The player from Portugal encountered issues depositing funds because the casino required a bank statement, despite the player having already provided a payment receipt with personal details. The player verified with the bank that the deposit was successful, asserting that the transaction proof should have been sufficient. After multiple communications, the casino maintained that the proof of payment did not correspond to their platform and requested a specific document referencing their casino. Ultimately, the complaint was rejected due to the player's lack of response, which prevented further investigation or resolution.
Coolzino Casino - Player faces issues with deposit verification.
Closed
Our verdict
Player stopped responding
Amount: €20
Coolzino Casino
Safety Index:HighCase summary
Discussion
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11 months ago
Translation
I am having trouble getting the platform to understand that I do not need to send my bank statement to confirm the payment made because the payment receipt was sent with my personal details. I verified with my bank that there is no reversal of the deposited amount, and the proof of transaction is sufficient.
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11 months ago
Dear geraldogvg777,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes one month approximately. In these cases, the casino usually has its hands tied.
I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.
Best regards,
Dominika
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11 months ago
Translation
good evening the money i deposited in the casino stayed in the casino first as per the photos i send you then when i tried to play i couldn't i turned to the assistant who informed me that my deposit was pending and that i had to wait until it was released to be able to enter the games then suddenly it disappeared and i have no answer to my problem
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11 months ago
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Ms. Dominika could you tell me what you call a payment provider, because I don't know excuse my ignorance I have spoken to the casino several times I have also spoken to my bank which informed me that the deposit was made at the casino and that it was not refused, in short the money leaves my current account and the casino does not want to return it to me nor does it want to accept the proof of deposit that I sent them
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11 months ago
Dear geraldogvg777, could you please share your communication with the bank? Send emails or chat transcripts to my email at [email protected], or post screenshots here.
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11 months ago
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email Sent, all that remains is to hope that the company has the dignity to return the amount that belongs to me.
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11 months ago
Dear geraldogvg777, have you sent to the casino the payment receipt you provided in the initial message?
Am I correct in understanding that this is insufficient for them and that they require a bank statement from you?
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11 months ago
Translation
hello yes it's a request that my bank told me I didn't have to send them as they are obliged to accept the proof provided by the bank in which the casino's ATM reference data is identified and my personal data is also identified for this reason I sent them the bank statement and we are in this impasse.
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11 months ago
Thank you very much, geraldogvg777, for providing the necessary information. I will now transfer your complaint to my colleague Romi ([email protected]) 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.
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11 months ago
Dear geraldogvg777,
I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the Coolzino Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear Coolzino Casino,
Could you please provide detailed information about this case?
Thank you in advance for your response.
Best regards,
Romi
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11 months ago
Hello!
Thank you for bringing this matter to our attention.
We have checked the provided information by the player and contacted the payment provider to receive further updates on the transaction. Once there is information we will update you immediately.
Let us know if you have any other questions in the meantime.
Best Regards,
Coolzino Casino
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11 months ago
Dear geraldogvg777,
Thank you for your patiance.
After checking with the provider it was confirmed that the proof of deposit does not refer to our casino. Please check and provide us with the correct proof of deposit.
We are looking forward to hearing from you.
Best Regards,
Coolzino Casino
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11 months ago
Translation
what more can i tell you when i have sent you photos of the money still outstanding in the casino account and i have also sent you the proof of deposit where you have the references you sent me for the deposit to start playing tell you what i am yet another customer who has been cheated and i feel robbed i am sending you my proofs again
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10 months ago
Greetings all.
Thank you for your cooperation.
Dear Coolzino Casino,
Could you check the information provided by the player and tell us what can be done next, please?
Thank you in advance.
Respectfully,
Romi
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10 months ago
Dear all,
The proof of the deposit is the same as the one provided earlier, and after checking with the team and payment provider it was confirmed that this transaction does not refer to our casino. Please check your online banking app and provide the correct one, once this is done we will be able to investigate further.
Best Regards,
Coolzino Casino
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10 months ago
Translation
I need to ask you a question because I think our problem seems to be in the proof of payment, right my question is if the casino sent the multibanco reference for the payment made and the company that made the operation calls if I pay .com I can't explain to you how the multibanco operation works I just know that some companies use this platform to make the transfers that's why the name of the casino doesn't appear, is that the problem, because I don't have any other type of payment or deposit or transfer this day and of this amount
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10 months ago
Dear Coolzino Casino,
Could you check the information from the player and let us know the answer, please?
Thank you in advance.
Regards,
Romi
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10 months ago
Translation
ROMI INFORMATION ABOUT WHICH PLAYER I DIDN'T UNDERSTAND MAYBE THE QUESTION, ANOTHER THING IF YOU WANT I CAN SEND YOU MY CELL PHONE NUMBER SO WE CAN TALK BETTER
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10 months ago
Dear geraldogvg777,
Thank you for responding.
It's not connected to the name of the casino. The proof of payment does not show a transaction towards us. Please check with the bank/ payment provider you have used if they can provide you with the correct document.
Looking forward to your reply.
Best Regards,
Coolzino Casino
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10 months ago
Hello all.
Dear geraldogvg777,
Could you do as the casino representative recommended, please? We'll wait for an update from you.
Thank you in advance.
Regards,
Romi
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10 months ago
Dear geraldogvg777,
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.
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10 months ago
Translation
reply to what you know that the deposit was actually made on their casino platform I even sent photos of the money there in a pending situation yet I haven't been able to make myself believe it maybe it's better to forget about it I was robbed period
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10 months ago
Dear geraldogvg777,
Does your last message mean you would like to close the complaint?
Thank you in advance for your answer.
Regards,
Romi
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10 months ago
Translation
IT'S NOT JUST THAT I CAN'T DO ANYTHING AND YOU'VE DONE NOTHING BECAUSE IT SEEMS TO ME THAT YOU'RE PLAYING WITH THE PROBLEM I'VE INFORMED YOU ABOUT JUST AS THE CASINO THAT RECEIVED MY MONEY KNOWS THAT IT DID AND WANTS ME TO PROVE WHAT IT IS. DON'T THEY HAVE CONTROL OVER THE MONEY THAT APPEARS IN MY NAME ON MY PROFILE? DID THEY CONFIRM VIA CHAT THAT THEY WOULD RETURN THE MONEY TO ME IN 5 DAYS AND THEN THE MONEY DISAPPEARED? DID SOMEONE SEND IT TO SOMEONE ELSE? DON'T THEY HAVE TOTAL CONTROL OVER WHAT THE EMPLOYEES DID WITH THE MONEY??????????
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10 months ago
Dear Coolzino Casino,
Could you provide any additional information to this case, please?
Thank you in advance.
Kind regards,
Romi
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10 months ago
Translation
IT'S NOT JUST THAT I CAN'T DO ANYTHING AND YOU'VE DONE NOTHING BECAUSE IT SEEMS TO ME THAT YOU'RE PLAYING WITH THE PROBLEM I'VE INFORMED YOU ABOUT JUST AS THE CASINO THAT RECEIVED MY MONEY KNOWS THAT IT DID AND WANTS ME TO PROVE WHAT IT IS. DON'T THEY HAVE CONTROL OVER THE MONEY THAT APPEARS IN MY NAME ON MY PROFILE? DID THEY CONFIRM VIA CHAT THAT THEY WOULD RETURN THE MONEY TO ME IN 5 DAYS AND THEN THE MONEY DISAPPEARED? DID SOMEONE SEND IT TO SOMEONE ELSE? DON'T THEY HAVE TOTAL CONTROL OVER WHAT THE EMPLOYEES DID WITH THE MONEY??????????
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10 months ago
Hello!
We would like to clarify that the proof of payment previously provided does not correspond to our casino. Following an internal review, our dedicated team contacted the payment provider, and it was confirmed that the transaction in question is not associated with our platform.
Additionally, no new documents have been submitted since this finding.
To proceed with the case, we kindly request a valid proof of payment that specifically references our casino. This document can be obtained from your bank or the payment provider used for the transaction.
Should you require any assistance, please do not hesitate to reach out.
Best Regards,
Coolzino Casino
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10 months ago
Hello all.
Thank you, Coolzino Casino, for the update.
Dear geraldogvg777,
Could you do as suggested by the casino representative, please?
Thank you in advance.
Kind regards,
Romi
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9 months ago
Dear geraldogvg777,
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.
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9 months ago
Dear all,
Unfortunately, we’re forced to reject this case because geraldogvg777 has stopped responding to our messages and questions. Without geraldogvg777's cooperation, we’re not able to proceed with the investigation or suggest possible solutions.
The player can reopen this complaint anytime.
Respectfully,
Romi
