Coolzino Casino - Jogador enfrenta atraso na retirada dos ganhos.

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

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

 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

We’ve reopened this complaint at the request of AllForCullen. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Regarding the three queried transactions (BEE €8,400 / TC €1,000 / TOM €1,000) these were informal inheritance transfers from family following the sale of a car and some other assets. I had no documentation at the time, but I've since managed to locate the person who sent the funds and can obtain a written statement from them confirming the origin of the transfers.

Would this be acceptable as supporting evidence for Casino Guru and/or the GCB complaint?

I'd also like to reiterate that my total deposit was only €150, fully covered by my verified salary. These inheritance transfers have no real bearing on my ability to fund that deposit, and I believe withholding €1,139 in winnings on this basis is disproportionate.

Happy to provide whatever is needed to move this forward.

Dear Casino Representative,

We would like to follow up on this case. The player has explained that the three transactions in question (BEE €8,400 / TC €1,000 / TOM €1,000) were informal inheritance transfers from family following the sale of a car and other assets. The player has indicated they can obtain a written statement from the sender confirming the origin of these funds.

Could you please let us know whether such a written statement would be acceptable as supporting evidence to resolve this matter?

We look forward to your response.

Dear Matej,

Thank you for your follow-up regarding this case.

After reviewing the player’s explanation, we would like to clarify that a written statement from the sender alone would not be sufficient to complete the Source of Funds verification.

While such a declaration may provide contextual background, it does not constitute independent confirmation of the origin of the funds. In situations where transfers are described as originating from inheritance or proceeds from the sale of assets, supporting documentation demonstrating both the source of those funds and the transfer path to the player is required in order to satisfy standard verification obligations.

Examples of relevant documentation may include records confirming the sale of the referenced asset(s), evidence showing receipt of the proceeds by the sender, and confirmation of the subsequent transfer to the player, or other comparable documentation establishing the origin and movement of the funds.

We would also like to note that Source of Funds verification is assessed independently from the size of an individual deposit. Even where a player’s gaming activity involves smaller amounts, verification checks may still be required where account funding patterns include third-party transfers or transactions requiring clarification under applicable compliance procedures.

Until appropriate supporting documentation is provided, the Source of Funds review remains incomplete.

Kind regards,

Coolzino Casino

Dear Matej and Coolzino,

Thank you for clarifying what supporting documentation would be acceptable. I have now submitted the full documentation package addressing every category of evidence raised.

For the three queried transactions, I have provided supporting documents that correspond directly to the examples Coolzino listed:

1. BEE – €8,400 (07.02.2025): Private Vehicle Sale Receipt for a 2014 BMW 316 Sport (VIN WBA3C3C5XFK203691), signed by both seller and buyer (Parry Edward). Confirms €8,400 paid on 7 February 2025 to my IBAN ending 369173.

2. TC – €1,000 (06.02.2025): Bill of Sale for a Fiido Titan M25 e-bike (SN 2407-18462), signed by both parties (buyer: Bourke Robbie Aodh). Confirms €1,000 paid on 7 February 2025 to my IBAN ending 369173.

3. TOM – €1,000 (22.01.2025): Bill of Sale for a Riverside 500 E Hybrid bicycle (CA5-2024-A18987), signed by both parties (buyer: Mc Getrick Leon). Confirms €1,000 paid on 22 January 2025 to my IBAN ending 369173.

I have also submitted, in support of the salary verification:

• 16 weekly payslips covering January through April 2025

• An AIB bank statement covering 31 December 2024 through 18 March 2025, clearly showing the regular weekly WAGES credits matching each payslip, as well as the three queried transactions appearing exactly as stated

I want to put on record that these three transactions have nothing to do with the source of the funds I deposited at Coolzino. My total deposit was only €150, and that amount is fully and demonstrably covered by my verified weekly salary, as visible on both the payslips and the bank statement. I am providing the sale documents purely out of good will to resolve the queries raised, not because they are factually relevant to the affordability of a €150 deposit.

With that said, the documentation now provided matches exactly the categories Coolzino listed as acceptable, and the bank statement directly evidences both my salary income and the sender-side transfers in question.

I'd sincerely appreciate it if we can now close this matter positively and have my €1,139 winnings released.

Thank you both for your patience.

Dear Matej,

I'd like to share Coolzino's latest reply, received via email after I submitted the full documentation package:

---

"Dear Thomas,

We kindly request a detailed PDF bank statement that shows the income (the origin of funds) credited to your bank account for the past six months or more. Thank you for your understanding.

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

Best regards, Diana

Casino Support Team."

---

With respect, I genuinely don't understand what the purpose of this request is.

• I only opened my Coolzino account and played in March 2025. There is no six-month account history to verify against.

• I have already submitted 16 weekly payslips covering January through April 2025 and a full AIB bank statement covering 31 December 2024 through 18 March 2025, both of which clearly show my regular weekly salary credits.

• I have also submitted three sale documents covering the only three transactions Coolzino ever queried (BEE, TC, TOM).

• My total deposit was €150 – fully covered by any single week of salary shown on the documents already provided.

What exactly is a six-month income history supposed to verify, when the account itself didn't exist for most of that period and the deposit in question is €150? This feels like the goalposts being moved every time I provide what is asked for.

I have engaged with this verification process in good faith for over six months now and have provided every single category of document requested. At what point does this become reasonable?

Dear Coolzino Casino representative,

The player has now provided documentation covering every category you requested — payslips, bank statements confirming salary receipt, and sale receipts for each of the three queried transactions.

I would like to reiterate a point raised earlier in this case: AllForCullen's total deposit was €150, an amount entirely and demonstrably covered by his verified salary income. The three transactions in question are unrelated to his casino activity and have no bearing on his ability to fund that deposit.

From our perspective, a four-month verification process for a €150 deposit is disproportionate, and we see no justification for continuing to withhold the player's winnings of €1,139. All documentation now appears to be in your hands.

We kindly ask you to complete the verification review promptly and release the funds. Should we not receive a satisfactory response, we will have no choice but to advise the player to escalate this matter to the Gaming Control Board of Curaçao as well as the Central Bank of Curaçao, and we will support them in doing so.

Hello, Thomas!

We hope this message finds you well.

Thank you very much for providing the information. We have forwarded it to the appropriate team for their review. We will be sure to contact you as soon as we have an update.

Thank you for your understanding and patience.

If you have any questions or need assistance, please don't hesitate to reach out. We're here to help.

Best Regards,

Faye

Casino Support Team

Still Need Help?

[Live Chat] | [FAQ]

Ticket ID: hd.1777402550475.u5yfpq.a104e235

Coolzino

1:20 PM (2 hours ago)

to me

Hello, Thomas!

We hope this message finds you well.

We would like to kindly inform you that, according to our responsible team, you can make a withdrawal.

Thank you for your understanding and patience.

If you have any other questions, please contact us via chat or email. We are here to help.

Best regards,

Faye

Casino Support Team

Still Need Help?

[Live Chat] | [FAQ]

Ticket ID: hd.1777465254558.u5yfpq.aea52484

PLease UNLOCK MY ACCOUNT NOW!

Dear AllForCullen,

We would like to inform you that the technical issue has been resolved. However, your last two withdrawal requests were cancelled as they were submitted via cryptocurrency.

Please note that, as stated in our Terms and Conditions, we are not a financial institution and do not offer currency conversion services. Cryptocurrency withdrawals are only permitted when the winnings originate from cryptocurrency deposits. As your winnings resulted from a deposit made via bank card, withdrawals can only be processed using the available bank transfer option in the withdrawal section.

If you experience any difficulty accessing the appropriate withdrawal method, please do not hesitate to contact us for assistance.

Best regards,

Coolzino Casino

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear AllForCullen,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Matej