BetCoco Casino - 選手の退会が遅れました。

Betcoco don't pay me.

I have $5448 on my balance, which I have been trying to withdraw for 2 weeks.

Their rules say that they withdraw amounts up to 1000 eur within 72 hours. At the moment, 14 days have passed and my money has not been withdrawn.

Every day they promise to take them out, but they don't.

Betcoco не платят мне.

На моём балансе 5448$, которые я пытаюсь вывести уже 2 недели.

В их правилах сказано, что суммы до 1000 eur они выводят в течение 72 часов. На данный момент прошло уже 14 дней и мои деньги так и не вывели.

Каждый день они обещают, что выведут, но не делают этого.

Dear alexanderkotov23,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if it was your first withdrawal in this casino? Have you completed the KYC account verification successfully? Were your winnings accumulated with or without an active bonus, please?

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 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

I completed KYC successfully before the first withdrawal.

This is the second withdrawal, the first withdrawal of $1000 took me about 5 days, but the money was successfully withdrawn.

I did not take a bonus in this casino.

KYC я завершил успешно перед первым выводом.

Это второй вывод, первый вывод в размере 1000$ занял у меня около 5 дней, но деньги были успешно выведены.

Бонус в данном казино я не брал.

Hello alexanderkotov23,

Have there been any developments since our last conversation, please? 

Dear alexanderkotov23,

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.

Yes, the withdrawal has been made. There is a nuance only that they wrote off $2,000, and withdrew $1,000, but this already needs to be opened a separate complaint. Right?

Да, вывод был осуществлён. Есть нюанс только, что списали 2000$, а вывели 1000$, но это уже нужно отдельную жалобу открывать. Верно?

If you received a partial withdrawal we can wait for the remaining winnings to reach you. Could you please keep me informed about any further developments?

Dear alexanderkotov23,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.