Cocoa Casino - Player’s withdrawals have been delayed.

Salve;ho vinto complessivamente 75 euro su cocoa casino.Avevo già inoltrato i documenti in precedenza ed erano stati approvati.Mi hanno chiesto di mandare di nuovo i documenti ; li ho mandati il 14/06 e sono stati approvati di nuovo il15/06.Mi hanno chiesto di depositare 25 euro in btc e l ho fatto.Avevo vinto 50 euro il14/06 e 25 euro il21/06/2022.La settimana scorsa a mio reclamo via mail hanno risposto che avevano un po di ritardo sui pagamenti.Oggi ho reclamato di nuovo e mi chiedono DI MANDARE I DOCUMENTI( sarebbe la terza volta!) E DI DEPOSITARE ALTRI 25 euro!

Aiutatemi a riscuotere le mie vincite

Grazie.

Dear Nawezi,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawals. Do I understand correctly that your payments are still pending inside the account without being processed due to incomplete account verification? Were those winnings accumulated with or without an active bonus, please?

Have you been informed what specifically seems to be a problem in verifying your account?

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious casinos takes KYC lightly and it might take a few working days to complete this thorough process.

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

salve, io ho mandato 2 volte i documenti ,e sono stati verificati e APPROVATI il 15/06( lo conferma una vostra mail).A vevo vinto 50 euro con un bonus attivo,e poi HO DEPOSITATO 25 euro, HO GIOCATO E VINTO 25 euro, cosi ho chiesto un prelievo di 50 euro il 14/06 e un prelievo si 25 euro il 21/06.La settimana scorsa mi avete detto via mail non c erano problemi ,era solo un ritardo dovuto a tanti pagamenti che dovevate elaborare.Adesso mi chiedete di mandare i documenti di nuovo(la terza volta dopo 2 approvazioni !)e di DEPOSITARE! Io ho gia fatto tutto questo, non capisco il problema, al limite ridatemi i miei 25 euro di deposito che avete preso.

Grazie cordiali saluti.

Thank you very much, Nawezi, 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 best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Nawezi,

This is Tomas and from now on, I will be taking care of your complaint.

I would like to invite Cocoa Casino's representatives to join this discussion in order to resolve the issue.

Dear Cocoa Casino,

Can you please provide us with the explanation of why you need the player to be verified for the third time?

And why is another deposit needed?

Thank you for your cooperation.

Best regards,

Tomas

Hi everyone,

The account verification is complete. I'm reviewing why support provided incorrect information. It appears at first sight that they shared a generic template without validating first that verification deposit was made and documents were approved.

Furthermore, I'm checking with Tech Department why these withdrawals did not enter the normal payment queue.

I will make sure these payments are paid promptly.

Our apologies for the inconvenience and delay.

Best regards,

Oliver King

Casino Host

Dear Cocoa Casino,

Thank you for participating in the resolution of this issue. We hope that you will obtain the additional information from the Tech Department soon, so we can close this complaint to the satisfaction of all parties.

I will now extend the timer for an additional 7 days, please continue to keep us updated on any developments.

Best wishes,

Tomas

Hi,

I have in my records that one of the pending withdrawals was paid on July 11th.

The other was rejected on July 15th due to an invalid Bitcoin address.

We will be happy to pay the second withdrawal once it is re-requested with a valid BTC address.

Thank you for your cooperation Nawesi.

Oliver King

Casino Host

Hello Nawezi,

I hope you are doing well. Could you please confirm that you have received the first payment?

And have you already re-requested the second withdrawal with a valid BTC address?

Please inform us once it's done. Thank you very much.

Kind regards,

Tomas

Salve ,ho ricevuto il primo pagamento di25 euro.Per quello di 50 euro mi hanno detto che l indirizzo btc con cui ho tentato il prelievo era s inesistente(sbagliato).Ho rifatto il prelievo con l imdirizzo corretto(spero!) e aspetto il pagamento,comunque GRAZIE MILLE per avermi aiutato.

Thank you very much Nawezi for updating us.

I'm looking forward to hearing from you that the second withdrawal was successful too.

Best wishes,

Tomas

Buongiorno,

thank you very much,merci beaucoup, GRAZIE!

Ho ricevuto anche il secondo pagamento di 50 euro.

Cordiali saluti ,ciao.

Dear Nawezi,

I am really glad to hear that! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Tomas