The player from Italy won 2000 euros in early June and unsuccessfully tried to withdraw the funds starting June 17th. Despite providing all requested documents and contacting live chat multiple times, the withdrawal remained pending without explanation. One of the four 500-euro withdrawals was processed after the complaint was submitted. The complaint was marked as resolved by us after the player confirmed successful withdrawals.
Cobra Casino - Player’s withdrawal has been delayed.
Amount: €2,000
Cobra Casino
Safety Index:Very highSafety Index
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9.1
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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5 months ago
Translation
Hello,
I won 2000 euros on this platform at the beginning of June. I have tried to withdraw multiple times, but each time I was told that documents were missing, which I promptly provided. Since around June 17th, I have been trying to withdraw these funds, but they remain pending without any response or explanation. I have contacted the live chat five or more times; every time, I am given excuses and told that they will do their best. However, as of today, the withdrawal is still pending, and I can't find a way to withdraw my winnings. After waiting for more than 15 days, I tried to cancel and re-initiate the withdrawal, but I still haven't resolved anything.
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5 months ago
Dear antonioferraro125,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise if your account shows a verified status?
- Have you accumulated your winnings with the help of a bonus?
- When was the last time you discussed the issue with casino support? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
Looking forward to hearing from you.
Best regards,
Tomas
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5 months ago
Translation
Hello, I will answer all the questions in order
My account has been successfully verified, I have sent all the documentation and information requested by the casino
No, winnings are derived from normal play following a regular deposit, no use of bonuses
The last chat with support was yesterday, I was not given a reason, just an apology and a "we will try to resolve it as soon as possible" same response as every time they are contacted.
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4 months ago
Has the withdrawal been processed, since your last post? Please let me know.
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4 months ago
Translation
Hi, yes, 1 out of 4 withdrawals was processed (the limit is €500 per withdrawal so I had to make 4 separate withdrawals), the other 3 were cancelled. I proceeded to request withdrawals again for the remaining amount. I hope they do it faster with these others
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4 months ago
Dear antonioferraro125, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawals have been all successful. Please keep me informed about any further developments.
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4 months ago
Translation
Hi, today I successfully withdrew the 3rd trance, due to casino policy I can withdraw the last 500 tomorrow, but I think everything is solved at this point, thank you very much for helping me!
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4 months ago
Dear antonioferraro125,
I'm glad to hear your withdrawals are progressing smoothly. 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,
Tomas
Casino.Guru
