Coolzino Casino Complaints

I am having an issue with the Coolzino website in withdrawing the remaining balance of €915 from my account, even though my account was previously successfully KYC-verified and I already had two successful withdrawals — one of €500 and one of €1,000.
I deposited €300 to their site, managed to reach €2,415, and have so far successfully withdrawn €1,500. However, when I tried to withdraw the remaining €915 from my account 22 days ago, the request was denied and I was asked to reverify my identity, which I did immediately. That verification was completed successfully, and I received confirmation via email.

After that, I submitted a new withdrawal request for the remaining €915, but it was again denied. This time, I was asked to provide proof of deposit and proof of funds (bank statement, proof of winning, or another document showing a source of my income within the last 90 days).
At that time — and still today — I believe such a request was completely unfounded, especially since there is no mention in their Terms and Conditions that these kinds of documents are required as part of the verification process. Such a request would need to be backed by legitimate suspicion of money laundering or other criminal activity. Given the amount of my initial deposit, it is obvious that there was no money laundering or any other criminal activity on my part.
If such procedures were genuinely part of AML protocols, they would have required them before even allowing me to deposit and play — not only after I won.
So I had already been fully verified, completed KYC on my account, successfully made partial withdrawals from my account, and then when I tried to withdraw the rest, they started making unreasonable demands.

They told me via email and chat that this was just standard verification, but what else could they say? They have no legal right to demand documents that directly violate my financial and personal privacy without a valid reason. There is no law that says I must provide a bank statement just because I played and won money on a gambling site.
That’s when I reached out to you with the intention to open a complaint against them, as it was already clear they were only trying to delay or avoid the payout. Their behavior toward users is predatory.
At the time, you declined my request to open a complaint and told me to remain patient and cooperate with the casino. I followed your advice and continued to provide everything they asked for.

Since I am formally unemployed and work in trading, I sent them a list of transactions from my Bybit account covering the last 90 days. After that, I also answered a number of personal questions related to my finances.
Once I provided all that, the last thing they requested — seven days ago — was:
"a proof of ownership document for your crypto-wallet (a screenshot with your e-mail in the cryptowallet visible along with the personal information it's registered to)."

This also clearly shows that their intention is to delay or completely avoid paying the winnings, because if they are requesting this, and I had already sent them information confirming I use Bybit, they must know that Bybit does not allow the creation of a screenshot that displays personal information, wallet address, and email all in one place.
I immediately replied the same day and explained what I am now telling you — that such a screenshot is impossible to create and that they should already know this. Nevertheless, I offered to send what is possible.
Earlier, I had already verified the proof of deposit, where I provided a screenshot of the deposit made to their site from my Bybit account. And I also sent them a screenshot of my Bybit account page where my email address is partially visible (since it cannot be displayed in full). I believe it’s clear that the account belongs to me.

That was sent to them on the same day they requested it — seven days ago — and I haven’t heard from them since. In the meantime, I have sent them two more emails with no reply.
I believe it’s now clear that the site is doing everything it can to avoid the payout. Despite providing everything that was requested of me, they have now completely stopped communicating.
I hope this now meets the conditions for you to open a complaint on my behalf.
I of course have all the evidence for everything I’ve stated — I’ve taken screenshots of all communication with their customer support, and all email correspondence with them has been saved.
And let me just repeat once again: their Terms and Conditions clearly define what is considered part of the verification process, and when I created an account on their site, I did not agree to the kind of verification they later demanded from me. Nevertheless, I went through the process and provided everything they asked for.

I got a 1139€ win with Coolzino back in March and for the life of me cannot get it from them. I carried out a live selfie, uploaded passport, proof of 2 accounts for deposit and withdrawal, proof of address, proof i have a salary income, over 3 months payslips with statements showing my income received, wealth questionaire completion, lifetime transactions from the account i used to deposit 150€ and each time i get the below email fired at me. I told the Casino numerous times that i opened the account on the 13th March which is outlined on my statement. Source of wealth must show 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).

Ive deposited several times at Coolzino, never won.
This time i actually did, was offered a 100% bonus with freespins and a 10x max withdrawal = 500 EUR as my deposit was 50 EUR.

I tried using bank withdrawal, not one but twice, both times after 12-24h they were declined with ” Transaction was declined for unspecified reasons. Please try again with an alternative payment method or contact Support for assistance.”

I then contacted support once again, and they tell me to clear my cache and history of my browser, log out and use CHROME, and now the ”bank transfer” has been gone since that, and they have no clue how this could be.

They do nothing to help, not answering emails, no emails from support.
I need to go in chat, and explain everything again and again.

Please help me sort this.

Im attaching some of the answers ive got.

I have been waiting for a withdrawal since Friday, and there has been no progress. According to their regulations, they have 24 hours to approve a withdrawal. When I contacted them via chat, they claimed that it is being reviewed further but couldn't tell me how long it might take. This is ridiculous! I keep asking how long I need to wait, and they disconnect the chat and send me to another consultant who asks the same questions and gives the same answers! Please help me get my money withdrawn!