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

Again a further issue with the withdrawal process with this casino. I been waiting now since the 10th of July. On this occasion I completely forgot that I deposited with a new debit card. It took them ( the withdrawal team) almost 7 days to give me a nudge to send them card details. So all this time 7 days my withdrawal is been in pending status unbelievable delaying tactics. With that again they are asking me to send them faxback form which had already been verified for a previous withdrawal and also they again wanted address verification photo ID which has already been verified.

I have had it with this casino. Soon as I get my payment I'm closing my account. It's bad enough that you gotta be paided by bitcoin but the constant delays and the non answering of emails to support makes my blood boil. You really gotta sort of the withdrawal process make it speedier I'm off Cocoa casino when you get quicker withdrawal process I'll come back

Dear Louie,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that additional verification is nothing unusual if any of depositing methods has been changed. Please allow few working days to complete this thorough procedure. I would suggest setting the timer for 7 days. If there’s no development by then, we will intervene. Please keep me updated. I will be waiting for your reply patiently.

Best regards,

Petronela

Ok as soon as they pay out I'll be closing the account no customers should have to wait this long for a payment.

Thank you Louie for your patience. Please keep me updated.

Still waiting what a absolute joke how the hell have you scored this casino as 7/10.???

When are they gunna learn that the quicker you get payments back to customers the better chance you have got off having a returning customer. You keep them waiting this long why???

Id loved someone from Cocoa to explain why they are so slow. Plus you casino guru really need to revise your scoring.

Every time I access live chat I get the same guy Anthony. Livechat are reasonably quick to respond but the financial team answer emails it seems to me every 4 days. It's a joke they need to speed it up and be more responsive.

Thank you very much Louie for your reply. 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 would like to ask Cocoa Casino to join this case and explain why does it take so long to verify and process the withdrawal.

Hi louie191,

I will follow up on your case.

The information I have is that your documents were approved on July 20th. Once documents are approved, your withdrawal enters the payment queue. Processing of withdrawals can take between 1 and 7 business days.

We are on the 6th business day and I would expect your withdrawal to be processed shortly.

Best regards,

Oliver K***

Casino Host

Dear louie191,

Can you please keep us updated? Have you received your winnings?

Interesting that Oliver says time line 7 working days for process but it took them cocoa casino almost 7 days to request the debit card information that's my point. That process is too long. It shouldn't take any online casino 7 days to request verification documents. That's what I'm pissed off about and who wouldn't be.

Like I have said in the personal email I sent cocoa casino once you pay this out I'm gone. I'll be happy to return once you speed up the withdrawal process aim to be like ladbrokes or casino.com same day withdrawal. 10th of July I requested the withdrawal 17th or 18th you requested the depoising card details. That way too long.

I'm still waiting for casino guru to explain how they gave this casino 7/10. No way they should be scored that high.

Hello louie191,

We will work on making these procedures smoother in the future, with a near future goal of approving Bitcoin withdrawals within 1 and 2 business days.

I hope to have good news for your later today when our Finance Department comes online (they operate within Eastern Time working hours ).

Thank you for your patience.

Oliver K.

Casino Host

Dear louie191,

the ratings of the casinos are determined by many aspects. It usually takes much more time to verify the player and process their first withdrawal. As you see the casino is trying to help you and replies on your complaint so please just be patient.

Nick point 1 it's not my first withdrawal it's my second. The first took 12 approximately. I should have learnt my lesson from that visit. This second 1 I used a different debit card. So rightly so they needed verification.

They Cocoa casino requested the verification on the 18th of July 2020. The withdrawal request was submitted on the 10th of July 2020.

8 days for any casino to request verification documents is bang out of order.

I only used Cocoa because of the reviews on this platform. No mention in your reviews that for UK customers bitcoin is the only withdrawal option. It does say ask the cashier about withdrawal methods in their terms and conditions but who reads them. I take responsibility for not showing due diligence in that respect.

Dont suck up to Cocoa casino as if it's the normal procedure to be waiting so long for a withdrawal.

Like I said the rating system for this casino on your site is laughable.

Warn the UK customers that the only withdrawal option is bitcoin and it take ages to get your money back. If that's there in clear readable language I'm pretty sure they'd be very hard pressed to retain UK customers.

I like fairness I'm for the customers 100% and I will call out bad practices and this casino current withdrawal policy is shocking.

I will say that Oliver has stated that they intend to improve this process.

Watch this space!

Got payment come in last night. So in all took from the 10th of July to last night 28th of July. 18 days wow what an advert for speedy service susspose that's why you rate them 7/10.

A few questions for Casino guru??? I assumed you were independent acting as a go between customers and gambling establishments. So when I read the reviews of Cocoa Casino why is it documented that only 2 complaints have been made???

I made a very detailed complaint about my last transaction with Cocoa Casino yet somehow it has not been published.

The last transaction where I waited I think about 12 days for a payment from Cocoa Casino.

I very grateful for you assistance but in the interest of transparency post all complaints about this casino some customers get the full picture.

As I previously said I doubt very much that this casino would retain a UK customer base if they made it clear that withdrawal s for UK customers are BITCOIN only and the timescale for withdrawal is pretty lengthy.

In my case 2 visits 2 wins 12 days waiting for the 1st payment and 18 days for the 2nd payment. Hardly reassuring!

So today I will be closing my Cocoa Casino account but would love to return to review the potential improvements that Oliver intends to implement.

Thanks again all parties for your help and Casino Guro you have my permission to publish all my posts.

Let's see transparency at it's best.

Dear louie191,

Thank you for letting us know that your problem was solved. The reason why there isn't any visible complaint on this casino in our review, is because they have solved all their complaints thus there is reason to punish them. As I mentioned before verification and withdrawal usually takes much longer time and as you used a different card you had to go through the process all over again. We are working on our site every single day but at this high amount of reviews it is not possible to maintain the casinos daily and have 100% accurate information. However, I added the UK related withdrawal information to our review so the players can be aware of that in the future. 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