The player from Sweden was unable to withdraw 6,712 SEK from Coolbet after a winning streak. The casino requested address verification and pictures of a bank card, which the player used digitally. Despite submitting a bank statement, the player did not receive a response, and the funds remained on hold. The issue was eventually resolved as the player confirmed receiving the money.
Coolbet Casino - Delayed winnings withdrawal from Coolbet.
Amount: 6,712 kr
Coolbet Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.2
Coolbet Casino has a Safety Index of 7.2, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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5 months ago
Translation
Hello Casino Guru,
I need your help with an issue I’m having with Coolbet. I am trying to withdraw 6712 SEK, and I have never had any problems depositing or withdrawing money before. It’s just when I went on a winning streak that it seems like this site is now harassing me and requesting address verification and pictures of my bank card, even though I don’t have a physical card and only use a digital card. I have submitted the files they asked for, and they said that a bank statement showing the purchase on their site would be sufficient. Despite this, they still haven’t responded and are still holding my money. I need your help.
Automatic translation:
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5 months ago
Dear pedramafsharpour8,
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 the payment method seems to be the only obstacle standing between you and your winnings?
- Have you provided all the other personal documents to verify your identity?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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5 months ago
Translation
Hi Petronela, thanks for your reply.
Yes, I was able to play without any problems until I requested a withdrawal. It feels like they want you to play and lose. Why didn't they want this extra information before I won? I have already been verified through Swedish BankID and also verified myself through identification with ID before when I first created the account a long time ago. But now they come with these strange extra requirements that feel like harassment just because I want to withdraw a larger winning amount.
I really hope you can help me solve this problem as soon as possible.
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5 months ago
Translation
Hi, the matter is resolved, I received the money.
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5 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, pedramafsharpour8, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
