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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

Desde dia 25 de Fevereiro que estou a tentar fazer levantamento dos meus ganhos e na parte do levantamento não aparece nada para introduzir dados dá tudo em branco , contactei o chat deles desse dia e dizem sempre o mesmo que estão com problemas técnicos e hoje já é dia 1 de Março e continuam com a mesma conversa problemas técnicos para levantamentos

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

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.

A minha conta foi verificada o que eles dizem é que é um problema técnico interno, até fiz a pergunta se era só a minha conta ou se todos os jogadores estavam com o mesmo problema e a resposta foi que era todos os jogadores.

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.

ok I will give information

Ok vou dando informações

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

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

estão a dizer que vão fechar até 20 de Março mas continua sem dar para levantar o dinheiro

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.  

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.

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.

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