Coolzino Casino - Player’s withdrawal request is delayed.

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Coolzino Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Were your other documents verified, and the issue lies solely in proof of deposit?  
• What specific document have you provided?
• What reason for rejecting the documents was given by the casino?
• Did you accumulate your winnings with or without an active bonus?  

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,

Natalia

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.

-Casino

• my other verification went through no problem
• I have a several different stuff I sent over to them that I can send to you if you send your work email to me
• they keep telling me I need more information.. I need to provide full name, Amount, Recipient, Date and Time, and transaction ID. But with several banks not all statements will show all that exact information but I have done my best to do so
• no bonuses

Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru together with supporting evidence? Alternatively, you can post the screenshots here. Thank you in advance.

I have send you a few emails attaching conversations and documents I showed

Did you get my email?

Hello ?

Thank you very much 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.

Hello Twin2233,

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 reason why the player's deposit confirmation documents were not accepted? 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!

We would like to confirm that the verification process is still ongoing.

Due to the difficulty in providing the earlier requested documents, we now require a bank statement which will show all deposits made to your casino account. The previously provided statements do not include all deposits.

Please note that you can see all successful deposits in your transaction history in your casino account.

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

Best regards,

Coolzino Casino

I am about to send statements from two banks that I have. Keep in my mind these statements include all deposits made thus far except a transaction on August 31st as it was a holiday weekend and got posted to the September statement which I have not yet received

so it looks like your security team and the support team are obviously not on the same page because they disapproved my two bank statements which showed all the deposits except for the one i mentioned but they keep asking me for those specific one and the specific times… I would appreciate it if you guys would be on the same page about what documents you guys are requesting and understanding what my banks can and cant send me!!

Dear Twin2233,

We would like to inform you that all deposits made to the casino must be visible on the submitted documents, including the transaction dated 31st August.

As September has now ended, your bank should be able to issue a statement showing this deposit. Please upload the relevant document to your verification page for review.

Thank you for your understanding and patience.

Best regards,

Coolzino Casino

i am still waiting for the statement to come in, but why is your team still messaging me asking me for those two specific deposits ? You guys keep going back and forth and there is no consistency whatsoever. I have a gut feeling that even if I show you guys my September statement which includes that August 31st deposit , that you guys are just going to deny because it doesnt contain all the information you want which will bring up back to step 1…

Dear Twin2233,

The required document is a bank statement that clearly shows the relevant transactions. The statement for August has the deposit from the 31st missing, for the reason previously mentioned. The latest document provided is also for August and does not show the necessary transaction, so it was rejected.

Once your September bank statement is available, please upload it to the verification tab for review.

Thank you for your understanding. If you have any further questions, please feel free to ask.

Best regards,

Coolzino Casino

I have uploaded all 3 statements and it got denied again… i did exactly what you told me to do and you guys rejected ot again

Dear Twin2233,

Are you sure the disputed deposits are clearly reflected in those statements you have recently uploaded?

Please forward the statements to me at michal.k@casino.guru for review.

I just sent them to you. The problem is with my one bank the transaction just shows as etransfer and doesnt show any other details like my other bank statement.. thats why i sent them screenshots of those exact e transfer details which makes you go into another screen but they wouldnt accept that. Also keep in my mind that the Aug 31st transaction they are referring to got posted on Sep because of a holiday, you should see the 200$ etransfer on the September statement at the top

Dear Twin2233,

Thank you for your email with the statements.

Dear Coolzino Casino,

I have reached out to you via email. I'm looking forward to your feedback.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Twin2233,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Michal

Casino Guru