BetCoco Casino - 選手の退会が遅れました。

Hello ! I have been waiting for the withdrawal for 8 days! I constantly contact support but there is no result!

the support service shifts all its responsibility to the financial department! the support service is absolutely useless, they write template banal excuses and cannot help with solving the problem!

also in the terms and conditions of the casino it is indicated that if the withdrawal amount is from 1000 euros and more, then the withdrawal is carried out for 7 days, but the support service deceives and talks about the amount of 500 euros!

since the end of last week they have been saying that my application has been approved and stupidly do not pay money!

they talk about waiting 24 to 72 hours, but I'm already waiting 192 hours! creates the impression that I was just scammed!

Dear joor1ng,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

I've been waiting for 10 days since the creation of the withdrawal request!

the finance department contacted me by email, but they did not provide me with any specific information, except for apologies and stupid excuses!

Hello ! today is the 13th day and still no win

Thank you very much, joor1ng, for providing all the necessary information. My apology for the delayed response. 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 joor1ng 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!

Dear User, It is possible that there may be some duplicate activity or information on your account which is causing a delay in processing your request. We understand how frustrating this may be and we assure you that we are doing everything we can to resolve the issue as quickly as possible.

We value your business and always strive to provide the highest level of service to our clients. If you have any further questions or concerns, please do not hesitate to reach out to our customer support team.

Thank you for your patience and understanding.

Best regards,

I would like to ask both parties to keep us updated to any developments to this complaint.

Thank you in advance!

We appreciate your concern regarding delayed withdrawals and we would like to clarify that users who are fully verified and request withdrawals daily do not typically experience any delays in the processing of their funds.

However, in some cases, we may need to perform additional verification checks or address any duplicate information or activity on the account which can cause a delay in processing the withdrawal request.

As a recommendation, we advise our users to ensure that their account information is fully validated and that there are no duplicates or discrepancies. This will ensure that there are no delays in processing their withdrawals.

Additionally, we suggest that users request withdrawals for amounts under 1000EUR, even if they request multiple withdrawals, as this can help expedite the process and reduce the likelihood of delays.

We take pride in maintaining the highest standards of service and ensuring that our users receive their funds promptly. If you have any further questions or concerns, please do not hesitate to reach out to our customer support team.

Thank you for your understanding and cooperation.

Best regards,

Hello !

I was paid, but they broke all the deadlines! I want people to know about this and make their own decision to play on this platform or not!

instead of the promised 72 hours, I waited 14 days for the withdrawal! draw your own conclusions!

We appreciate your business and value your feedback.

We understand that delays in processing withdrawals can be frustrating and we apologize for any inconvenience caused. However, we would like to assure you that we always strive to provide the highest level of service to our customers.

In cases where you experience delays in your withdrawal, we encourage you to reach out to our customer support team. As humans, we may make mistakes from time to time, but we are committed to addressing any issues promptly and efficiently.

We take pride in maintaining an excellent standard of service and appreciate your understanding and cooperation. We are always here to help you with any questions or concerns you may have.

Thank you for choosing our casino and we look forward to providing you with an exceptional gaming experience.

Best regards,

Dear joor1ng,

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