Coolbet Casino - Счет игрока закрыт, а выигрыши конфискованы.

Shocking behaviour from Coolbet - One of the more popular casinos in Norway and Europe.

KYC after winning and requesting withdrawal.

After completing KYC I receive the following email

"Hello again xxxx, Thank you for your reply,

Its all done now. Perhaps not the way you had wished though. Namely, we have closed your account and confiscated your balance. For contect I reffer to rule 2.1.4 in our rulebook"

Thats it, no more information. I have breached no rules, and they have confiscated a balance of 200 000 NOK, including some big deposits.

From this point on Ive tried to contact them several times, but they are not willing to talk about anything.

"Hi again xxxx ,Thank you for your reply.I'm afraid I can't expose more details on the reasoning than I already have. We refer to rule 2.1.4."

Ruthless, absolutely stay away from Coolbet.

Dear Coolbetconfiscation,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise how long ago you registered your account?
• Which games you’ve been playing (live casino games, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

Meanwhile, I have checked the terms and conditions and this is what I found (here):

2. Your Member Account

2.1. Registration and Opening of Your Member Account

2.1.4 You must keep Your registration information up to date at all times.

• Is this the rule that has been used to justify the cancellation of your winnings?

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,

Petronela

Hi,

The account is not new and has had action in the past also. Bets are mostly sportsbook (99%) but also some casino spins I believe.

No active bonuses, no campaigns etc, just regular sportsbook bets. So all winnings are 100% free for bonus money. For documentation purposes I have the emails, but they are quoted in above.

After KYC check and proper documentation, the account was closed and email about confiscation received, nothing more.

Thank you very much, Coolbetconfiscation, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear Coolbetconfiscation,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I understand - it looks like Coolbet keeps up the same attitude as with me, by not answering and providing any details what so ever.

Since we haven’t received any response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint any time.

Dear Coolbetconfiscation,

I am very sorry, but since the casino team has not been responsive, we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru