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.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

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

Thank you I provided my latest reply to them

:332 is my Luxon Pay Mastercard. I have uploaded a letter from Luxon Pay dated 19 March 2025, signed by their Head of VIP Service, confirming that I hold that card and the associated EUR account, with the account details set out on it. I am also obtaining the full Luxon statements covering February to April 2025 and will upload them as PDFs as soon as Luxon issue them.

I should explain the account itself, because it will look unusual otherwise. I keep this Luxon wallet completely separate from my main bank account and use it only for gambling. The funds credited to it are withdrawals from Celebrino Casino, which is operated by Hitz Gaming OU and licensed by the Estonian Tax and Customs Board. That is why the credits appear under the description "HitzG/celebrino.com" rather than under my own name or an employer.

Before I go any further, please tell me whether winnings from another licensed casino are acceptable to you as a source of funds. If they are, I can provide my Celebrino username and request the full transaction history from that account, so your team can match each withdrawal there against the corresponding credit on the Luxon statement.

Please confirm whether the Luxon statements for February to April 2025, together with the Celebrino transaction history, will be enough to complete the verification, or whether something further is needed. I would rather send everything in one go than go back and forth on this.

Kind regards,

We’ve reopened this complaint at the request of Branz12. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Coolzino Casino, I have been informed by the player that the account has been closed due to the verification taking more than 15 days. However, from my understanding the player has been reuqested to provide different documents at diffrent times, which sounds like it would not be possible to stick to the 15 days KYC unless the timer resets each tiem a new document is requested. Could you please provide details regarding this issue? Thank you.

Great looking forward to a resolution.

Dear Branz12,

We would like to inform you that your account has been closed because the requested documents were not provided within the 15-day period specified in our Terms and Conditions.

However, account closure does not prevent you from completing the verification process in order to receive the remaining active balance on your account.

At present, we require source of funds documentation. Please provide a bank statement for the card ending in 1332, covering the period from February to April 2025. The statement must clearly show all deposits made to your casino account, as well as the related transactions during this three-month period.

You may submit the requested document by email to support@coolzino.com, using "CasinoGuru" as the subject line. Our team will review it as soon as possible.

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

Kind regards,

Coolzino Casino

Done and thank you so much.

I would like to thank both sides for the confirmation.

Dear Coolzino Casino, from my understanding the player has sent you requested documents by e-mail. Please let us know once everything has been checked, whether the KYC procedure can be finished or if anything else is required. Thank you.

Dear Branz12,

We would like to inform you that we have not received any new emails from you following our verification request. If you have been using an email address different from the one registered to your account, please let us know.

If possible, we kindly ask you to reply directly to one of the emails we have previously sent you, or to ensure that your message is addressed to: support@coolzino.com.

As soon as we receive the required documents, they will be reviewed as quickly as possible.

Best regards,

Coolzino Casino

Dear Coolzino Casino, I believe the player has sent a message to the correct support mailbox on Tuesday, 14:53 CEST, with subject "CasinoGuru". Could you please check your mailbox? I was CCed into this message and received it without issues. The message has been sent from the original e-mail address the player provided for this complaint as well. Thank you.

Hello,

After conducting an extensive review, we were unable to locate the email containing the requested files.

To ensure that we receive the documentation successfully, we kindly recommend replying directly to our previous email, as you have done previously. Alternatively, you may send the documents to our contact email address at contact@coolzino.com.

We recommend using the reply option first, as we were previously able to receive your response, including the attached documentation, without any issues.

Thank you for your understanding and patience.

Kind regards,

Coolzino Casino

Sent again!

Since I have also received the message from the player, I have forwarded it myself to the support and contact mailboxes of Coolzino. Please, let us know once you receive them. Thank you.