BetCoco Casino - Player's winnings have been confiscated due to a breach of rules.

I made a deposit of 700 dollars. My winnings amounted to 420 dollars. When I wanted to withdraw, I was sent for verification. The verification was through the casino's website. I uploaded a photo. The support team told me that the verification was unsuccessful, but they did not explain the reason. My balance was reduced to 80 dollars even though I had 420 dollars in my account. They explained that I broke the rules and they can give back the deposit I made on November 11th. Prior to this, I had made deposits totaling 700 dollars. If I have violated the rules and they have voided all my bets, they should return my entire deposit.

Dear dauren11,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with BetCoco Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify which documents you sent for verification? Do I understand correctly that your account was blocked after you submitted the documents needed for KYC?

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

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

Best regards

Veronika

Yes. Sent id on both sides and utilities

No bonuses

Before we proceed with your case, please send any relevant communication between you and the casino regarding this issue to veronika.l@casino.guru. Thank you in advance.

Sent

I'm sorry but I have not received any emails from you. Have you sent the documents to the correct address, veronika.l@casino.guru? Alternatively, you may post screenshots here.

Thank you for the screenshots. Could you also send here the screenshot from November 24, where the casino stated which rules you broke?

Thank you very much, dauren11, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.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.

Hello, dauren11!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

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.

We have received your message and sincerely apologize for any inconvenience caused. Rest assured, we are passing this to the corresponding team and will respond as soon as possible.

Betcoco Casino, we are giving one more week for the response. If we do not receive anything in the meantime, I will be forced to close this complaint as unresolved.

Hello,

This user made deposits of 570.09 USD.

His win from his last deposit was 80.02 USD, he lost all the other deposits. We do not return all the user's lost deposits, but only those on which he won.

The winning has been confiscated because the user was not able to verify his identity.

During the verification, our identity service noticed that the documents POI ID: 175****** and ID: 48****** are fake.

Betcoco Casino, please, send proofs to my e-mail: pavel.k@casino.guru.

Why does the casino only return winning deposits? And does not return the lost ones? Why doesn’t all bets count at odds of 1?

I hope we will be provided with answer from the casino.

dauren11, could you, please, send me all documents that you have submitted for the verification to my e-mail: pavel.k@casino.guru?

Sent

dauren11, I have received only two pictures of your ID. Please, send me all remaining photos and documents that you have submitted for the verification: ID photos, selfies, proofs of address, bank statements etc.

Sent proof of address. I didn't send them anything else

dauren11, hello!

I have discussed the issue with the casino representative, and it seems like there should be no problem with your documents. However, their system has automatically declined it, so they have suggested that you submit your documents once more, ideally, passport, not the ID card.

Sent it to them by email

Please, try also to submit documents in the page once more, but make new photos.

Closed for my profile

kyc. I wrote to support and they told me to send it by email

All right, let me know when you will receive response regarding your documents.

Dear CasinoGuru Team,

I hope this message finds you well. I'm writing to update you on a recent development regarding a user's documentation.

We had previously requested new documents, specifically a passport, to verify the user's identity. However, the user resubmitted the same documents we had already reviewed and found to be inauthentic.

In light of this, we have decided that we do not wish to continue our business relationship with this user.

dauren11, can you confirm that the casino has requested the passport specifically? If you do not agree, please, send their e-mail or screenshot where they have requested you to send them documents once again to my e-mail: pavel.k@casino.guru.

They didn't ask for anything. I wrote to support and was told to send documents for verification by email. What specific documents were not mentioned?

Also after sending the Documents. I received a letter from them that they would inform me about the results of the inspection. I did not receive any letter about the results from them.

I sent you screenshots by email. They decided to steal my money. They behave like scammers. And sending them a passport won't change anything.

Betcoco Casino, given that I had information from you that the submitted document should "preferably" be a passport, and that I myself has mentioned that the passport would be ideal version, whereas player still could have resubmitted their old documents, and judging by the communication between the player and the casino support, that the player has provided me with, I can say, that passport was not requested "specifically". If you have proofs that the situation is different from what I have stated, you can always provide them through our Skype conversation.

Summarizing all above-mentioned, I would to request that the player is given one more chance to submit their documents (the passport in particular). Otherwise, we would need proof on why the player's ID has been rejected, which would include explanation on what exactly is wrong with it.

Thank you for your understanding!

We've encountered an issue with the documents previously provided for your account verification (POI ID: 175****** and ID: 48******). It appears they do not meet our verification standards.

We had intended to ask for your passport initially but mistakenly did not. We apologize for this oversight.

To resolve this, please submit your passport for verification at your earliest convenience using this link: Submit Documents. (Send by chat to support if not possible to attach documents, just add the email)

I am eager to normalize our relationship and resolve this matter.

Thank you very much for the understanding and cooperation!

dauren11, please, submit your passport through the provided link.

The passport was sent to the casino by mail, that’s what the support service told me

Hi, dauren11, there is no attachment to your last message, please, send it again.

There is an investment. I got an answer from betcoco

dauren11, hello, has there been any progress with your verification?

Hello! No progress. I sent my passport on January 29, 2024, still no response

I wrote a letter to betcoco. They don't answer me. I'm blocked from the support service on the site

Betcoco Casino, are there any problems with the verification of the player's passport?

Hi,

We got in touch with the user yesterday sending another link for verification. We are looking forward to solve this matter.



I sent my passport by mail and received a response that the document had been accepted for verification. You haven't responded for 12 days. Then you send a link for verification, although you have already accepted the document. And the link doesn't work. The link didn't work the first time either. Why are you delaying the verification? You needed a passport, I sent it. Is it normal to check your passport for two weeks and end up not checking it and sending new links that don’t work?

We're really sorry for the delay. We found out that more than one team was trying to fix your issue because of some confusion. We're on it now and will get everything sorted out for you as quickly as we can. Thanks for your patience.

We've been working hard to get you verified, with several of our teams involved in trying to manually process your verification. Unfortunately, our system continues to flag your documents as fraudulent, and we're at a point where we can't override this decision.

As a resolution, and with your agreement and that of CasinoGuru, we're prepared to pay you the $420 you've requested and then proceed with closing your account. We hope this solution is satisfactory under the circumstances.

Please let us know how you'd like to proceed.

I agree to pay $420 and close the account

This is wonderful news.

dauren11, please, let us know as soon as you receive the withdrawal.

Hi,

We just sent you an email asking for a wallet to send the transfer.

Dear dauren11,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Just to confirm we sent thew funds a couple days ago and sent him the confirmation as well.

I received the money. Thank you very much to the casino guru for your help in resolving the dispute

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, dauren11, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.

We would also like to than the Betcoco Casino for their cooperation and eagerness to resolve the situation! 

Best regards,

Pavel K

Casino.Guru