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Hey I’ve tried to make 5 withdrawals over the last 2 days and they keep getting rejected. I’ve asked a support agent every time what’s happened and they keep telling me my details are wrong when I know there not. Any help?

Dear Saniel,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Please understand, without verifying your account, you won’t be entitled to any withdrawals. However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hey. Yes my account has been fully verified. The reason they keep giving me is my details are wrong when I’m confident they aren’t. As far as I know it’s just my account.

I really hope you can help

Have you been advised what specifically seems to be a problem in verifying your account? Thank you.

No not really. They just keep saying my details are wrong. There asking for a bic number which I got from my bank then when they ask my my account number it says it needs to be 11 numbers when mine is only 9. They just keep saying that my details are wrong

Thank you very much, Saniel, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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.

Okay thank you very much. Yes I really hope he can help me

Hello Saniel!

From now on, I will take care of your complaint. I would like to invite representatives of Cobra Casino into this discussion in order to help us resolve the issue.

Okay sounds good. Thank you

Hello Saniel,

I have made a detailed check of this case and here is the resolution:

Your account was fully verified and at the time we tried to process your requested payment, a technical issue appeared. As you know it was escalated to the relevant departments for investigation and resolution. A confirmation that the issue if resolved was receive earlier today , however I can see that you already played your balance.

Please except my apologies for the inconvenient caused.

Best Regards,

Cobra Casino team

Dear Saniel,

Could you please confirm the fact that you have already played your balance?

Yeah as soon as I played my balance they sent me the email which is a bit strange but thanlks for your help anyway

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified, since the player played down his balance. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.