Coolzino Casino - Player’s account has been closed.

Hello, I'm asking for help in recovering my money. My account was closed, but there were funds in it. I'm constantly trying to contact them about a refund, but unfortunately, most of my messages regarding this matter are ignored, and the refund never comes.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Coolzino Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? 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 very much in advance for your reply.

Best regards,

Tomas

I was a player there for about a year. I used my deposited funds to make sports bets. My account was blocked 11 days ago. I couldn't log in to my account and was informed that the chat had been closed.

Thanks for sharing the information with me.

• Did the casino request verification documents after your account was closed or before?
• Have you kept the communication in which the casino informed you about the account closure? Could you please share it as well with me?
• Was your account verified in the past? Have you managed to pay out from the casino in the past?

Looking forward to your reply.

The account was fully verified at the time of closure. Yes, the funds were withdrawn during activity. I emailed the casino after closing the account. I sent everything they asked for, but time has passed and the funds have not been refunded.

Hello, can I ask for your intervention? There is absolutely no contact with the casino, they do not respond to emails, the matter continues day after day, the funds remaining in the closed account are not being returned in any way, and the casino is ignoring my messages regarding this matter.

I apologize for the delay.

Did the casino accuse you of breaching any terms and conditions? What justification was there for the casino to close your account, from your point of view?

As you might know, our forum Casino.Guru, deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue related to sports betting.

However, I can recommend a few websites that might be able to help you. Please let me know if you are interested in the list of these websites, and thank you very much for your understanding.

No, the casino didn't accuse me of violating their terms and conditions. They simply decided to close my account. However, at that time, there were funds in it that I hadn't been refunded. I also used casino gaming products, not just sports betting. So, your intervention would be entirely justified.

Dear KKonrad88

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, Martina (martina.b@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,

Tomas

Thank you. This casino doesn't respond to messages at all; I'm completely ignoring the issue. There were funds in the closed account that haven't been returned to me. Reminders regarding this matter remain unanswered, as can be seen in the attached image.

Dear KKonrad88,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

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

Dear casino representative, could you please provide more information about this case and state the reason why after closing player´s account. his money has not been refunded?

Thank you in advance for providing the information.

Hello KKonrad88,

Thank you for contacting us.

We have sent you an email regarding the refund process for your account balance. In that email, you are requested to provide your bank account details along with a bank statement. Once we receive the required documents, we will proceed with processing the refund.

Thank you for your patience and cooperation.

Best regards,  

Coolzino Casino

I have sent a message with the above information and my account statement. Please confirm receipt of this information, and I will confirm receipt of the refund once it has been deposited into my bank account.

Thank you so much for cooperation everyone.

Dear KKonrad88,

once you receive the money please let me know to this thread as well. Thank you very much in advance

Hello, so far, there has been no refund to my bank account. I'm monitoring the situation.

Thank you! Please, keep us informed

Hello KKonrad88,

Thank you for providing the required information regarding your refund request. We confirm that both your credentials and the submitted bank statement have been successfully reviewed and approved. 

Your refund is now in process, and our payments team is working to complete the transaction as promptly as possible. As soon as the refund has been finalized, you will receive a notification with the relevant update.

We appreciate your cooperation and patience throughout this procedure.

Best regards,  

Coolzino Casino

Dear Coolzino Casino Team,

Thank you very much for the update!

We would appreciate it if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

I confirm that the funds have been deposited into my bank account. Thank you very much for your help.

Hello KKonrad88,

Thank you for your cooperation and patience throughout the process. We’re glad to hear that you have successfully received your funds. 

If you need any further assistance or have additional questions, please don’t hesitate to contact us. Our team is always here to support you and will do everything possible to assist you in the best way.

Kind regards, 

Coolzino Casino

OhWonderful! I'm so glad to hear that your money has arrived! I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

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Thank you in advance for your time.