The player from Spain faced repeated delays in withdrawing funds after making six successful withdrawals in the past six months. Despite having his account verified, he was continually asked for additional documents that seemed unrelated to his initial deposits, and his payment remained pending. After extensive communication with the casino regarding the required documentation, the verification process was finally completed. The issue with the withdrawal request was resolved following a technical problem on the casino's side, allowing the player to successfully withdraw his funds. The complaint was marked as resolved by the Complaints Team.
Coolzino Casino - Player’s withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €500
Coolzino Casino
Safety Index:HighCase summary
Discussion
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8 months ago
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Hello, I am facing problems withdrawing money from this casino, I made 6 withdrawals that they paid me in the last 6 months but for the last 2 weeks it seems that they are using delaying tactics, I have had my account verified for a long time but they have asked me for documents again to verify the account, I sent all the requested documents, they verified the account again, I requested a withdrawal again and again they have asked me for more documents, I sent the requested documents again, they put my account back in verified but the payment is not effective and by email they keep asking me for other additional documents that have nothing to do with the deposits I made in this casino, in the chat they tell me that they have escalated my case and that they will answer me soon and they send me an email where they ask me for the same documents, I sent said documents by email and they tell me to upload the documents to my coolzino profile but since my account is verified there is nowhere to upload more documents. It is very annoying the way they treat me as if I were a criminal, they asked me for several documents as proof of funds, I sent my payroll, I sent my Paysafecard history for the last 3 months, which is what I used for deposits, I sent my payroll receipt issued by the bank, and they were all accepted. Now they're asking for my bank account history for the last 6 months? If I use Paysafecard to deposit, why do I have to send my bank account history? This seems very suspicious to me!
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8 months ago
Dear 1bazat,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise which documents you have already provided and when exactly did you send the last one?
Have you provided all the required documents as soon as possible and in the correct format?
Did you accumulate your winnings with or without an active bonus?
Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Dominika
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8 months ago
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Hello, I sent the last document again a few minutes ago. I also sent my phone and internet bill as proof of address. I sent a selfie with my document as proof of identity. I sent my payroll. I sent the transaction history for the last 3 months from Paysafecard. I sent proof of payroll payment issued by the bank. Yes, I sent the documents in the correct format because they have approved them all. I accumulated my earnings without a bonus except for the welcome bonus they gave me last year. I am sending you the screenshots of my Coolzino profile here and I will send the conversations with them to your email.
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8 months ago
Dear 1bazat, did you explain to the casino that you have not made any deposits using a bank account, and therefore you’re unsure why they are requesting your bank statement?
Did you inform them that your account is already verified and there is no option to upload more documents?
Has there been any other request from the casino for further verification documents after the ones you've already provided?
Do you have any update from the casino regarding the verification status or the withdrawal processing?
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8 months ago
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Hi, I told them to use paysafecard but they still told me to provide these documents as proof of funds and I also told them that my account is verified and there is no option to upload more photos. They told me to provide the documents via email and they asked me again for a bank statement showing all my income in the last 3 months and I sent it to them via email.
My account is verified and it shows in green that your account was verified successfully but you have not paid yet.
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8 months ago
Dear 1bazat, do you have any update from the casino regarding your case? Were you able to resolve the verification issue, and most importantly, have you received your payment yet?
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8 months ago
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Hello, the account is verified and I haven't been asked for any more documents.
I'm waiting for payment.
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8 months ago
Dear 1bazat, thank you for the information provided. Kindly update us once you have received the money.
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8 months ago
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Previous payments were made effective in 2-3 days, but I have been waiting for this payment since April 25th.
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8 months ago
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I haven't been paid.
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8 months ago
Dear 1bazat, could you please let us know the exact date when you successfully completed all the verification requirements? When did you send the last requested document?
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8 months ago
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I've been verified 3 times in the last month, so I don't even know the exact date when I was last verified, but I think it was a few days after this withdrawal.
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8 months ago
Thank you very much, 1bazat, for providing the necessary information. I will now transfer your complaint to my colleague Branislav ([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.
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8 months ago
Hello, 1bazat,
I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.
In the meantime, while we wait for the casino's response, I have a few more questions for you to clarify the situation.
- Provided that the translations are correct (I had to translate everything to English), during the communication between you and the casino, you mentioned that you were unemployed, but you also claimed that you have income from a salary. Also, if I understand correctly, you made deposits through Paysafecard. Can you explain it in more detail? Where did the money you deposited into the casino originate? Can you prove the source of your income and that the deposited funds belong to you? How do you get your salary to Paysafecard so you can deposit into the casino? The casino needs to verify it.
- One of your documents was password protected. Did you provide the casino with the password? I could not find such information in the communication between you and the casino. However, they requested a different document from you, not mentioning a bank account statement, but rather your transaction history showing your income coming to your payment method.
Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.
Dear Coolzino Casino Team,
Could you please explain the player's situation in more detail? What is happening there?
What exactly is he supposed to provide to complete the KYC/verification, and why does the casino need it? What document(s) does the casino need from the user, under what conditions, and what documents were not accepted and why?
If he receives some documents only as password-protected, how should he deliver them to the casino? If he uploads it to the casino, the casino will not be able to open it without the password. If he (if possible) removes the password from such a document, would the casino's system not consider it editing? Could such a document (after removing the password) be rejected based on that?
How did the casino verify his documents (verification statuses for the provided documents in his account) if not all his documents could be opened/checked?
Thank you.
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8 months ago
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Hi, I'm currently unemployed but I was working until March.
I used paysafecard to deposit and the money comes from my salary or from withdrawals I made at the casino in the past and I have demonstrated it 3 times at the casino and 3 times they have accepted the documents I sent and for this I sent as proof the payroll I received, I sent the bank statement where the payroll income is reflected and I sent the paysafecard transaction history where the income received from withdrawals made at the casino also appears and I also sent the transaction history of my bank account where all the income, PIN purchases to load paysafecard and other expenses appear.
The paysafecard account is funded by purchasing a PIN in the paysafecard app. Paysafecard is a payment gateway like PayPal and many others, and is one of the most secure methods available online.
The payroll comes with a password, so the company sends all the payrolls and also sends a screenshot of the payroll.
I have to clarify that I have had my account verified since last year and I made several successful withdrawals at the casino. Suddenly, last month, they asked me to verify the account again when I requested a withdrawal. Not once, but three times in a row. They verified my account, and when I requested a withdrawal again, they marked my account as unverified. They asked me again to send documents. I sent the documents again and they verified the account. Now, it's been a month since I received the payment.
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8 months ago
Hello!
We would like to inform you that the verification process is still ongoing.
To proceed, we kindly require a Source of Funds document - specifically, a bank statement in PDF format displaying all transactions, including all deposits made to our casino. Please note that the documents currently uploaded do not reflect all relevant deposits.
We recommend checking your transaction history within your casino account to ensure that all deposits are accurately accounted for.
Should you have any questions or require further assistance, please do not hesitate to contact us.
Best regards,
Coolzino Casino
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8 months ago
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Hello!
I logged into my Coolzino account and it says my account is verified, but here they say it's not. After several successful verifications and submitting all the requested documents, is my account still in the verification process? Is this a joke or something? Here's a screenshot of my account status:
"To continue, we need a source of funds document." They're supposed to ask me for the documents to verify the account and make the pending withdrawal effective, not to continue making fun of me.
"bank statement in PDF format showing all transactions, including deposits made at our casino" 1- paysafecard is not a bank and they don't provide bank statements, paysafecard provides transaction history and 2- they asked me for a history of the last 3 months and I sent it to them, now they want all transactions?
"All relevant deposits" What does "relevant deposit" mean? I looked at the deposit history and saw I made 15 deposits in Coolzino.
I have a big question: what's behind these delaying tactics they're using?
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7 months ago
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Hi, any response from coolzino?
I see that they have canceled my withdrawal and I requested a withdrawal again and they canceled it again and in the chat they tell me that they have escalated my case and to wait.
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7 months ago
Thank you both for your replies, and I am sorry for the delay.
Dear 1bazat,
In your screenshots, I can see transactions beginning with the end of October 2024, and from a different type of payment method.
Did you provide the casino with the bank statements/transaction history in PDF, showing all the deposits you made to the casino - source of funds document?
In addition, I cannot see any withdrawal request there or any successful withdrawal in your gaming account transaction history, as you claimed. Can you clarify it, please?
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7 months ago
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Hello,
I don't know why the transactions from October and November of last year appear as eWallets, but I repeat that I only used Paysafecard to deposit into Coolzino. I also don't know why three withdrawals appear as bank transfers and the other three appear as GenomeBankIBAN, even though all the withdrawals were via bank transfer. Perhaps the Coolzino representative could explain this to us?
I want to add my PaySafecard history in PDF format, where all the deposits I made at Coolzino appear. How can I add PDF documents here?
In the previous message I included the deposit history, which is why the withdrawals are not visible. I'm going to include the Coolzino withdrawal history here.
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7 months ago
Dear 1bazat,
Thank you for your response and additional information.
You cannot upload a PDF document here. You can send it to my email ([email protected]).
However, please send it to the casino, and wait for their response and the result of their review.
If all your deposits were made through PaysafeCard, and the first deposit was made on October 26, 2024, as shown in one of your screenshots above, make sure that all your deposits are shown in the statement/transaction history from your payment method. I recommend you go through all your deposits in your gaming account and find all the transactions in your PaysafeCard statement/transaction history.
Please let us know once the required document is sent to the casino. Then, we can ask the casino for an update.
Thank you. Looking forward to hearing from you.
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7 months ago
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Hello, I sent you the Paysafecard history, which shows all the deposits I made at Coolzino, to the email address you provided.
How can I send the document to the casino without them laughing at me? There's no way to send the document on the Coolzino website because the account is verified, and via email, they make fun of me and ask me to send them the same document a thousand times.
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7 months ago
Dear 1bazat,
Thank you for your email and the document. However, I am not sure what exactly I should do with it. It should be delivered to the casino.
Anyway, it looks like the document was edited. Can you please clarify what exactly you changed in the document, and why?
Were you able to find all the deposits made to your gaming account also in your bank statement/transaction history from your PaysafeCard account?
After the casino provides us with clear instructions, can you simply gain or provide the casino with an original and unedited document, for the relevant period, showing all the deposits you made to the casino?
For now, I would like to wait until the casino representative provides us with clear instructions on how to proceed.
Dear Coolzino Casino Team,
You have not answered all my questions above addressed to you above so far. Please provide us with the following information:
- Considering the screenshots from the user's gaming account, his documents were accepted, and there is no option to upload a new document - how is he supposed to provide the requested document to the casino? Please provide him with clear instructions on how to deliver the document. If it is necessary to send it via email, please also provide the email where the document should be sent.
- Is it a problem if the document is password-protected or not? If so, please provide us with further instructions on how to solve the situation if the user receives such documents from his payment method provider only as password-protected.
Thank you. Looking forward to hearing from you.
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7 months ago
Hello!
We would like to inform you that the Source of Funds has been accepted, but we still require Source of Wealth documentation - a document (or a number of documents), showing the origin of the funds used for depositing in our casino, for example, salary statement, proof of business ownership, selling a property, an inheritance payment, or a divorce settlement, etc. (for the last 3 months)
Such a document can now be uploaded to the user's verification page, or if no such option is visible, the documents can be sent to our email [email protected], and we will forward them to the appropriate team.
Best regards,
Coolzino Casino
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6 months ago
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Hello, one of the wealth funds is the withdrawals I made from Coolzino. Are the statements from these withdrawals valid?
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6 months ago
Greetings all,
Thank you both for your replies.
Dear Coolzino Casino Team,
Can you please answer the user's question?
If the casino cannot accept it - why?
Thank you.
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6 months ago
Hello!
While we acknowledge that previous withdrawals from Coolzino form part of your available funds, we would still require documentation in the specified format to verify the original source of those funds, prior to their use in the casino. This is necessary in order to comply with our Anti-Money Laundering (AML) procedures and regulatory obligations.
Acceptable documentation includes, for example, salary statements, proof of business ownership, sale of property, inheritance payment, or divorce settlement, covering the last three months.
If you have any additional questions or need assistance, please don’t hesitate to let us know.
Best regards,
Coolzino Casino
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6 months ago
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Hello,
They need to verify the original source of my funds. Do you mean the source of the money from my deposits I made last year in October? Can you explain what document I can provide that's from the last three months and reflects the source of the funds deposited 10 months ago? Is that what I'm asking for, or are they asking for something impossible?
My Coolzino account is unverified again. They've asked me for a bank statement showing my name and everything else. I sent a certificate of ownership and a bank statement for my last Coolzino withdrawal, showing all the requested information, in PDF format, and they rejected it. I also sent the certificate of ownership in the past and it was accepted. Did they make the withdrawals? Why are they rejecting it now?
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6 months ago
Greetings all,
Dear Coolzino Casino Team,
Can you please be more specific regarding your request regarding the documentation the casino needs from the user, and what exactly needs to be verified or shown by the required document(s)?
How did the user accumulate his disputed funds? Were they accumulated from a real money deposit? When did he make a deposit for the last time?
If his last source of funds represents winnings from online casinos, how can he prove it?
Thank you.
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6 months ago
Dear 1bazat,
As part of our standard compliance procedures, we require Source of Wealth documentation to verify the origin of the funds used for deposits made to our casino.
Acceptable documentation includes a salary statement, proof of business ownership, evidence of property sale, inheritance payment, divorce settlement, or similar.
The documentation should cover a three-month period - February, March, and April 2025, as the request was made in late April 2025. During this time, you continued to deposit funds into your account, and the total amount deposited exceeded your most recent withdrawal.
We kindly ask that you provide the relevant documents at your earliest convenience.
Thank you for your cooperation and understanding.
Best regards,
Coolzino Casino
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6 months ago
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Hello,
I sent my payroll for February and March and they rejected it again.
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6 months ago
Dear 1bazat,
They requested it for February, March, and April 2025.
Can you please provide all the requested documentation and inform us about updates?
Thank you. Looking forward to hearing from you.
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6 months ago
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Hello,
I sent my February and March paychecks. I didn't work in April, so I sent a bank statement for the last Coolzino withdrawal. I also sent you the paychecks to the email address you indicated in a previous message.
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6 months ago
Thank you for your email and the documents, 1bazat.
However, at least the payslips PDFs show signs of editing.
Did you please edit anything in your documents? If so, what exactly and why?
The casino pointed to the fact that you deposited to the casino more than the amount of your withdrawal from there was, while, as you claim yourself, you did not work in April. Therefore, can you please explain what the source of funds for the deposits in question (made after your withdrawal from Coolzino) was? Can you prove this source of funds? It appears the amount was higher than your last salary + the amount of the withdrawal from Coolzino.
Thank you. Looking forward to hearing from you.
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6 months ago
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Hello,
The payrolls had a password, I removed the password and put the name of each month on it
Look, in March I made 2 withdrawals of 500 euros, which in total add up to 1000 euros, one withdrawal on March 10 and another withdrawal on March 25, and from March 25 to April 12 I made 5 deposits that in total add up to 670 euros, and here are the screenshots of the transactions.
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6 months ago
Thank you for more details and clarification, 1bazat.
Dear Coolzino Casino Team,
Can you please review the information provided in the user's last post, with the screenshots he shared with us?
Can you explain in more detail what this is exactly about now, if I overlooked something important or if I did not understand the situation correctly?
It appears the user proved his source of funds for February and March, and that in March, he successfully withdrew 2x500 from Coolzino, while his further deposits did not exceed this amount (1,000).
Thank you. Looking forward to hearing from you.
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5 months ago
Dear 1bazat,
We would like to inform you that we are currently reviewing the documents again, based on the latest information you have provided.
Dear Branislav,
We have sent you an email with further details.
Thank you for your understanding and patience.
Best regards,
Coolzino Casino
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5 months ago
Due to the unavailability of the resolver, the complaint has been forwarded to Romi ([email protected]), who will further assist you in solving the case.
Dear Coolzino Casino Team,
Thank you for your response, update, and your email with the additional information.
Please forward your next email with all the required information and/or supporting evidence, if necessary, to Romi's email above.
To simplify the situation, I replied to your last email a while ago, adding Romi to the CC of the email communication.
Thank you.
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5 months ago
Dear 1bazat,
Thank you for providing your documentation.
Upon review, we kindly ask that you submit one additional document to meet our Source of Wealth requirement, which covers a period of three months. At this time, we have received documentation for February and April. To complete the review, please provide a payslip for January, May, or June.
Alternatively, you may submit other acceptable documents such as a salary statement, proof of business ownership, evidence of property sale, inheritance payment, divorce settlement, or any similar financial documentation.
We appreciate your patience and understanding. Should you have any further questions, feel free to contact us at your convenience.
Best regards,
Coolzino Casino
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5 months ago
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Hello,
I sent my January payroll and it was rejected again. Can you tell me why they're rejecting all the documents I sent?
May I know why I have to send payrolls for May or June if the last time I deposited and played was in April? I see that here and on Coolzino they only ask for documents. I send them, they reject them, and they don't give any explanation or answer my questions. It seems like a bunch of abuse, and I need an answer.
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5 months ago
Dear Coolzino Casino,
Could you explain this, please?
Thank you.
Respectfully,
Romi
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5 months ago
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Hello, could I get some feedback from coolzino?
Today they sent me an email again asking for additional documents: bank statements for January, February and March payrolls, a selfie and to explain the financial nature of more than 20 cards that they list that I don't know who they belong to nor have I used them because the only deposit method I used in coolzino was paysafecard, here is the message received: For additional verification of your account, upload the following documents to your profile:
- Bank statement in PDF format showing how your salary for January 2025, February 2025, and March 2025 was credited to your bank account.
- Take a selfie with your current ID in one hand and a piece of checkered (square or graph) paper with your full name, current date, and casino name written in blue ballpoint pen. Your entire arms must be visible from the wrist holding the ID and the piece of paper to your shoulders. Ensure there is some distance between you and the camera. Make sure the surroundings are visible and not monotonous.
We also kindly ask you to explain (reply to this email) the financial nature (reason and other facts) of the credit card claims: X 2223, X 2730, X 9694, X 7571, XX 8064, X 3060, XX 3518, XX 4010, XX 7567, XX 8051, XX 0612, XX 3155, XX 2057, XX 6843, XX 7151, XX 5299, XX 4896,XX 5120, XX 9815, XX 0985, XX 3447, XX 2604, XX 4029,XX 8902 and other cards not listed here.
Thank you for your patience and understanding.
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5 months ago
Dear 1bazat,
We confirm receipt and approval of your payslips for January, February, and March 2025. However, in order to complete the verification of your Source of Wealth, we also require a bank statement showing the funds from these payslips being credited to your account.
In addition, the card numbers mentioned in your previous correspondence are visible in the Source of Funds documentation you submitted from your Paysafecard. Please provide an explanation regarding the financial nature of these credit card claims, including the reasons for the transactions and any other relevant details.
Furthermore, to proceed with the verification process in full compliance with our KYC terms and conditions, we kindly ask you to provide a selfie holding your current ID in one hand and a piece of checkered (square or graph) paper in the other. The paper must display your full name, the current date, and the casino name written in a blue ballpoint pen. Your arms should be fully visible from the wrist holding the ID and the paper to your shoulders, and there should be some distance between you and the camera. Please ensure that the background is clearly visible and not monotonous.
Thank you for your understanding and cooperation. Should you have any questions or require any assistance, please do not hesitate to contact us.
Best regards,
Coolzino Casino
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5 months ago
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Hello,
Two days ago I sent the bank statements for January, February and March. Please look at the documents sent.
No card appears in paysafecard. If you look at where it says PIN recharge and it says 12 XXXX and then 4 numbers, it is a PIN which is a 16-digit numeric code and it is not a card.
I also sent this selfie:
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5 months ago
Thank you for the information. We will wait for another update.
Respectfully,
Romi
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5 months ago
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Hello,
Are you referring to me regarding another update? If so, what other update could I provide?
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5 months ago
Hello.
We will wait for an update from the casino regarding the verification.
Thank you.
Respectfully,
Romi
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5 months ago
Dear 1bazat,
Thank you for providing the requested documentation. We are pleased to inform you that your verification has been successfully completed. You may now proceed to request a withdrawal for the full amount.
Best regards,
Coolzino Casino
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5 months ago
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Hello, when I want to make the withdrawal I get this: 
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5 months ago
Hello, all, and thank you for your cooperation.
Dear user,
Could you let us know, please, how the situation with the withdrawal is now?
Thank you.
Best regards,
Romi
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5 months ago
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Hello, I still can't request a withdrawal. It tells me that verification is required, as in the photo I sent 3 days ago. 
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4 months ago
Dear Coolzino Casino,
Could you explain why the player is unable to request the withdrawal, please?
Thank you.
Respectfully,
Romi
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4 months ago
Hello!
We would like to inform you that the issue you experienced was due to a technical problem on our side. This has now been resolved, and your withdrawal request should be possible at this time.
Should you encounter any further difficulties, please do not hesitate to contact us..
Best regards,
Coolzino Casino
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4 months ago
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Hello,
I was able to make the withdrawal and the payment was finally processed. Thank you so much to everyone at CasinoGuru who supported me. You did an excellent job!
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4 months ago
Thank you for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.
Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Romi
Casino.Guru
