Coolzino Casino - Player's winnings are confiscated.

Am 12.09.2025 habe ich 900 Euro auf Coolzino gewonnen und sofort eine Auszahlung versucht.

Meine Verifizierung war damals noch nicht abgeschlossen.

Am 16.09.2025 wurde die Verifizierung erfolgreich bestätigt.

Nach ca. 5 Stunden wurde mein Konto deaktiviert.

Coolzino teilte mit, dass nur die Einzahlung zurückerstattet wird, der Gewinn aber einbehalten wird.

Ich habe bereits eine Beschwerde bei der Lizenzbehörde in Curaçao eingereicht und alle Nachweise bereitgestellt.

Das Vorgehen ist willkürlich und unfair.

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 have been a player at the casino?
• 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?
• Have you used a payment method that belongs to you?
• Has the casino processed the refund of your deposit already?
• Has the casino cited any violation of terms and conditions in relation to your account or activity?

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

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 makes such a request, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Hallo Tomas,

ich spiele seit dem 05.09.2025 bei Coolzino und habe dort ausschließlich Slots gespielt (Cross the Road).

Meinen Gewinn von 900 € habe ich ohne Bonus und nur mit meiner eigenen Kreditkarte (Online-Überweisung) erzielt.

Eine Rückerstattung meiner Einzahlung gab es bisher nicht.

Die Behauptung des Casinos, meine Dokumente seien gefälscht, ist falsch – alle eingereichten Unterlagen sind echt und auf meinen Namen ausgestellt.

Vielen Dank für Ihre Unterstützung!

Mit freundlichen Grüßen

Ali ****

Thanks for your reply.

• Did the casino accuse you of using forged documents?
• Do you have related communication where these or any other accusations made against you are listed?
• Would you be able to submit the documents you provided to the casino during the verification process for review? Send them to my email at [email protected] for review. I apologize for the inconvenience.

Looking forward to your reply.

Hallo Tomas,

ja, das Casino hat mir per E-Mail vorgeworfen, gefälschte Dokumente eingereicht zu haben. Diese Anschuldigung ist falsch – alle meine Unterlagen sind echt, gültig und auf meinen Namen ausgestellt.

Ich habe Ihnen soeben per E-Mail (an [email protected]) meine Dokumente sowie die entsprechenden E-Mails vom Casino zur Überprüfung geschickt.

Vielen Dank für Ihre Unterstützung!

Mit freundlichen Grüßen

Ali ****

Thank you very much for providing the necessary information.

The photo of the ID document you sent me is cropped, and there is an overlay due to the camera software used.

Could you please confirm that you provided the casino with a document that is not cropped and without an overlay as well?

Please let me know.

Hallo Tomas,

danke für Ihre Rückmeldung.

Ja, ich habe dem Casino ein vollständiges und echtes Dokument geschickt. Falls das von mir hochgeladene Bild durch die Kamera-Software beschnitten oder überlagert wirkte, kann ich Ihnen selbstverständlich ein neues, unbearbeitetes Foto meines Ausweises zusenden.

Mein Dokument ist gültig, echt und vollständig auf meinen Namen ausgestellt.

Bitte lassen Sie mich wissen, ob ich Ihnen die neue Version gleich hier schicken soll.

Mit freundlichen Grüßen

Ali *****

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear AliYawar35,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Coolzino Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Coolzino Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons behind the confiscation of the player's winnings? A detailed response will help us ensure a transparent and fair review of the situation.

Thank you in advance for your cooperation.

Best regards,

Kubo

Hallo Kubo,

vielen Dank für Ihre Nachricht. Ich bestätige, dass Coolzino mein Konto geschlossen und behauptet hat, meine Dokumente seien gefälscht – was aber nicht stimmt. Ich warte nun auf deren Antwort.

Mit freundlichen Grüßen

Ali ****

Dear AliYawar35,

As previously informed, your account has been permanently closed, and your winnings have been confiscated due to a serious breach of the Terms and Conditions you expressly agreed to upon registration.

Clause 7.5 states, "It is the player's responsibility to ensure that all documents submitted as part of the KYC process are authentic. Forged or fraudulent documents may result in the confiscation of the player's deposits and potential winnings"

Dear Kubo.

We have sent you an email with further information. Please review it at your earliest convenience.

Best regards,

Coolzino Casino

 Hallo Kubo,

vielen Dank für Ihre Unterstützung.

Ich möchte erneut bestätigen, dass alle Dokumente, die ich beim KYC-Prozess eingereicht habe, echt und gültig sind.

Ich habe keine gefälschten oder manipulierten Dokumente verwendet und bin bereit, meine Unterlagen erneut vorzulegen, falls erforderlich.

Coolzino behauptet, meine Dokumente seien betrügerisch, ohne jedoch Beweise dafür vorzulegen.

Ich bitte daher darum, dass sie konkrete Nachweise erbringen, welche Dokumente angeblich gefälscht sein sollen.

Ich bin überzeugt, dass meine Identität und meine Einzahlungen legitim sind und hoffe auf eine faire Prüfung meines Falls.

Vielen Dank für Ihre Hilfe.

Mit freundlichen Grüßen

Ali *****

Dear AliYawar35,

I hope you’re doing well. I’m sorry for the delay in getting back to you.

I wanted to let you know that we’re still in contact with the casino representatives regarding your case. From what I understand, you submitted your passport for verification, but it appears that your driver’s license was also provided to the casino.

As there were some concerns about the appearance of your driver’s license, I’d like to kindly ask for your help with one small step. Could you please record a short selfie video (about 15 seconds) of yourself holding your driver’s license next to your face, along with a piece of paper showing today’s date and the text "Casino Guru"? Please make sure the document is clearly visible and that both your photo and details can be read.

When you have the video ready, you can send it directly to me at [email protected].

Thank you so much for your understanding and cooperation.

> Hallo Kubo,

ich wollte Ihnen nur mitteilen, dass ich das geforderte Selfie-Video mit meinem Führerschein und dem heutigen Datum per E-Mail an Sie gesendet habe.

Vielen Dank für Ihre Unterstützung!

Mit freundlichen Grüßen

Ali *****

Dear AliYawar35,

Thank you for your cooperation. Unfortunately, since a temporary file-sharing service was used, the link has already expired and I’m unable to access the file. I’ve replied to your email and am awaiting your response.

Thank you once again for your help.

Dear AliYawar35,

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.

Hallo Kubo,

vielen Dank für Ihre Nachricht.

Ich möchte bestätigen, dass ich das angeforderte Selfie-Video bereits mehrmals gesendet habe – zunächst über einen abgelaufenen Link und danach zweimal über Google Drive.

Könnten Sie bitte bestätigen, ob Sie das Video nun erhalten und öffnen konnten?

Ich möchte sicherstellen, dass alles ordnungsgemäß bei Ihnen eingegangen ist.

Vielen Dank im Voraus für Ihre Rückmeldung.

Mit freundlichen Grüßen,

Ali *****

Dear AliYawar35,

Thank you for your message and for providing the video. I confirm that I have received it and reviewed the content.

Dear Coolzino Casino,

I have sent an email regarding this issue and look forward to your prompt response.

Thank you for your attention and cooperation.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Kubo,

We have sent you an email with the latest update. Please review it when convenient.

Best regards,

Coolzino Casino

Dear Coolzino Casino,

Thank you for your email. Could you please provide an estimated timeframe for completing the double-checks with the third-party verification service?

Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear AliYawar35,

After a thorough review of your case, I would like to share the results of our investigation.

Based on the evidence provided by the casino, I must regretfully reject your complaint as unjustified.

The evidence clearly indicates that your account is linked to multiple other accounts, all created or accessed from the same device or location. Creating multiple accounts to exploit bonuses is a serious violation of the Terms and Conditions at most online casinos because it undermines the integrity of the gaming environment. This practice can lead to unfair advantages, such as exploiting bonuses or promotions intended for single accounts. It disrupts the fairness and balance that casinos strive to maintain, which is crucial for all players. Additionally, it can result in significant financial losses for the casino, prompting strict enforcement of policies against such behavior.

For future reference, I strongly recommend adhering strictly to the casino's Terms and Conditions and avoiding any attempts to gain unfair advantages through the creation of multiple accounts. I understand this is not the outcome you were hoping for, but the evidence is indisputable.

Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!

Best Regards,

Kubo