Cocoa Casino - 選手の退会が遅れました。

Dear P00ki3,

Thank you very much for submitting your complaint. I’m 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

I have tried contacting the casino via live chat and got this message:

Is this the email address that you sent your queries to?

support@cocoacasino.com

Thank you in advance for your reply. I hope we will be able to help you as soon as possible to verify your account and receive your winnings.

Best regards,

Petronela

Yes, that is the email.

Thank you very much, P00ki3, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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 P00ki3,

This is Tomas and from now on, I will be taking care of your complaint. Could you please confirm if your issue is that you cannot reach the casino's support team in order to initiate the verification process?

Thank you.

Best regards,

Tomas

Dear P00ki3,

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.

Dear all,

Unfortunately, we’re forced to reject this case because P00ki3 has stopped responding to our messages and questions. Without P00ki3 cooperation, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Best regards,

Tomas