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

I made a few DEPOSITS, win over 3500.00 I don't understand it know anything about Bitcoin, how it works anything. I tried multiple times to reach customer support, I end up in live chat with one of their agents Ryan Smith which by the way sounds completely phony name he's very rude ignorant disrespectful won't help me through anything I opened a coin base for Bitcoin I copy and pasted my apparent coinbase address to have Bitcoin sent to it I filled out a $500 payout request form they told me I need to verify my ID my bank card I use to make deposits and the utility bill I did all that sent it multiple times to customer support emails I literally just talked to that Ryan Smith again and he's very rude and ignorant like I said said he doesn't have the documents but I physically did it three times I asked him to check if the Bitcoin address is correct for my coinbase I'm out this money and there's $3,000 3,500 sitting there and I want access to my money I don't understand how you can use somebody's bank card to make deposits but you can't return money to that card makes no sense yes I contacted a lawyer he said something doesn't seem right I need help I don't know what to do I need that money

Dear Mark,

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

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too.

If you’ve been advised by the casino to use an alternative payment method to withdraw your winnings, I would strongly recommend following their instructions. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Is there any relevant communication that you could forward to petronela.k@casino.guru before we’ll contact the casino and ask for their assistance?

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

1. Hi thank you first and foremost for your timely response,I really do appreciate it. I was tricked into and lead to believe that the same method used for DEPOSITS was used for withdraws. There was never any mention of verbally or written that I could use my debit card for deposits but had to have access to Bitcoin for withdraw. I would've never dealt with the casino if that was the case, I've looked and searched everywhere for this just to make sure I wasn't wrong, I've made numerous attempts to contact their story team and the only response I got was from a Jack Brown saying and I quote I never answered the welcome email, which by the way is false I did it a couple times even after that message from him, he never addressed my withdraw issue. He was only covered about the welcome email for be to answer so they could continue to send me deals and bonuses via email. I reached out to an international betting and gaming law firm, I had someone from them try to contact them with no response,I even opened Coinbase account so I could do what they asked, sect them all the necessary documents to verify my identity and accounts and still nothing I've made two payout requests so far each for $500 which I will attach to this if I can just to show you and still no response. I even talked to somebody from pale fix or company they deal with financially and was specifically told by them that if the casino wanted to they would be able to fund me my winnings through them but they don't do that what they try and do is prolong paying out the winnings in the hopes that the longer they drag it out you'll use it and put it back into casino while you're waiting for your money I'm not doing that I won 3,300 fair and square May deposits met all their criteria I want my winnings. Well I don't see where anywhere on here where I can upload documents but I saved and kept record of every dealing I had with them so again I'm waiting for their response. I will take this legally and take legal action if I have to and I'm ready to I have the team to do it I don't want to do that I just want my winnings that's all

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

Hello Mark,

I looked at your complaint and will do my best to help you. I would like to invite Cocoa Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

in response to them everything they have done or said is in contradiction to they're claims or policies. This was on there site that I had to research and look for...I showed the proof that I did everything, next over backwards to get my money. As they do call claim only Bitcoin is the way to get your winnings, that's a lie as you see what I attached, there words and rules, secondly I requested a refund because I had no other choice, they were not responding to me, letting me know anything as well as everything I did, proof of identification, getting Bitcoin to get my money was never answered, therefore to prove they weren't lying I did the refund to show they very well can put your winnings on the card/method people use to deposit. They went ahead and refunded my money to the card I used to deposit, and still it wasn't everything I deposited. They lied to be and everyone else. I did research they do this to everyone that win big.. They owe me 3364.00 by law, the Betting and gaming law, what they did to be was illegal, fraudulent and by their terms and rules, they broke quit a few of them. I am a single father and what they did is unacceptable and illegal. They closed my account and kept my money before I requested a refund, they forced my to do that, they are completely at fault and I saved every record and interaction ig had with them..I want my winnings 33364.00 that I legally won.

Hi,

I kindly refer you to our site: https://cocoacasino.com/banking.php

There we clearly state: Please note that players in the US and UK can currently withdraw winnings through Bitcoin only.

The screenshot you show is from a third-party site, not our site. We cannot be held responsible for information provided by third-party sites.

Again, the earlist withdrawal request was made on July 27th, the same day as this complaint is made. Withdrawals take 1 to 7 business days as stated in our banking page: https://cocoacasino.com/banking.php

There was never a delay with the cashout requests and the refund dispute was submitted to the processor on July 28th, within 24 hours of making the withdrawal request - not allowing the casino enough time to even review his case. To this date, the customer has not submitted his security documents.

Based on the points above, we find this complaint unjustifiable.

Thank you for your fair review of this case Casino Guru.

Best regards,

Cocoa Casino Management

I'm attaching something from my records regarding your misinformation on payouts. These are your terms that I had to look for and they contradict what you claim as well as are extremely misleading to people like mark.. so like Mark said and was told by an agent at payofix you can and are able to fund peoples winnings to their debit/credit cards that they made DEPOSITS with. It's written right here in the attached form, as well as confirmed by a worker at payofix and in your words in an email that the casino is processing the refund to Mark's debit card.. release this man's winnings and we'll be done with everything, move on and won't have any interaction again 

On Thu, Jul 29, 2021, 02:23 <support@cocoacasino.com> wrote:

An email I sent on the 29th never was answered

Also here is the only communication he's ever had prior to all this and not once in here does it mention anything about his payouts, documents anything. In this email in his own words(jack B****) contradicts himself by saying your agents never received his emails, false we documented everyone off them and all were received and opened but to mention this email that I will attach a copy of was replied to from an email mark sent. So that in itself shows your receiving his emails. Again he just wants to be paid what he's owed and move on. 

On Thu, Jul 29, 2021, 02:23 <support@cocoacasino.com> wrote:

Show quoted text

As well as another one..I could go on and on I also have pictures to prove everything but why bother. No one is going to help out do anything

Dear Casino Management,

I would like to ask you for evidence that this player asked for a refund of his deposits and also that it was paid. You can send it to my email: viliam.v@casino.guru.

Hi Viliam,

I have sent all the pertinent documentation to prove the refunds are completed after the refund request from the player was submitted.

Thank you for your consideration.

Cocoa Casino Management

Dear MarkMill77,

I have received evidence from Casino Management that you've asked for a refund of deposits and it was refunded. Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.