Cocoa Casino - Player's withdrawal is delayed.

Cocoa Casino

Username: barradas78

I deposited 15 and received +50 as a bonus,

I played and met the rollover requirement, reaching around 100 or 99 euros. I requested a withdrawal on the same day and sent the documents shortly after. I haven't received any contact, and the site states it should take a maximum of 12 business days. Today marks the 12th day, and I still don't see any progress on my withdrawal.

"Customer Service

We are here to help.

barradas78

Hello, the withdrawal is still pending.

barradas78

I didn't know you would wait until the last day.

barradas78

If possible, please send me an email with your answer.

barradas78

Thanks.

barradas78

Hello, the withdrawal is still pending.

barradas78

How to proceed?

Eleanor

has joined the conversation.

Eleanor

Hi there

barradas78

Hi

Eleanor

The process can take up to 18 working days.

Eleanor

For further details, you can contact your account managers.

barradas78

Please give me the email address.

barradas78

I have asked for the email to contact the manager.

Eleanor

Wait a moment, please.

Eleanor

support@cocoacasino.com

barradas78

I have to report this issue.

barradas78

My KYC is verified, is it okay?

barradas78

Today is the 12th working day.

Eleanor

Have you provided all documents?

barradas78

Yes.

Eleanor

It should be verified.

barradas78

Thanks for your time.

Eleanor

You're welcome.

barradas78

I am going to report this delay in withdrawal.

Eleanor

Once again, I'm sorry for your experience.

barradas78

I am going to read the terms and days regarding withdrawal.

"

 https://cocoacasino.com/info/terms#:~:text=Customer%20Service,days%20to%20withdraw

Dear barradas78,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

Could you please confirm that you have passed the KYC verification?

Is your withdrawal request still pending?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

Dear barradas78,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Payment made, of 50, deducting 50 from the promotion.

Claim closed.

Thank you for your help.

Dear barradas78,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Dominika

Casino.Guru