The player from Austria is facing issues with withdrawing his winnings of €863.46 from Coolzino, as his account is subjected to extensive verification and proof of deposit requests. He feels wrongfully accused of fraud despite providing the necessary documentation and is concerned about the potential loss of his deposit.
Coolzino Casino - Player’s account has been permanently closed due to fraud accusations.
Opened
Current status
Waiting for Casino Guru to reply
0d 11h 38m 30s
Coolzino Casino
Safety Index 8.0 HighCase summary
Discussion
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3 weeks ago
Translation
I opened an account with Coolzino on February 13th and played both casino games and sports betting there.
On April 8th, I wanted to withdraw my winnings. A total of €863.46 (including a €400 deposit).
Then the drama began.
In addition to the usual verification documents, I had to provide further proof of deposit. I even sent a payslip (!!!). I was repeatedly told that the documents could not be accepted. I can prove in black and white that I deposited the money via credit card. After threatening to contact CasinoGuru, I received the attached outrageous email.
It's outrageous to accuse me of fraud after I sent numerous emails with countless personal details. And now they even want to keep my deposit?! I vehemently deny this accusation! Everything was always above board.
Since I have only had good experiences with CasinoGuru so far, I would like to ask for your help here as well.
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3 weeks 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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3 weeks 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.
- Could you please specify how many documents you sent to the casino as proof of deposit?
- How many deposits did you make at this casino?
- Have you ever requested a chargeback for any transactions made at any online casino?
- Is there any possibility that someone from your household, or someone using the same IP address, also created an account at this casino?
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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3 weeks ago
TranslationHello Veronika,
a) I sent several documents: bank statements and even proof of income.
b) a deposit of €400 via credit card
c) Chargeback? No. The deposit was made in February. I then played with the balance for two months and won €464 net.
d) No, I can't imagine that. I live alone with my wife in a house. Nobody can use our Wi-Fi.
Here is their latest response:
That's simply outrageous and a baseless accusation 🙁
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2 weeks ago
Thank you for your replies. I sincerely apologize for the delay in responding. We are currently managing over 1200 active complaints. While we strive to reply as quickly as possible, it is not always feasible to address all messages immediately. We have a 7-day response window for each complaint and will always get back to you as soon as we can. Thank you for your patience and understanding.
Could you please forward me the most recent email you received from the casino once again? Unfortunately, the screenshot you provided is unreadable due to its low resolution. If possible, send me the original email thread at veronika.f@casino.guru.
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1 week ago
TranslationOkay, no problem. I know they're doing their best. I've sent the email exchange.
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1 week ago
Thank you for your email.
Before we proceed with the investigation, I need some additional information from you.
Which casino games did you play at this casino?
Did you activate any bonuses with your last winning deposit? If so, kindly send me a link or a screenshot of the bonus you played with.
