Coolbet Casino - Player’s withdrawal is delayed due to verification issues.

Hello! I won a big amount of money right after signing up with coolbet in december (almost 10k ). In the verification process they have paused my account for a "routine check" until all my documents are verified. They accepted all my documents except the one regarding my onlinebanking. First they rejected a screenshot showing the url and deposit that was in compliance with their terms multiple times and eventually told me they require a bank statement.

I uploaded said bank statement many times now over the past six weeks and they keep rejecting it again and again giving various reasons even though it is in compliance with everything they asked for. I told them a few weeks ago I would open a case with casino guru if they keep withholding my funds and now the document has been under review for over two weeks even though their website says it takes around 12 hours and keep telling me to just be patient every time I checked in per email.

At this point i cannot help but feel like they are trying to withhold my money from me.

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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.

• Could you please forward me the bank statements you sent to the casino for verification, along with the rejection emails you have received so far? My email address is veronika.f@casino.guru.
• What types of games did you play to accumulate your winnings?
• Which payment methods have you used to deposit money into this casino?

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!

Before i send you the attachments, it says in your first message I should confirm your email address by clicking on the avatar but in your profile description there is no email address so I cant really confirm it. How do I proceed?

Hello justgamble,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for pointing this out, and I appreciate your caution.

The layout of our profiles has recently changed, and the automatic notice has not yet been updated accordingly. You should be able to see my official email address displayed under each of my responses, labeled as "Operator email."

The warning in the initial message is primarily intended for situations where someone contacts players outside of the official complaint thread, pretending to represent Casino Guru and requesting payments or sensitive information. Unfortunately, we have encountered cases in the past where scammers attempted to misuse our name.

Please rest assured that communication within this official complaint thread and via @casino.guru email addresses is safe.

If you have any further concerns, feel free to let me know.

Hello!

I just want to make sure you got my email with the information you asked for?

Best regards!

Julia

Dear justgamble

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Romi (romana.r@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Coolbet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Coolbet Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Hello Romi 🙂

Thank you very much for helping us out!

In the hopes of getting this resolved as easily as possible I have submitted the bank statement again after reading a bit about possible reasons some software might flag a pdf as edited making sure the document history does not suggest any possible editing.

This was over a week ago again and no change in the review status since then. I understand things take longer sometimes but sadly this kind of waiting time has occured most of the times i tried uploading the statement, even though the coolbet website states an estimated review time of twelve hours.

Also there has been no communication or any kind of reaction to me informing them about the case with casinoguru from coolbets side.

Best regards,

Julia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Coolbet!

How about we make this work 🙂

i will happily provide you with any kind of identification! There must be a way to figure this out or not? Like all is good, I would just like to put an end to this and save both of us more time..

Please just tell me what we could do, my document is being reviewed for weeks again and I dont know what is going on.

I did some research and the next step I would have to take is a complaint with the license holder but I think I am really not asking too much..

Best regards,

Julia

Dear user,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.

The casino can reopen this complaint anytime.

Best regards,

Romi