CoolCasino.io - general discussion

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Very bad casino guys! I win money and I cannot make withdrawal after all the documents where send to them ( all my documents was ok)

6 days now I wait to connect my withdrawal accounts with my bank! I have all the live chat with support and their answer is your withdrawal account open as soon possible! 6 days now! One of them answer me that they team forget to open your withdrawal account! I have all the documents pictures!

Hello,

 

Withdrawal process can be quite lengthy process that can take up to 14 days, usually. When it comes to your issue, try to ask casino for update regarding the payment issue. With that comes few more questions, have you completed KYC Process? Is that the only issue you encountered ? 

However since you mentioned that they might've forgotten about it, I would give them a bit more time. 

 

If the issue persists for longer you can always create a complaint right here

 

I hope your issue will be solved soon and if there is any update from their side, do keep us informed.

the first problem was that my new account was not updated in the withdrawals! My old account was left over from my old bank where there were 2 accounts in this account. I no longer work with this bank and my account is closed! I had withdrawn to my old account! Using my new account for 2 months it had my new card from my new bank or card from my old bank and my Revolut account stored! After winning a serious amount I tried to withdraw and could not find my new withdrawal account in my withdrawals! The live chat doesn't work 24/7 so I decided to make a 50 euro withdrawal to one of the two old accounts that were already in my withdrawals! When I withdrew 50 euros immediately the next day the money was returned to my account and I was asked for KYC! I sent them all the necessary documents and everything was correct! they also deleted my old card from the old bank account and only the card from my new bank and the Revolut card remained! But my old accounts remained in the withdrawals and the new one did NOT exist! At that moment I talk to the live chat and explain to them that my withdrawal accounts are not working! I told them that I did KYC process and I want to withdraw! Their answer was you make the withdrawal and our team will arrange it and that the money will be sent to the account you made your last deposit! so I did and the money went back into my old account! After that I contacted the live chat and told them what happened! Their response was that the mistake is mine! I've argued with everyone! I am very angry and psychologically miserable with all this suffering! 2 days ago I received an email that your money was returned and that we need identification for the IBAN account with the last 4 digits ( ****) The next day I contacted my old bank and asked them to send me an official document with the IBAN of my old account and I realize that none of my three bank accounts contain the last four digits that the casino asked me for! I have sent them all my IBANs the old and the new and I am waiting for a Reply!:

When this happen? After me?

Doesn't accept players from Sweden?

Good evening! Another day waiting for my money and my withdrawal account to be activated! it's been almost 3 weeks! I hope my problem will be solved because after all it wasn't my problem but their mistake, I pay it because I have deposited so much money in this casino and they treat me like nothing when I win! this! It's hard to win and wait so many days! Isn't there some legal principle to put an end to all those who sit behind a screen and play with the psychology and money of each player? I challenge COOLCASINOIO if I'm wrong somewhere and I'm wrong to publicize here on your page and spoil me to all the players watching here!

And also they don't return my money back to my account! They have it!

In case they answer me and ask me a fucking sorry or whatever the outcome of my issue is I will update here directly!

Nearly three weeks is enough time to solve almost any issue. Have you considered submitting the complaint? I must say, I would do that.

I do not have the exact date since when players from Sweeden got restricted, I'm sorry. Sometimes, the casino just updates its terms and that's it. 🙁

Thanks in advance for the update.

Thank you for your answer! I have been playing at this casino for a long time! when I wrote my first complaint Coolcasinoio was active in Sweden normally! It just didn't have the bonus available which I'm not interested in! 2-3 days after my complaint it was announced here on GURU that they don't accept players from Sweden! And also this can be proven by the website itself.

Almost 2 hours ago I sent them an email and expressed how disappointed I am and when will they open my account! They got back to me within 30 minutes and their response was that they will have an update soon!

Another day without any update from the COOLCASINOIO! I finally realized that they don't care about my complaint anymore because we from Sweden simply weren't customers anymore! Once again I say... What are the authorities doing about this mockery? I believe many players will have some problem in a casino! I decided to wait until Friday and if they don't open my withdrawal account with my money in the account, my next move is to report it to the Swedish authorities and here of course! Much frustration, much suffering, for us players! And as for you who are sitting behind the screen and playing with us, you should know! God is great!

I do not need any prove 🙂. Now the casino does not welcome players from Sweeden, that's it. The review is accurate as it is. Thank you.

If you need help, I suggest you lodge a complaint right here on Casino Guru. As you did before.

There is nothing much to do at the moment.

So, don't hesitate:

use this link to start

Hello! Thank you very much for the interest! Yesterday I ask them to the live chat: (I read that players from Sweden can no longer play here, is that true?) She's answer was: (We are an international Casino and are fully licensed by the Estonian regulator. For more information about our license I advise you to check the information at the bottom of the page and refer to our Terms and Conditions which can be found here https://www.coolcasino.io/en/terms! I did copy paste directly because I save all the chats and documents!

This seems to be the most common reply... A few weeks back I asked the same thing (different country) in another casino and guess what I got?

Quite a long preset reply containing a link to the license and terms. Mainly saying the player must figure out whether his country is supported based on the local law.

As I said, not much I can add for now. Do you feel you were treated unfairly? Submit the complaint.

Hi everyone! Classic another day without any response from coolcasino.io and I really wanted to know what the hell they want to gain from this? My suffering? My sadness or they just don't want to pay because I'm Greek and they don't like my nationality? Or is it because I ruined their good name and am the first to complain here on GURU? Something will work but we will find out in the future! Personally today I sent them a last email where I informed them that this is the last time I am writing to them, I also asked them why all this trouble that I have spent 3 weeks and I also wished them a good summer because they are just people like everyone else! That's it my friends! As I said above, if I don't have any news by today, I will file a complaint! That's what I'll be doing today and you'll be updated on whatever the course is! If I have made a mistake I will admit it here publicly as well as if it is their fault I will report it here! I have no intention to hide anything just my aim is to report to you my great suffering after this COOLCASINOIO casino! Beware of players and don't let them commandeer your money!!!

Thank you very much once again! I'm going to do it today I just want to compile all my details because there are too many so I don't bother the people who will check them!

Hi there,

I hope this e-mail finds you well. 😀

I would like to inform you that your withdrawal of ***** euros has been successfully sent to your account. We apologize for the inconvenience caused.

If you have any other questions or concerns, please do not hesitate to contact us. We are available to help.

Thanks for your attention and cooperation! ❤️

It's come right now! 3 weeks I Iexpected! so much suffering so much sadness!!!