Coolzino Casino - Player’s withdrawal is delayed due to document requests.

Hello,

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 you sent the last one?
• Has the casino approved all documents you've submitted so far?

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

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

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If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Could you please advise which documents you have already provided and when exactly you sent the last one?

8 Payslips and 4 bankstatements.

This was required.

First they keep asking me for specific payslips from weeks payslips. So i have to get it. After I provide this they ask me for a bankstatement from 1 February. It seems that they couldn't read the bank statement as my bank was created in 29 January. I showed them proof of this when the bank was created.

Then they asked for what incoming payment was said it was a incoming payment from a another bank. This was not the case it was incoming salary and the pay slips those match it.

So I provided that answers. No they are asking me for payslips from April and May. I not understand it it's asking for documents for the future I played at 6 March at the casinos I provided all the incoming statement I could possible provide.

It looks like it's amaturistc team is looking at my documents. I hope we can resolve it by you mediaton.

Has the casino approved all documents you've submitted so far?

Yes all my document have been APPROVED.

"  

 

We are pleased to inform you that your account is now verified at Coolzino. In case any other documents are required, we shall let you know. Thank you for your assistance.

Coolzino Team

 "

I just get replies from asking the same documents from start to bottom.

Thank you very much for your reply. 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.

Dear Branz12,

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 already sent everything didn't you receive it? I will send it again.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@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.

Hello Branz12, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Coolzino Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s verification is being processed longer than usual? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear Branz12,

We would like to inform you that your verification process is still ongoing as part of our standard Anti-Money Laundering (AML) procedures. This is necessary because the suitable documentation required has not yet been provided.

Specifically, we require Source of Wealth documentation in the form of a bank statement clearly showing all individual payslips credited to your bank account. The statement should cover the period from 1st February to 30th April. Unfortunately, the documents currently provided do not contain all the necessary information and therefore have not been accepted.

Additionally, we require Source of Funds documentation, which is a document (or several documents) showing the transfer of the funds you have deposited into our Casino. The exact documentation depends on the payment method used and may include a PDF bank statement or e-wallet transaction history.

Please upload the required documents through your verification page. If you experience any difficulties, you may also send the documents via email to support@coolzino.com, where they will be forwarded to the dedicated verification team for review.

Thank you for your understanding. Should you have any further questions, please do not hesitate to contact us.

Best regards,

Coolzino Casino

I would like to thank the Coolzino Casino for a quick response!

Dear Branz12, can you please let me know once you send the casino all the requested information? Thank you.

Thank you for the confirmation, Branz12, much appreciated!

Dear Coolzino Casino, can you please let us know if everything is in order now and what will be the next steps? And as usual, in case of any issues, or sensitive information you cannot share publicly, please do not hesitate to e-mail me directly at matej.l@casino.guru, so we can see what would be the best next steps. Thank you.

Dear Branz12,

To provide further clarification, the AML (Anti-Money Laundering) procedure requires verifying your Source of Funds over a specific period, in addition to your Source of Wealth. In this instance, the required period is three months.

The payslips you provided begin in early February, while the bank statements start from 26th February. As a result, not all payslips are visible on the statements. We still require a bank statement that shows all provided payslips being credited to your account.

Additionally, we still require Source of Funds documentation that shows the deposits made to your casino account. The exact type of documentation depends on the payment method used and may include a PDF bank statement or e-wallet transaction history. You can verify your deposit amounts and dates in the Transaction History section of your casino account.

We are unable to proceed with the verification process until the required documents have been submitted.

If you have any further questions or need assistance, please let us know.

Best regards,

Coolzino Casino

I would like to thank the Coolzino Casino for providing the clarification and steps to follow, for quicker resolution of this complaint.

Dear Branz12, please let us know within this thread once you submit the correct documents, to keep us posted. Thank you.

Dear Branz12,

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.

Sorry they can see all the payslips all the payments. Why do I need to sent everything in the future?

I think this is really weird. Can they just close my account and return my deposits?

What do they want with all my payslips?

Dear Branz12, I think I see the issue here. The casino needs the statements for 3 months as a part of a standard verification procedure. If your account is functioning only since the end of February, kinda makes sense the statement needs to be between end of February until the end of May (3 months altogether). As we are in August now, I think you should have no issues providing the documents requested by the casino and hopefully the process can be sped up on their end, to solve this complaint quickly.

Please, provide the casino with the following:

• payslips that can be clearly traced to your bank statement
• bank statement for 3 months showing the previously uploaded payslips being paid to your account, as well as deposits made into your casino account
• in case the deposits were made by e-wallet, please upload the transaction IDs as well

I know this is frustrating, but AML checks are vicious, as the casino can get a hefty fine if they let anything to slip. Which is why the team may be overly zealous with their investigation. I would recommend to bite the bullet for the one last time, provide them with exactly what the AML team is requesting, then you can get verified and enjoying the winnings in full. I would also ask the casino to speed up the verification process to make sure it is not prolonged more than necessary. Please, let me know once you upload the documents, and I will swap the timer towards the casino. Thank you!

Dear Branz12,

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 trying to get it but giving them documents for in the future. it's hard.

Since it's September already, I would assume obtaining bank statements for "June - August" should not be a problem. The casino is not asking for the future statements, just the ones that are "not older than 3 months".

I will swap the timer your way one more time, but if you fail to provide the necessary documents, I will be forced to reject this complaint.

Dear Branz12,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Matej
Casino.Guru