Coolbet Casino - Player's withdrawal request is delayed.

I won 230,000 NOK on Coolbet and submitted all required documents for verification. My profile was basically verified from the start, but now they required proof of deposit (the amount of 800kr) - which I provided them with. This final document was uploaded three weeks ago, and I received confirmation from customer support via email that the document met their requirements and that it was good enough, but that it has to be checked by the relevant department. Despite this, my account verification remains "under review," and my withdrawal request has not been processed. I have followed up on mail 1-2 times a week, but I still keep getting the same response.

Coolbet's responses have been generic, stating that the verification process is ongoing without providing a clear timeframe for completion. Additionally, they temporarily closed my account for a "routine security check," further delaying the process. I recently asked for an update and suggested they provide a clearer timeline or more frequent communication, but I received another vague response apologizing for the delay without addressing my concerns.

This prolonged delay, lack of updates, and unclear communication are frustrating and unreasonable for such a large withdrawal. I request Casino Guru’s assistance in mediating this issue to expedite the verification process and release my funds.

Dear Martinkarlsen,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Coolbet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Is your account currently accessible to you?
• Have you made any successful withdrawals from the casino in the past?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi.

Is your account currently accessible to you?

• No. "Your account has been temporarily closed due to a routine security ckeck".

Have you made any successful withdrawals from the casino in the past?

• Yes, no problem in the past. Last withdrawals was like last month.

Did you achieve your current balance with the help of a bonus?

• No, I am not using the bonus system.

Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

• I have sent it.

I value your assistance.

Best, Martin

Dear Martinkarlsen

Thanks for your email and the information provided.

Has the 'routine check' been completed since your last reply?

Please let me know about any updates since your last post here.

The «routine check» has not been completed yet. It has been like this since 8 of november. Mail response is still vague, saying the queue is longer than expected, and that I will be contacted as soon as the verification is finished.

Thank you very much, Martinkarlsen, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.  

Dear Martinkarlsen, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

I will now contact Coolbet Casino outside this complaint thread and let you know any new information once I receive it.

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.

Dear Martinkarlsen, 

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

The casino can reopen this complaint anytime.