Coolbet Casino - general discussion

If you want to discuss anything related to Coolbet Casino, such as its games, bonuses, payment methods, issues with your account, responsible gambling features, or anything else, you can do so here.

Still having problems to regain control of the ghost account that is on their casino. Will see how long will take to finally be able to test this casino.

The situation you are describing is related to your account that you have ever had here? Or am I just misunderstanding? 

Somebody else used my gaming mail to register there, it took long time to reach them , a lot of back and forward and i decided to give up and not try that casino.

Too bad, I thought such a thing could be solved but if it would be best for you not to try it in the casino anymore I am not surprised. 

I hope your steps will lead you to a casino where it will be easier.🙂

This casino reopened my account even though they knew I had a history of gambling addiction. Even before reopening the account, they told me that my account was closed for this reason. Also, the website states that it is possible to permanently close an account, and it is important to state the reason why. At least gambling addiction doesn't seem to be a reason that would lead to permanent account closure!

Hello,

It sounds very wrong to me, but, to be sure about the whole situation, did you ask for permanent self-exclusion due to gambling addiction, please? Because if you did and the account was closed based on such a request, I honestly see no good excuse for the reopening.

How did the casino respond to your objections, please? Did they understand the account needs to be closed immediately, please?

Yes, I did. At first, years ago, I only asked for a permanent closure, which in itself, according to the casino's rules at the time, meant that the account would be permanently closed, without the possibility of reopening. But a couple of years later, I contacted the casino again, wanting to make sure that the account could never be reopened under any circumstances. I said that I had a serious gambling addiction and that the account could never be reopened. They confirmed that I could no longer use the site. After reopening the account, they said that gambling was everyone's responsibility, and since I now said that there were no more problems, it removed the casino's responsibility. But I think this is morally questionable, because even if the gambling was now under control, starting it again could trigger the addiction to become active again.

I personally don't understand why they can't insist on permanently closing the account, when someone has specifically requested it due to their gambling addiction. It's a shame that accountability has only seemed to be getting weaker these days.

When I reopened my account, the casino said that we know you have a gambling problem. So they knew full well that this was the original reason I was banned from the casino.

This really doesn't seem right that they have reopened your account, then.

May I ask if you have deposited any money there since then?

Hopefully our complaint team could help with that actually.

Yes, I have deposited. In addition, I lost 2000 euros in winnings twice. The first time I lost 1800 euros, I contacted the casino's live support and told them about it. They did nothing, they didn't even worry about my playing. Unfortunately, I don't think a complaint will be useful, because they don't respond to complaints made through different operators.

Even if they don't reply to complaints, and it goes unresolved, it'll help to put the casino's rating lower so other players can be warned at least, you know.

It is completely up to you, of course.

I played at Coolbet and the truth is that it has been impossible for me to recover my winnings. Banco Santander always gives me problems; it's the only one that rejects my withdrawals. I already gave up on my money.

Isn't it possible for you to use some other payment method, though? 🤔

And maybe so, but it's not like I have more than one account. I only have Santander and a virtual card from Banco BCI called MACH. I couldn't withdraw money from either of them. And Banco Santander isn't a small bank... I don't know about the rest of the world, but in Chile and Spain, it's one of the largest!

I believe the best option is to get in touch with the casino support and get some suggestions on which other option you should use if your bank doesn't cooperate.

Have you tried that?