BetCoco Casino - Player is criticizing false advertisement of bonus.

I have been playing for half a year at Betcoco casino. They said for a deposit of 12euro you will receive free spins, you need to contact support, they said you need to make a deposit of 18euro in the chat, the same person wrote. Deposited 20+ euros in one payment. They said you need to pay again 18 euro. I asked for cashback, they wrote in the chat your account is not verified, although I have it verified completely. Wrote to contact by phone in Whatsapp about cashback. Whatsapp responded to chat. Made at least 8 deposits and did not receive any back or cashback. I have gold status. Please deal with this casino because their bonus program is a lie. I doubt that they will withdraw funds at all.

Dear Vudiaudi,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you redeemed any promotional offers from this casino in the past? What was the exact reason why a promotional offer couldn’t have been applied to your account? Could you please advise if you have tried communicating this issue with the casino? If there’s any relevant communication, please forward it to petronela.k@casino.guru.

Meanwhile, please understand, that we can’t penalize the casino for not giving you a bonus automatically or for not rewarding you with a cashback. Casinos in general are not obligated to reward their players with promotional offers.

Thank you in advance for your reply and I hope we will be able to help you as soon as possible.

Best regards,

Petronela

Thank you, Vudiaudi, for your email and forwarded screenshots. Is there any relevant communication that would shed some light on your issue of redeeming the cashback bonus, please?

Since the cashback has never been credited, therefore, I cannot provide evidence that it was credited. I didn't use the welcome bonus.

I'm sorry to hear about the difficulties you've experienced with our bonus program at Betcoco. As the Customer Success Manager, I want to assure you that we are a reputable online casino that always pays our users within 72 hours. Additionally, we pride ourselves on providing a high-quality gaming experience and exceptional customer service.

I apologize for any confusion or miscommunication that may have occurred regarding our bonus program. Please know that we take all complaints seriously and are committed to resolving any issues in a timely and fair manner.

Regarding your specific concerns, I want to apologize for the experience you had with our support team. We understand that our bonus program may be complex, and we strive to make it as transparent and straightforward as possible. It appears that there may have been some miscommunication regarding the deposit amount required to receive free spins, and I apologize for any confusion or inconvenience caused.

Regarding the cashback request, it's possible that there may have been an issue with your account verification. I apologize if this was not clearly communicated to you, and we are working to ensure that all users have a seamless and efficient verification process.

Please know that we are committed to providing a fair and transparent gaming experience for all our users. We value your trust, and we want to assure you that you can definitely trust Betcoco for all your online gaming needs.

Regarding your deposits, I understand that you have not received any cashback or bonuses. Please know that we take all complaints seriously and are committed to ensuring that our users receive the benefits they are entitled to. Our support team is available 24/7 to assist you with any concerns or questions you may have.

Thank you for bringing this issue to our attention, and we appreciate your patience and understanding in this matter. Please feel free to contact our support team if you have any further concerns or questions.

Thank you for choosing Betcoco, and we look forward to serving you in the future.

Best regards,

Tony

Customer Success Manager at Betcoco.

Cashback has been credited. Compensate free spins for the amount of deposits and the issue is resolved.

Thank you very much, Tony from Betcoco Casino, for your assistance and prompt reply.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Vudiaudi, for your cooperation and 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