Coolzino casino are delaying the payment of 1000€ balance after I have sent over all the documents asked for. All verification has been done and the account was verified. I made a withdrawal of the first 1000€ as per their limit and I received that without any problems.

I made the next withdrawal for the 1000€ balance, and it was declined. I was asked to provide proof of payments documents, and I had it sent to them. It was approved, and I made the withdrawal again, on 19th March.

On24th March, I followed up with the casino and asked where is my payment.

They asked me to complete a questionnaire on26th March, which I did as well.

They then asked me for source of funds for the account that I deposited with and I had everything emailed over to them. They say that the document was disapproved, I then sent over more screenshots and proof of funds explaining everything in detail.

I don't know what more to do to be able to get my winnings.

Please assist in this matter.

Dear rjcooney,

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.

• Do I understand correctly that verifying your source of income currently seems to be the only issue?
• Did the casino provide any explanation why your last document was rejected?

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,

Kristina

Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi,

Yes, I totally understand that KYC is important and I appreciate that checks are being done to prevent fraud, although I have given everything and its inconvenient going over the same thing over and over, my account has been verified several times and I have received a payment,. so why the complications for the balance?

Yes, verifying my source of income currently seems to be the only issue. The reason being that the document does not show the Iban number with the transaction history.

Thank you very much for your reply, rjcooney. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Sent. Thanks.

Thank you very much, rjcooney, for your cooperation. I will now transfer your complaint to my colleague Michal ([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.

Dear rjcooney,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Coolzino Casino to join the conversation.

Dear Coolzino Casino,

Could you kindly offer clarification regarding the requirements necessary to facilitate the player's withdrawal? The player has indicated that they have previously completed the verification process and have successfully received withdrawals in the past, so the current situation seems to be quite surprising. If there are any factors influencing the situation that are not suitable for public disclosure, kindly share them along with any relevant evidence with me at [email protected]

Hello!

To proceed with the verification of your gaming account, we kindly ask you to provide receipt for transaction made on March 12 for amount 4000 EUR to your payment account **5956 connected with your card used for depositing. On the provided receipt we need to see transaction sum, date, number of your payment account (if applicable) and sender’s details. The following payment confirmation required as source of funds used for gaming.

We are legally obligated to comply with anti-money laundering (AML) regulations, and the aforementioned documentation is required for verification purposes.

The Company adheres to and complies with "Know Your Client" principles, which aim to prevent financial crime and money laundering through client identification and due diligence.

The Company reserves the right, at any time, to ask for any KYC documentation it deems necessary to determine the identity and location of a user at coolzino.com. (hereinafter – the Website). We reserve the right to restrict the service, payment, or withdrawal until identity is sufficiently determined, or for any other reason in our sole discretion based on the legal framework.

We take a risk-based approach and perform strict due diligence checks and ongoing monitoring of all clients, customers, and transactions. As per the money laundering regulations, we utilize three stages of due diligence checks, depending on the risk, transaction, and customer type.

Best regards,

Coolzino Casino

Thank you for the clarification, Coolzino Team.

Dear rjcooney,

In light of the casino team's feedback, we must agree with their request. It is essential for every player to submit the required verifiable documentation to successfully complete the Know Your Customer (KYC) and Anti-Money Laundering (AML) processes, of which the Source of Funds (SOF) and Source of Wealth (SOW) are important parts. These are standard industry practices that are typically activated when a player makes a withdrawal request exceeding a certain threshold; however, they may also be initiated at any time if the casino team finds it necessary.

Regarding your comment: "They say that the document was disapproved, I then sent over more screenshots and proof of funds explaining everything in detail."

Kindly send me all the documents you have submitted to the casino thus far for evaluation at [email protected]

All has been sent.

Hello?

Do I need to do more?

Dear rjcooney,

I have not received any email from you yet. Can you please confirm that you sent an email to me at [email protected]?

all has been sent here [email protected] you got it to now.

Dear Ryan,

Thank you for your email; however, I noticed that there are no attachments included. Please send me all the documents you have submitted to the casino up to this point for the KYC and AML process at [email protected]

Dear Ryan,

Thank you for your emails with the documents.

Dear Coolzino Casino,

It seems the player has provided you all the documents they are able to provide, including evidence about the abovementioned transaction made on March 12.

I'm hopeful this has clarified the situation.

Please let me know when the player's KYC and AML verification will be completed and, consequently, when the withdrawal will be processed.

I have also reached out to you via email, so I'm awaiting your timely response.

Hello!

We still require a transaction receipt of the previously specified sum, which would include the sender's details.

The document should be uploaded to the user's verification page, and we will check it as fast as possible.

Dear Michal,

We have replied to your email.

Best regards,

Coolzino Casino

Sorry again you are closed the uploading page. Please specify what you want exactly it's really unclear to me.

Dear rjcooney,

You should be able to upload any additional documents directly to your verification page. However, if this is not possible, please forward the documentation to our team at [email protected], and we will ensure it is promptly directed to the appropriate department.

We would also like to reiterate that we require a receipt for the transaction made on March 12, in the amount of €4,000.

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

Best regards,

Coolzino Casino

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