Coolbet Casino - Player's account has been closed unexpectedly.

Request for Assistance with Coolbet Account Closure

Dear Casino Guru,

I am reaching out for assistance with a matter regarding my Coolbet account, which was recently closed under what I believe to be unfair and incorrect circumstances. Below is a detailed account of the situation:

What Happened:

• On March 28th, 2025, I placed several bets that turned out to be successful. I ended up with a total balance of approximately 20,000 NOK, which I intended to withdraw, as Coolbet's withdrawal process usually takes 10-20 minutes.

• The following morning, March 29th, 2025, I woke up to find that all of my bets had been canceled. When I logged into my Coolbet account, I was shocked to see that my account showed a negative balance of -1,083 NOK, which made no sense given the winnings from the night before.'

• I recieved a mail from CoolBet where I was asked to verify two of my bank cards, which I did promptly, submitting all the necessary documents and account statements. I’ve had my account and cards verified before without issue, so I didn’t think much of it at the time, assuming this was part of standard verification.

Later in the evening, I received an email from Coolbet stating that my account had been closed following a routine security check. The email mentioned that the balance was paid out, and referred to the following terms:

"We are writing to inform you that during a routine security check, we have decided to indefinitely close your Coolbet account and have proceeded to pay out your account balance. We refer to the following term and condition: 2.5.4 The Operator reserves the right to close Your Member Account and to refund to You the available to bet balance, subject to the deduction of relevant withdrawal charges, at the Operator’s absolute discretion. Furthermore, the Operator reserves the right to close Your Member Account and confiscate any existing funds in case of a breach of the T&Cs and/or the evidence of the abuse/fraud is found."

My Concern:

I am deeply confused and concerned by this outcome, as I have always adhered to the rules and played fairly. I have not engaged in any fraudulent or abusive behavior, nor have I done anything out of the ordinary. I have placed bets responsibly and have simply been fortunate in winning. It appears that this issue may be related to a technical error on Coolbet's side, which they indirectly confirms that this is due to a technical issue, in the mail they sent me: "Hi , We are contacting you about your latest payout. Due to technical reasons we were unable to process the last payout to your card. We have now cancelled the payout request and kindly ask you to request a new payout to your bank account instead." 

I cannot see how it would be possible for me to place bets after events have already concluded. The cancellation of the bets and the negative balance don’t make sense in the context of my usual betting behavior.

Request for Assistance:

Given the circumstances, I respectfully request your assistance in helping me resolve this issue and get my account reinstated. It is clear to me that the closure of my account is based on an error, and I believe the correct course of action would be to either cancel the affected bets or refund the relevant amounts, not to close my account permanently.

I would be grateful for any help you can provide in liaising with Coolbet, reviewing the situation fairly, and ensuring that the matter is resolved. If any further documents or information are needed from my side to support my case, I am more than happy to provide them.

Thank you in advance for your assistance, and I look forward to hearing back from you soon.

Best regards,

Coolbet User (now ex-coolbet user)

Hello jerlo,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Coolbet Casino. Please allow me to ask you a few more question before we would move forward.

• Was your account verified after all?
• Did you accumulate your winnings with real money or did you use a bonus?
• Did you play casino games or sports betting?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear jerlo,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.