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I'm having trouble verifying my documents and withdrawing my balance. In the chat no one solved

Estou tendo problemas para a verificação dos meus documentos e retirada do saldo. No chat ninguém resolveu

Dear Arianepf,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Were your winnings accumulated with or without an active bonus, please?

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

Yes, I am not able to verify, because the site does not have this option, I would like to know where to send the documents, by email or what. I got a bonus and fulfilled the rollover, I have a real balance of $170 but I can't withdraw.

When the site can give me an answer I thank you

Quando o site puder me dar uma resposta eu agradeço

Thank you very much, Arianepf, 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 Arianepf,

This is Tomas and from now on, I will be assisting you with this case. In order to help you resolve the problem, I will now contact the casino.

I'd like to invite Cocoa Casino to join this conversation and participate in the investigation.

Could you please provide us with any information on how the player should proceed with verification?

Thank you.

Best wishes,

Tomas

Hello Tomas & Arianepf,

We hope this finds you well.

After reviewing the case, we can see the following:

• In order to cash out from a free chip, a deposit must activate the account first (paid back). The user has failed so far to make that deposit
• On January 17th, an email from the account manager was sent with all the relevant info and the verification documents that will be required. We never received a reply back

Thank you and have a great day,

Cocoa Team

Thank you, Cocoa Casino, for providing the information.

Dear Arianepf, could you please confirm whether you have made a deposit or not?

Kind regards,

Tomas

Hello Tomas, I didn't make any deposit. I didn't feel safe on the site and as a return it took many days I played the full amount

Olá Tomas, não realizei nenhum deposito. Não senti segurança no site e o como retorno levou muitos dias joguei o valor total

Dear Arianepf,

As per the casino's T&Cs, a deposit is mandatory in order to cash out from a free chip. On the other side, have you already provided the casino with the requested documents for verification?

Kind regards,

Tomas

Dear Arianepf,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Kind regards,

Tomas