HomeComplaintsCocos Casino - Player’s struggling to withdraw their winnings.

Cocos Casino - Player’s struggling to withdraw their winnings.

Amount: €300

Cocos Casino
Safety Index:Very low
Submitted: 28 Feb 2022 | Resolved : 21 Mar 2022
Resolved Our verdict

Case closed

RESOLVED

Case summary

2 years ago

The player from Portugal wass experiencing difficulties withdrawing their funds, it seems due to a technical problem. After some time, the player managed to make a withdrawal and the issue was resolved.

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2 years ago
Translation

Since February 25th I've been trying to withdraw my earnings and in the withdrawal part nothing appears to enter data, everything is blank, I contacted their chat of that day and they always say the same that they have technical problems and today it's March 1st and they continue with the same conversation technical problems for withdrawals

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2 years ago

Dear carla2983,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is the technical problem an internal casino system issue, or it’s related to your account only?

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible.


Looking forward to hearing from you.

Best regards,

Petronela

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2 years ago
Translation

My account was verified what they say is that it is an internal technical problem, I even asked if it was just my account or if all players had the same problem and the answer was that it was all players.

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2 years ago
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Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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2 years ago

Thank you very much, carla2983, for your reply. I fully understand your frustration. However, I will set the timer for additional 8 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

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2 years ago
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ok I will give information

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2 years ago
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Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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2 years ago

Thank you very much, carla2983, for the update. I will check back with you on Thursday. Your patience is very much appreciated.

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2 years ago
Translation

file they are saying that they will close until March 20th but it is still not possible to withdraw the money

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2 years ago

Thank you very much, carla2983, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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.  

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2 years ago

Hello carla2983,


I have reviewed your case and will contact the casino to see if I can help.


We would like to ask Cocos Casino to join the conversation and to aid in the resolution of this complaint.

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2 years ago

We would like to ask Cocos 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Waiting for approval
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2 years ago
Translation
Waiting for approval

This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

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2 years ago

Hello carla2983,


That's good news, I'm glad to hear that your issue has been resolved. I will now mark the complaint as 'resolved' in our system.


Thank you for using the Casino Guru complaint resolution center. 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,

Adam

Edited by a Casino Guru admin
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