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Good Morning. I did the bonus rounds and did it, I was told I had to deposit to withdraw the winnings. I asked what the withdrawal method would be and they told me the same as the deposit. I used skrill. But my surprise, I didn't have skrill as a withdrawal option. I communicated in the chat to what I was told that there would be nothing to do, there would only be Bitcoin for withdrawal. I emailed support, to which they replied, which was a mistake. And what he could do for skrill. But I didn't have that option, being told afterwards that I could only take it for Bitcoin (to hinder the process, I said I didn't have a Bitcoin account). Now the 5 days I made for Bitcoin and I don't get anything. They tell me to wait, but for the other complaints, I will wait a long time. Very poor service

Bom dia. Eu fiz as rondas bônus e consegui ,disseram me que tinha de depósitar para levantar os ganhos. Perguntei como seria o método de levantamento e disseram me o mesmo que o depósito. Usei a skrill. Mas surpresa minha , não tinha a skrill como opção de levantamento . Comuniquei no chat ao que me disseram que não haveria nada a fazer, só teria Bitcoin para levantamento. Mandei e-mail ao suporte,ao que me responderam ,que era um erro . E que podia fazer por skrill. Mas não tinha essa opção ,sendo me dito depois que só podia levar por Bitcoin(a dificultar o processo,eu disse que não tinha conta Bitcoin). Agora a 5 dias que fiz para Bitcoin e não recebo nada. Dizem me para espera,mas pelas outras queixas ,vou esperar bastante. Muito mau serviço

Dear João,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand, that a variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers and bank restrictions, all have a major influence.

We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please confirm that your account has been fully verified?

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

Best regards,

Petronela

Hello good day. The account is fully verified. The withdrawal request was 6 days already. But the problem is, I was told that I could get up for Skrill several times. I think they are making it difficult to withdraw because it was a bonus

Olá bom dia. A conta está totalmente verificada. O pedido de levantamento foi a 6 dias já. Mas o problema é que me tinham dito que poderia levantar por Skrill,várias vezes. Acho que estão a dificultar o levantamento por ter sido bônus

Payment remains pending. I have serious doubts that will fulfill the case. Nobody answers me anymore. And I believe that the next step is to block my account. I see a lot of people complained about this casino. It is better to see the score, because it makes everything difficult. A digital payment takes seven days.

Pagamento continua pendente. Tenho sérias dúvidas que vão cumprir o caso. Já ninguém me responde. E acredito que o próximo passo seja bloquear me a conta. Vejo muita gente se queixou deste casino. É melhor ver a pontuação,porque tornam tudo difícil. Um pagamento digital demorar sete dias.

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

Dear João,

I looked at your complaint, and I’m sorry to hear about the complications you have been experiencing. I will do my best to resolve your case as soon as possible.

I would like to invite Cocoa Casino into this conversation.

Dear Cocoa Casino,

Can you please clarify the situation, and indicate the current status of the player’s withdrawal request?

Hello .. Good night. Today and 7 days, and I didn't get paid

Olá boa noite. Hoje e 7 dia ,e não recebi o pagamento

I've already received the money, now. I don't know if it was you but thanks

Já recebi o dinheiro , agora. Não sei se foram vocês mas obrigado

Hi João,

We have indeed completed the payout. Due to the holidays we are somewhat understaffed, so some payments were slightly delayed but we are working hard to pay all our players in time so they can enjoy their winnings during the holidays.

Congratulations on your winnings!

Best regards,

Oliver ***

Casino Host

Dear João,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that you have received the payment! We will now mark the complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Dear Cocoa Casino,

Thank you for your reply, and for clarifying the situation.

Best regards

Andrej