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I need help with Coolzino Casino.

The casino has been withholding the payout for 14 days.

Communicating with the casino is proving extremely difficult. The verification process is not being completed despite all the required documents being submitted. I have been fully cooperative and responded to every document request within minutes.

Proof of identity - verified

Identity verification via selfie - verified

Proof of payment - verified

Proof of address - verified

Proof of deposit - verified

Proof of funds used in the casino - verification is not completed despite documents and explanations being sent several times.

The balance was achieved without a bonus.

Casino customer since 2024.

Net deposits at the casino: €700.

If needed, I can send the entire conversation with support to Casino-guru.

Ich brauche Hilfe mit Coolzino Casino.

Das Casino hält seit 14 Tagen die Auszahlung zurück.

Die Kommunikation mit dem Casino gestaltet sich als äußerst schwierig. Die Verifizierung wird nicht abgeschlossen obwohl alle geforderten Dokumente vorgelegt wurden. Ich war vollständig kooperativ und habe jede Dokumentenanforderung innerhalb weniger Minuten beantwortet.

Identitätsnachweis- verifiziert

Identitätsnachweis mit Selfie - verifiziert

Nachweis der Zahlung - verifiziert

Nachweis der Adresse - verifiziert

Einzahlungsnachweis - verifiziert

Nachweis der im Casino verwendeten Mittel - Verifizierung wird nicht abgeschlossen obwohl Dokumente und Erklärungen mehrere Male geschickt.

Das Guthaben wurde ohne Bonus erzielt.

Kunde im Casino seit 2024.

Netto Einzahlungen im Casino 700€.

Ich kann bei Bedarf die gesamte Konversation mit dem Support an Casino-guru senden.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Could you please explain in your own words what constitutes your income?
• Does the documentation you submitted for verification support this explanation?
• Could you please share any discussion between you and the support regarding why the documents you already provided are not sufficient, or what exactly is required? My email is tomas@casino.guru

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

Best regards,

Tomas

Dear 555xp,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear 555xp,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Coolzino Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear 555xp,

We are pleased to inform you that the provided statements for unemployment benefits have been accepted as source of wealth documentation.

To proceed with our AML verification, please provide a document (or documents) displaying your source of funds. This should show the transfer of funds you deposited into our casino including all incoming and outgoing transactions covering December and January. The document depends on the payment system used, such as a PDF bank statement or e-wallet statement covering December and January.

Please note that this is a standard verification procedure, as outlined at the bottom of our site. Once the necessary documentation is submitted, it will be forwarded to our team for review.

Thank you for your understanding and cooperation. If you have any further questions, please let us know.

Best regards,

Coolzino Casino

Hello,

You already have your complete account statements for December, January, and February. These include all transactions, including your casino deposit.

I'm sending this again to support@coolzino.com and a copy to Jana.

I would like to point out that I did not make any deposits at Coolzino Casino in December and January. The only deposit was on February 5, 2026. Therefore, I am also sending you the bank statement from February, which includes the casino deposit.

Hallo,

die vollständigen Kontoauszüge für Dezember, Januar, Februar liegen Ihnen bereits vor. Darin sind alle Transaktionen, einschließlich der Einzahlung im Casino enthalten.

Ich sende diesen nun nochmals an support@coolzino.com und in Kopie an Jana.

Ich möchte darauf hinweisen, dass ich im Dezember und Januar keine Einzahlung im Coolzino Casino getätigt habe. Die einzige Einzahlung war am 05.02.2026. Ich sende Ihnen deshalb ebenfalls den Kontoauszug von Februar, der die Einzahlung im Casino enthält.

Dear 555xp,

Thank you for providing the requested bank statement.

We need additional verification for the source of funds in your Revolut bank account, as there are no direct transfers from the account where you receive your unemployment benefits.

Most of the funding comes from a card ending in 8061. As per our AML procedures, please upload clear photos of both sides of this card, with the following details:

• Cover the middle 6 digits on the front as follows: 0000 00** **** 0000

• Hide the CVC/CVV code on the back

• Your signature must be visible on the back if present

Additionally, please clarify the financial nature of these transfers: "Robmus" and "Nouplm".

Thank you for your cooperation and understanding. We will review everything as quickly as possible once we receive the documents and clarification.

Best regards,

Coolzino Casino

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear 555xp,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jana