Coolzino Casino - Player believes that their withdrawal has been delayed.

Title: Withdrawal repeatedly blocked and inconsistent explanations

Hello,

I would like to submit a complaint regarding Coolzino Casino.

For almost one month I have been trying to withdraw my winnings. Several withdrawal attempts were first marked as completed and later returned back to my casino balance.

Customer support repeatedly told me that my bank rejected the transaction. However, my bank confirmed that no transaction ever reached them.

Later support admitted that the previous withdrawals were blocked internally by their security system before reaching the bank.

On February 25, 2026 a withdrawal of 900 CHF was finally marked as completed and I was informed that the payment left their system and is currently in the banking network.

Because of the previous failed attempts and contradictory explanations, I am concerned about the reliability of the payout process.

I would appreciate your assistance in resolving this situation.

Kind regards

Abdulsamed Koc

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear SamoPala,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear SamoPala,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear SamoPala,

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.

die auszahlung hat nicht geklappt ich habe das ganze geld im casiono ausgegeben und das casino Konto gelöscht nie wieder coolzino

Dear SamoPala, thank you for your reply. 

I am sorry to hear that, but I understand. Since you have decided to play your winnings, I’m afraid there is not much we can do for you. I understand that this would have never happened if you could withdraw on the first attempt, but at this point, we cannot ask the casino to refund your lost winnings.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future

Karla.