Cocoa Casino - Player’s struggling to withdraw his winnings.

Issue with the terms and conditions around withdrawal for uk based customers. The policy is not clear only option for withdrawal is bitcoin although policy more or less contradict that written policy.

Please be aware that only residents in the United Kingdom may opt for the British Pound (GBP) currency. Winnings that occur in British Pounds will only be paid in the same currency to legal residents within the UK.

Winnings will be voided if player account is in any way linked to other account(s) where chargeback(s) have been placed within the inter-casino security network.

In order to request a withdrawal, our system requires a verification deposit of the minimum amount (€/£/AU$/$25) or (R250) into the casino with the same method that you will use to withdraw. This is done in order to link your withdrawal method account with your casino account. This verification deposit does not have any wagering requirements and can be cashed out right away unless you claim a bonus with this deposit. Please verify with our staff which withdrawal methods are available in your region before you make your verification deposit.

If a player deposits with a credit card he/she is required to have a security form documents in order to process a cash-out, and there may be a waiting period of up to 7 days before withdrawal is processed.

Where in that policy does it clearly state that bitcoin is the only option for withdrawal????

I would like someone from Cocoa casino to reply please.

Adrian ***

Dear Louie,

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

Have you to verify with the casino staff withdrawal methods available in your region? Which payment method you have used to deposit your funds, and which one would you like to use to withdraw your winnings? Please understand, that variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers and bank restrictions, all have a major influence.

I hope we will be able to help you to find more suitable way how to receive your winnings. Looking forward to hearing from you.

Best regards,

Petronela

Verification documents sent waiting for them to be accepted I have had a chat with team via email. Basically within the terms and conditions it does say ask customers services what options are available for withdrawal it is there in writing but it can easily be misleading.

My issue is to highlight that particular part of terms and conditions or capitalization the written text so players in UK are aware that bitcoin is the only withdrawal option for UK customers to withdraw.

So I'm waiting now for the bitcoin funds. I had to set up a bitcoin wallet. I have no idea if I have done it correctly but I requested a withdrawal to bitcoin wallet and status is pending.

I'm 52 yrs of age not really computer educated so I guess I'm just gunna have go pray on this 1.

Lastly they keep stipulating that banking laws prevent them from sending it back to my depositing method my debit card.

I'm almost certain that I have used a casino based in the same country as where this casino is licenced from and had payment back to card or my bank account.

So possibly a lie on their behalf.

So thanks anyway. I'm wait till Wednesday see if my pending status has changed by then.

Adrian ***.

Thank you very much Louie for providing all the necessary information. I will now transfer your complaint to my colleague Nick 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.

I truly believe it’s only a matter of time before you’ll receive your winnings.  

Update 28th June.

I spoke to a representative of cocoa casino tonight via live chat.

Just needed confirmation of timescale of pending withdrawal and confirmation that the financial team have previously paided bitcoin to coinbase wallet. This was the wallet I managed to get open to process my bitcoin wallet from cocoa casino.

Those of you who are reading this if you are from the UK please be aware that withdrawals from this casino are bitcoin only if you reside in the UK.

Anyway representative answered my question stating that pending status is 1-7 working days and that they have previously used coinbase as a withdrawal agent.

So fingers crossed that this process is successful.

This bitcoin fiasco is an education of confusion especially for a 52 yr old non computer tech minded person.

I still say that they cocoa casino should have highlighted that condition in their terms and conditions or bold text it so potential customers can clearly see it.

There is no way that I would have deposited funds in this casino if I was fully aware of this condition plus the difficulty in getting an account open to process the withdrawal.

Anyway so the test is now timescale for the pending withdrawal and whether the process of accessing the bitcoins from coinbase wallet to my bank account is straight forward and successful. These 2 factors will determine whether I remain a customer of cocoa casino.

I will update if any further progress.

Dear louie191,

Thank you for letting us know that your case is moving forward. I am not really sure if it's possible to add this information to the terms. The casino can change the payment methods anytime - add new or remove old - so the term would't be always relevant. Please note that after you register your account you are able to see which withdrawal methods can you use even before you deposit.

Please keep us updated about your withdrawal, we hope you will receive it soon.

Yes understood Nick further information required by cocoa casino. They want me to complete a faxback form and want me to re-send debit card front and back. The 1st sent debit card details according to them not clear but I can see information clearly so not sure what is going on.

Struggling with faxback had to screenshot the request form then copy and paste into word then complete it and send it as an attachment.

They keep saying that I deposited with a credit card I keep telling them it's a debit card that is linked to my bank account.

The faxback form is a form that requires your user name contact details address details printed name signed signature and dated.

Most of these provided in documents sent. Signature on passport and back of debit card, address on utility bill user name they should know just a wasted exercise in my opinion.

Anyway just waiting for confirmation that latest sent documents have been accepted. I doubt that they will accept faxback form just cant work out another way to get it to them.

Praying it's ok.

It appears that cocoa casino are adopting delaying tatics stating that a further 1-7 days for verification.

Why do I find these unscrupulous sites????

Hello Adrian,

Thanks for the documents you sent.

The Security Department will be reviewing your account and will get back to you as soon as this is completed. Please stay posted so you can reply quickly in case something is needed. This way the verification procedure won't be delayed. Please notice that no payout can be processed while documents are not in the file as you are sending them now. Payouts take from 1 to 7 business days after your documents are in the file.

Respectfully,

Ian *****

cocoacasino.com

Sending new documentation can be sometimes like trying to verify your account all over again so may take up to few days. Please let us know when you get some news from the casino. If they still won't accept the documentation sent, we will contact them.

Additional comment from the player:

I recently joined Cacao Casino on the 26th of June made what I thought was one successful deposit on the 26th of June 20 and 2 unsuccessful deposits. So I played on the site blackjack which played ok only issue for me is it's the only blackjack platform they have available and I could only play one hand.

Anyway carried on playing got to I think around £60 so i thought I'd withdraw my money. That's when the first issue occurred. Turns out you can depoist via debit card but you cant withdraw via same method.

Then alarmly I sinced discovered you can only withdraw via bitcoin if you are based in the UK. Its there in there terms and conditions just took it for granted that I'd be able to withdraw back to my card as it was my depositing method.

So a withdrawal request put in on the 26th gone through a nightmare getting verified and having to open up a bitcoin wallet. Not even sure if it's going to work I opened up a coinbase account so it's a case of just pray that it works.

So all docs verified my withdrawal request has moved from pending status to processing. So today is the 3rd of July still no payment.

This is my major concern. Its turns out that Cacao Casino use a payment provider called payofix. I made one successful depoist on the 26th of June via debit card a further 2 were unsuccessful 1 was again by debit card the other was by bitcoin (though I dont recall the bitcoin deposit).

So the unsuccessful deposit via debit card was still charged to my account it appears on my bank statement as a pending transaction to Pay with BARTHER.

I checked all my emails couldn't link which gaming provider it was for.

After phoning my bank they gave me the name payofix. I then located an email from payofix that linked me to live chat.

I explained to 2 live chat operators that a declined transaction had been actioned from my bank account for the sum of £25.

They asked me for screenshots of my bank statement ,I sent them they agreed they had over charged £25. Live chat operators of payofix were Aiden and Kaiden wont forget him my nephews name.

Anyway at this time they didn't know who the merchant was so we were at stalemate. I researched payofix and the reviews were terrible so at this time I thought I'd been scammed.

I immediately phoned my bank and asked them to cancel my card and the phone operator told me that if any refund sent to card it would still process. Just wanted to be safe after reading reviews about payofix.

Anyway I asked payofix to refund me the overcharge and to please find out who the merchant was so I can take up any action with them.

Today out of nowhere a balance of £25 appeared in my Cacao Casino account. Now I knew that I had not actioned this depoist as my debit card had been cancelled yesterday.

So I accessed live chat operator on Cacao Casino spoke to Ian asked him how has this money been put into my casino account.

We were arguing back and forth he was adamant that it was done my end today the 3rd of July 2020. Bear in mind I believed that I had been scammed with the mystery missing £25 from the 26th of June

.

So again I went straight on the phone to the bank and asked them had I actioned a £25 debit to Cacao Casino today. They said No the card was cancelled yesterday. That put my mind at ease.

This is where the penny dropped. Payofix had unwittingly put the refund in my casino account. This now meant if I wanted a withdrawal or a refund I'd have to have it in bitcoin.

I explained this to Ian live chat operator from Cacao Casino he was still adamant that it came from me today 3rd of July.

I told him I'd wager it cause I ain't gunna wait another 7 days for a bitcoin payment.

Anyway I then get an email from Cacao Casino

Hi Adrian,

We have reviewed your account and at this time a refund is not warranted.

The last 25 deposit was wagered in Blackjack, the same game you have played previously and won from. Additionally, all sessions have been played from the same IP address, which confirm that there is no unauthorize access to your account.

As the funds have been fully wagered in our games, a refund will not be possible to be issued.

Thank you for your understanding.

Security Department.

email not signed is it from Ian *****???

Additional comment from the player:

Joined this casino in the 26th of last month June 2020. I play blackjack its mainly the only game I play online.

Anyway deposited I think it was £25 using my debit card btw I'm based in the UK. Depoist went through successfully no issues.

I accessed the blackjack platform they only have one blackjack game on their website so not much choice.

Anyway I won only a nominal amount think it was £131.00. So great I thought I'd withdraw the winnings. This is where the trouble started.

UK customers cannot withdraw back to debit card they can only withdraw via Bitcoin yes you are reading right only Bitcoin withdrawals for UK customers. 

So I then went through a long winded process of validation. Usual documents required passport debit card utility bill bank statement and a form called a faxback. This is a form you complete yourself but it has to be sent back via scanner. It took me several attempts to get pass verification but I got there in the end.

Then I had a few issues. A previous depoist had been declined but still debited from my bank account. I managed to get in contact with the payment providers payofix they confirmed that they owed me a refund.

So I was now waiting for my withdrawal £131.50 and a refund of £25 for the declined deposit.

The withdrawal remained in pending for what seemed a ages not a delay that any customer should put up with. It then changed from pending status to processing and the declined deposit had somehow appeared in my casino balance.

I was fuming I went straight to live chat spoke to Ian Green who was adamant that I had deposited the money my end on that day.

Anyway it appears that payofix had transferred the refund to my casino wallet. 

So I wagered the balance still fuming about the mixup created by payofix the payment providers.

So only today did I get my withdrawal request in my bitcoin wallet coinbase.

I say to any UK customers the blackjack platform plays well the customer service are ok live chat respond in good time but the withdrawal process is an absolute nightmare.

26th of June 2020 was the request I got it today 06.07.20.

I doubt I'll be depositing on this site again. They need to speed up withdrawals and the reviews on payofix are shocking. 

You can close off the case just wanted UK customers to be fully aware that bitcoin is the only withdrawal option.

Dear louie191,

Thank you for letting us know that your problem was solved. Please do not hesitate to contact us in the future if you come across any troubles, we will gladly help.

Best regards,

Nick

Casino.Guru