Coolbet Casino - Player’s account verification is delayed.

Hi CasinoGuru,

I have a problem with the verification process of my account. Suddenly when I tried to log in, my account was blocked and required further verification. I do accept that casinos need to do checks on their players, but this time it has taken a long time.

Firstly I was asked to verifiy ID and proof of adress, and they were accepted swiftly. However, for proof of payment, my initial documents were declined. Then they asked for a bank statement of my ewallet. I have uploaded the statement more than one week ago, and it has not been reviewed despite being told it would take maximum 72 hours. I do not know why the processing time suddenly spiked this much. The live support has told me multiple times that it will be reviewed soon, but that has not happened. I Hope you can assist me. I feel like they try to tear me down.

My initial deposit was 250€ and my winnings were 205€ (football event).

Hopefully this case will be closed soon.

Kind regards

Linn

Hello Linniniko,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Coolbet Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which exact documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

The verification process has been going on since 20th September. My passport has been accepted for proof of ID, and a electricity bill has been accepted for proof of adress.

Coolbet then proceeded to ask for proof of payment, which I have tried to provide. They asked specifically about my deposit of 250€. I sent them a receipt from my ewallet, screenshot of ownership and a bank statement of a shorter time frame, in which the deposited was displayed. All were declined.

However, Coolbet wanted a bank statement fot the last 30 days, despite not being relevant for the requested deposit. My ewallet was not even 30 days old at that time, but I sent a statement for the whole lifespan of my ewallet. This document has not been reviewed despite asking them countless times via live chat. And every document until this one was reviewed within hours.

Last time I spoke to the casino was today, 29th of September. They have said that it will be reviewed soon, just like every time I have spoke to them.

I feel like the casino goes beyond their mandate in this process, and thats why I have seeked assistance to ensure that the case gets handled in a fair manner. From my side, I think I have done more than enough to comply with the casinos verification. I do understand that they have the right and obligation to do such reviews.

Kind regards

Linn

Dear Linniniko,

As mentioned earlier, the verification process typically takes up to 14 days. If it has not been completed by tomorrow, please inform us, and we will do our best to assist with further intervention.

We look forward to your response.

Best regards,

Nick

Hello.

I am willing to wait. Coolbet's support has told me that my account needs to be investigated, but they do not want to provide me a reason for that. I will accept that and be patient, but they should be able to explain why if the wait gets longer than what is reasonable.

I have contacted you to have another layer of security in case I get treated in an unfair manner by the bookmaker.

Kind regards

Linn

Dear Linniniko,

Could you please provide us with an update on the status of your account verification? Has the process been completed, or is it still ongoing?

Looking forward to your response.

Kind regards,

Nick

Hello.

It is still ongoing and it is the same message from the support. They do not know how long it will take.

Kind regards

Linn

Dear Linniniko,

Thank you for providing all the necessary information so far. I will now forward your complaint to my colleague, Michal (michal.k@casino.guru), who will assist you moving forward.

Please note, if the delay or any other issue arises from your sports betting activity, we may have to close the complaint, as we handle only casino-related matters.

Thank you for your understanding, and Michal will be in touch shortly.

Best regards,

Nick

Hello Linniniko,

I'm Michal, and I have taken over your complaint. I have reviewed this case and although I understand that the KYC process can be sometimes frustrating and lengthy, but the casinos need to follow rules and regulations as well, so although I can empathize with you that the whole process can be done more user friendly or quicker, it is a standard procedure that the casinos are entitled to. The casino has this mentioned in its terms and conditions:

2.1.6 You are hereby notified that the Operator carries out verification procedures, whether itself or through third parties on You on the registration and/or during the duration of the Agreement. Furthermore, You might be requested to provide the Operator or third party with documents, such as a copy of the passport or ID card, proof of home address, proof of financial instruments used.

However, the Operator will carry out additional verification procedures and the identification of the Users for any deposit/withdrawal or number of deposits/withdrawals which cumulatively amount to or exceed the equivalent of EUR 2,000 and reserves the right to carry such verification procedures in case of lower deposits/withdrawals. Additionally, the Operator may request identification documents for all withdrawals and perform enhanced due diligence in respect to withdrawal of funds not used for wagering. Your Member Account may be blocked or closed if You do not provide requested information or documents, or if such information or documents You supply is/are found to be false or misleading.

The Operator or third party reserves the right to perform additional security checks, which may include but are not limited to requesting additional documentation and other means of verification. In certain circumstances, the Operator may ask You to provide information in relation to Your source of funds and/or source of wealth. This includes supplying a source of wealth declaration and any supporting documentation as to the declared source of wealth, including but not limited to bank statements and payslips. The Operator retains the right to block Your Member Account and limit any further transactions if You fail to provide the Operator with the information and documentation requested. The Operator may further suspend the available balance from the Member Account to comply with the legal and regulatory obligations including anti-money laundering, anti-terrorist financing and fraud prevention obligations.

With this being said, I will contact the casino to shed more light on this matter.

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

Dear Coolbet Casino,

I kindly request your assistance in clarifying why the submitted documents were deemed insufficient to complete the player's KYC process. If this information cannot be shared publicly please forward it to me at michal.k@casino.guru

Hi!

My ewallet/bank statement for the method that I used for deposit was insufficient. I have been asked to provide a bank statement which shows the deposit/funding of the relevant ewallet. I have uploaded this document and it is being reviewed, and I will let Coolbet have some time to review it.

Kind regards

Linn

Hello.

My account finally got verified after one month. I kindly request to close this case.

Kind regards

Linn

Dear Linniniko,

I am pleased to hear that the verification process has been completed successfully and that your account has been reinstated. I am confident that you will now be able to fully utilize all the features of your casino account.

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Linniniko, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Michal 

Casino.Guru