Hi,

I tried to log into my account the other day and it wouldn't let me because it was disabled. I contacted the casino to get answers why but they only told me that it was closed due to fraudulent activity. I only played a few games, I did my verification as asked and they paid out one part of the money. They asked me again for multiple verifications which I did and when my account was verified again I tried to withdraw my money but they disabled my account. I don't know what is going on because I did nothing wrong.

Hi,

I don't know why but there is no comments on this subject other than mine and it says that I need to reply. I think it might be an error or something.

Dear 10wintercarrots,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Coolzino Casino.

I apologize for the oversight and for not replying right away.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise when exactly your account was blocked?
• How did you learn about your account being blocked?
• What documents did you provide to the casino during the verification procedure?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• If you have any emails from the casino saved regarding the verification, closure of your account, and accusations against you, please forward them to my email at [email protected]

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

Hi,

My account got disabled a little over two weeks ago, but I’ve been having trouble with the verification process for several months now. I found out about the issue when I tried to log in and couldn’t access my account. I contacted support and checked my email, where I got a message saying my account was disabled. They mentioned it was permanently closed due to fraudulent activity, but when I asked for any proof of that, they didn’t provide anything.

I sent in all the documents they asked for during the verification process – things like my card info, payslips, bank statements, etc. I’ve played slot games and live games on the platform, and I’m not sure what went wrong.

I’ve also sent you the email transcripts that you requested.

Thanks for your reply and the provided communication.

• Could you please clarify which payment method you used to deposit?
• Is there a chance that someone using your IP address also opened and used an account in this online casino?
• Have you played from one device and one place exclusively?

Hi,

I used my Skrill account to deposit to this casino and provided all the documents they requested during the payment method verification. I also submitted all the documents they asked for when verifying my Luxon account, which I used to withdraw my funds.

I don't believe it is possible that anyone else used my IP to create an account or play on my account. I primarily used my phone, but I occasionally used my desktop, which is only used by me. Therefore, there is no possibility that anyone other than myself played on my account.

Thank you very much, 10wintercarrots, for providing the necessary information. I will now transfer your complaint to my colleague Branislav ([email protected]), 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, 10wintercarrots,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Coolzino Casino Team,

Could you please explain the player's situation in more detail? Why has the user's account been disabled? Have his winnings been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address ([email protected]).

Thank you.

Hello!

The account has been permanently closed due to fraudulent activity and violation of our Bonus Terms.

The Company enforces a strict anti-fraud policy, utilizing advanced tools and techniques to detect fraudulent activities. If a player is suspected of engaging in fraudulent actions - such as collusion, chargebacks, multiple account creation, or other forms of misconduct - the Company reserves the right to terminate the account and suspend all payouts at its sole discretion, without prior notice. Additionally, the Company may report such activities to relevant regulatory authorities. Fraudulent behaviour includes but is not limited to, exploiting software vulnerabilities, manipulating game outcomes, or delaying game rounds to gain an unfair advantage.

Since the total amount withdrawn exceeds the total amount deposited, the winnings have been confiscated.

We have submitted additional evidence and clarification via email. Kindly review it at your earliest convenience.

Best regards,

Coolzino Casino

Dear 10wintercarrots,

After gathering all the necessary information and details, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts and bonus abuse. The casino acted in accordance with the terms and conditions you accepted upon registration(s).

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you very much, Coolzino Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, www.kpvfaw.com