Cocoa Casino - Player’s winnings have been capped.

I made a deposite without adding a bonus and won 500 dollars then i initiated a withdraw. After that i used a free spin bonus and won 100 dollars so i initiated a second withdrawal. The withdrawal took over 12 business days for the 500 and i finally recieved 100 of the first deposite of 500 and didnt recieve the 100 for meeting the withdrawal requirements of the second withdrawal which i used a free chip to obtian. I was told i used a bonus to get the five hundred so they gave me 100 but ignored me about the second withdrawal. The 500 withdrawal was deleted from the history also.

Dear woodroebailey38,

Thank you very much for submitting your complaint and for forwarding all the relevant screenshots. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation resolving this issue, but, before we do so, could you please forward screenshots of your cashier and bonus histories to petronela.k@casino.guru? Do I understand correctly that you redeemed Free Spins while having a pending withdrawal?

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

Yes that is correct. My withdrawal history has been deleted

my deposite history

reversals

Thank you, woodroebailey38, for the forwarded screenshots. Do I understand correctly that you redeemed Free Spins while having a pending withdrawal?

Yes i did and i won on the free spins.

If your initial winnings of $500 were acquired without using any bonuses, you should be eligible to withdraw the entire amount. If the casino's justification for capping your winnings is based on redeeming a free chip while having a pending withdrawal, a reasonable course of action would be to void the winnings from the free chip rather than the previous winnings. Ideally, both withdrawals should be paid in full since they represent two distinct game sessions.

Is there any relevant communication that you'd like to forward to petronela.k@casino.guru before we'll contact the casino directly?

No.

Thank you very much, woodroebailey38, 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 woodroebailey38,

This is Tomas, and from now on, I will be taking care of your complaint. I have reviewed your case, and I would like to invite Cocoa Casino to join the conversation and participate in the resolution of this complaint.

Dear Cocoa Casino,

Can you please state upon which condition you have applied the decision to cancel the player's initial withdrawal of 500 USD?

Thank you.

Best wishes,

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.

Thank you for sharing this with us and letting us know.

After it being checked by our finance department, we can officially say that the customer is right in his claim and should have been paid $400 more.

Please expect an email from the VIP department asking for your Bitcoin address for receiving funds. We will try our best to make up for this mistake.

Thank you so much for your patience and understanding. Our sincere apologies.

Cocoa Team

Dear Cocoa Casino, thank you for correcting the mistake.

woodroebailey38, can you please inform us once you have received the remaining 400 USD?

Kind regards,

Tomas

Yes I can and I will right after I receive it. Thanks.

The financial department hasn't contacted me.

Dear Cocoa Casino,

Can you please inform us once you contact the player regarding the Bitcoin address for receiving funds?

In the meantime, woodroebailey38, kindly let us know if the casino has already contacted you.

Thank you both.

Kind regards,

Tomas

Yes they did and i have been payed! It really worked. Super duper thank you!

Dear woodroebailey38,

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