Coolzino Casino - Player’s withdrawal is delayed.

Coolzino casino are delaying the payment of 1000€ balance after I have sent over all the documents asked for. All verification has been done and the account was verified. I made a withdrawal of the first 1000€ as per their limit and I received that without any problems.

I made the next withdrawal for the 1000€ balance, and it was declined. I was asked to provide proof of payments documents, and I had it sent to them. It was approved, and I made the withdrawal again, on 19th March.

On24th March, I followed up with the casino and asked where is my payment.

They asked me to complete a questionnaire on26th March, which I did as well.

They then asked me for source of funds for the account that I deposited with and I had everything emailed over to them. They say that the document was disapproved, I then sent over more screenshots and proof of funds explaining everything in detail.

I don't know what more to do to be able to get my winnings.

Please assist in this matter.

Dear rjcooney,

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.

• Do I understand correctly that verifying your source of income currently seems to be the only issue?
• Did the casino provide any explanation why your last document was rejected?

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,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi,

Yes, I totally understand that KYC is important and I appreciate that checks are being done to prevent fraud, although I have given everything and its inconvenient going over the same thing over and over, my account has been verified several times and I have received a payment,. so why the complications for the balance?

Yes, verifying my source of income currently seems to be the only issue. The reason being that the document does not show the Iban number with the transaction history.

Thank you very much for your reply, rjcooney. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Sent. Thanks.

Thank you very much, rjcooney, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) 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 rjcooney,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Coolzino Casino to join the conversation.

Dear Coolzino Casino,

Could you kindly offer clarification regarding the requirements necessary to facilitate the player's withdrawal? The player has indicated that they have previously completed the verification process and have successfully received withdrawals in the past, so the current situation seems to be quite surprising. If there are any factors influencing the situation that are not suitable for public disclosure, kindly share them along with any relevant evidence with me at michal.k@casino.guru

Hello!

To proceed with the verification of your gaming account, we kindly ask you to provide receipt for transaction made on March 12 for amount 4000 EUR to your payment account **5956 connected with your card used for depositing. On the provided receipt we need to see transaction sum, date, number of your payment account (if applicable) and sender’s details. The following payment confirmation required as source of funds used for gaming.

We are legally obligated to comply with anti-money laundering (AML) regulations, and the aforementioned documentation is required for verification purposes.

The Company adheres to and complies with "Know Your Client" principles, which aim to prevent financial crime and money laundering through client identification and due diligence.

The Company reserves the right, at any time, to ask for any KYC documentation it deems necessary to determine the identity and location of a user at coolzino.com. (hereinafter – the Website). We reserve the right to restrict the service, payment, or withdrawal until identity is sufficiently determined, or for any other reason in our sole discretion based on the legal framework.

We take a risk-based approach and perform strict due diligence checks and ongoing monitoring of all clients, customers, and transactions. As per the money laundering regulations, we utilize three stages of due diligence checks, depending on the risk, transaction, and customer type.

Best regards,

Coolzino Casino

Thank you for the clarification, Coolzino Team.

Dear rjcooney,

In light of the casino team's feedback, we must agree with their request. It is essential for every player to submit the required verifiable documentation to successfully complete the Know Your Customer (KYC) and Anti-Money Laundering (AML) processes, of which the Source of Funds (SOF) and Source of Wealth (SOW) are important parts. These are standard industry practices that are typically activated when a player makes a withdrawal request exceeding a certain threshold; however, they may also be initiated at any time if the casino team finds it necessary.

Regarding your comment: "They say that the document was disapproved, I then sent over more screenshots and proof of funds explaining everything in detail."

Kindly send me all the documents you have submitted to the casino thus far for evaluation at michal.k@casino.guru

All has been sent.

Hello?

Do I need to do more?

Dear rjcooney,

I have not received any email from you yet. Can you please confirm that you sent an email to me at michal.k@casino.guru?

all has been sent here kristina.s@casino.guru you got it to now.

Dear Ryan,

Thank you for your email; however, I noticed that there are no attachments included. Please send me all the documents you have submitted to the casino up to this point for the KYC and AML process at michal.k@casino.guru

Dear Ryan,

Thank you for your emails with the documents.

Dear Coolzino Casino,

It seems the player has provided you all the documents they are able to provide, including evidence about the abovementioned transaction made on March 12.

I'm hopeful this has clarified the situation.

Please let me know when the player's KYC and AML verification will be completed and, consequently, when the withdrawal will be processed.

I have also reached out to you via email, so I'm awaiting your timely response.

Hello!

We still require a transaction receipt of the previously specified sum, which would include the sender's details.

The document should be uploaded to the user's verification page, and we will check it as fast as possible.

Dear Michal,

We have replied to your email.

Best regards,

Coolzino Casino

Sorry again you are closed the uploading page. Please specify what you want exactly it's really unclear to me.

Dear rjcooney,

You should be able to upload any additional documents directly to your verification page. However, if this is not possible, please forward the documentation to our team at support@coolzino.com, and we will ensure it is promptly directed to the appropriate department.

We would also like to reiterate that we require a receipt for the transaction made on March 12, in the amount of €4,000.

If you have any further questions or need assistance, please do not hesitate to contact us.

Best regards,

Coolzino Casino

Uploaded

Hello, rjcooney!

Thank you for your recent submission. We would like to inform you that the document provided has been rejected, as it appears to be a screenshot of your personal Mr. Green account details.

While we appreciate your cooperation, please note that in order to proceed with the verification process, we require a receipt for the transaction of €4,000 made on March 12.

You should be able to locate this receipt by using the dropdown menu in the transaction history section of your Mr. Green account, which should display full details for the transaction. Alternatively, you may provide an external receipt that clearly shows the sender’s information.

As previously mentioned, you may upload up to three documents per verification attempt. Should you encounter any issues with uploading, please forward the necessary documents to support@coolzino.com, and our team will ensure they are redirected to the appropriate department.

Thank you for your understanding.

Best regards,

Coolzino Casino

Dear rjcooney,

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.

There is nothing to see there.

just some transaction reference. I not understand that proof of funds can't be accepted for casino by a casino?

A casino knows that that they don't hand out notarized winning documents or anything.

I will try but there is NOTHING to see.

Hope casino guru can shoot to help.

They will request the tax returns from mrgreen later on.

Dear rjcooney,

Although I can understand that, as you say, there is no such information that the casino team might be looking for, why not just provide it to them so they can verify that?

Maybe if you shoot a short video on how you log in to your Mr. Green account, show the account info to confirm that this is an account held in your name, and later move to the withdrawal section and click on the withdrawals dropdown menu for the certain transaction to confirm that there is not much information there. Send the video to the casino and me at michal.k@casino.guru, or upload it somewhere where we can download it from. I trust this will clarify this situation once and for all.

Can you do that, please?

Dear rjcooney,

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.

I am on holiday now can't come on the mr green site will check soon

Dear rjcooney,

While I acknowledge your right to book a holiday on dates that suit you. I also acknowledge that your case has been dragging for a considerable time now, and the casino team might have requested some documents that are not usually needed; however, even your cooperation with this is not really what I would call ideal. If you had provided the casino team the requested documents, regardless of whether they would be as helpful as they anticipated, this case could have been clarified/resolved. You must understand that your full cooperation is expected for us to be able to help. The prolonged verification is a result of a combination of your inability to provide clear and valid documents that would demonstrate a legitimate source of funds and the additional requirements for documents from the casino team to comply with their processes regarding the KYC and AML regulations.

I will extend the timer by an additional 7 days; however, if you do not cooperate as anticipated and continue to prolong the situation by identifying obstacles rather than providing the required documentation, I will have no choice but to close your case as rejected.

I am frankly irritated and frustrated by your latest message. While I acknowledge my right to book a holiday and understand my case has been dragging, I find it outrageous that you claim my cooperation is lacking. I have provided full cooperation, submitting every statement and document imaginable more than I’ve ever seen requested in my life! A deposit of just 150 euros has led to demands for my entire financial history, which is completely abnormal and feels like shooting in n the dark about nothing. I’ve given you all the statements on this earth that I can provide, and yet you continue to pile on additional requirements.

The fun in playing has long vanished due to this ordeal. It’s unethical, and if Coolzino were in any regulated country, this level of excessive verification seemingly designed to keep my money on the account in the hope I gamble it to zero would not be tolerated. The prolonged verification stems not just from my documentation but from your team’s overzealous and unnecessary KYC and AML demands, which go far beyond what’s reasonable for a 150 euro deposit.

I’ve already submitted clear and valid documents, including MiFinity transaction reports and screenshots, demonstrating a legitimate source of funds. Your assertion that I haven’t cooperated is unfair when I’ve exhausted every option available to me.

I look forward to a prompt and fair resolution.

email the screenshot requested thank you.

Dear rjcooney,

Based on your response above, it seems that you have not paid your full attention to my post.

The prolonged verification is a result of a combination of your inability to provide clear and valid documents that would demonstrate a legitimate source of funds and the additional requirements for documents from the casino team to comply with their processes regarding the KYC and AML regulations.

I acknowledge that you provided the casino team with your Myfinity statement and other "standard" documents; however, you have still not provided clear, valid documents of the transaction that the casino team required.

As you can see in their response:

"Thank you for your recent submission. We would like to inform you that the document provided has been rejected, as it appears to be a screenshot of your personal Mr. Green account details.

While we appreciate your cooperation, please note that in order to proceed with the verification process, we require a receipt for the transaction of €4,000 made on March 12."

This seems to be the last obstacle. It is not exclusively connected to your deposit; rather, it pertains to the source of funds (SOF), which plays a crucial role in the KYC/AML process.

I have reviewed your other case with CryptoLeo, and it is essentially the same scenario.

I comprehend that you either do not possess or are unable to furnish a "standard" document regarding this matter, as you have indicated, but as I previously stated, why not simply share with the Coolzino team all the information you have concerning the transaction of €4,000 conducted on March 12, so they can verify it? In my opinion, the brief video I suggested would be quite beneficial.

I find myself wondering. Rather than attempting to clarify this issue and supplying the casino team with the requested documents, you prefer to post a response, which you are certainly entitled to do, but this does not help your situation basically at all.

If you are concerned about accessing your Mr Green account from abroad, you may inquire with them via live chat regarding your ability to do so and/or explain the rationale behind it. Furthermore, you can request if they can provide you with any proof or evidence of your withdrawals and forward this information to the Coolzino team. Should Mr Green be unable to provide this, you would at least possess some form of proof indicating that you cannot supply any additional evidence.

In any case, this would be at least somewhat helpful.

Our objective is to assist you with your complaint; however, it is essential for you to recognize that your cooperation is crucial. The Coolzino casino is entitled to request these kinds of documents from you as per the source of funds (SOF) verification.

I highly encourage you to collaborate to the fullest extent possible.

Email sent with the document

So you have my income statements with incoming payment and the my personal withdraw connected to it.

Dear rjcooney,

Thank you for your email.

Dear Coolzino Casino,

Is the situation regarding the transaction clarified now, or is there still anything further you need?

Hello!

We would like to inform you that we have received the screenshots containing all relevant information from your Mr Green account via email. Our team is currently reviewing them.

This process will not take long, and we will inform you as soon as possible with an update.

Thank you for your patience.

Best regards,

Coolzino Casino

" We are contacting you regarding your recent issue. Your account has been permanently closed due to fraudulent activity, and your winnings were confiscated. The company has a strict anti-fraud policy"

What a cancer for the gambling society, Aske for everything document I can possible get. When there i no way not to pay. You throw in a generic reply that never holds up in the court of law.

I want ALL my deposits back. I never did something in manipulation I just gambled with money. There is NO WAY to game the slots and casino games I play.

I expect ALL MY DEPOSITS BACK.

I would like to be AWARE THAT NOBODY PLAYS HERE ANYMORE.

Worst is requesting BANKSTATMENTS FOR A LIFE TIME AND NOT UNDERSTAND ANYTHING what is on there. Debit credit liabilities salary's.

Just request documents for the urge of requesting.

Dear rjcooney,

That is a bit of an unexpected twist of circumstances.

Dear Coolzino Casino,

I kindly request that you provide me with the explanation, along with supporting evidence, that resulted in this decision at michal.k@casino.guru.

Dear rjcooney,

We would like to inform you that your account has been permanently closed due to fraudulent activity, and your winnings have been confiscated due to breach of our Terms and Conditions:

The company has a strict anti-fraud policy and uses various anti-fraud tools and techniques. If the player is suspected of fraudulent activity, including but not limited to: participating in collusion of any kind with other players; create two or more accounts, engage in other types of fraud, the Company reserves the right to terminate this account terminate and suspend all accounts and payouts to the player. You are allowed to have only one (1) account. Only one account for each household, IP, and PC is allowed. Also, any returns, deposits, winnings, or bonuses which you have gained or accrued during the same time as the duplicate account was active will be forfeited by us and may be reclaimed by us, and you will return to us on demand any such funds which have been withdrawn from the duplicate account. 

Dear Michal,

We have provided further details via email. Please take a moment to review them when you have the time.

Best regards,

Coolzino Casino

Hello rjcooney,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear All,

Thank you for your patience during my absence.

Dear Coolzino Casino Team,

Thank you for your email with the information and evidence.

Dear rjcooney,

I have received evidence that supports the casino's decision. Regrettably, after collecting and examining all relevant information and evidence, we must reject this complaint as unfounded due to violations of the casino's terms and conditions as well as the bonus terms and conditions. This includes, but is not limited to, the creation of multiple accounts in quite close succession that are linked by the same IP address, the use of the same payment method across related accounts, depositing identical or very similar amounts, claiming the same bonuses, and participating in the same or remarkably similar gameplay, which cannot be considered as mere coincidence. Casinos have a very strict policy regarding multiple account cases that have been used in this way, and the casino has acted according to its terms and conditions as mentioned above.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.

Best regards,

Michal

Casino Guru