Coolzino Casino - Player's account has been blocked.

On June 2, my account was suddenly blocked. After contacting support and their request to send identifying documents, there is silence until today (06/09/2025). The casino is really very nice, stable and does not cause problems, but the support and verification department are at least incorrect. How can you check 2 documents that I sent on June 3 and still not receive any information today, June 9? I did not receive the reason for the blocking or any information on what to do next and when the account will be verified. If the case ends successfully relatively quickly, I am willing to change my attitude, but as of today I have been left to my own devices and the only information I receive is to be patient. The question is how many hours, days or weeks should I be patient because so far a week has passed and nothing has moved in the matter

Dear pasiakjp,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you're experiencing.

Please understand that the KYC process is an essential and legally required step that helps ensure funds are paid out to the rightful owner. Since casinos don’t have the ability to physically verify the identity of their players, document verification is the only way to complete this important procedure. All serious and licensed casinos treat KYC with the utmost care, and the process may take several working days to complete.

To better understand your situation, could you please clarify the following:

• Which documents have you already submitted, and when was the last one sent?
• Did you provide all the required documents as promptly as possible and in the correct format?
• Have any of your documents already been reviewed and verified by the casino’s relevant department?
• Are there any documents still pending verification?
• What types of games did you play—slots, live casino games, or did you place sports bets only?

I hope we’ll be able to assist you in resolving this issue soon. Thank you in advance for your reply.

Best regards,

Veronika

Thank you Veronika for your answer. It seems to me that this is not a KYC procedure because I did not order a withdrawal. The account was blocked suddenly, when I added a residential address to the profile, which was not there.

I was asked for 2 documents:

-confirmation of deposit payment

-confirmation of residential address

both documents sent immediately after receiving the request on 4/06/2025 at 11:00.

The documents were in PDF format, correct.

The casino did not want any other documents.

As for games, I played slots.

I deposited PLN 200 with a 100% bonus which I turned over 100% and the funds were bonus free.

I contact support every day, but support asks for patience. Today marks a week since my account was blocked, I can't play, my funds are frozen, and the verification process is not progressing.

Please forward me all the communication between you and the casino customer support regarding the verification of your account at veronika.f@casino.guru. Thank you for your cooperation.

Dear pasiakjp,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.