BetCoco Casino - Player’s withdrawals have been delayed.

Hi, I have had pendig withdrawls at betcoco since the start of January and it have not been payed. Their support promises to pay, but never does. Hope to resolve this with all parties asap. Have a nice day.

Dear hptm,

Thank you very much for submitting your complaint and forwarding relevant screenshots:

I’m sorry to hear about your problem. Could you please advise if you’ve accumulated your winnings with or without an active bonus? Do I understand correctly that you requested those withdrawals at the beginning of January but cancelled them later? Now they are pending since February 13th, is that correct?

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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawals approved, I truly believe it’s only a matter of time before you’ll receive them. Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hi.

I have accumelated my winnings without bonus.

Yes, I have canceled the withdrawal multiple times as nothing happened and hoped it would help if I remeinded them by requesting a "new" withdrawal. It never worked.

I have basically waited since the start of janauary as you can see, in the transaction list, way longer than the 14 days you advertised.

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

Hello there,

Thank you hptm for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BetCoco Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Dear User,

I'm sorry to hear about the delay in receiving your withdrawals from Betcoco. I understand how frustrating this must be, and I want to apologize for any inconvenience caused. As the Customer Success Manager, I want to assure you that we are a trustworthy online casino that always pays our users within 72 hours.

At Betcoco, we take great pride in providing a top-notch gaming experience for our users. We offer a wide variety of games, sportsbook events, and betting options to choose from. Additionally, we provide real cashback, free spins, and other exciting promotions to enhance your gaming experience.

Our support team is available 24/7 to answer any questions or concerns you may have. We are committed to providing exceptional customer service and ensuring that our users have a positive experience with Betcoco.

Regarding your pending withdrawals, please know that our team is working diligently to process all requests as quickly as possible. We understand that this has taken longer than expected, but please be assured that we are doing everything in our power to resolve the issue and ensure that you receive your winnings as soon as possible.

We want to assure you that you can trust Betcoco for all your online gaming needs. We are committed to providing a safe and secure platform for our users and take great pride in our reputation as a reputable online casino.

Once again, we apologize for any inconvenience caused and appreciate your patience and understanding in this matter. Please feel free to reach out to 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.

Hi, why was my withdrawls canceled today, Betcoco?

Could BetCoco update us on the status of the complaint? Why was the withdrawal cancelled?

Thank you for your response!

Hi! Betcoco have now approved one 450 euro withdrawal. I have two 450 withdrawals pending since 24.02.2023. I want to withdraw 5000 euros more from my betcoco balance. How can this be done most efficient betcoco?

Both my withdrawals are now declined. No commuication from betococo as to why.

Dear hptm,

We have received your complaint about the delay in your recent withdrawal. We would like to remind you that we always prioritize our users and ensure that withdrawals are processed in a timely manner, especially for our VIP users.

In your case, we have consistently delivered top-notch service and have always processed your withdrawals in less than 24 hours. We have a maximum daily limit in place for security reasons, and any reversals are done to protect your account.

We find it disappointing that despite our efforts to provide exceptional service, you have chosen to file a complaint. We value your business and hope that you will appreciate our dedication to delivering the best possible experience to all of our users.

Thank you for choosing our casino.

Sincerely,

BetCoCo Support Team

Hi, Betcoco. What was the issue behind my latest 450 euro withdrawal? You declinded it on your side.

I like your site alot. Hope this can be solved asap.

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.

As a team leader, I want to assure you that our team is committed to providing you with exceptional service at all times. We understand that mistakes can happen, and we take full responsibility for any errors that may occur, including those that may result from a simple human error such as a wrong click.

Please know that your VIP status is highly valued by us, and we will always do everything in our power to ensure that you receive the utmost care and attention from our team. You can count on us to make things right if anything goes wrong, and we appreciate your trust in us.

Could any of the parties update us on the situation of this complaint?

Thank you in advance!

Hi, they keep rejecting my withdrawal request. I dont know why. I have tried to ask, but I dont receive a detailed explanation as to why.

Hello Dear Hans. From our side, we can notice that the withdrawal failed. It was not rejected. Please check the payment information provided by your side so we can accept it immediately.

I also wanted to add that if you have withdrawal problems, you can contact our customer support service or email us. We will be happy to help.

hptm, I would recommend trying to change the payment method and see if your withdrawal will go through. Please keep us updated on the situation. Thank you in advance!

Please note that sometimes withdrawal requests may be automatically canceled due to incorrect bank or personal details provided by the user. We want to assure you that we have no intention of delaying or canceling withdrawals. Our users are our top priority, and we strive to approve withdrawal requests within 24 hours. In some cases, processing the withdrawal may take an additional 48 hours.

We kindly ask that you carefully review the information provided before making any withdrawal requests to ensure that it is complete and accurate. If you have any questions or concerns, our customer service team can assist you anytime.

Thank you for your trust, and we look forward to providing excellent service in the future.

Hi. I deposited using usdt (erc-20), and I try to withdraw usdt (erc-20) to my exchange wallet. Every time it get canceled. Why? What is the error with my exchange address?

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.

To avoid delays in processing your withdrawals, we recommend ensuring that your account information is fully validated and that there are no duplicates or discrepancies. Additionally, requesting withdrawals for amounts under 1000 EUR can help expedite the process.

We take pride in providing prompt and efficient service and are always available to address any questions or concerns you may have. Thank you for choosing our services.

Best regards,

Hi. New 900 euro withdrawal over usdt (erc-20) network requested to my exchange address. Could you please take an extra look at this, betcoco? It has failed multiple times now and you have not given any information as to why. Thanks in advance.

Withdrawal still pending, @betcoco.

Dear Hans,

I hope this message finds you well. I am writing to you as the manager of Betcoco Casino regarding the negative reviews that you have been leaving on Casinoguru about our casino.

Firstly, I would like to thank you for choosing our casino to play your favorite games. We appreciate your business and always strive to provide our players with the best possible gaming experience. However, we have noticed that you have been expressing your frustration with our withdrawal process in your reviews.

I would like to take this opportunity to inform you that we take our players' feedback seriously and we are always looking for ways to improve our services. To assist you with your withdrawal requests, we kindly request that you contact our customer support team directly. This will enable us to provide you with the assistance you need in a timely and efficient manner.

Furthermore, it is imperative that you contact our customer support team directly before posting any negative reviews on third-party websites. We are committed to providing our players with the best possible service, and we believe that the best way to address any concerns you may have is through direct communication.

I would also like to emphasize that we have always processed your withdrawals in a timely manner, even when you have won big. We take pride in our reputation as a fair and honest online casino, and we always honor our commitments to our players.

We want to remind you that leaving negative reviews on third-party websites without first contacting us is not an appropriate way to handle any issues you may have. This not only damages our reputation but also prevents us from resolving any problems that you may have.

As a valued player, we would like to continue providing you with the best possible gaming experience. Therefore, we kindly request that you refrain from leaving negative reviews without first allowing us to address your concerns.

Thank you for your understanding and cooperation.

Best regards,

BetCoCo Team

Hi, @betcoco. I have contacted you mutiple times through your customer support email and VIP email. I couldnt find a solution after my emails was not answered or my case done anything with, so I contaced casino.guru. I dont want to cause any drama or negative reveiws, just find a solution to the payment issue. Hope you understand @betcoco.

Dear Hans,

I am pleased to inform you that your withdrawal request has been approved and is currently being processed. We appreciate your patience during this time and we hope that you will receive your funds shortly.

Rest assured that we will continue to provide you with the best possible service and support, and we look forward to playing together for a long time to come. If you have any further concerns or questions, please do not hesitate to contact our customer support team. We are always here to assist you.

Thank you again for choosing Betcoco Casino as your preferred online gaming destination.

Best regards,

Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

I can confirm that I have received my withdrawal.

Dear hptm,

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,

Peter