Coolzino Casino - La cuenta del jugador ha sido cerrada permanentemente debido a acusaciones de fraude.

I opened an account with Coolzino on February 13th and played both casino games and sports betting there.

On April 8th, I wanted to withdraw my winnings. A total of €863.46 (including a €400 deposit).

Then the drama began.

In addition to the usual verification documents, I had to provide further proof of deposit. I even sent a payslip (!!!). I was repeatedly told that the documents could not be accepted. I can prove in black and white that I deposited the money via credit card. After threatening to contact CasinoGuru, I received the attached outrageous email.

It's outrageous to accuse me of fraud after I sent numerous emails with countless personal details. And now they even want to keep my deposit?! I vehemently deny this accusation! Everything was always above board.

Since I have only had good experiences with CasinoGuru so far, I would like to ask for your help here as well.

Ich habe bei Coolzino am 13.02 ein Konto eröffnet und dort sowohl Casino als auch Sportwetten gespielt.

am 08.04 wollte ich dann meinen Gewinn mir auszahlen lassen. Insgesamt 863,46 € (incl. 400 € Einzahlung).

Dann ging das Drama los.

Ich musste neben den üblichen Verifizierungsdokumenten weitere Einzahlungsnachweise darlegen. Ich habe sogar einen Gehaltsnachweis (!!!) gesendet. Immer wieder hieß es, dass die Dokumente nicht akzeptiert werden kann. Ich kann schwarz auf weiß darlegen das ich das Geld via Kreditkarte eingezahlt habe. Nach Androhung das ich nun CasinoGuru einschalte,.. erhielt ich beigefügte unverschämte Email.

Es ist eine Frechheit mir Betrug zu unterstellen nachdem ich zahlreiche Emails mit unzähligen persönlichen Details gesendet habe. Dazu kommt wohl noch das sie sogar meine Einzahlung einbehalten möchten?! Ich wehre mich entschieden gegen diese Unterstellung (!). Es war stets alles korrekt.

Da ich mit CasinoGuru bisher nur gute Erfahrungen gemacht habe bitte ich euch auch hier um eure Hilfe.

Important notice:

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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 this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify how many documents you sent to the casino as proof of deposit?
• How many deposits did you make at this casino?
• Have you ever requested a chargeback for any transactions made at any online casino?
• Is there any possibility that someone from your household, or someone using the same IP address, also created an account at this casino?

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

Veronika

Hello Veronika,

a) I sent several documents: bank statements and even proof of income.

b) a deposit of €400 via credit card

c) Chargeback? No. The deposit was made in February. I then played with the balance for two months and won €464 net.

d) No, I can't imagine that. I live alone with my wife in a house. Nobody can use our Wi-Fi.

Here is their latest response:

That's simply outrageous and a baseless accusation 🙁

Hallo Veronika,

a) ich habe mehrere Dokumente gesendet. Kontoauszüge und sogar einen Gehaltsnachweis.

b) eine Einzahlung in Höhe von 400 € via Kreditkarte

c) Rückbuchung? nein. Die Einzahlung erfolgte im Februar. Dann habe ich 2 Monate mit dem Guthaben gespielt und 464 € netto gewonnen.

d) Nein. kann ich mir nicht vorstellen. Ich wohne allein mit meiner Frau in einem Haus. Niemand kann unser WLAN nutzen.

hier die neuste Antwort von denen:

Das ist einfach Frech und eine haltlose Unterstellung 🙁

Hello ????????????

Hallo ????????????

Thank you for your replies. I sincerely apologize for the delay in responding. We are currently managing over 1200 active complaints. While we strive to reply as quickly as possible, it is not always feasible to address all messages immediately. We have a 7-day response window for each complaint and will always get back to you as soon as we can. Thank you for your patience and understanding.

Could you please forward me the most recent email you received from the casino once again? Unfortunately, the screenshot you provided is unreadable due to its low resolution. If possible, send me the original email thread at veronika.f@casino.guru.

Okay, no problem. I know they're doing their best. I've sent the email exchange.

ok kein Problem. ich weiß sie geben ihr Bestes. den Email Verlauf habe ich gesendet

Thank you for your email.

Before we proceed with the investigation, I need some additional information from you.

Which casino games did you play at this casino?

Did you activate any bonuses with your last winning deposit? If so, kindly send me a link or a screenshot of the bonus you played with.