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