The player from Poland had been waiting for three withdrawals since October 30, while subsequent withdrawals were processed without issues. Even with assistance from a VIP agent, the player continued to face delays due to reported technical problems, which raised concerns about the casino's practices. The issue was resolved after the player confirmed receipt of his winnings. The complaint was marked as 'resolved' in the system, and the player was thanked for his cooperation.
Coolzino Casino - Player's withdrawals are delayed.
Amount: 1,460 zł
Coolzino Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.0
Coolzino Casino has a Safety Index of 8, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
Public
Public
5 months ago
As of October 30, I am waiting for my 3lwithdrawals. Subsequent withdrawals go through without any problems. Even the VIP agent is not able to help and I am constantly being informed about technical problems. This is very disturbing behavior from a casino that is withholding withdrawals.
Public
Public
5 months ago
Dear mareczek9222,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Dominika
Public
Public
4 months ago
Dear mareczek9222,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Dominika
Casino.Guru
