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.
Cocos Casino - Player’s struggling to withdraw their winnings.
Amount: €300
Cocos Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
3.2
Cocos Casino has a Safety Index of 3.2, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 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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3 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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3 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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3 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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3 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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3 years ago
Translation
they are saying that they will close until March 20th but it is still not possible to withdraw the money
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3 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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3 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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3 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.
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3 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
