BetCoco Casino - Player with withdrawal issue due to bonus wagering requirements.

I deposited 3,000 SEK on September 20, 2023, and opted for a 100% bonus, which resulted in 6,000 SEK in my account. Since then, I've managed to win up to a total of 20,955 SEK.

The following day, I started experiencing issues

placing bets on certain games. This confused me because I was betting the same amount on games that had previously run flawlessly just a few hours earlier. It was frustrating since I was only a few hundred Kronas shy of fulfilling the wagering requirement, as shown by the counter next to my balance. The total wagering requirement was 240,000 SEK.

I reported the issue to the casino, and they recommended me to try a different game. I followed their advice and even lowered my bet since I was unfamiliar with the new game. It went well for a couple of rounds, but the problem arose again. Now, no games worked whatsoever, regardless of the placed bet. I found one that accepted a bet as low as 0.8 SEK (0.1 euro), but eventually, even that stopped working.

Last week, I contacted the support team again and made them aware that

the problem seemed to be linked to the bonus's wagering requirement, given that I could only bet the remaining amount, nothing more. Now, I only have 0.12 SEK left, and can't play any game. They claimed their technicians would investigate the problem and email me when they found the solution. Several days passed with no email from their side. I reached out again, and they seemed clueless about the incident as if they had no log of it. I asked them to check the logs as I had attached images and thoroughly explained the issue. Eventually, they found the information and once again promised a resolution. Days later, still no word from them.

On Tuesday, I asked yet again and

requested to speak with a real person. The woman assured me she was indeed a person and admitted they hadn't understood that I was unable to play any games at all. She promised a response within 24-48 hours. Now, 60 hours have passed since her promise, and I remain uninformed.

I've read here on CasinoGuru that Betloco.com sometimes asserts that users can’t win real money with their bonuses. When you reach the wagering requirement, you are awarded the bonus money you initially received, 3,000 SEK in my case. This condition was not clearly stated and is cryptically described in the terms and conditions. I do not believe I lost my initial deposit of 3,000 SEK, either. Out of the hundreds of casinos I've played at over the years, this is the first to have this rule. It really should be explicitly stated if they claim to be a legitimate operation. They have also not mentioned this in any of our communications. And I doubt it's a coincidence that the games stopped precisely when I met the wagering requirement limit.

I, therefore, request Betloco.com to remove

the blockade they've activated, and let me complete my game to whatever extent I wish. After that, I should be able to withdraw my money.

Hello Fadersvea1900,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BetCoco Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? What do you mean by having only 0.12 SEK left on your account or did you mean bonus balance? How much wagering requirement is left to finish the bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick

Thanks for the reply. Betcoco's support verified my account in connection with my first error report. They asked if I had verified it and I replied that I never received an email about it, not even in the mail. I asked them in the chat to resend the email but they replied that they had done it for me and that it was not the problem, that they were forwarding the matter and that I would get a reply back as soon as it was resolved. A few days later I started troubleshooting myself and then discovered that I could play for small amounts but not my usual bet of 4-6 Euros per game (50-70 SEK per game). This must be in their logs but I can't get it out on their page under Transaction history.

SEK 0.12 is what is left of the turnover requirement. When I had 10 SEK left, I could bet 10 SEK, I won 3 SEK and then I could not bet 10 again but only 3 SEK, etc. With SEK 0.12, I can't bet at all.

I have been playing online casinos since 2003 and play a lot at many different casinos. I work abroad and therefore cannot always play at the same casinos due to different IPs/countries, but have never had this problem before. I have had very few problems.

Since they do not offer the players to download the chat and I can not screenshot everything, I will say it was the 21st of Sep since I made the deposit the 20th of Sep and the issue occurred the day after which was my first day of complaints. Could be the 23rd of Sep since I first waited and cleared my cache, changed device etc.

Last time I spoke to them was beginning this week. I asked them about status and so on. I explain this conversation in my report where I asked for a "real person" to talk to. She promised me she was real and also promised that they would prioritize the incident and that they have misunderatood my problem etc etc. She said they will come back in 24-48 hours but it went +60 hours when I reported to you and still no responds +80 hours later.

Hello Fadersvea1900,

Please keep in mind that every bonus has a maximum bet limit which the player has to follow - you can find those limits here - https://betcoco.com/en/promotions.gbt

In few cases, if you bet over the maximum limit, it does not contribute to wagering requirement but mostly the casino has the right to confiscate any winnings generated if you did break this rule.

If you claim that you did bet over 5€, I believe that you won't be able to withdraw you winnings either way. The casino usually checks those bets when you try to withdraw the winnings from the bonus so if they are not aware of the breach of rules yet, they might be later.

Hi

I mean my general limits, regardless of which casino provider I play on. It was not possible to use stakes over 5 euros in Betcoco.com.

Hello Fadersvea1900,

The entire situation seems very unclear as you claimed that you have bet over 5€ and also once your balance got almost to zero, the bonus should have been canceled as well. Do you have currently any bonus active? Is the bet changeable while playing without a bonus? Is it possible to forward your entire betting history and the communication between you and the casino to nikolas.b@casino.guru?

Hi

I have only played for max 5 euros. I meant that I usally play for more. BetCoco has a function that doesnt allow you to play for more than 5 euros when using the bonus.

I have 20 950 SEK left in bonus. If I play one more round it will turn over to my own money. Thats why they have frozen everything. They keep sending me bonuses now but they have not return back on my incident.

i will try to download and send but as I wrote before they do not have the possibility to download the chatt.

Regards

Daniel

I logged in and now the bonus of 20 950 SEK (appr 2000 euros) are deleted. I contacted support and have attached the konversation. They claim it is problem with my country

Thank you Fadersvea1900 for all the information provided so far. I will now forward your complaint to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Fadersvea1900,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite BetCoco Casino to join the conversation and participate in the resolution of this complaint.

Dear BetCoco Casino,

Can you please provide further information regarding the player's bonus and the issues they have experienced?

Kind regards,

Adam

Hello Fadersvea1900 & Nick,

We're truly sorry for the inconvenience you faced due to the technical issue, and we want to assure you that such issues are uncommon for us. We take pride in delivering a smooth gaming experience. Nevertheless, when they do arise, we're committed to promptly addressing and resolving them to ensure your satisfaction. Rest assured, we're always here to help and provide you with the best service possible. Your trust means the world to us. We'll proceed to credit your balance for your intended wager (approximately 2,000 euros or 20,950 SEK).

Please confirm if this solution aligns with your preferences, so we can proceed accordingly.

Tony,

Casino Manager

Hi Tony

Yes, that is a solution. It is also important that you work to give your visitors a safer experience by giving them an incident number, update with status every three days and when you cannot solve it within 1-2 weeks, you solve it by being flexible.

Sincerely

Daniel

I understand, and thanks for understanding as well.

Thank you for your response and for explaining the situation, BetCoco Casino.

Dear Fadersvea1900,

Please let us know if you have been credited the balance and consider the matter to be resolved.

Kind regards,

Adam

Hi Adam

I am not yet credited.

Regards

Daniel

Hi,

Just to let you know we just credited the full amount to your account (real balance).

Enjoy, and know we are always here to help.

Thanks,

Tony

Casino Manager

I confirm that the funds are now credited.

Regards

Daniel

Dear Fadersvea1900,

Thank you for letting us know that the balance has been credited to you.

We will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Fadersvea1900, 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. 

Best regards,

Adam