Hola, estoy enfrentando problemas en retirar dinero de este casino, hice 6 retiros que me pagaron en los ultimos 6 meses pero desde hace 2 semanas me parece que usan tacticas dilatorias, tengo la cuenta verificada desde hace mucho tiempo pero me han vuelto a pedir documentos para verificar la cuenta, envie todos los documentos solicitados volvieron a verificar la cuenta, volvi a pedir un retiro y otra ves me han pedido mas documentos, volvi a enviar documentos solicitados, volvieron a poner mi cuenta en verificada pero el pago no se hace efectivo y por correo electronico me siguen pidiendo otros documentos adicionales que no tienen nada que ver con los depositos que hice en este casino, en el chat me dicen que han escalado mi caso y que me van a contestar pronto y me envian un correo donde me piden los mismos documentos, envie dichos documentos por correo electronico y me dicen que suba los documentos en mi perfil de coolzino pero como mi cuenta esta verificada no hay donde subir mas documentos.Es muy molesto la forma en que me trata como si fuera un delincuente, me pedieron varios documentos como prueba de fondos, envie nomina, envie historial de paysafecard de los ultimos 3 meses que es lo que use para los depositos, envie comprobante de pago de mi nomina emitido por el banco y todos fueron acceptados y ahora me piden historial de los ultimos 6 meses de mis cuentas bancarias? si uso paysafecard para depositar porque tengo que enviar historial de mis cuentas bancarias?esto me parece muy sospechoso!!!

Dear 1bazat,

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.

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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,

Dominika

Hola,el ultimo documento se los he vuelto a enviar hace unos minutos y envie factura de telefono e internet como justificante de domicilio, envie selfie con mi documento como prueba de identidad, envie nomina, envie historial de transacciones de los ultimos 3 meses de paysafecard, envie comprobante de pago de nomina emitido por el banco y si envie los documentos en formato corrrecto porque los han aprobado a todos y acumule mis ganancias sin bono salvo el de binevenida que me dieron el a?o pasado. te envio aqui las capturas de mi perfil de coolzino y te envio a tu correo las conversaciones con ellos

Dear 1bazat, did you explain to the casino that you have not made any deposits using a bank account, and therefore you’re unsure why they are requesting your bank statement?

Did you inform them that your account is already verified and there is no option to upload more documents?

Has there been any other request from the casino for further verification documents after the ones you've already provided?

Do you have any update from the casino regarding the verification status or the withdrawal processing?

Hola, le dije que use paysafecard pero aun asi me han dicho que proporcione estos documentos como prueba de fondos y tambien les dije que mi cuenta esta verificada y no hay opcion donde subir mas fotos y me han dicho que proporcione los documentos a traves de correo y me han vuelto a pedir extracto bancario donde aparezcan todos mis ingresos en los ultimos 3 meses y se los he enviado a traves de correo electronico.

Mi cuenta esta verificada y sale en verde que tu cuenta se verifico con exito pero aun no han pagado

Dear 1bazat, do you have any update from the casino regarding your case? Were you able to resolve the verification issue, and most importantly, have you received your payment yet?

Hola, la cuenta esta verificada y no me han vuelto a pedir mas documentos.

Estoy esperando el pago.

Dear 1bazat, thank you for the information provided. Kindly update us once you have received the money.

Los pagos anteriores se hicieron efectivos en 2-3 dias pero este pago lo estoy esperando desde el dia 25 de abril

Dear 1bazat, have you received the money?

No me han pagado.

Dear 1bazat, could you please let us know the exact date when you successfully completed all the verification requirements? When did you send the last requested document?

Me verificaron 3 veces durante el ultimo mes asi que ya ni se exactamente la fecha cuando me verificaron la ultima ves pero creo que fue unos pocos dias despues de este retiro

Thank you very much, 1bazat, 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.

hay alguna novedad?

Hello, 1bazat,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

In the meantime, while we wait for the casino's response, I have a few more questions for you to clarify the situation.

• Provided that the translations are correct (I had to translate everything to English), during the communication between you and the casino, you mentioned that you were unemployed, but you also claimed that you have income from a salary. Also, if I understand correctly, you made deposits through Paysafecard. Can you explain it in more detail? Where did the money you deposited into the casino originate? Can you prove the source of your income and that the deposited funds belong to you? How do you get your salary to Paysafecard so you can deposit into the casino? The casino needs to verify it.
• One of your documents was password protected. Did you provide the casino with the password? I could not find such information in the communication between you and the casino. However, they requested a different document from you, not mentioning a bank account statement, but rather your transaction history showing your income coming to your payment method.

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? What is happening there?

What exactly is he supposed to provide to complete the KYC/verification, and why does the casino need it? What document(s) does the casino need from the user, under what conditions, and what documents were not accepted and why?

If he receives some documents only as password-protected, how should he deliver them to the casino? If he uploads it to the casino, the casino will not be able to open it without the password. If he (if possible) removes the password from such a document, would the casino's system not consider it editing? Could such a document (after removing the password) be rejected based on that?

How did the casino verify his documents (verification statuses for the provided documents in his account) if not all his documents could be opened/checked?

Thank you.

Hola, ahora mismo estoy desempleado pero trabaje hasta el mes de marzo.

Utilice paysafecard para depositar y el dinero proviene del salario o de los retiros que hice en el casino en el pasado y lo he demonstrado 3 veces en el casino y 3 veces me han acceptado los documentos enviados y para esto envie como prueba la nomina que recibi, envie el extracto bancario donde sale reflejado el ingreso de la nomina y envie el historial de transacciones de paysafecard donde salen tambien los ingresos recibidos por los retiros hechos en el casino y tambien envie historial de transacciones de mi cuenta bancaria donde salen todos los ingresos , las compras de PIN para cargar paysafecard y otros gastos.

La cuenta de paysafecard se carga comprando un PIN en la aplicacion de paysafecard. `Paysafecard es una pasarela de pago como paypal y como muchas otras y es un metodo de los mas seguros que hay en linea.

La nomina viene con contrase?a, asi envia todas las nominas la empresa y tambien envie captura de pantalla de la nomina.

Tengo que aclarar que tengo la cuenta verificada desde el a?o pasado y hice varios retiros exitosos en el casino y derepente el mes pasado me piden volver a verificar la cuenta cuando pido un retiro y no una ves y 3 veces una tras otra. Me verifican la cuenta y cuando pedi retiro otra ves me pusieron la cuenta como no verificada y otra ves me pidieron que vuelva a enviar documentos, volvi a enviar los documentos y verificaron la cuenta y ahora tardan un mes sin pagar

Hello!

We would like to inform you that the verification process is still ongoing.

To proceed, we kindly require a Source of Funds document - specifically, a bank statement in PDF format displaying all transactions, including all deposits made to our casino. Please note that the documents currently uploaded do not reflect all relevant deposits.

We recommend checking your transaction history within your casino account to ensure that all deposits are accurately accounted for.

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

Best regards,

Coolzino Casino

Hola!

Entre en mi cuenta de coolzino y sale que mi cuenta esta verificada y aqui dicen que no???Despues de varias verificaciones exitosas y de enviar todos los documentos que me han pedido mi cuenta sigue en curso de verificacion? Esto es una broma de mal gusto o que? Aqui envio captura del estado de mi cuenta:

¨¨"Para continuar, necesitamos un documento de origen de fondos" se supone que me piden los documentos para verificar la cuenta y hacer efectivo el retiro pendiente no para continuar burlandose de mi.

"extracto bancario en formato PDF que muestre todas las transacciones, incluidos los depósitos realizados en nuestro casino" 1- paysafecard no es un banco y no dan extractos bancarios, paysafecard da el historial de transacciones y 2 - me han pedido historial de los ultimos 3 meses y se los he enviado, ahora quieren de todas las transacciones?

"todos los depósitos relevantes" que significa deposito relevante? yo mire el historial de depositos y veo que hice 15 depositos en coolzino

Tengo una gran duda, que hay detras de estas tacticas dilatorias que estan usando!!

Hola, alguna respuesta por parte de coolzino?

Veo que me han cancelado el retiro y volvi a pedir retiro y me lo han vuelto a cancelar y en el chat me dicen que han escalado mi caso y a esperar

Thank you both for your replies, and I am sorry for the delay.

Dear 1bazat,

In your screenshots, I can see transactions beginning with the end of October 2024, and from a different type of payment method.

Did you provide the casino with the bank statements/transaction history in PDF, showing all the deposits you made to the casino - source of funds document?

In addition, I cannot see any withdrawal request there or any successful withdrawal in your gaming account transaction history, as you claimed. Can you clarify it, please?

Hola,

Las transacciones de octubre y noviembre del a?o pasado no lo se porque aparecen como Ewallets pero vuelvo a decir que solo use paysafecard para depositar en coolzino y tampoco lo se porque 3 retiradas aparecen como transferencia y las demas 3 retiradas aparecen como GenomeBankIBAN si todas las retiradas fueron via transferencia bancaria. Tal ves eso nos lo podria explicar el representante de coolzino?

Quiero poner aqui el historial de paysafecard en pdf donde aparecen todos los depositos que hice en coolzino, como puedo a?adir aqui documentos pdf?

En el mensaje anterior puse el historial de depositos y por eso no se ven las retiradas, voy a poner aqui el historial de retiradas de coolzino

Dear 1bazat,

Thank you for your response and additional information.

You cannot upload a PDF document here. You can send it to my email ([email protected]).

However, please send it to the casino, and wait for their response and the result of their review.

If all your deposits were made through PaysafeCard, and the first deposit was made on October 26, 2024, as shown in one of your screenshots above, make sure that all your deposits are shown in the statement/transaction history from your payment method. I recommend you go through all your deposits in your gaming account and find all the transactions in your PaysafeCard statement/transaction history.

Please let us know once the required document is sent to the casino. Then, we can ask the casino for an update.

Thank you. Looking forward to hearing from you.

Hola, te envie el historial de paysafecard donde salen reflejadas todos los depositos que hice en coolzino al correo que me has indicado.

Como puedo enviar el documento al casino y que no se rian de mi en la cara? en la pagina web de coolzino no hay forma de enviar el documento porque la cuenta esta verificada y por el correo electronico se burlan de mi y me piden que les envie el mismo documento mil veces

Dear 1bazat,

Thank you for your email and the document. However, I am not sure what exactly I should do with it. It should be delivered to the casino.

Anyway, it looks like the document was edited. Can you please clarify what exactly you changed in the document, and why?

Were you able to find all the deposits made to your gaming account also in your bank statement/transaction history from your PaysafeCard account?

After the casino provides us with clear instructions, can you simply gain or provide the casino with an original and unedited document, for the relevant period, showing all the deposits you made to the casino?

For now, I would like to wait until the casino representative provides us with clear instructions on how to proceed.

Dear Coolzino Casino Team,

You have not answered all my questions above addressed to you above so far. Please provide us with the following information:

• Considering the screenshots from the user's gaming account, his documents were accepted, and there is no option to upload a new document - how is he supposed to provide the requested document to the casino? Please provide him with clear instructions on how to deliver the document. If it is necessary to send it via email, please also provide the email where the document should be sent.
• Is it a problem if the document is password-protected or not? If so, please provide us with further instructions on how to solve the situation if the user receives such documents from his payment method provider only as password-protected.

Thank you. Looking forward to hearing from you.

Hello!

We would like to inform you that the Source of Funds has been accepted, but we still require Source of Wealth documentation - a document (or a number of documents), showing 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)

Such a document can now be uploaded to the user's verification page, or if no such option is visible, the documents can be sent to our email [email protected], and we will forward them to the appropriate team.

Best regards,

Coolzino Casino

Hola, uno de los fondos de riqueza son los retiros que hice en coolzino, sirven los extractos de estos retiros?

Greetings all,

Thank you both for your replies.

Dear Coolzino Casino Team,

Can you please answer the user's question?

If the casino cannot accept it - why?

Thank you.