BetCoco Casino - プレイヤーの引き出しが遅れています。

My experience with this casino started off pretty good.

I mainly used their sportsbook which provided a wide offer as far as in-play matches are concerned.

Of course I verified my account before depositing funds and using the site by sending my ID (back/front side) and a legal government document to validate my house address and after they both got accepted and verified I actually started using their services.

It all went smooth until I began asking for my first withdraw.

I deposited around 600e and made it to nearly 3k euros in my balance.

My first withdraw request was for about 2keuros which they took 12+ without ever confirming the request.

I kept asking their chat about the reason behind not paying my winnings and after MANY attempts they told me that the maxwithdraw is 1000e per day.Had I not spamed them with questions regarding my withdraw , I would keep waiting on this 2k euros payout which would never arrive.

Afterwards I canceled that withdraw and requested smaller ones.One 700e withdraw and another 700e withdraw 4days after.Still no confirmation about either of these withdraw requests and I doubt I will ever get my money.

In email , they keep assuring me that all winnings will get paid eventually , but the pending withdraw requests are too many so it may take a while until I actually get my money.They also keep asking for my patience each time the time-frames that they had originally set for the payouts falls short."Please wait until Monday , because on that day the most withdraw requests are getting approved." and "Please give it another 3-4 days and you will get the withdraw confirmation." and other such bullshit.

Do not fall into the same trap that I fell in.

They don't seem to be willing to pay winnings.

I will keep you updated regarding my "lovely" experience with them , to save fellow bettors from getting scammed the way I did.

Regards

Dear nickthequick166,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your payments are still pending inside the account without being processed? Could you please specify how many days ago were your withdrawals requested? Was your account successfully verified already?

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. 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 withdrawals approved, I truly believe it’s only a matter of time before you’ll receive them.

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

Best regards,

Petronela

Thank you for your response.

My first ever withdraw request took place at the 19th january and it was of 2k euros value.6days afterwards and while I was spaming their live chat with questions regarding my request not getting confirmation for whatever reason , I found out that the maximum withdraw amount per day is 1000euros.

Thus , I canceled that withdraw and made one of 700euros value at the 26th of January and one again yesterday of same value.

These are still pending of course and obviously I am not feeling very sure that I will ever get this money.

Of course my account is fully verified (both ID and proof of residense were provided and validated from BetCoco) and I still have 1.5k balance in the account which I feel very concerned about ,given the fact that I don't know if I will ever manage to get my withdraws confirmed.

I will wait 14days as you suggested and will let you know how things advance!

Best regards

I fully understand your frustration, nickthequick166. However, I will set the timer for additional 5 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.

Sadly there is still no confirmation on ANY of my withdraw requests , neither even for the one that I made on 26th of January.

I will also be waiting to see what they will do in the upcoming 5days but I don't have any hope that they will pay any of my 3k winnings.

Note that my account is fully VERIFIED and "VIP" according to the emails they are sending me.Also they have no requested a single screenshot of my Skrill account profile to verify its information and that It does indeed belong to me , so overall it's completely their fault for this delay of payout.

Thank you for still keeping in touch with me regarding my issue.

Like look at this.They are straight up insulting my intelligence. Every time I ask them why my withdraws are pending for 10+days now that's what they respond to me.That is extremely frustrating.

Thank you very much, nickthequick166, 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 best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you nickthequick166 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 why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Hello there,

I'm sorry to hear about the trouble you've had with your withdrawal requests. As the Customer Success Manager of Betcoco, I want to let you know that we are a trustworthy online casino, and we always pay our users within 72 hours.

I can understand how frustrating it must be to not have received your winnings yet. It seems like there may have been some miscommunication on our part regarding the daily withdrawal limit, and I apologize for that.

Please know that we value your trust and are committed to ensuring that you receive your winnings as soon as possible. Our team is working hard to process all pending withdrawals, and we appreciate your patience in this matter.

If you have any other concerns or questions, please don't hesitate to reach out to our support team. We're here to help and want to make sure that your experience with Betcoco is a positive one.

Thank you for choosing Betcoco as your online casino, and we look forward to serving you in the future.

Best regards,

Tony

Customer Success Manager at Betcoco.

Could any of the parties update us on the status of the complaint?

Thank you in advance!

As previously stated, our casino has an exemplary record when it comes to approving and processing withdrawals. It is essential to note that our only reason for rejecting a withdrawal is when we identify a duplicate account belonging to the player.

We at BetCoCo take pride in providing outstanding customer service and ensuring prompt processing of withdrawal requests within 24 hours. Our commitment to our patrons extends beyond providing a quality gaming experience, and we value our players' satisfaction and trust.

We encourage our players to verify their accounts to prevent the occurrence of duplicate accounts and any subsequent withdrawal issues. We understand that withdrawals are an integral part of our players' experience and strive to make the process as smooth as possible.

Thank you for choosing BetCoCo, and we look forward to serving you with our excellent services.

Greetings to both parties and sorry for being absent for 2weeks now.

As far as my withdrawal issue is concerned , I would like to have it officially known that I did as a matter of fact receive all winnings from my account.

Now I can't be certain if any stuff member of the casinoguru site , put in a word for that to happen or that was all just a miscommunication between me and the BetCoco live-chat agents but the result is the same.

BetCoco fully cooperated with me , paid me in full every cent of my winnings that I had in my account balance.

From this experience ,the one remaining confusing part was the maximum withdraw amount per day that my (verified and VIP) account was allowed to request as one agent on day 1 was advising me that the max limit is 1k per day and agent 2 the day after that noted to me that the limit is 1.5k per maximum daily withdraw.

Apart from this misunderstanding , all ended well and the casino proved their legitimacy and professionalism towards me , as they confirmed every withdraw that I requested in 24-72hours indeed as they claimed above.

Thus , unless any of you would like to discuss anything else regarding this matter , I suppose we end this ticket well as we are all satisfied.

Dear nickthequick166,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter