BetCoco Casino - Player believes that their withdrawal has been delayed.

The casino is intentionally delaying my win. Apparently, the casino unilaterally changed the withdrawal rules without notifying me in advance. The last payout was handled yesterday and it took 10 days. After this, I decided to withdraw all money from my account as I am dissatisfied with these lengthy withdrawal periods, only to be denied. Allegedly under the new rules, which they just introduced, you now always need to deposit each month in order to later withdraw your own money. This categorically doesn't suit me. The rules were changed without informing the player. I have no desire to play in this casino anymore, let alone make more deposits. I demand influence over the casino in the payout of my money. There was no such rule when I agreed to the terms and conditions during registration.

Dear djak1987,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I am attaching screenshots as evidence.

Dear djak1987,

Have you received your withdrawal from the casino yet?

The casino constantly cancels its withdrawal and refers to a new clause in the rules, which they introduced without first notifying me about it. They changed the rules of the casino, which became unprofitable for the player.

Thank you for your reply, djak1987. Do I understand correctly that you have made at least one successful withdrawal before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

I have had several successful withdrawals. The account is fully verified. I didn't use any bonuses. The casino unilaterally changed the rules without warning, making them as inconvenient as possible for the player. Now, in order to withdraw your money, you need to constantly make deposits. Now I had to make a deposit and play in the casino in order to withdraw my money. I'm waiting for the output again.

The casino began withdrawals in parts. Today the withdrawal of part of the money was carried out.

The withdrawal of money was carried out in parts. The complaint can be closed as resolved.

Dear djak1987,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Kristina

Casino.Guru