Coolbet Casino - Coolbet에서 지연된 상금 인출.

Hello Casino Guru,

I need your help with an issue I’m having with Coolbet. I am trying to withdraw 6712 SEK, and I have never had any problems depositing or withdrawing money before. It’s just when I went on a winning streak that it seems like this site is now harassing me and requesting address verification and pictures of my bank card, even though I don’t have a physical card and only use a digital card. I have submitted the files they asked for, and they said that a bank statement showing the purchase on their site would be sufficient. Despite this, they still haven’t responded and are still holding my money. I need your help.

Hej Casino Guru,

Jag behöver er hjälp med ett problem jag har med Coolbet. Jag försöker ta ut 6712 kr, och jag har aldrig haft problem med att sätta in pengar eller göra uttag tidigare. Det är bara när jag gick på en vinstsvit som det verkar som att denna sida nu trakasserar mig och begär adressverifikation och bilder på mitt bankkort, trots att jag inte har ett fysiskt kort utan bara ett digitalt kort. Jag har skickat in de filer de vill ha från mig, och de sa att ett kontoutdrag där man kan se köpet på deras sida skulle vara tillräckligt. Trots detta har de fortfarande inte svarat och håller fortfarande mina pengar. Jag behöver er hjälp.

Dear pedramafsharpour8,

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 the payment method seems to be the only obstacle standing between you and your winnings?
• Have you provided all the other personal documents to verify your identity?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi Petronela, thanks for your reply.

Yes, I was able to play without any problems until I requested a withdrawal. It feels like they want you to play and lose. Why didn't they want this extra information before I won? I have already been verified through Swedish BankID and also verified myself through identification with ID before when I first created the account a long time ago. But now they come with these strange extra requirements that feel like harassment just because I want to withdraw a larger winning amount.

I really hope you can help me solve this problem as soon as possible.

Hej Petronela, tack för ditt svar.

Ja, jag kunde spela utan problem tills jag begärde ett uttag. Det känns som att de vill att man ska spela och förlora. Varför ville de inte ha denna extra information innan jag vann? Jag har redan blivit verifierad genom svenskt BankID och även verifierat mig genom legitimation med ID tidigare när jag först skapade kontot för en lång tid sedan. Men nu kommer de med dessa konstiga extra krav som känns som trakasserier bara för att jag vill ta ut en större vinst summa.

Jag hoppas verkligen att ni kan hjälpa mig att lösa detta problem så snart som möjligt.

Hi, the matter is resolved, I received the money.

Hej ärendet är löst, jag fick pengarna.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, pedramafsharpour8, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru