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Cocoa Casino - non-payment

Ruling

Found for the Player - Despite our repeated efforts to contact Cocoa Casino to discuss this issue we have received no response whatsoever from the operator.

Read our Cocoa Casino Review.

Player's Complaint

Website : Cocoacasino.com (the: "Website")

Has C.E.G. Logo : no

[EDIT]

Explain : I waited over 14 days on my withdrawl for funds of 100$ I was verified and they stopped responding to my messages I reversed withdrawl now Noone is answering to recievevmy cashback insurance az the casino advertises so without any chat or email support I'd like a full refund on my deposit anx my original cashout for 100 also I have noticed the games do not pay out correctly in so instances and the win ratio was adjusted in thier favor I requested payback history and they quit responding CEG recommends under the CCRG 2022 that the authorities provide the said individual with an answer within 7 (seven) days after referral, as, for AML/CFT purposes, CEG is not authorised/has not been engaged to determine, in compliance with article 4(5), CCRG, whether the message contains a description of events that may qualify for criminal referral of either an unusual structure or act or conduct by player (a participant as meant in article 1(bo), CCRG 2022), operator (a person as meant in article 1(bj), CCRG 2022 and/or both.

CEG has reviewed a message from a natural individual that potentially qualifies as a complaint as meant in article 1(m), CCRG 2022: “a grievance expressed in a written form concerning an act, conduct, structure or product that is not in compliance with standards of good industry practice.” Most commonly, such a complaint, relating to a game of chance as meant in article 1(ae), CCRG 2022, would be processed and investigated by CEG as meant in article 4(3), CCRG 2022, under article 3(2)g, CCRG 2022: “obstruction or hindrance, delay or the refusal to comply with a compliance procedure, such as however not limited to submitting documentation that is uncertified, deliberately incoherent or of substandard visual quality, debate or misuse of procedure, obstructing or hindering any process of identification, verification, reporting and informing.” Under article 4(4), CCRG 2022, CEG determines whether or not unusual structures, conducts or acts may potentially be punishable as a criminal offence in the applicable jurisdiction or is deemed an offence with reference to article 3(1), a, b or c of Directive (EU) 2018/1673 of the European Parliament and of the Council of 23 October 2018 on combating money laundering by criminal law (“6AMLD”). As said, CEG does offer ICHS, a non-mandatory service that is available free of charge to all players asking for support pertaining to IP Operators within the CEG-Ecosystem. However in this case, CEG cannot offer ICHS free of charge and/or without prior engagement. CEG has determined that it has not been authorised to make any determinations in this case, as the potential complaint pertains to an IP operator that exists outside of the CEG-Ecosystem. The brand, as meant in article 1(i), CCRG 2022:

I tried contwctingvthem for resolution and they say they did nothing wrong except lie about time-frame then stonewall me as well as nonresponsive now . I'm done trying to resolve it

Read the casino review

3 Responses

User icon
thepogg
December 15, 2022

Hi secretagent007 - welcome to ThePOGG.com!

Please read our Complaint Guidance to ensure that you fully understand how our complaint management process functions.

As a US citizen you should only be playing with operators that hold a relevant license for your state of residence. Cocoa Casino do not hold legal US license and as such are breaking US law by accepting your custom.

Unfortunately you have chosen to play with an operator that is both negatively listed with this service and who has historically been non-cooperative with complaints submitted to us. While we will try to contact the operator on your behalf the chances of a successful mediation are low.

Thanks,

ThePOGG

User icon
secretagent007
December 15, 2022

I have no address or clear owner of the casino but I hope you can find resolution as it's unfortunate thier governing body let's them do this to unknowing players and does not enforce the law and make arrests.

User icon
thepogg
January 15, 2023

Hi secretagent007,

Unfortunately after repeated efforts to contact the operator to discuss this issue we have received no response what-so-ever. At this juncture we have no reasonable expectation of this changing.

Sorry we could not be of further help.

ThePOGG

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Agreement

secretagent007 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Cocoa
  • Curacao
  • SSC Entertainment NV

December 14, 2022

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