Coolbet Casino - Player's withdrawal is delayed with repeated document requests.

Dear Casino.Guru,

I would like to file a complaint against Coolbet regarding unreasonable delays and repeated document requests related to my withdrawal.

I opened my Coolbet account on January 6, 2026. I deposited and played mainly the slot Chaos Crew, where I had a significant win. I did not use any bonus at any point. Despite this, I was careful and checked their list of restricted games and made sure not to play any banned slots, even though no bonus terms applied to me.

On January 8, 2026, Coolbet approved and processed a withdrawal of €2,000 without any issues.

After this, I requested another withdrawal. However, this time Coolbet did not process it normally. Instead, they waited 11 days before declining the withdrawal and requesting verification documents.

I fully cooperated and provided everything they requested, including:

A photo of my driver’s license (which was approved)

Proof of bank account ownership

A bank statement showing my name and account details

After submitting these documents, Coolbet kept my account under "review" for approximately one month.

Now, after all this time, they have declined my bank statement and are requesting that I send the "original bank statement" again. This request is unclear and confusing, as I already provided an official bank statement issued directly by my bank.

I do not understand what they mean by "original bank statement," nor why this process is taking so long. This feels like unnecessary stalling. My identity has already been verified, I have already successfully withdrawn €2,000, and I did not use any bonus, meaning no bonus terms or wagering requirements apply to my winnings.

There is no valid reason to continue delaying my withdrawal.

I have fully cooperated at every step and provided all requested documentation promptly.

At this point, I kindly ask Casino.Guru to assist me in communicating with Coolbet and help resolve this issue so my withdrawal can be processed without further delay.

Thank you very much for your help.

Kind regards,

Leevi

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Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Have you provided all the required documents as soon as possible and in the correct format?
• Was your deposit in the casino listed among the transactions on the bank statement you provided?
• Was your income among the transactions on the bank statement you provided?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hi Thomas,

Thank you for helping me with this. I will list your questions here again and answer them.

Have you provided all the required documents as soon as possible and in the correct format?

Yes I have been very quick to respond to their KYC in order to get my winnings. I have been in contact with the site almost every day since I won to get updates and see if there is anything else I can do to speed it up.

Was your deposit in the casino listed among the transactions on the bank statement you provided?

Yes I have sent them two bank statment. It's the same bank but I have more than one account on it. I use one for daily transaction connected to my card, one for savings, one when I buy things online etc.

Was your income among the transactions on the bank statement you provided?

No it wasn't requested by them.

Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Yes I will email you. I chatted with them yesterday and they have now declined my bank statement again.. They say that I need to send it again (original form). It's the account (in my name) that I used to top up the account that I deposited to the casino with that they want me to re-send. I can send that to you aswell if you need it.

Again, thank you!

Leevi

Thanks for your patience,

I went over the communication you provided.

• Have you saved the conversation where the casino accused you of sending unauthentic documents?
• Would you be able to share with me the bank statements you submitted to the casino and that were not approved?

Send the information to my email at tomas@casino.guru

Thanks in advance for your cooperation.

Hi

I have emailed you now. Have a great day!

Best regards,

Leevi

Dear LeeviRusk,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Tomas

Dear LeeviRusk,

 

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

 

Now I would like to invite Coolbet Casino representative to join this conversation and participate in the resolution of this complaint.

 

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

 

Thank you in advance for providing the information.

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.