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I claimed their 5 free spins every day for a year promotion, which was great, until the 1st time I actually won enough money to cash out. During the time I was waiting for my payout I was unable to claim my 5 daily spins. I was assuming that was because I had a pending withdrawal, and that assumption was confirmed by a member of their support staff. However after my withdrawal was delivered my free spins were never returned to my promo page. Nowhere in the bonus terms for this promo does it mention that if you win enough to cash out you will no longer receive your daily spins. I tried to explain to support that this is poor advertising and customer service and that I would have played the money I won rather than cash out in order to have my free spins back, but they were unwilling to reactivate my promotion or compensate me in any way for my dissatisfaction. They told me that the promotion was for customers who were not “lucky enough to win.” I guess loyalty isn’t their first priority.
Thank you for your comment.
The 5 daily free spins are available only for players with full promotional eligibility. This is clearly stated in our terms. Please note that our promotions are designed to help players have bigger chances of winning. The casino reserves the right to limit promotions if a player has won considerable amounts at our games.
Thank you for your understanding.
My first ever deposit with a bonus I picked to be able to play blackjack was not honored to me I messaged live chat and was not helped what’s so ever I haven’t even played one cent if my deposit and was treated extremely badly by the worker from the site extremely bad customer service
Thank you for your review. Please note that you claimed a promotion that is for slots only. The terms of each promotion are clearly stated in the cashier, prior to claiming them. Unfortunately, we cannot allow you to play slots with that promotion, but we will be happy to void the promotion so you can play any game with your own deposit funds.
In the future, we kindly ask you to read the terms of the promotion you intend to claim so there are no unexpected surprises.
Thank you for your attention.
I submitted my first withdrawal on sept21 at cocoacasino for 500. I was told it would take up to ten days to process.. shortly after a set of Documents were requested and I provided what was asked even though they try to make it difficult because the files have to be pdf under a certain size which is about 10 times smaller than what the original image was . After submitting I heard nothing. So I asked if that was everything they needed and they said yes. I waited the ten days then they said well that 10 business days . I waited until 10 business days. Then everyday for 4 or 5 days they kept saying it will be soon they have escalated my withdrawal.
After a week and a half of this I started demanding to speak to a supervisor and they stopped responding at all. Sometimes it would say so and so joined the chat but would say nothing. I even went to a sister site because it’s the same customer service reps. Anthony whom I was in the middle of a conversation with on cocoacasino.com came on and I asked why he could respond here and not at cocoacasino.com. There was no reply on the sister site but in the cc website he said sorry to hear that in response to what I was texting about what was going on. After he would not say anything else. Ever since there are no more responses. They will not communicate with me at all.
I’m happy to see your withdrawal has been paid on October 10th.
We are resolving some technical issues with Bitcoin payouts that were responsible for the delay. By mid-October, we expect all BTC cash outs to be processed within 7 business days.
Thank you for your patience and understanding.
My verification was completed in two days which was quick, but I’ve now been waiting 12 business days for my payout and still just keep getting told that my enquiry will be passed onto the finance team…it’s getting ridiculous and I’m getting quite annoyed, especially as the casino itself states that withdrawal times are between 1 to 7 business days…
We attempted to pay your withdrawal but you entered an invalid BTC address. We have emailed you to please send us your correct address so we can successfully process your withdrawal.
Thank you for your undestanding and cooperation.
First time I´ve ever won like this online. This is a great casino. Love the games and I love the integration. The games are fun, exciting..these 4 sister casinos.cocoa ..paradise8..this is vegas ,Davincis gold , are by far my go to spots.
Soooo having said that i would like to add that i won and sent in all documents and its going on 2 weeks I´ve been waiting for 2 pending payouts for 9 days. Documents have been verified and now they are rolling me over. I won fair and square. It’s been way over 1-7 days. I´m not even wasting my time on a review seeing nothing in my cashapp bitcoin wallet. But i have hope and its the best casino around..so im rating it a 5.
First of all congratulations on your winnings! Rest assure we will pay your winnings and within the established time frame.
I see you requested your withdrawals on August 9th and August 10th. Please note that your withdrawal enter the payment queue (1-7 business days) after your documents are approved. Your documents were approved on August 12th.
So your withdrawals have only been in the queue since August 13th (Friday) and today August 16th (Monday) is the second business day.
Nonetheless, I have sent a message to our Finance Department to have your withdrawal in the priority queue. You can expect the first payment within the next 24 hours. Congratulations once again!
I won $125 and requested a payout via BTC and was sent an email requesting some security documents. When I try to send them the files are to large and won’t go through. I’ve tried reaching out to them for assistance and haven’t got a response yet, does anyone know what to do in this situation? Thanks
Thank you for your review. We kindly ask you to note that this is a sister casino. You won at This is Vegas.
We replied to your email from August 12th within a couple of hours:
Thanks for choosing thisisvegas.com
Please try to send it in PDF format. One file per email.
If you need any assistance don´t hesitate in contacting us.
Please check if our reply arrived in your spam folder.
We kindly ask you to send the documents in PDF or JPG file, one attachment per email. You are welcome to send several emails to us. Please send the files from your registered email address so the documents are automatically tagged to your account.
Thank you for your time and cooperation.
Fab Four Casino Host
Been waiting over a week for my payout and submitted all required docs for verification.
I was told my payout was escalated on Monday and will be paid very soon. Still yet to receive anything and stopped responding to my emails.
Who knows if I’ll ever see this money.
Thank you for your review. We must inform you that your withdrawal entered the payment queue on the following business day after your account verification was completed. Your account was fully verified on August 6th (a Friday), so the withdrawal first entered the payment queue the following Monday (August 9th).
That said, I can see your withdrawal is in the final payment queue in this moment and I expect it to be processed within 24 hours.
We aim at processing withdrawals between 1 and 7 business days.
Thank you for your patience and congratulations on your winnings!
They say they have live assistance but they take 2-3 hours to respond and will send you a copy and paste message that has nothing to do with your issue.
Do not Zelle them. they say it takes minutes to complete but will take ab 5 hours. In the meantime they’ll copy and paste things suggesting you made a mistake with transfer. Then it will go through when you’re in bed and done for the night.
Thank you for your feedback.
We are currently integrating the new Zelle processor in our cashier, so there might be some final glitches/delays we need to address.
I can see in our records your deposit has been credited. For the inconvenience, I have added a $75 Instant Cashback to your account.
Futhermore, I have sent you an email and you can reply there if you have any more feedback for us.
Thank you for your understanding and cooperation.
I met all of the wagering requirements and jumped through all of the hoops to get my payout I was told it would take anywhere from 5-7 days in still waiting exactly one month later for my cash out… And now they won’t answer me on the customer service chat! Took 5 min to add to account now I can’t get my money. Figures!
Thank you for your review.
Our records show that you have not completed your account’s verification process. We emailed you on June 28th with information about the documents still missing. We will email you again with what is required to complete your verification. Once your account is fully verified, we will be very happy to process your winnings.
My verification paperwork was approved 4/25 my payout request was submitted 4/27. Finally on 5/13 I received an email that my payout was processed but the funds are not in my Bitcoin wallet and there is nothing in my transaction history of a payout ever being requested or processed on my account. I contacted customer service and they tell me I must have provided the wrong Bitcoin address. I only have 1 Bitcoin wallet, there is no way I provided someone else’s address. I don’t even know anyone else that has Bitcoin.
We have sent you a new email with the blockchain confirmation of the payment made. We paid to the address entered in the cashier at the time of requesting your withdrawal. Please reply to the email and confirm that this is your wallet’s address.
As stated in our terms: When requesting a Bitcoin withdrawal, the player must enter their BTC wallet address in the cashier. We will only pay to the BTC wallet registered at the time of requesting the withdrawal. The casino will not be held responsible if a player enters an incorrect Bitcoin address when requesting a BTC withdrawal. If we complete a BTC payment to a BTC address that does not belong to the player (due to an error by the player when requesting the withdrawal), we will not re-issue the payment.
It was deposited, thank you
Been waiting 11 days on a withdrawal. When I asked why my withdrawal was taking so long I was told “fingers crossed”. Could only withdraw via crypto but yet deposited on card. I am in doubts if I will ever see my money. I have emailed several times also but they do not respond.
Thank you for your comment. You will indeed get paid. Please note as stated in our terms and conditions, your withdrawal entered the payment queue the business day after your documents were approved (Account verification was completed). Your documents were approved on April 13th.
As such, your withdrawal is within the normal processing time of 1 to 7 business days. It is in the final stages of processing and should go out within the next 36 hours.
Thank you for your patience with this matter and congratulations on your winnings!
Horrible customer service, they tell you the same thing over and over again. Been waiting for $500 payout that was won on March 14th, payment could not be made to Skrill prepaid so had to resubmit to Bitcoin. It says 1 to 7 business days for payout and im on day 8.
Our records show that you have been paid today. Please note that you requested the Bitcoin withdrawal on April 8th and we count only business days for the payment queue. You have been paid on the 3rd business day.
Enjoy your winnings, congratulations!
Please note that we are happy to pay your withdrawal within the established time frame, once your account is fully verified. My records show that you have not submitted your Security Documents. Please complete your account’s verification, we can process withdrawals.
The chat service is horrible, the representatives don’t know what they’re doing. They leave you hanging when they don’t like if they’re being challenged. I requested my bonus funds after making 2 cash deposits and they played dumb. My account will be closed ASAP.
We apologize if you had a bad experience with our support staff. We will be happy to look at your case again and help you in any way we can. Feel free to email us at firstname.lastname@example.org and direct your email to me, the casino host, Oliver King.
I will be happy to personally look into your issue.
I worry that cocoa is still up to their old tricks. Crypto is not really helping the payment times at this casino and it is still hard to win here. The daily cashback offer is very good though and I will keep playing here.
Thank you for your feedback.
We will be happy to review if there are any obstacles to your withdrawal. Please note that we do require security documents to be submitted and accepted prior to the first cash out. Feel free to contact me at email@example.com and I will be happy to personally review your account.
We’re glad to hear you like our daily cashback. Have you tried our weekly 25% cashback?
Hope you get more wins in the future. Keep up the good luck!
I’m the new casino host for Cocoa Casino. Just under a year ago, this online casino changed management and is now run by a group of online casino managers with more than 20 years’ experience in this industry. We strive to provide the best in online casino entertainment, promotions, games and customer support. I like to be a hands-on type casino host and will be very happy to look into any issue or problem you may encounter while you play at our site. I will also keep an eye on regular accounts to make sure you receive extra free spins and tokens as you deposit at our site.
Thanks for your time and attention. I wish you good luck at our site!
At first glance Cocoa Casino looked like any other casino. Pretty descend promotions, some nice slot games and pretty stable software. Then I hit the I-slots and I really started to enjoy it. I-slots are like anyother multibar slot game but with a twist, some are interactive others are not. But all tell some sort of story while you play. This is what makes the games really stand out form any other I have played before. From support I could get fast anwsers to all my questions, although haven’t tried the phone support I did try their Live chat and Email support which was easy to use and fast. I have found little negative about this casino nor any of their sister casinos on the web or in forums. My advice is try them out, they got good promotions and great support. Just try the fun games this casino might not be for everybody but it sure was it for me.
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