Cobra Casino - プレイヤーの撤退が遅れています。

Hello,

I won 2000 euros on this platform at the beginning of June. I have tried to withdraw multiple times, but each time I was told that documents were missing, which I promptly provided. Since around June 17th, I have been trying to withdraw these funds, but they remain pending without any response or explanation. I have contacted the live chat five or more times; every time, I am given excuses and told that they will do their best. However, as of today, the withdrawal is still pending, and I can't find a way to withdraw my winnings. After waiting for more than 15 days, I tried to cancel and re-initiate the withdrawal, but I still haven't resolved anything.

Salve,

Ho vinto 2000 euro su questa piattaforma a inizi di giugno. Ho provato a prelevare più volte, ogni volta mi veniva contestata la mancanza di documenti che ho provveduto in maniera tempestiva a inviare. Adesso da circa il 17 giugno, sto provando a prelevare questi benedetti fondi, ma rimangono in sospeso, senza nessuna risposta e senza nessun tipo di spiegazione, ho contattato la live chat 5 o più volte, ogni volta mi vengono poste delle scuse e mi dicono faremo il possibile ma ad oggi, il prelievo rimane comunque in sospeso, e non riesco a trovare un modo per poter prelevare queste mie vincite. Dopo più di 15 giorni di attesa ho provato ad annullare e ri effettuare il prelievo, ma anche così non ho risolto nulla.

Dear antonioferraro125,

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 better understand the situation. 

• Could you please advise if your account shows a verified status?
• Have you accumulated your winnings with the help of a bonus?
• When was the last time you discussed the issue with casino support? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Looking forward to hearing from you.

Best regards,

Tomas

Hello, I will answer all the questions in order

My account has been successfully verified, I have sent all the documentation and information requested by the casino

No, winnings are derived from normal play following a regular deposit, no use of bonuses

The last chat with support was yesterday, I was not given a reason, just an apology and a "we will try to resolve it as soon as possible" same response as every time they are contacted.

Salve, allora risponderò in ordine a tutte le domande

Il mio account è stato correttamente verificato, ho mandato tutta la documentazione e le informazioni richieste dal casinò

No, le vincite sono derivanti da una giocata normale successiva ad un deposito regolare, nessun utilizzo di bonus

L'ultima chat con l'assistenza è stata ieri, non mi è stata data una motivazione, solo delle scuse e un "cercheremo di risolvere al più presto" stessa risposta di ogni volta che vengono contattati.

Has the withdrawal been processed, since your last post? Please let me know.

Hi, yes, 1 out of 4 withdrawals was processed (the limit is €500 per withdrawal so I had to make 4 separate withdrawals), the other 3 were cancelled. I proceeded to request withdrawals again for the remaining amount. I hope they do it faster with these others

Salve si, 1 prelievo su 4 è stato evaso (il limite è di 500€ a prelievo quindi ho dovuto fare 4 prelievi separati), gli altri 3 sono stati annullati. Ho provveduto a richiedere nuovamente i prelievi per il restante importo. Spero che con questi altri facciano più velocemente

Dear antonioferraro125, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawals have been all successful. Please keep me informed about any further developments.

Hi, today I successfully withdrew the 3rd trance, due to casino policy I can withdraw the last 500 tomorrow, but I think everything is solved at this point, thank you very much for helping me!

Salve, oggi ho prelevato con successo la 3a trance, per politica del casino posso prelevare gli ultimi 500 domani, ma credo che a questo punto sia tutto risolto, grazie mille per avermi aiutato!

Dear antonioferraro125,

I'm glad to hear your withdrawals are progressing smoothly. 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,

Tomas

Casino.Guru