Cocoa Casino - Player’s withdrawal is delayed.

I played at cocoa casino with some free spins first, won something and requested a withdrawal at november 19th. After depositing money and sending them my documents, many messages and 2 weeks the withdrawal of 100€ was paid out.

when i deposited, i lost the money and got cashback the next day, november 20th and won again, requested another withdrawal over 135€.

since november 20th i have contacted the live chat not just several times, but often.I also wrote emails to the support and even got one mail back saying "your withdrawal has been successfully paid out.", but its still pending on the website and even the live chat tells me its pending.

Dear philippb2005,

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

• Do I understand correctly that the withdrawal is still pending inside your account without being processed?
• Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or it’s related to your account only?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but one month is an 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

Hello Petronela,

yes, you're completely right. The withdrawal still has the status "in progress" since november 20th.

No, they didn't tell me anything about why it hasnt been completed yet. The only answers i get are "im sorry for the delay" "i will tell my managers/the finance department."

I don't know other users of the casino, i can't tell if it's just me having the problem.

The point i really don't understand is : They paid the first one after like 2 weeks and many contacts, 2 deposits, verifying my documents...why didnt they just do both at once...i mean, the "finance department" can clearly see i had 2 withdrawals 1 day apart from 19th and 20th november.

If you need more information, please let me know. I just checked the casino website and its still the same status at the withdrawal(in progress), no mails from their support, nothing.

Thanks a lot for your work!

Hello nochmal,

ich habe heute morgen um 9:30 eine mail von cocoa mit folgendem Inhalt erhalten:

"Guten Tag Philipp xxxxxxxxxxx,

Wir möchten Ihren zu Ihrem Gewinn gratulieren!

Gerne teilen wir Ihnen mit, dass Ihre Auszahlung xxxxxxxxxxxxxx von 117 erfolgreich bearbeitet und an Sie ausbezahlt wurde.

Wenn Sie noch Fragen haben sollten, oder Hilfe benötigen, zögern Sie bitte nicht, uns jederzeit zu kontaktieren.

Mit freundlichen Grüßen

Cocoa Casino"

Die Auszahlung von 135 wird jetzt als storniert gelistet und eine neue Auszahlung von 117 wird als "Ausstehend" gelistet und ist für mich auch nicht mehr zum Abbrechen verfügbar.

Sollten diese 117€ ausbezahlt werden, werde ich mich natürlich damit zufrieden geben, auch wenn keine Erklärung dazu erfolgte, warum mir 18€ abgezogen wurden.

Thank you, philippb2005, very much for the update. Maybe the amount of the initial cashback bonus was deducted from the entire amount? That would explain the deduction. Please let me know when you receive your winnings.

Hello again,

so i received the payment of 117 today, there was no explanation at all about why it was reduced to 117, but im actually happy that they paid the winnings.

Thanks a lot for your time and effort!

merry christmas

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, philippb2005, for your confirmation, and please don’t 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,

Petronela

Casino.Guru