Coolzino Casino - A conta do jogador foi encerrada permanentemente devido a acusações 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:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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.

Wow, good question. I'm guessing Gates of Olympus or Hades. But I'm not 100% sure anymore. There are countless slots, after all. And I'm sure blackjack comes up now and then, too.

No, I didn't take any bonus.

Has the casino contacted you at all?

boar gute Frage. ich denke mal Gates of Olympus oder Hades. Aber 100% weiß ich das leider nicht mehr. Gibt ja unzählige Slots. Hin und wieder bestimmt auch mal Black Jack.

Nein ich habe keinerlei Bonus genommen.

hat sich denn das Casino bei Ihnen mal gemeldet?

Dear Koecki90

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Stefan (stefan.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Please note that if the matter becomes solely about sports betting, we regret to inform you that we won't be able to assist you, as we do not have a department that handles such issues.

Dear Koecki90,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Coolzino Casino to join this conversation and assist in addressing the complaint.

Dear Coolzino Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear Koecki90.

We would like to inform you that your account has been closed and your winnings confiscated due to a breach of our Terms and Conditions, specifically clauses 12.1 and 12.2, which state:

The Company has a strict anti-fraud policy and utilizes various anti-fraud tools and techniques. If a player is suspected of fraudulent actions including, but not limited to: participating in any type of collusion with other players, fraudulent actions against other online casinos or payment providers, chargeback transactions with a credit card, denial of legitimate payments, creating two or more accounts, or any other type of cheating, or if the player becomes bankrupt in their country of residence, the Company reserves the right to terminate such account and suspend all payouts to the player. This decision is at the sole discretion of the Company, and the player will not be notified or informed of the specific reasons for such actions.

The Company also reserves the right to inform applicable regulatory bodies of any fraudulent actions performed by the player. This includes, but is not limited to: delaying game rounds in any game (including free spins or bonus features) to a later time when wagering requirements have been completed, leaving large bets on the table (for example in blackjack) and returning after bonus wagering has been fulfilled, playing games with bonus funds to build in-game value, losing the bonus funds, and then cashing out the accumulated value during real-money play, or using strategies that exploit software bugs or system failures.

Dear Stefan,

We have sent you an email with additional information. Please review it at your earliest convenience.

Best regards,

Coolzino Casino

Dear Koecki90,

Thank you for your patience throughout the investigation.

We have thoroughly reviewed the evidence provided by the casino and, based on the information available to us, we have to agree with the casino's decision. We believe that the casino acted in accordance with its Terms and Conditions.

For the reasons outlined above, we will now proceed with rejecting this complaint.

Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always strive to help players resolve their issues whenever possible.

Please remember that you are always welcome to contact us again if you encounter any problems with this or any other casino in the future. Whether you have a question, concern, or a new issue that requires investigation, our team will be happy to assist you.

Kind regards,

Stefan

Casino.Guru