Coolzino Casino - Jogador enfrenta problemas com verificação de depósito.

I am having trouble getting the platform to understand that I do not need to send my bank statement to confirm the payment made because the payment receipt was sent with my personal details. I verified with my bank that there is no reversal of the deposited amount, and the proof of transaction is sufficient.

ok estou com dificuldades em fazer a plataforma entender que não necessito de enviar o meu extrato bancário para confirmação do pagamento efetuado pois o comprovativo de pagamento foi enviado com meus dados pessoais e verifiquei junto do meu banco que não tenho extorno do valor depositado e que é suficiente o comprovativo da operação.

Dear geraldogvg777,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes one month approximately. In these cases, the casino usually has its hands tied.

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards, 

Dominika

good evening the money i deposited in the casino stayed in the casino first as per the photos i send you then when i tried to play i couldn't i turned to the assistant who informed me that my deposit was pending and that i had to wait until it was released to be able to enter the games then suddenly it disappeared and i have no answer to my problem

boa noite o dinheiro que eu depositei no casino ficou no casino primeiro conforme as fotos que eu lhe envio depois quando tentei jogar não consegui recorrendo ao assistente este me informou que o meu depósito estava pendente e que tinha que esperar até ser liberado para poder entrar nos jogos derrepente sumiu e não tenho resposta ao meu problema

Dear geraldogvg777, have you contacted your payment provider?

Ms. Dominika could you tell me what you call a payment provider, because I don't know excuse my ignorance I have spoken to the casino several times I have also spoken to my bank which informed me that the deposit was made at the casino and that it was not refused, in short the money leaves my current account and the casino does not want to return it to me nor does it want to accept the proof of deposit that I sent them

sra Dominika poderia me informar o que é que chama de provedor de pagamento, pois eu não sei desculpa minha ignorância eu falei com o casino sim diversas vezes também falei com o meu banco o qual me informou que o deposito foi realizado no casino e que não foi recusado, em resumo o dinheiro sai da minha conta corrente e o casino não quer me devolver nem quer aceitar o comprovativo do depósito que lhes enviei

Dear geraldogvg777, could you please share your communication with the bank? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

email Sent, all that remains is to hope that the company has the dignity to return the amount that belongs to me.

email Enviado, resta apenas esperar que a empresa tenha dignidade para devolver o valor que me pertence seria o mínimo esperado.

Dear geraldogvg777, have you sent to the casino the payment receipt you provided in the initial message?

Am I correct in understanding that this is insufficient for them and that they require a bank statement from you?

hello yes it's a request that my bank told me I didn't have to send them as they are obliged to accept the proof provided by the bank in which the casino's ATM reference data is identified and my personal data is also identified for this reason I sent them the bank statement and we are in this impasse.

olá sim é uma solicitação que meu banco disse me que não tinha de lhes enviar visto que eles são obrigados a aceitar o comprovativo passado pelo banco no qual é identificado o dados da referência multibanco do casino e os meus dados pessoais também estão identificado por esta razão lhes enviado foi o extrato bancário e ficamos neste impasse.

Thank you very much, geraldogvg777, for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@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.

Dear geraldogvg777,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Coolzino Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Coolzino Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Hello!

Thank you for bringing this matter to our attention.

We have checked the provided information by the player and contacted the payment provider to receive further updates on the transaction. Once there is information we will update you immediately.

Let us know if you have any other questions in the meantime.

Best Regards,

Coolzino Casino

Dear geraldogvg777,

Thank you for your patiance.

After checking with the provider it was confirmed that the proof of deposit does not refer to our casino. Please check and provide us with the correct proof of deposit.

We are looking forward to hearing from you.

Best Regards,

Coolzino Casino

what more can i tell you when i have sent you photos of the money still outstanding in the casino account and i have also sent you the proof of deposit where you have the references you sent me for the deposit to start playing tell you what i am yet another customer who has been cheated and i feel robbed i am sending you my proofs again

o que é que eu posso mais lhes dizer quando eu lhes enviei fotos do dinheiro ainda pendente na conta do casino e lhes enviei também o comprovativo do depósito onde tem as referências que me enviaram para depósito para iniciar a jogar dizer mais o que sou mais um cliente que fui enganado e sinto-me roubado mando lhes outra vez os meus comprovativos

Greetings all.

Thank you for your cooperation.

Dear Coolzino Casino,

Could you check the information provided by the player and tell us what can be done next, please?

Thank you in advance.

Respectfully,

Romi

Dear all,

The proof of the deposit is the same as the one provided earlier, and after checking with the team and payment provider it was confirmed that this transaction does not refer to our casino. Please check your online banking app and provide the correct one, once this is done we will be able to investigate further.

Best Regards,

Coolzino Casino

I need to ask you a question because I think our problem seems to be in the proof of payment, right my question is if the casino sent the multibanco reference for the payment made and the company that made the operation calls if I pay .com I can't explain to you how the multibanco operation works I just know that some companies use this platform to make the transfers that's why the name of the casino doesn't appear, is that the problem, because I don't have any other type of payment or deposit or transfer this day and of this amount

preciso lhes fazer uma pergunta porque acho que nosso problema parece estar no comprovativo de pagamento, certo minha pergunta é se o casino enviou a referência multibanco para pagamento efetuado e a empresa que fez a operação chama se eu pago .com não sei lhes explicar como funciona a operação multibanco apenas sei que algumas empresas utilizam esta plataforma para fazer as transferências por isso não aparece o nome do casino, será isso o problema, pois eu não tenho mais nenhum tipo de pagamento ou depósito ou transferência neste dia e deste valor

Dear Coolzino Casino,

Could you check the information from the player and let us know the answer, please?

Thank you in advance.

Regards,

Romi

ROMI INFORMATION ABOUT WHICH PLAYER I DIDN'T UNDERSTAND MAYBE THE QUESTION, ANOTHER THING IF YOU WANT I CAN SEND YOU MY CELL PHONE NUMBER SO WE CAN TALK BETTER

ROMI INFORMAÇÃO SOBRE QUAL JOGADOR NÃO ENTENDI TALVEZ A PERGUNTA, OUTRA COISA SE QUISERES POSSO LHE ENVIAR O MEU NÚMERO DE TELEMÓVEL PARA FALARMOS MELHOR

Dear geraldogvg777,

Thank you for responding.

It's not connected to the name of the casino. The proof of payment does not show a transaction towards us. Please check with the bank/ payment provider you have used if they can provide you with the correct document.

Looking forward to your reply.

Best Regards,

Coolzino Casino

Hello all.

Dear geraldogvg777,

Could you do as the casino representative recommended, please? We'll wait for an update from you.

Thank you in advance.

Regards,

Romi

Dear geraldogvg777,

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.

reply to what you know that the deposit was actually made on their casino platform I even sent photos of the money there in a pending situation yet I haven't been able to make myself believe it maybe it's better to forget about it I was robbed period

responder ao que se sabem que efectivamente depósito foi feito na plataforma deles casino inclusive mandei fotos do dinheiro la em situação de pendentes mesmo assim não tenho conseguido me fazer acreditar talvez seja melhor esquecer fui roubado ponto final

Dear geraldogvg777,

Does your last message mean you would like to close the complaint?

Thank you in advance for your answer.

Regards,

Romi

IT'S NOT JUST THAT I CAN'T DO ANYTHING AND YOU'VE DONE NOTHING BECAUSE IT SEEMS TO ME THAT YOU'RE PLAYING WITH THE PROBLEM I'VE INFORMED YOU ABOUT JUST AS THE CASINO THAT RECEIVED MY MONEY KNOWS THAT IT DID AND WANTS ME TO PROVE WHAT IT IS. DON'T THEY HAVE CONTROL OVER THE MONEY THAT APPEARS IN MY NAME ON MY PROFILE? DID THEY CONFIRM VIA CHAT THAT THEY WOULD RETURN THE MONEY TO ME IN 5 DAYS AND THEN THE MONEY DISAPPEARED? DID SOMEONE SEND IT TO SOMEONE ELSE? DON'T THEY HAVE TOTAL CONTROL OVER WHAT THE EMPLOYEES DID WITH THE MONEY??????????

NÃO APENAS QUE EU NÃO CONSIGO FAZER NADA E VOCES O QUE FIZERAM NADA POIS MAIS ME PARECE QUE ESTÃO A BRINCAR COM O PROBLEMA QUE LHES INFORMEI TAL COMO O CASINO QUE RECEBEU O MEU DINHEIRO SABE QUE RECEBEU E QUER QUE EU PROVE O QUE SERÁ QUE ELES NÃO TEM CONTROLO DO DINHEIRO QUE APARECE EM MEU NOME NO MEU PERFIL SERÁ QUE ELES CONFIRMARAM POR CHAT QUE ME DEVOLVIAM O DINHEIRO EM 5 DIAS E DEPOIS O DINHEIRO SUMIU SERÁ QUE ALGUÉM ENVIOU PARA OUTRA PESSOA??SERÁ QUE NÃO TEM CONTROLE TOTAL SOBRE O QUE OS FUNCIONÁRIOS FIZERAM AO DINHEIRO?????????

Dear Coolzino Casino,

Could you provide any additional information to this case, please?

Thank you in advance.

Kind regards,

Romi

IT'S NOT JUST THAT I CAN'T DO ANYTHING AND YOU'VE DONE NOTHING BECAUSE IT SEEMS TO ME THAT YOU'RE PLAYING WITH THE PROBLEM I'VE INFORMED YOU ABOUT JUST AS THE CASINO THAT RECEIVED MY MONEY KNOWS THAT IT DID AND WANTS ME TO PROVE WHAT IT IS. DON'T THEY HAVE CONTROL OVER THE MONEY THAT APPEARS IN MY NAME ON MY PROFILE? DID THEY CONFIRM VIA CHAT THAT THEY WOULD RETURN THE MONEY TO ME IN 5 DAYS AND THEN THE MONEY DISAPPEARED? DID SOMEONE SEND IT TO SOMEONE ELSE? DON'T THEY HAVE TOTAL CONTROL OVER WHAT THE EMPLOYEES DID WITH THE MONEY??????????

NÃO APENAS QUE EU NÃO CONSIGO FAZER NADA E VOCES O QUE FIZERAM NADA POIS MAIS ME PARECE QUE ESTÃO A BRINCAR COM O PROBLEMA QUE LHES INFORMEI TAL COMO O CASINO QUE RECEBEU O MEU DINHEIRO SABE QUE RECEBEU E QUER QUE EU PROVE O QUE SERÁ QUE ELES NÃO TEM CONTROLO DO DINHEIRO QUE APARECE EM MEU NOME NO MEU PERFIL SERÁ QUE ELES CONFIRMARAM POR CHAT QUE ME DEVOLVIAM O DINHEIRO EM 5 DIAS E DEPOIS O DINHEIRO SUMIU SERÁ QUE ALGUÉM ENVIOU PARA OUTRA PESSOA??SERÁ QUE NÃO TEM CONTROLE TOTAL SOBRE O QUE OS FUNCIONÁRIOS FIZERAM AO DINHEIRO?????????

Hello!

We would like to clarify that the proof of payment previously provided does not correspond to our casino. Following an internal review, our dedicated team contacted the payment provider, and it was confirmed that the transaction in question is not associated with our platform.

Additionally, no new documents have been submitted since this finding.

To proceed with the case, we kindly request a valid proof of payment that specifically references our casino. This document can be obtained from your bank or the payment provider used for the transaction.

Should you require any assistance, please do not hesitate to reach out.

Best Regards,

Coolzino Casino

Hello all.

Thank you, Coolzino Casino, for the update.

Dear geraldogvg777,

Could you do as suggested by the casino representative, please?

Thank you in advance.

Kind regards,

Romi

Dear geraldogvg777,

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.

Dear all,

Unfortunately, we’re forced to reject this case because geraldogvg777 has stopped responding to our messages and questions. Without geraldogvg777's cooperation, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Respectfully,

Romi