The player from Ireland faced an account closure after making a deposit and playing, without any reasons provided by the casino. He had played crash and slots games without using any bonus and had completed KYC verification. The issue was resolved after the player confirmed satisfaction with the outcome, and the complaint was marked as resolved by the Complaints Team. Although the resolution details were not specified, the player confirmed that the matter was settled.
Coolzino Casino - Player's account has been closed.
Resolved
Our verdict
Case closed
Amount: €62
Coolzino Casino
Safety Index:HighCase summary
Discussion
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1 month ago
Translation
They closed my account after I deposited and played without giving me any reasons.
Automatic translation:
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1 month ago
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.
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1 month ago
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.
- What types of games did you play at this casino? Were they slots, live casino games, or did you place bets on sports?
- Did you accumulate your winnings with or without a bonus?
- Have you passed the full KYC verification, or at least submitted any identity documents to this casino for verification?
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
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1 month ago
TranslationHi I only played crash and some slots I didn't use any bonus
I sent the kyc and it has already been verified
Automatic translation:
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1 month ago
What was the real-money balance in your account at the time the casino closed it?
Was this amount paid out to you?
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1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Silverteam,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Veronika
