CoolCasino.io - Player is experiencing a delayed withdrawal at the casino.

Good evening! My name is Konstantinos *****! Here I report my complaint about the employees of COOLCASINOIO who have been mocking me here and there for so long for my withdrawal of 13000 euros and the problems they created for me in my daily life and in my professional life! Their intent is racist and you can tell by the mocking emails they have towards me! I DON'T BLAME COOLCASINOIO BUT I BLAME the people who have been making fun of me for so long! I care more about the racism I received and not about the amount of money!

Dear Konstantin1982,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

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

Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

When did you request a withdrawal from the casino? Is it still pending in your account?

Looking forward to hearing from you.

Best regards,

Tomas

Thank you for your interest! My withdrawal was made on 06-22-2023! I will send you all the emails! After sending my documents and after seeing my nationality they started making fun of me! they send me other bills that I made a deposit, then they say they forgot to tell you the withdrawal account, after I sent all the papers 3 times they sent the money back to my old account! in short they are making fun of me!i have so many documents but i can't send you because the site say its many!

Hello again! Here is the answer from coolcasino.io about the KYC! It was the same date when i did my withdrawal!

Do I understand correctly you previously attempted to withdraw your winnings to the account the casino specifies in their email to you( SE70 **** 20), but were unsuccessful?

Have you made any successful withdrawals from the casino to the newly requested bank account?

Good evening! Yes I had made a withdrawal! If I remember correctly it was in April and it was in my old bank account! There was no problem!

The second withdrawal was not made by me but by the casino itself! The 13000 euros I withdrew on 22-06-2023 never returned to me! I HAVEN'T SEEN THEM SINCE! The second withdrawal was made by the casino itself on 07-07-2023 again to my old account! So the documents and depositions they asked me for are obviously never checked or they are fooling me! 10-11- and 12 July I ask them the following question?? Where is my 13000 euros?? They don't answer anymore!

Good Evening! Do you need anything else?

Thanks for your patience,

Do I understand correctly you deposited in the casino using a bank account different from  (SE70 **** 20) and later requested your winnings to be sent to a new bank account, but the withdrawal was processed to a bank account you didn't specify in your withdrawal request?

Could you please send me a screenshot of your transaction history, with your most recent deposits and withdrawals visible? Please post the information here or send it to my email at tomas@casino.guru

Good morning! for the last 2 months I have been using my new bank account! my old account from my old bank is now inactive! Before I closed my old account I had made a withdrawal (to my old account) In the last 2 months that I have been playing with my new account I have not made any withdrawal because I did not win! But now that I won and wanted to make withdrawals my withdrawal account was not updated with my new bank account! I have emailed support@coolcasino.io all the requested documents as well as the removal of my old account! This means that if my old bank account isn't valid then neither is the card or whatever was linked to it!I explained this to them and sent them all the legal documents! I'll send you his entire email history from the beginning so you can read it and understand why I'm so mad at them! I am sending you the email to tomas@casino.guru.also to point out that my first withdrawal was 50 euros to my old account which was in withdrawal accounts! The next day the 50 euros were returned to my account and they asked me for KYC certification which was done successfully! On 22-06-2023 after my KYC was completed I went to withdrawal accounts which had my old accounts again! Since my deposits, however, my card had been canceled and there was no longer just my Revolut card and my new bank's card! I contacted live chat to tell them that the withdrawal accounts are not valid because I also want to withdraw! Before all this I HAVE ALREADY SEND ALL DOCUMENTS TO KYC! The response from the live chat was make the withdrawal and we will send the money to the account of the last deposit and that our team knows their job! And so I did it I reactivated one of my old accounts and that's where it all started! after no money came into my account I contacted the live chat again to ask what is happening with my withdrawal and after I explained to her from the beginning or your answer was that the mistake is mine and that I have to wait! I answer her that I have already sent all the necessary documents and everything was fine! I also asked on live chat about my withdrawal account and the answer I got was withdraw and the money will go into your last deposit account! She was a bit aggressive with me because she probably thought I was making fun of her! She again asked me to send her my new bank Account and forward it to the relevant team! So I am sending my new account again!After a few days have passed, I contact the live chat again and ask them what's going on with my situation! Their response was that they have no update and that they will notify me by email! I ask him again why my new account has not yet been updated by my new bank since I have sent all the documents they asked me for? The answer was that they probably forgot to update! Also to point out after I made my withdrawal of 13000 euros there was still a pretty big balance in my account! A week after the withdrawal they send me an email that the withdrawal I made on 22-06-2023 was not due to a wrong bank account and they again asked me for all the necessary documents deposits accounts and also asked me for an account I made a deposit with last 4 digits not they opened to me!I asked them for information about this account in detail and I didn't get any response except that all the documents I sent went successfully to the relevant department! After waiting another week on Friday 07-07-2023 they sent me an email that the amount of 13000 euros was deposited by them NOT BY ME because from 22-06-2023 the amount of 13000 euros I had withdrawn never returned to my account ! They had it themselves! So after the successful deposit was made to my account by the responsible team, I immediately reply to which account you have made this deposit! Their response today was immediate via email and was that the deposit was made to my old account ending in 2. I email them immediately and ask why are you sending them back there? His response was immediate that I will discuss it with my team and let you know!now i'm very angry because i'm being fooled and i have no idea where my money is! After a few days they send me an email and tell me that THIS PROBLEM HAS BEEN DUE TO YOUR INCORRECT DETAILS YOU SENT US AND ALSO TELLS ME THAT MY DEPOSIT WAS MADE BY MY NOW CORRECT BANK ALSO TELLS ME THE LAST 4 DIGITS AND THEY WERE CORRECT ...and also that this will take some time to investigate! HOW MUCH WHAT FUCK HOW MUCH?? I told him that I am very upset and tired of this whole situation! Since I am very kind as a character, I apologized to him if I was a bit abrupt at times! After two days I asked them again by email (can I please have an update where is my 13000 euros? I have not received any response since then! I have lost contact with them! but because I started to worry with all this I had the complaint here because I thought they were going to fool me again!And from what I understand that's why they don't respond anymore!

I have sent you all the details in the email you sent me!

Thank you

Here is also my deposits

I want a confirmation if you have received my email!!

Also to let you know my account is normally open and I had no problems! Also I will show you my deposit account which contains my two cards from revolut and my new bank! and withdrawal accounts where they STILL have not been renewed with the new one!

I've received your email. Thank you very much, Konstantin1982, for providing the necessary information and for the detailed explanation of the situation. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Hi Konstantin1982,

I've just reviewed your case and am very sorry that you came across such an issue. In order to help you resolve the problem, I will contact the casino.

I'd like to invite CoolCasino.io to join this conversation and participate in the investigation.

Can you please explain why you have sent the payment to the player's old bank account despite the fact he was asking you to change his payment method to a new bank?

Thank you.

Best regards,

Tomas

Good evening! I just received this email!

Dear Konstantinos,

Dear Customer, Vbet.se is temporarily closed and will refund your outstanding balance. Please submit your bank details so we can process this refund.

Please include your PLAYER ID in the email.

the email from this casino came at the exact same time as yours!

Dear Konstantin1982,

I can confirm I've seen the communication between you and the casino. It appears they're again asking you for the same documents, specifically a bank statement that should confirm your new bank details in order to proceed with the transaction.

Just to be sure, have you sent it to the casino?

Please keep this complaint thread updated because it seems the casino won't react publicly. Thank you.

Kind regards,

Tomas

Good morning! Yes, I have re-sent what they asked me!

Of course I will keep you posted!

Good evening! No update from coolcasino.io yet 🙁

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.

Good evening Tomas! I have sent an email. Thanks!

We had progress, we are waiting for payment

Dear Konstantin1982,

I'm glad to hear that. Please let me know once you have received the payment so we can consider the case resolved.

Thank you.

Kind regards,

Tomas

I will inform you! Thank you very much!

Reduced payment made! The complaint is not closed here unless they compensate me for all this intentional inconvenience! I have not received a receipt for the amount they have sent me! What is the reason for this whole situation?

47 f*** days late for no reason! Why??

if it wasn't for Guru casino I might never have gotten that money!

47 f*** days messed up my whole life!

Dear Konstantin1982,

It appears that the casino has deducted some funds from the payment. It's hard for us to investigate further since the casino has still not contacted us back. Therefore, I will now set the timer for the casino to see if they will react.

I recommend you share a link to this complaint with them. Please keep us updated on any developments.

Thank you.

Kind regards,

Tomas

Dear Konstantin1982,

Can you please update us if you have found out why some of the funds were deducted from the total payment?

Thank you.

Kind regards,

Tomas

Good Evening! I don't have an answer.. I think this casino is not worth this rating! You would make me very happy if I saw his rating change negatively of course because they played with me for 47 days without any justification..They just abused power over it! My psychology is still bad after all this so Guru's Casino I expect the same from you! as well as here at Guru casino there was no response from that particular casino!

Dear Konstantin1982,

Unfortunately, since there have been no recent updates on communication with the casino, we regret to inform you that we cannot do anything further to finish resolving the issue. We have decided to close the complaint as unresolved. While the casino did pay approximately 96% of the funds owed to you, we still believe that a 4% deduction is too high, regardless of whether it was a fee or a conversion rate.

If the casino decides to react, we will reopen the complaint, and you will be notified by email.

I apologize for not being able to assist you further. I hope you have a better gaming experience in the future.

Best regards,

Tomas