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