Cocoa Casino - Player is dissatisfied with the bonus policy.

I originally played the 40 spins on juicy Jewel and I managed to make about $30 off those 40 free spins and the requirements stated that I needed to do 20 times that to receive any compensation I managed to get my balance up to a little over $1700 and I thought hey I finally am winning some money on these online casinos now I've put in hundreds if not thousands of dollars into these online casinos over the years and this particular site I was new to but I figured it was like most you play by their rules which are clearly unlike most because a regular casino would never make you do all that just to get your money. Most casinos you walk in if you get a bonus great you can cash out whenever but most of these online casinos have their little hoops you have to jump through. I meant all the requirements it even says all requirements have been met and at that time my balance was at $847 now and they're fine print they said I can only withdraw 50 of that $847 which clearly I think is a scam because they're more than willing to take your money but they're not willing to pay you out. Now I just logged into my account and it says $0 is in my balance I've tried to speak with their contact support which is very vague and they give me no answers other than they say I wasn't allowed to bet more than $5 a spin after I used my 40 free spins. Nowhere in their disclaimer says that I can't bet more than $5 a spin so right there they're lying and clearly they're stealing. I don't recommend anybody depositing a single penny into this site because all it is is a scam and furthermore their contact support are very rude and they give you no help except very delayed vague answers and they give you no results so if anybody's looking to get completely ripped off then registered to the site cocoa casino

Dear James,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and I found this:

"The maximum withdrawal for any of our free sign up bonuses is €/£/AU$/CAD$/$50 (R500). After the cash out has been requested/completed, your Real Money balance will be reduced to zero. Bonus rollover must be completed before withdrawing any amount. The free no-deposit sign up bonuses have to be completed within 1 week of registration. The casino reserves the right to finish the promotion after this period and remove any winnings thereof."

"While a free no-deposit welcome sign up bonus or the daily 5 free spins promotion is active the maximum bet (per spin, hand, card, etc) is $5 (£5 - €5 or R50). Betting above this limit will void the bonus and any winnings thereof. Winnings originating from a free welcome bonus are also tied to this max bet limit."

I am sorry, but the vast majority of No Deposit bonuses have a maximum cashout limit, and there is nothing we can do about it. Casinos are free to design their bonuses as they wish and we cannot punish them for limiting winnings accumulated by playing with them.

Moreover, our position regarding maximum allowed bet rules is closely explained in Fair Gambling Codex. The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is kristina.s@casino.guru.

If there is any relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Kristina

Dear James,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.