Complaint #10 Cozino Casino

Cozino Casino -Withdrawal still being processed for almost a month

By Daniel D.

3 years ago

Message on forum

£1300 withdrawal from 28/5/22 still being processed for almost a month, all wagering and bonus conditions met, verification compete but all emails to customer support return as undeliverable and ignored daily on their support chat. i have had very little response and they have not requested any further documents from me they said they have upgraded my withdrawal for processing but that was a week ago and the casinos policy is within 11 working hours not a month.

Disputed Casino Cozino Casino

Reason Delayed payment

Amount £1300

Discussion

AskGamblers

• Support Team

3 years ago

Dear all,

Following an email confirmation from the complaint's submitter, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

AskGamblers

• Support Team

3 years ago

Dear @Dannycd,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Cozino Casino

• Representative

3 years ago

Hello,

Please note, when signing up you accepted our Terms and Conditions and by playing your bonus, the terms of our Bonus Policy. Both of which contain terms relating to your case.

In the Terms and Conditions 8.12 states "Before any withdrawals are processed, your play will be reviewed for any breach of terms and conditions/bonus policy and Responsible Gaming checks. Should We deem that a breach of the terms and conditions has occurred, or you have another account which is restricted due to our Responsible gaming tools/procedures, We reserve the right to withhold any withdrawals and/or confiscate all winnings and bonuses. Any contact by Us congratulating any win does not mean the win is legitimate and that the Accounts Department have checked for bonus policy/terms breaches."

And in the Bonus Policy clause 8 says "While making bets to wager any deposit bonus/offer (free or deposit) or bonus credited for free spin winnings, the maximum bet permitted is 10% (min 0.10) of the bonus amount or 5 (eg, 5 EUR, 5 GBP, 500 INR) (the lower amount applies). Failure to comply with this rule means you are in breach of the deposit bonus/offer terms and We reserve the right to void and remove any winnings. A bet includes any special bet feature, any gamble function or any other type of wagering activity (regardless of its name)."

Our customer support team had been in touch to explain further details on this in relation to your account on the 4th of July and again tried to call last night at around 17:00 but had no answer.
For more information regarding this matter, I recommend that you reach back out to the support team directly.

Many thanks,
The Cozino Team

Dannycd

• United Kingdom • 1 reviews

3 years ago

still not resolved , will not pay the amount i was told was available to withdraw after wagering was complete.

Cozino Casino Complaint Stats

Resolved 4 / 4

Avg. Amount $7,039

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

Cozino Casino Complaints

See all complaints for this casino

Withdrawal of 3000 GBP winnings being held

Hi, it’s been over ten days now from when I wanted to initially withdrawn my balance. It took them over a week to finally fully verify my account with countless documents sent. Then after verification they took the withdrawal option away. Even after requesting a withdrawal over three days ago again and contacting customer service on several occasions still no reply and still won’t give me the option to withdraw my money. With no live chat option or contact telephone number it’s ridiculous I have never come across a casino like this. In fact I didn’t think it was legal to not have a live support or an active point of contact that you can communicate with customers. I’m left with no option so please askgamblers can you help resolve this it’s so in-just what they are doing it needs to be resolved.

Resolved

£3,000

Poor communication and slow paying

Tried to start the first withdrawal process on the 02 December and even though they messaged me it had been processed I have still not had any updates to the status of the payment, and still no sign of payment, To add injury to insult they only allow £5,000 at a time to really stretch out the time to pay its patrons. The so called live chat takes 2 to 3 days to get any responses which is incredible nowadays.
I still have another £12,000 to withdraw and i dread how long its going to take. I am sure they have been paid from the slot company and they have a cheek to hold onto the money for so long.

Resolved

£17,000

Delayed Verification Of Docs

I signed up and deposited with this casino a week ago with no problems. The issue arises when I tried to play with my deposited funds it asked me to contact support which I did. It transpires unbeknown to me that I had previously self excluded under a license, which makes no sense to me as have never been a member of this casino before but apparently different casinos operate under the same license? I was informed via live chat that the self exclusion had now expired and to be able to play with my deposited funds I needed to provide two documents which I forwarded that same day and received confirmation that these had been received by the casino. After 2/3 days I was still unable to play with my funds so again I contacted live chat which takes on average 10/20 mins to get connected and was told that flash photography was not allowed and to resend one of the docs which again I did the same day. At no point did I receive any comms from casino stating there was an issue with one of the docs and I was told that this would now be put under high priority. Another 48hrs passed and I again contacted casino for an update and was told again that this would be placed under high priority. I spoke with them again last night and have now been told that they haven’t received any of my documentation despite receiving confirmation emails and support staff telling me they had received them. This casino has allowed me to join and make and deposit and now they are in my opinion delaying the KYC, but are quite happy to keep my funds. If there was an issue I should not have been allowed to sign up let alone deposit. I have attached a cpl of screen shots and can provide more proving this casino is lying about receiving docs.

Resolved