Coolzino Casino - Retiro de jugador se retrasa en medio de reiteradas solicitudes de documentos.

I asked for a withdrawal a month ago. They asked me for Id, selfie, Proof of Address. I completed everything.

After that, they asked me for Proof of deposit. I completed it.

After that, they asked me for Proof of funds. I completed it.

After that they asked me for my salary. I completed it.

After that they asked me for the last THREE salaries. I completed it.

After that they asked me for my bank statement. I completed it.

After that they asked me for the last THREE bank Statements. I completed it.

Now they are asking me for Proof of my crypto purchases. I proved it. And they reject it.

pd: They are asking me for my crypto purchases in my binance account, while i made the deposit using a metamask wallet.

So they are doing everything to just steal the money.

Dear Charlie389,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that the casino accepted all documents except for the proof of crypto purchases?
• Did the casino explain why the document was rejected?

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

Best regards,

Kristina

Hello;

They accepted all the documents till now. But with each document, they ask for another one. Not related with the wallet that i made the deposits.

Now they are asking for all my transactions in Binance during the last 3 months. I didn't deposited via Binance. And they are asking for every transaction of my revolut account too, this account is NOT RELATED with the wallet where i deposited, they just show a transaction from this account in my bank statement, and because of that, they think that they can ask for this document. They ask for one document after another just to don't pay.

The casino don't explain clearly why they reject the documents. They just reject them various times, until they finally accept them. They want to steal the money.

Thank you.

Thank you very much for your reply, Charlie389. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

ok, i send the conversations with them via mail.

Thank you very much, Charlie389, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.

ok, i wait for your response.

Dear Charlie389,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Coolzino Casino to join the conversation.

Dear Coolzino Casino,

Could you kindly offer clarification on why the various requested documents from the player were not requested at once? Since it appears the player has provided quite a variety of documents, why was this still not sufficient to finish the verification process? What other documents, if any, are still required? If there are any factors influencing the situation that are not suitable for public disclosure, kindly share them along with any relevant evidence with me at michal.k@casino.guru

Hello!

The verification process is still ongoing as the provided documents do not meet the requirements stated earlier.

We kindly ask you to upload the following documents to your profile or send them to us via email. What we need is the following:

- Bank statement for the account ending in 8057 (covering 3 months, February - April)

- Binance statement (covering 3 months, February - April)

Those documents should include all activity (all deposits and withdrawals), which has not been the case with the already sent documentation.

As part of our continuing verification process and in compliance with our KYC Policy, please be advised of the following:

"The Company reserves the right, at any time, to ask for any KYC documentation it deems necessary to determine the identity and location of a user at the Website. We reserve the right to restrict the service, payment, or withdrawal until identity is sufficiently determined, or for any other reason in our sole discretion based on the legal framework.

We take a risk-based approach and perform strict due diligence checks and ongoing monitoring of all clients, customers, and transactions. As per the money laundering regulations, we utilize three stages of due diligence checks, depending on the risk, transaction, and customer type."

Best regards,

Coolzino Casino

About these two documents;

They don't answer to emails. So no way to contact them from there.

The only way is to upload it in their website, but they do everything to delay this.

They just open ONE FILE, so i can just upload one by one.

I already UPLOADED the Bank statement.

I want to remark here, that this is the SECOND BANK STATEMENT, that i already uploaded, and both banks, are not relationed with the wallet that i used to deposit in their account.

The same with my Binance account. I didn't use it to deposit in their account, but they think that they have the right to ask for this document.

It would be nice from CasinoGuru, to ask these thieves this: why are they asking for Binance, and my TWO bank accounts statements, ALL OF THEM, not relationed with my wallet?

At the momment i sent this:

I sent ID, APPROVED.

I sent Selfie with ID, APPROVED.

I sent Proof of Address, APPROVED.

I sent My salary, APPROVED.

I sent my salary from the last three months, APPROVED.

I sent a photo of my deposits from my wallet, APPROVED.

I sent a bank statement NOT RELATIONED with my wallet , APPROVED.

I sent a bank statement NOT RELATIONED with my wallet of the last three months, APPROVED.

I sent another bank statement of another account NOT RELATIONED with my wallet, WAITING FOR IT.

I sent a statement from Binance, NOT RELATIONED with my wallet, APPROVED.

I sent a statement from Binance, from the last three months, NOT RELATIONED with my wallet, REJECTED.

And of course, waiting 5-6 days to upload each document, because they ask them one after another, not all together, and just open one place to upload one single document.

Dear Coolzino Casino,

Can you please address the player's questions?

Hello!

We would like to clarify that all requested documentation is related to standard Anti-Money Laundering (AML) procedures and pertains specifically to the verification of your casino account.

Please note that we can only proceed with the verification process upon your full cooperation.

At this time, we still require the bank statement ending in **8057, as well as the Binance statement covering the period from February to April.

Should you have any further questions or require assistance, please do not hesitate to contact us.

Dear Michal,

We have sent you an email with further information.

Best regards,

Coolzino Casino

I already SENT the Bank Statement finished in 8057.

Is there any way to send to casinoguru so casinoguru can verify that i am sending the bank statement, and they simply don't want to verify it?

In any case, i upload again.

As always, just one place opened. Therefore, i can just upload one document at a time.

Dear Charlie389

Sure, you are welcome to send me all the documents you have provided to the casino team at michal.k@casino.guru for our independent review.

Actually, this is what I was about to request from you anyway, so please send all the documents to me.

I already sent to you both docs.

And i sent to Coolzino as well.

Dear Charlie389,

Thank you for your email. I have replied and am now awaiting your response with the requested documents.

Perfect.

I will send them right now.

I sent some of the documents, except the Selfie with ID, but if you need it i provide it as well.

let me know if you need anything else.

Dear Charlie389,

Thank you for your email with your documents. I have responded with some additional questions.

Dear Coolzino Casino,

I have also contacted you through email regarding a few more inquiries and am awaiting your response.

I already answered in the email.

Thank you.

Dear Charlie389,

We would like to inform you that the uploaded bank statement has been accepted. However, as previously mentioned, we are still awaiting the Binance account statement covering the three-month period from February to April.

Kindly upload the requested document to your verification page at your earliest convenience. Once received, we will proceed with the review as promptly as possible.

Best regards,

Coolzino Casino

I am on holidays right now, and come back on Sunday. Will do on Monday.

Could you say it specifically here, where in Binance should i take that document? The website is enormous.

Binance transactions don't go with a name. They give you an excel, that i transformed into a PDF, but no name at all. So you will have the transactions of someone totally unknown. There are others parts where you can see my name, but not in the transactions part. There, you can just see: the orders.

This is very simple to see. Let's go to your own binance account, press on Orders-Transaction history, and in the right side, you have a button to download the document. Do it, and you will see yourself that this document goes WITHOUT any name.

Dear Charlie389,

We would like to inform you that you have previously provided a Binance statement with your name visible and transaction details; however, it covered only a single date.

To proceed, we kindly require the same documentation covering an extended period of three months, specifically from February through April.

If you have any further questions, please do not hesitate to contact us.

Best regards,

Coolzino Casino

You go to Transaction history and, in the right side, you have two possibilities;

1) Export transaction records

2) Export Deposit history

The first one goes without name, the second one goes with name but just shows the money that comes to the account, not the crypto exchanges. The first one shows the crypto exchanges but not the name.

Which one do you want?

Dear Charlie389,

We kindly request a document that includes your full name and clearly displays all transactions for the specified period.

Please note that documents without your name cannot be verified, as they lack identifying details to confirm account ownership.

As previously mentioned, a verifiable document was submitted earlier, but it only covered a single date - April 3rd. However, we require documentation that covers the entire three-month period from February through April.

Thank you for your cooperation and understanding.

Best regards,

Coolzino Casino

Like i told you; say here clearly where should i take that document. I can take the document of 1 day. But you want 3 months.

You have two options;

1) Export transaction records

2) Export Deposit history

The first one goes without name, the second one goes with name but just shows the money that comes to the account, not the crypto exchanges. The first one shows the crypto exchanges but not the name.

Which one do you want?

Stop enlarging this like there are no tomorrow. Tell here clearly which document do yo want.

Hello!

In such a case, we kindly ask you to provide both requested documents covering the specified period. This will allow us to proceed with the necessary review and verification.

Best regards,

Coolzino Casino

Could you please, open again the place to upload it on your website?

Dear Charlie389,

There should be an open slot available where you can upload your documentation. However, if it is not visible on your end, please feel free to send the document to our email at support@coolzino.com, and we will ensure it is forwarded to the appropriate team.

Thank you for your understanding.

Best regards,

Coolzino Casino

okkk, perfect.

I sent the document already. But Coolzino refused to allow me to withdraw my money. Let's see what is the new excuse.

I received a response from the casino. They said that they want now the transactions. But as i told in the conversation the 1st one goes WITHOUT NAME.

I provided them the Deposits. Can Coolzino say clearly here that the deposits from Binance was clearly APPROVED, and that NOW you want the TRANSACTIONS, that goes WITHOUT NAME, like i told before in the conversation.

Here is the proof that they are asking for something that I SIMPLY CANNOT PROVIDE if they say here clearly WHERE should i take that document. Perfect.

Please, i ask Michal to ask Coolzino, before to proceed for EVERY DOCUMENT that the need to unblock my money, and allow me to withdraw. One possibility could be to send the money to Michal and, when i send the documents, Michal can send to me. That way Coolzino will not be able to ask for another thing.

This is what they said some hours ago. Now they are complaining about making the withdrawal.

Looks like now they decided finally to send the money. Let's see if the do it, or not. Still waiting for it.

Another day without Coolzino paying me, even if they said clearly that they would pay me yesterday.

Hello Charlie389,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear All,

Thank you for your patience during my absence.

Dear Charlie389,

Based on my earlier conversation with the casino representative, it seemed that the situation was progressing positively towards clarification, and you were expected to receive your winnings soon. Have you still not received them?

Dear Charlie389,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

It's solved in a bad way. They finally send the money after i started legal actions against them in the Costa Rica court.

I recommend to everyone to avoid them at all costs. They are totally thieves.

Dear Charlie389,

I completely comprehend your dissatisfaction with the entire situation, and I can envision that this has resulted in a far from ideal user experience for you; however, the Know Your Customer (KYC) and Anti-Money Laundering (AML) verification processes can sometimes necessitate considerable time. It is crucial to recognise that no licensed casino can afford to treat KYC and AML procedures with indifference.

I am pleased that even our intervention contributed to resolving the situation. I understand once more that you may still feel the matter was not addressed in a manner you anticipated, but if I am correct, you have received your winnings. May I proceed to close your case as resolved, or do you still need assistance with anything else?

You can proceed to close the case. Thank you for your help. Anyway, i recommend to everyone to avoid these people at all costs.

Dear Charlie389,

Thank you for your confirmation. I am glad that our involvement played a role in resolving the situation, and you finally received the funds. I'll go ahead and mark the complaint as 'resolved' in our system. I would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Centre. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino.Guru