Resolved complaint
They want bank documents and I do not know what to hide
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I've been trying to sort this since the 18th and I think we're talking past each other. Coolzino wants source of funds for my €3,120 withdrawal. I sent a bank statement and they rejected it because it doesn't show salary. I'm self employed. There is no line saying salary, it's client payments. I told them that and got the same upload message again.
The statement also has payments from my partner for our bills. I blacked those out because they aren't anything to do with gambling, then they said edited document. I wasn't changing amounts, I was hiding my partner's name. I really don't want to put all our finances on some public complaint site. I have invoices and tax stuff if someone tells me exactly what they're looking for. I deposited €150 from my own account and won on Starburst, no bonus. ID and address were already approved. Can you please help get a human answer instead of another red cross?
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13 replies · Oldest firstThis case is resolved. The public conversation is kept for the record.
This case is resolved. Public replies are closed.
Please don't post the statement here. Send us only the wording of the request privately, not the full financial file. I'll ask Coolzino for a specific document route for self-employment and whether third-party entries may be redacted. We can't approve redactions on their behalf.
Thank you. Sent their message. It just says proof of source of funds, bank statement with salary. That's all.
And I haven't refused to verify. Want that clear because the chat agent said non compliant.
The automated example was unsuitable for the player's employment type. A reviewer will send a tailored request through the secure account portal today, explaining the accepted income records and treatment of unrelated third-party details. The withdrawal remains on hold during that review.
RMattKoag, please check that private request before uploading anything further. Tell us if it still doesn't address your situation; there's no need to reproduce the records in this public thread.
Much better email. It names two invoices, matching bank credits and a date range. They said upload the original through the portal, partner names stay private with the review team. I can do that.
Uploaded this morning. Portal receipts saved.
No decision yet. Bank holiday where I am, don't know if that matters for them.
I've asked for the review status rather than assuming a holiday timetable. You've supplied the requested files and there is no new task showing in your portal capture.
The review is complete. We accepted the records and released EUR 3,120 to the verified bank destination today. We have sent the payment reference privately.
Got the email. Still waiting to see it.
€3,120 received yesterday evening. Thanks. I was scared you'd want all the invoices published but nobody did.
Closed as paid. The specific request was completed privately and the withdrawal reached you. Your financial documents are not part of the public complaint.