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They will never allow me to cash out my winnings. They keep making me wait 2-3 days each time for a pending withdrawal to get cancelled due to "technical reasons" and then state to try again. This has been going on for weeks now from an original amount that was over $2000.

I never activate any bonuses at all, I am fully verified for documents, phone number and with email. The etransfer interac email and number are the registered ones with the bank which has the exact same information so there is no mismatch between anything.

They just keep me hanging on and have now artificially altered my win chances to make me lose almost every single spin in any game to the point $800 gone with almost no winning spins at all in the hundreds of spins done and when a bonus activates after 100+ spins the amount has been less than 1$ for the winning.

I've been on with their support and then escalated to their "advanced" team for verifications and withdrawals and this is getting nowhere.

I want my rightfully earned winnings from them but they are just dragging this out in the hopes that it just gets gambled back when they have now put in place skewed and biased odds that goes against the fair play rules.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can better understand the situation.

• Have you made any successful withdrawals from the casino in the past using your chosen payment method?
• Did you make sure to use the payment method that was used for deposits?
• Could you please confirm that the payment method is in your name?
• Since when have you been attempting to withdraw your winnings?
• When have you passed KYC verification in the casino?

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

Best regards,

Tomas

Hi Tomas,

Thank you for reaching out and responding!

To answer your questions:

1. I have never been able to successfully withdraw funds from the site since first signing up, there have been handfuls of attempts over the course of quite a few months and all have gone the same route with the transfers failing.

2. I did the deposits using Google Pay method but I don't have that method available to withdraw funds. I did however do a deposit with my crypto wallet but then tried to withdraw to that same wallet after playing but that too would fail with the technical error like the etransfers.

3. The payment method is in my name and so is the bank account that I am trying to transfer out to, the home address matches and phone number and email address also match.

4. I had tried my first withdrawal that i am able to pull from the logs back in January 8th 2026. I did try other times before that date but can't seem to pull up any logs from their system to prove it. But that withdrawal failed just the same as the most recent ones.

5. My verification had passed with them January 8th which was successful.

6. The amount now is up to $1300 which is now waiting to be withdrawn.

Hi Tomas,

I had tried, again, to withdraw my funds from the casino and they are still not allowing me to withdraw with the same error message with no explanation other then technical issue.

I tried to do a $750 withdrawal 3 days ago, which i received the failed message for today. And I have a pending $619 withdrawal from 2 days ago that is likely to fail soon.

Dear Enursha,

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, Lala (jean.s@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

Hello Enursha,

My name is Lala and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Coolzino Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lala

Hello Enursha,

Thank you for your patience regarding your withdrawal issue.

We are currently checking with the provider on your case and will notify you as soon as possible about why the withdrawal isn't working, along with a solution. At the moment, we do not have any further information to share, but rest assured, we are working diligently to resolve this for you. As soon as we have any information on the matter, we will notify you right away.

Thank you once more for your patience.

Best regards,

Coolzino Casino

Hi Coolzino Casino,

Thanks for the update. We appreciate you checking with your provider, but considering the player has been facing the same issue since January—with repeated cancellations and no clear explanation—could you please prioritize this case and provide a more concrete status as soon as possible?

Any clarity on the cause of these recurring "technical issues" would be extremely helpful for moving things forward.

Thank you, and looking forward to your prompt follow-up.

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

Dear Enursha,

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,

Lala