Cocoa Casino

Free chips and how to cash them out

Free bonuses such as comps, free chips and converted comp points have their own wagering requirement and a fixed withdrawal limit of no more than 50 Credits, equal to £50 or 500 ZAR, with any extra balance cleared as non-withdrawable. Free chips carry a wagering requirement of 20X to 60X unless otherwise specified.

Each player may withdraw winnings from a free bonus only once in their gaming lifetime unless our casino manager approves otherwise, while a free bonus player, meaning one who has only played free bonuses and has yet to deposit, can withdraw winnings from their first three free bonuses during the first 30 days after registration, after which free bonus funds become non-cashable and are deducted from the balance or the withdrawal.

If you have never deposited and want to withdraw a free chip win, you first make one successful minimum deposit of £15.00, or 150 ZAR, and that deposit cannot be withdrawn or added to a pending withdrawal. If you have deposited before, you need a deposit within the last 30 days for the withdrawal to be approved, and that deposit cannot be added to a pending withdrawal either. Any such deposit added to a pending withdrawal is deducted from the total.

If a stretch of one month-long or more, meaning 30 days, passes without you adding funds to your account, we treat you as a free bonus player who cannot withdraw winnings from free bonuses or cash we have granted, since that option is reserved for our active players. Mixing a balance of free-play with a balance of real-play is against our rules and is your responsibility to avoid, so if you deposit on top of a free chip balance, the balance you had before depositing stays under the rules of free play.

Free spins

When you play free spins, your deposit is put aside and returned to your balance when the spins complete.

Where a free-spin offer you claim carries a 30X wagering requirement, or 60X for table games and video poker, that requirement is based on your deposit plus bonus. On such an offer you must play all spins before switching games, and free spins have 5x additional wagering requirements and no added restrictions on withdrawal. The bonus amount is non-cashable here too. On those offers there is no limit on how much you may withdraw, and the general caps on large-percentage bonuses and on smaller deposits continue to apply wherever they cover the offer. Unless noted, standard rules apply.

Deposits

Our deposit methods include Visa and MasterCard credit and debit cards as well as different web wallets and vouchers, and the easy deposit options in our cashier are MasterCard, Cashlib, Bitcoin. We accept only payments made with the options available in the cashier, and our chat support can tell you which methods suit your country of residence.

The minimum deposit is £5 or £10, or the equivalent in other available currencies, depending on the payment method, and the maximum deposit varies from £200 to £1,000 by method. Only deposit with a bank account, card, payment wallet or other method registered in your own name, because if our security checks find otherwise, your winnings may be voided and the original deposit may be refunded to the account it came from. Only residents in the United Kingdom may opt for the British Pound (GBP) currency, and we pay winnings that occur in British Pounds in the same currency only to legal residents within the UK.

We take a 3% processing fee on all deposits, and for credit card deposits we reserve the right to charge a processing fee within 3% - 6.5%. Separately, your card company or the card associations may apply additional third-party costs outside our control, including a foreign transaction fee per transaction from the card processing banks, usually a percentage of the amount with no minimum or maximum that can reach 6-8% at times and that most issuing banks pass on to their customers.

Withdrawal limits and deposit wagering

The minimum withdrawal is £50 or 500 ZAR. Every deposit must be wagered at least once over its full sum before it qualifies for a withdrawal, and a withdrawal cannot be approved until that wager is met. Deposits made as part of a promotion follow that promotion's own terms and wagering requirement. Winnings stay locked for withdrawal while there is still a wagering requirement attached to your balance, so complete the wagering before you request a withdrawal, as an earlier request risks being denied.

Deposits of £249 or less carry a maximum withdrawal of 10X the deposit for that specific play session. Once such a withdrawal is approved, we correct it to that limit, clear the remaining funds as non-withdrawable and may deduct deposit bonuses used in that session from the pending withdrawal.

Unless otherwise stated, and although there is no upper limit on cashable winnings, we operate a maximum withdrawal limit of 10,000 credits per month and 1,500 credits per withdrawal, which equals £1,500 per request. Amounts above the monthly threshold are paid in instalments until the full sum is paid, and that monthly threshold does not apply to a progressive jackpot. If you want to withdraw more than 1,500 credits, the rest stays in your account and you can make a new request once the first withdrawal is approved, a rule that also covers progressive jackpot withdrawals.

Verified accounts can withdraw up to £1,000 or 10,000 ZAR per week, unverified accounts up to £500 or 5000 ZAR per week, and our highest VIP players up to £10,000 or 100,000 ZAR of their winnings per 14 day period at management's discretion.

Verification documents

To approve a pending withdrawal we need a copy of your valid government-issued photo ID, such as a driving licence or passport, front and back, a recent utility bill showing your name and home address as they appear in your account, a copy of any credit or debit card used to deposit, front and back, and a signed card authorisation form. On the card copy for our banking checks you cover all numbers except the first four and last four, while the card authorisation form itself asks for a copy of the card showing the first 6 and last 4 digits. If you deposited with an alternative payment method such as Neteller or Skrill, the ID or passport copy and the utility bill are all this check needs.

If you use more than one credit card, submit an additional authorization form for each card used. You sign the form to confirm you are the authorised cardholder.

The best way to send documents is by taking digital pictures and emailing them to our support address below with your name and username, making sure the pictures are not blurry. Once our finance department has reviewed and approved them, your name is added to the next available payment cycle. Once we ask you for documents, play stays blocked until they have been received and approved.

These documents may also be requested for fraud prevention, and we can require verification documents to validate any account we consider necessary. We may request identity verification documents before processing any financial transaction, and knowingly giving false or misleading information may lead to forfeiture of winnings and suspension or termination of your account. We may also request a Security Verification Form at any time. Return it and the required personal identification within 30 days of that request, because an account left without them risks suspension and possible forfeiture, with any account funds resolved at our discretion.

Sending these documents is your responsibility, and documents still outstanding 30 days from the time the withdrawal was requested lead to the withdrawal being cancelled. We may also reverse any withdrawal over 30 days old because of missing security documents or incomplete verification.

Automated play and collusion

Using electronic, mechanical, robotic or other devices to automatically make playing decisions is resolutely forbidden, and if we detect it, we may ban the player from future promotions and play, confiscate net winnings and share the details with a casino industry database of restricted players.

Where we have reasonable grounds to suspect collusion, syndication or fraud, we may suspend your account pending investigation, withhold all or part of the balance, close the account permanently and recover winnings, payouts or bonuses affected by that activity. This covers collusion, where two or more people pool funds to collect multiple bonus awards and gain an unfair advantage, membership of a syndicate, club or group that uses advantage play strategies to profit from promotional offers, exploiting a fault, loophole or error in our software or third-party software, being found guilty of fraudulent or collusive behaviour at another online gaming business, and fraudulently charging back or denying transfers, deposits or purchases.

By playing with us you agree that you are not colluding or planning to collude in any scheme involving the sharing of winnings or funds between selected players to the detriment of others, that you will tell us if you suspect another player of collusion, and that you are not part of a syndicate or group that engages in advantage play. We thoroughly investigate any case of possible fraud, collusion, syndication or illegal activity, and we may inform our business units, processing companies, electronic payment providers or other financial institutions of your identity and of any suspected unlawful, fraudulent or improper activity.

Account misuse and breaches

Further breaches of our terms include the following, and the list is not exhaustive. Beyond our one-account rule, you may not hold more than one account on an affiliated sister casino under the same management. Your account must not be linked to fraudulent, suspended, refunded or closed accounts within the Rival network or at any other online casino. An active or past complaint, dispute or criticism on a public forum, blog or other website counts as a breach, as does abusing, harassing or threatening our staff.

The name on your card or payment method must match your account, and your registration details must be correct and true. You may not play from a territory not fully authorised for online gaming, be under the legal age set by our terms or let another person play on your account. Playing in a professional capacity or with another player's club or group rather than purely for entertainment is a breach.

Deliberate chargebacks or disputes, or threats to make them, are breaches, including on a sister casino on the Rival platform. So are links to any current or former employee, company, third party or agency connected to us, and any attempt to hack or alter our software or website. Consequences may include termination of the account, confiscation of winnings and existing balances, and denial of services, promotions and other offers. If we find cheating or fraudulent or abusive conduct that gives an unfair advantage, such as money laundering, bonus abuse, exchange-rate manipulation or exploiting software bugs or errors, we may void bets and withhold or confiscate the winnings and balances obtained that way.

Betting systems and winnings rules

We may deny winnings and close accounts for players designated as bonus abusers, for no-risk or low-risk play aimed at withdrawing money, for personal information found blacklisted in our industry-wide security database, and where players systematically employ betting systems such as Martingale to beat us rather than playing for personal entertainment. Legitimate betting strategies, including stake progression systems such as Martingale, do not count as cheating and bring no penalty unless combined with prohibited automation, manipulation or exploitation. If we learn that a player has done any of the above at any other web-based casino, we act accordingly.

Deposit refunds

We offer the option of a refund on all deposits made with us when certain conditions are met. Within 24 hours of the original deposit, and once compliance has been completed and approved by our compliance department, you can ask for a refund for a games malfunction with a screenshot, for credits you were unable to play with the balance still unplayed, or for wrong charges with a statement. Otherwise all deposits are final, and once the deposits have been played at our games, a refund can no longer be completed.

Processing and issuing a refund carries a fee in your account currency of 55.00 for a paper cheque, 20.00 for a Single Euro Payments Area wire or 75.00 for a SWIFT wire. For cryptocurrency deposits under £25 we cannot make a refund, because the transaction fees exceed the minimum refund threshold, so the amount is credited to your balance as credits, treated as a deposit and covered by our deposit terms.

For late or missing refunds, first check your bank account again, then contact your credit card company, since a refund may take some time to be officially posted, and contact us if you still have not received it.

Sign in and registration

Opening an account takes three easy steps. Make sure you are connected to the internet, register online to play for free or with real money, and keep the player account number you receive together with your password, since you need both each time you play.

The first time you run our casino you choose between playing for fun or for real money, and then the registration screen appears. Fill in the required information, click Register and you move to the login screen, where we remember your username and, if you wish, your password. Click Login to start playing.

On the login screen, use the link for a forgotten password and a new password will be e-mailed to you. We will never ask you for your password by email or over the phone, so never share it, and tell customer support straight away if anyone asks for it.

Eligibility and one account

Players must be 25 years of age or older to play with us. Age restrictions may change according to local national law, and we may require age verification at any time.

Players from Afghanistan, Armenia, Azerbaijan, Bangladesh, Belarus, Bhutan, Bulgaria, the Cayman Islands, Costa Rica, Denmark, Estonia, Hungary, Kazakhstan, Kyrgyzstan, the Netherlands, the Netherlands Antilles, Poland, Romania, Singapore, Syria, Turkmenistan and the Virgin Islands may not be allowed to open an account with us, and such accounts are closed with all game winnings or losses voided.

When you create an account, whether for fun play or real play, you guarantee the authenticity and accuracy of all information you submit. If we determine that information is false, we may suspend the account along with all related cash-ins until we decide, at our sole discretion, that the details are genuine.

We permit only one casino account per person, household, internet connection, email address or computer, and a linked account may lead to closure of your account and forfeiture of any winnings.

Breaks and account closure

Through our self-exclusion programme you can close your account permanently for personal or responsible gaming reasons by asking our support team to close your account completely, and shortly after the request is received by us, we block your account. At any time you can contact our support team and ask for a break for a maximum of six weeks, during which we limit your access to the account and to any new account you try to open. You can also take a short break from gaming for a period you choose.

If you wish to close your account because you are unhappy with your gaming experience, you are responsible for manually closing or freezing it from within our casino software and for removing the casino software from your computer or mobile devices. Any funds remaining in your balance at the time of closure are not available for withdrawal, and this includes all and any pending withdrawals.