Cocoa Casino - Player’s refund is delayed.

this guys after messing with my account they then promised to refund me R250 from 07/sep/2023 claiming it will take 30days up 45 days,

today is november/09 and iam still waiting for the refund

Dear thatanyanehendrick,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed refund.

• Do I understand correctly that your refund is still pending inside your account without being processed?
• Was your account successfully verified in the past?
• Is your account still accessible now?
• What was the reason to refund your funds, please?

It’s quite usual for withdrawals or refunds to take a couple of days or even weeks to get fully processed, but two months is unusually long time.

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

Best regards,

Petronela

My account was successfully verified

I still have access to my account

I got a free chip and wagered it successfully making 1000 so they said iam a free player and can't withdraw , I should first deposit R250 ,so I deposited tried to withdraw no success then chatted with them ,few hours later when I login my wagered 1000 was reset and got free chip of R100 again but 250 no where ,that's when I wanted refund

It's like they play with me

Got another email 3 days ago

Thank you very much, thatanyanehendrick, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.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 thatanyanehendrick,

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

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

Dear Cocoa Casino,

Can you please update us on the refund status?

Thank you.

Kind regards,

Tomas

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.

Hello,

Thanks for bringing this to our attention.

Although we can see a refund was issued to the card. In order to fully back it with proof, the account manager will soon contact the customer asking for his Bitcoin address for receiving funds. The refund will be issued again to that address on Thursday (if the address is provided by then).

Thank you for your cooperation,

Cocoa Casino

Dear thatanyanehendrick,

Can you please update us once the casino has contacted you regarding refunding your balance to a Bitcoin address?

Thank you.

Yes I will ,as for now never heard from them

Ok they just did contact me now , I gave them the Bitcoin details , I'll be in await for funds, once they arrive I will update .

Thank you 👍

Thank you, thatanyanehendrick. I'm awaiting your confirmation.

I got my refund guys, thank you very much 🙏

Hello guys I confirm that I got my refund of R250

I am very thankful 🙏

Dear thatanyanehendrick,

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,

Tomas

Casino.Guru