Coolbet Casino - Player's account verification is delayed.

I had to verify my account, okay, normal procedure. Last thing that remained was address proof.

I sent in this 28. November. Today 21. December, they have still not managed to review it. I have asked them over and over, but they keep say "we are working on it".

This is a simple proof of address, and they use so long time. I cant play, access or withdraw money from my account. Absurd. Therefore I complaint.

Hello martinsollie12,

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?
• Is only the proof of address not verified?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

"Please note that we have temporarily closed your account as part of a routine security check.

We would like to verify your account as part of this routine security check and kindly ask you to upload copies of the documents listed below."

This I got 28th November. I sent in address proof at once

Only proof of address not verified

I talked to them 20th of December:

"Hi Martin,

Thank you for getting in touch with us today.

At the moment you don't need to upload anything else, ignore the open slot. Your document just needs to be reviewed!

We appreciate your collaboration and will get back to you shortly."

Dear martinsollie12,

Would it be possible to forward all the communication between you and the casino related to this case to nikolas.b@casino.guru?

Awaiting your response.

Regards,

Nick

I sent mail with the information to the mail you told me. got no response.

Thank you martinsollie12 for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting your from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you martinsollie12 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Coolbet Casino for their help in resolving this complaint. We would like to know what is the issue with the verification and what can we do to help resolve this issue.

Thank you!

They finally answered. I now got opportunity to withdrawal, so you can close the case. if I get troubles, I will let you know.

I want to add something. They are now not allowing me crypto withdrawal, even though I deposit with crypto. I have to use crypto, I cant use bank when I dont have Revolut, and I cant receive money on norwegian bank because they have banned from betting companies in norway.

Really disappointed over Coolbet.

Dear martinsollie12, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

they say this crypto option is gone at the moment, and will come later. so I just have to be patient.

Dear martinsollie12, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear martinsollie12,

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.

yes I am aware. it seems that it will sort itself out. but I want these 6 days anyways.

Wow. This is so much back and forth.

after depositing with blixtpay and verifying 3 different documents, i withdrew suckessfully with blixtpay. But i tested only half of money. I sent another withdrawal, but this time rejected, and now suddenly i cant do it.

now i am stuck, i cant use norwegian banks . Coolbet is really disappointing me

the answer i get:

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Malta Gaming Authority (https://www.mga.org.mt/player-hub/lodge-a-complaint/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter