Coolzino Casino - El jugador enfrenta un retraso en el retiro de sus ganancias.

I got a 1139€ win with Coolzino back in March and am not bale to get a payout.

I carried out a live selfie, uploaded passport, proof of 2 accounts for deposit and withdrawal, proof of address, proof i have a salary income, over 3 months pay slips with statements showing my income received, wealth questionnaire completion, lifetime transactions from the account I used to deposit 150€ and each time I get the below email.

"Source of wealth must show the origin of the funds used for depositing in our casino, for example, salary statement, proof of business ownership, selling a property, an inheritance payment, or a divorce settlement, etc. (for the last 3 months)."

I told the Casino numerous times that I opened the account on the 13th March which is outlined on my statement.

I have provided source of funds but they do not want to accept it. What can I do?

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Coolzino Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your account accessible, or has it been blocked?
• Did you achieve your current balance with the help of a bonus?
• Could you please explain how much you deposited in the casino
• Could you please share with me your most relevant communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

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 Dear Tomas, 

To answer your questions:

Is your account accessible, or has it been blocked? I can access it. 

Did you achieve your current balance with the help of a bonus? Yes

Could you please explain how much you deposited in the casino. I deposited 150 euro

I have emailed you the relevant communication with Coolzino Casino.

Thank you.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello AllForCullen,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Dear AllForCullen,

We wish to update you that your account verification process is still in progress. In strict accordance with our Terms and Conditions and mandatory KYC and AML regulations, we must ensure comprehensive scrutiny of all relevant transactions to comply with licensing requirements.

To move forward, we require you to provide formal documentation concerning significant transactions found on your bank statements, specifically those dated January 22 (TOM), February 6 (TC), and February 7 (BEE). You mentioned these amounts stem from an inheritance; therefore, we ask that you submit any official legal proof or equivalent evidence to verify this.

Thank you for your understanding and cooperation.

Dear Matej,

An email containing further instructions has been sent to you. Please review the information at your convenience.

Best regards,

Coolzino Casino

Dear Coolzino,

For those amounts into my bank account that you are querying, they are from an inheritance, and unfortunately, I do not have any documents as they were just sent to my account, they are not such huge amounts and have nothing to do with my ability to afford depositing into your casino. I would not like this to go in circles again and would like the fastest way to have it resolved. Since I do not have the document you want, what else can I provide or do to move forward in order to complete your extensive verification process and get my winnings?

What is happening with this complaint and the other 2 from the same casino group?

Dear AllForCullen and Nine Casino Representative,

I apologize for the delayed response. I was attending a conference, and it took me some time to go through all the documents thoroughly.

I would like to highlight that the purpose of the affordability check is to confirm that the player is not depositing funds they cannot legally obtain or afford.

After reviewing all the payslips and bank statements provided by AllForCullen, I can say with complete confidence that this is not the case here.

From the casino’s perspective, it was noted that AllForCullen received €10,400 from an unknown source. However, considering that his actual deposits were significantly lower—and clearly within his income—he is clearly capable of affording those deposits even without these extra funds.

AllForCullen stated that these funds came from an inheritance, though he does not have official documentation to prove it. It is quite common in my country for family members (if they have a good relathionship) to redistribute inheritance informally— after the legal process is complete—without any official documentation.

Given that AllForCullen’s deposits are entirely supportable by his financial position, I do not see a compelling reason for the casino to require exhaustive proof of every bank transaction.

If the casino remains unwilling to release the winnings, we recommend that the player submit an appeal to GCB. (I will gladly help with that)

I would like also mention consulted this case with two other experts in the field, and they reached the same conclusion.

Once again, I apologize for the delay and thank you for your patience.

Thank you so much for your reply Matej, will be waiting for the casinos response.

Hi Matej, time has almost run out, and we have not got a response from the casino yet, can you please ensure that this and the other 2 complaints stay open?

Dear AllForCullen,

We note your concerns and would like to clarify our position. However, please be aware that we cannot accept or process claims without proper verification. Doing so would compromise the integrity of our procedures and be unfair to other players who have complied with the requirements.

In order to proceed, we must receive valid proof of inheritance. Once the requested documentation is provided and verified, and provided there are no irregularities, we will continue with the process without delay. Your cooperation is essential to demonstrate transparency and your willingness to resolve this matter promptly.

These requests are fully aligned with our established rules and terms, which you agreed to upon registration, and cannot be bypassed. They are also made in strict accordance with KYC/AML regulations that require us to base our checks only on officially verified data. Claims that rely solely on personal statements or traditions, without signed documentation, cannot be accepted.

It is important to emphasize that every document request is based on valid compliance requirements and not on arbitrary decisions. Our operations depend on verified information, and this guarantees fairness and transparency for all players.

Thank you for your understanding and cooperation.

Best regards,

Coolzino Casino

Coolzino, I have been very transparent and cooperative, but the document you want simply does not exist.

Matej, how do we do ahead to make an appeal on GCB? as I am not familiar with the process.

Dear AllForCullen,

I will shortly contact you via email and explain to you step-by-step process how to proceed in this situation.

Thanks Matej.

After correspondence via email with the player, we have decided to close this case for now, marking its status as "waiting for regulator’s decision.

Dear AllForCullen,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Matej
Casino.Guru