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Well what can i say!

First of all ive had a 2 withdrawals paid out it took over 20 days.

Then i made my 3rd withdrawal waited 5 days then i logged onto my account and it had been rejected!

I was asking on live chat if i close my account will i receive all of my money in full because apparently i can only withdraw 300$ per withdrawal so its going to be impossible to withdraw all my funds they said they were unsure if i would even get my own money so i closed my account for 5 years and requested a withdrawal of my whole balance.

id like to know if im actually going to get this money and i thought Casino Guru could help me reaolve this because last time i asked on live chat they kept reading my messages and closing the chat!

Dear dilksy27,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with BetCoco Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify why was your 3rd withdrawal rejected?

Could you kindly advise when exactly you requested the withdrawal of your full balance? How did you request it, was it via email, live chat, or some other way?

Please forward any relevant communication between you and customer support regarding your problem to veronika.l@casino.guru.

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

Best regards

Veronika

Hello Veronika

I dont know why my withdrawal was rejected i asked on live support and they said it had just failed with no explanation why.

I requested a withdrawal of my full balance yesterday just as you would normally request a withdrawal and then closed my account for 5 years.

However i was told last week on customer support that if i closed my account they were unsure if i would even get my whole balance because it is a big amount but shouldnt customer support know something like that?.

Also i only closed my account because i think waiting 20 days for 2 withdrawals is pretty ridiculous if you ask me no matter how small of a casino it is.

I just thought i could contact Casino Guru for some support through this matter and hopefully i will receive my whole balance and this issue will be resolved soon.

I dont have any screenshots from speaking to live support i didnt think about taking any screenshot's to be honest

Hopefully you can help me resolve this situation.

Thankyou in advanve

Thank you very much, dilksy27, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you dilksy27 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BetCoco Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Hello Peter

My whole balance i requested when i closed my account was $2590.

That has since been rejected as i was told it was more than my daily limit i received this email by a woman called Erika the KYC and payments manager.

I have since been back and forth with her and she confirmed to me that because i have only deposited $120 it is only $300 per withdrawal and upto $1200 per month.

I requested a new withdrawal of $300 on the 24th of january and i received an email from Erika that my withdrawal will be processed yesterday and it is still pending on my account

Also i was also told as i have closed my account and i am unable to make a deposit that after 30 days my limit resets and it will be $0 per withdrawal so BetCoco are basically making it impossible for me to withdraw my money.

So they are basically saying i have to re-open my account and deposit more money so that my limit does increase i dont want to re-open my account i just want my whole balance paid to me and then i will never use them again.

I hope you can help me with my situation

Thankyou in advance

Hello,

I wanted to reach out regarding the limitations placed on your recent withdrawal attempts. These restrictions are in line with our terms and conditions, which we must adhere to for operational consistency.

However, we greatly value your business and are committed to assisting you as best as we can. I will consult with my team to see if we can approve your withdrawal request.

Could you kindly submit your withdrawal request once more? We'll do our utmost to expedite the process for you.

Hello BetCoco

I have re submitted my withdrawal last thursday and i was told by Erika on thursday that the withdrawal would be processed on that same day and now here 4 days later i am still waiting for it to be processed and it is still pending on my account.

Hopefully you can rosolve this situation quickly i appreciate your reply.

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

We had a small issue with withdrawals but we recently solved it. It will be approved in the following hours.

Sorry for the delay and thanks for the patience.

Thank you for the clarification BetCoco Casino representative.

Dear dilksy27, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear dilksy27,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.