Complaint #11 CoolBet Casino

Delayed verification and payment Coolbet

By Remu K.

5 months ago

I made withdrawal at Coolbet casino 19.11 amount 2038€. After this they asked me to verify my account which is normal I think, then my documents were waiting for approval for almost 3 weeks. I've contacted livechat once a week for updates, then bank statement got declined and asked to provide the exact dates to be uploaded, iban, names and deposit so casino is shown. Then I uploaded them again, but after waiting, I got declined again. Then they said I need to upload again by livechat, but now it seems to be problem there. And last chat I had with them they said that I should have balance showing before and after deposit to Coolbet but in bankstatement with my bank there is no option for that. Only balance is showing first page and last page. I've contacted even my bank to ask this but they said that balances are showing first page, and last page in and out going payments. So I dont know what to do, they are delaying that verification so long. Name, iban, bank number, deposit to casino is shown and exact dates they asked me to upload but still getting rejected. I don't know what to do so hope this helps and askgamblers helps me out with my situation.

Disputed Casino CoolBet Casino

Reason Verification issues

Amount €2038

Discussion

AskGamblers

• Support Team

4 months ago

Dear CoolBet Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

CoolBet Casino Complaint Stats

Resolved 0 / 4

Avg. Amount $10,044

Avg. Complaint Duration 6 days

Avg. Response Time 5 days

CoolBet Casino Complaints

See all complaints for this casino

Casino not checking my document

Hi!

I am filing this complaint regarding an unreasonable and prolonged verification delay at Coolbet, which is preventing me from withdrawing my legitimate winnings.

I have fully cooperated with all KYC requirements requested by Coolbet. I have submitted the following documents:

Government-issued ID

Live verification (selfie verification)

Proof of bank account ownership

Bank statement

All documents have been approved except the bank statement. I don't understand why

I submitted my bank statement on January 13th, and as of today it is still not approved. There has been no clear explanation as to why it is delayed, and I am only told that it is “under review”. All other documents were approved very quickly so this is very weird.

This delay is unacceptable given that:

All other documents have already been approved

The bank statement is a standard document and should not take weeks to verify

I have fully complied with all requests

My winnings amount to €27,741. These winnins were made using only my own deposited funds. I did not use any bonus, free spins, promotions, or special offers. I played only slot games.

This is alot of money for me and this delay is causing me stress. I figured everything would be smooth since I used their service for instant bank deposit through my bank. I have already sent them a proof of ownership of my bank account so what is the reason for even requesting a bank statement?

I respectfully request that Coolbet:

Immediately finalize the review of my bank statement

Complete my verification without further delay

Process my withdrawal of €27,741 promptly

I am a legitimate customer who has followed all rules and provided all requested documents in good faith. There is no valid reason for this continued delay.

I appreciate AskGamblers’ assistance in resolving this matter.

Unresolved

€27,741

2 months missing payment or delayed

Hi,

I made a withdrawal of 30,000 NOK on the 29.05.2025 to my Wise bank account, which has been missing for over 2 months now.

I have provided bank statements and documents that CoolBet casino has asked for, and they have told me its the payment provider they have that has issues. However, I have made several withdrawals after this, which have always come after 1-3days to my account without any issues.

For 2 months now, I have been getting the same reply from live chat, which is « We are waiting for a reply from the payment provider».

Now I dont see why it's my problem, if theyre payment provider steals money and they dont reply to them. How is this the players' problem, and why should they be affected for over 2 months?

I have several times asked for a Receipt of the transfer for proof, which they deny giving me, which is very suspicious. They are doing nothing to resolve this case or help me, and give me back my missing 30.000 NOK.

I have several pictures of this to support and prove my claims, both from live chat and the withdrawal missing. I can provide this if requested.

Hopefully, CoolBet will prioritize a VIP customer and solve this case.

Unresolved

kr30,000

Withdraw pending for over a month and I have inquired 3 times

My withdraw of 2000 euros has now been limbo for 32 days. I have asked for it is still in "waiting" for 3 times from the customer service, for which the response is that "this is a normal procedure which occurs alongside bigger winnings". This is somewhat surprising, as I have been an active user of Coolbet services for at least 3 years, and my cumulative withdraws are well over 20000 euros total, yet this is the first time a withdraw has taken more than a day, as per my recollection. Hence, I find it difficult to believe that this is a common occurence, having not encountered it in the past.

I have not used any bonuses during at least the past year, probably longer, so misusing them cannot be a reason. Every time I have asked for more information, I am only told that this is a "security check", which I understand needs to be somewhat illusive, but I am unfortunately left with nothing to grasp. I have been told that "the matter is actively being taken care of", but if that is the case I cannot even fathom what kind of an operation my background check entails, especially when my offer to assist any way have been denied, being "not required at the moment".

I might add that on top the 2000 euro pending withdraw I also have 3000 euros on my account, which, too, are behind the same faceless wall. I currently have no idea what is withholding my money, how long it will take, will it happen in the future or why it has fallen upon me only now. As it stands, my money is unreachable with no concrete solution.

I apologize for not being able to copy-paste the chat log here: until end of 2023, I had a transcript sent to my email of every customer service interaction at Coolbet, but it seems that is no longer the case. Neither does their automated "download all my data"-service work, making the situation a tad more frustrating. Hence, I hope my summary is enough, as that is the meat of the situation: I have not been given really anything substantial.

I hope that I am not overreacting, but for me a over a month of waiting is enough, and I need closure. I have done everything I can: documents are up to date, and I have 3 times offered to help however I could.

As for Coolbet, my wish is for the withdrawal to proceed immediately and not be bothered with a wait time this long ever again, if everything is in order. If some data is required, I wish to be allowed to present it. Otherwise, I refuse to believe it takes a month to complete whatever check is in place.

Unresolved

€2,000