will reach out again to Casino Rep to inquire about this case. Once we hear back we will let you know instantly.

Keep an eye on this thread.

Hello NiCOL3,

We are still waiting for the newest update regarding this matter. Once we get a response we will get back to you.

We will keep you informed.

Hello NiCOL3,

Casino Rep got back to us and just clarified that you have failed to send your valid documents, so they said that you will not be able to be verified on their site at all. Obviously they don't want to provide us with more detailed clarification, and also said that their decision is final.

Unfortunately we can not do anything else regarding this case, our hands are tied. 

We will close this complaint and mark it as Resolved.

Disgusting