Cocos Casino - 選手の退会が遅れました。

I won this amount playing live casino, after 3 days I sent the documents they still haven't verified me, After sending several emails they accept my documents, but they removed all withdrawal methods, so I couldn't withdraw anything, after another 2 days the casino closed and didn't give me the money won. We are talking about 02/28/2022. And I'm still waiting for that sum.

Ho vinto questa somma giocando al casinò live, dopo 3 giorni che avevo inviato i documenti non mi hanno ancora verificato, Dopo aver mandato svariate mail mi accettano i documenti, ma hanno tolto tutti i metodi di prelievo, quindi non ho potuto prelevare nulla, dopo altri 2 giorni il casinó ha chiuso e non mi ha dato i soldi vinti. Stiamo parlando del 28/02/2022. Ed il sto aspettando ancora quella somma.

Dear simonecald7,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your withdrawal is still pending inside your account without being processed for almost a year? Is your account still accessible? Have you been given any explanation of what caused the delay?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but waiting for a withdrawal for almost one year is absolutely unacceptable.

However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi, no, the withdrawal was never possible due to no payment options from them, every time I contacted them they said there was a problem, until they closed permanently. I also have a video of this and photos from live chats with the operators. In all this my account is no longer accessible as well as the casino website.

Ciao, no, il prelievo non è mai stato possibile per via di nessuna opzione di pagamento da parte loro, ogni volta che li contattavo dicevano che c’era un problema, fino a quando non hanno chiuso definitivamente. Ho anche un video dì ció e delle foto delle live chat con gli operatori. In tutto ció il mio account non è più accessibile come anche il sito web del casino.

I don't know how to send the video.

Non so come inviare il video.

Thank you very much, simonecald7, for providing all the necessary information. I will now transfer your complaint to my colleague Veronika (veronika.l@casino.guru) who will be at your assistance. I wish you best of luck however, since the casino is closed in our system as well, I do not promise any positive outcome. Nevertheless, we will try to contact the casino.

Okay thanks.

Va bene, grazie.

Dear simonecald7,

I will be taking care of your complaint from now on. I've just reviewed your case and fully understand your concerns about getting the payout. I'll try my best to help you resolve the issue by contacting the casino.

I would like to ask Cocos Casino to join the conversation and aid in the resolution of this complaint.

What if the casino doesn't respond?

se il casinó non risponde che si fa?

If the casino doesn't respond, I will close the case as "unresolved" in our system, which will negatively affect the casino's rating. I understand this wouldn't be a satisfactory solution to your issue, but I'm afraid there is not much that can be achieved without cooperation from the casino's side. I would then recommend you contact the Curaçao Gaming Authority. For now, I am trying to reach the casino representatives in as many ways as possible.

How do I contact the Curacao Gaming Authority?

come faccio a contattare la curacao gaming autority?

Can you help me contact the authority?

Voi potete aiutarmi a contattare l’autorità?

The owner of the casino was the company Abudantia B.V. registered under the laws of Curacao under registration number 126608, which held an e-gaming sublicense # 8048/JAZ2014-034 issued by Antillephone N.V. with Gaming License # 8048/JAZ. That means you would write an email to: complaints@gaminglicences.com  or certria@gaminglicenses.com.

Of course, I can help you contact the authority, but first, let's wait and see if the casino replies directly to this thread.

But in these cases, can the authority help me get the money back or is it a remote case?

Ma in questi casi l’autorità puó aiutarmi a riprendere i soldi oppure è un caso remoto?

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good evening, I read the email, so are you talking to the casino via skype? Can I get more information

Buonasera, ho letto la mail, quindi state parlando voi con il casinó tramite skype? Posso avere più informazioni

Updates?

Aggiornamenti?

Hello, I sent you an email, please check it out. Thank you.

Dear simonecald7,

although I got in touch with the casino's management via Skype, they have not responded to my requests to solve the case. Therefore I have to mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution for you. However, the decrease in the rating of this casino will also decrease the rating of other casinos with the same management, so it might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you'll be notified by email. In the meantime, you can contact the Gaming Authority, as I mentioned before. I cannot guarantee that the authority will get you the money back since the casino is closed, but it's good to at least try. Please let me know if you need help with filling out the form (veronika.l@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards

Veronika, team Casino Guru