Cozino Casino - Player’s withdrawal has been withheld.

There was an issue with PayPal as I had raised a dispute however all the disputes have closed for over 10 days - the live chat is not live and they do not respond for up to 24 hours ( there is a warning that it may take hours) but this unusual

I put a withdrawal of £200 on the 9th of November - despite the resolutions between PayPal and Cozino IE closed and I sent screenshot to that effect - I get endless replies that do not address IE give me reason for not processing the withdrawal nor any payment

I have never come across such a casino before - when you replies from live chat they are simply platitudes and empty promises.

This is the very worst casino

Dear Nadia,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that the payment is still pending inside your casino account without being processed? Have you withdrawn any winnings from this casino previously?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal or you’re withdrawing a bigger amount of money. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hello I had 2 emails very similar approximately 10 days apart - there is clearly no intercommunication between the various members of the Casino Team - I have responded yet again and sent screenshots yet again to show that the 2 disputes via PayPal had been closed - I have also given 3 times now the reason why I raised such disputes ..The PayPal cases were closed at least 10 days ago ..since either the Live Chat Team or the first email subsequent to inform Cozino the PayPal dispute had been closed I received a latest email asking me why those disputes had been raised - I pointed out that I had already responded to those queries and sent the PayPal screenshots to show the cases were closed - I have now asked Cozino to provide references or cases numbers and to be specific as to what they believe to be pending issues...

A week ago I had live chats and emails telling me the withdrawal would be processed as soon as possible etc ...

Thank you very much, Nadia, for providing all the necessary information. I will now transfer your complaint to my colleague Adam 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 Nadia,

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

We would like to invite Cozino Casino to join the conversation and participate in the resolution of this complaint.

Dear Nadia,

I'm glad to hear that your issue got 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.