Coolbet Casino - Player's account is closed due to verification delays.

Hello,

I am writing to express my serious concern regarding the ongoing verification process for my account at coolbet.com, which has now been pending for an unreasonable amount of time. 

My account was selected for a routine verification. I promptly provided the first two required documents: proof of identity and proof of address. After those were accepted, I was asked to submit an additional document from my bank account as proof of payment.

I have submitted this document multiple times, but it has repeatedly been rejected. On the second-to-last submission, after waiting almost one month, I finally received a response stating that the document had been identified as a modified bank statement. However, the only change I had made was hiding the balance in my bank account for privacy reasons. After receiving this feedback, I submitted the original, completely unedited document, with the balance fully visible, exactly as requested.

It has now been almost 40 days since I submitted the original document, and I have still not received any update or decision.

During this time, I have contacted coolbet support team on numerous occasions to ask about the status of my verification. Unfortunately, I keep receiving essentially the same response—that the matter is being handled by the relevant department and that the customer support team cannot provide any further information. While I understand that different departments handle different tasks, I find it extremely frustrating that such a straightforward verification has remained unresolved for so long.

According to the information available on coolbet website, document verification normally takes up to 48 hours. In my case, nearly 40 days have passed since my last submission without any response whatsoever. This delay is completely disproportionate and unacceptable.

My account remains locked, and I currently have approximately €4,300 in my account that I am unable to access.

I kindly but firmly request that my case be reviewed as a matter of urgency. If there is any issue with the document I submitted or if you require any additional information, please let me know immediately so that I can provide it without further delay.

I would greatly appreciate a clear update on the status of my verification and an estimated timeframe for its completion. I simply want this matter resolved as soon as possible so that I can regain access to my account.

Thank you for your attention. I look forward to your prompt response.

Kind regards,

Gabriel

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have all your identity documents been approved during KYC, apart from your bank statement?
• What types of games did you play to accumulate the winnings you've been trying to withdraw?
• Did you accumulate these winnings with or without a bonus?
• When was the last time the casino communicated with you regarding the verification of your account?
• How many deposits have you made into this casino so far, and when was the last time you deposited?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello,

Thank you for your message. Please find my answers below.

Have all your identity documents been approved during KYC, apart from your bank statement?

Yes. All of my identity documents were approved quickly during the KYC process. The only document that has remained under review is my bank statement.

What types of games did you play to accumulate the winnings you’ve been trying to withdraw?

I played mostly football sports betting, and on one occasion I also played a casino slot game, but i did not try to withdraw the money i win.

Did you accumulate these winnings with or without a bonus?

I accumulated these winnings without using any bonus.

When was the last time the casino communicated with you regarding the verification of your account?

The last time I communicated with the casino was recently, on 27 June 2026, when I contacted them to ask what was happening with the verification of my account, as I had already submitted the last time my bank statement on 24 May 2026. The first time when i send it was around 26 of april 2026

Every time I contacted Coolbet Casino, I received almost the same response. They kept telling me that they were not responsible for the verification process and that the relevant department was handling it.

The last response I received was that the verification department was reviewing my documents, but that sometimes the process could take a little longer. It has now been 10 days since I received that email, and I still have not received any further update or response.

How many deposits have you made into this casino so far, and when was the last time you deposited?

I have made a total of four deposits into the casino. My last deposit was on 21 April 2026.

Kind regards, 

Gabriel

Dear Lucian71,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation; however, this one has 5+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.

Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue; however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, we have no other choice since it seems to be a common practice for Coolbet Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in number. We strictly recommend staying away from Coolbet Casino. I wish I could be of more help.

The casino can reopen this complaint anytime.