Kometacasino - Player has a delayed account verification and pending withdrawals.

Hello,

Some weeks ago, I got an invitation through Telegram with a generous offer from Kometa Casino. I have subscribed onto your platform a couple of weeks ago using the promo code of 100USD. 

I have played and I got lucky. I wanted to withdraw some money and I received the info that I first needed to deposit the amount of 80USD to be able to process with withdrawals.

I first was told to make a deposit of 80$ in order to activate the withdrawal function. I did but I received another notification saying that I needed to deposit 120$ according to your clause 8.12.2 ( I have screenshots and proofs of all this). 

I have contacted the customer support of this casino and I chatted with 3 of 4 very nice and kind super agents. 

They gave me the info I wanted and told me not to worry about this. I was still confused and  I contacted the CS, I chatted with an agent and without any reason, they told me that I deliberately don’t want to comply with their terms and they are capable of blocking my account. I honestly was taken by surprise because I merely asked for info and I really don’t think I did or said anything wrong (all chat history is saved). 

I, myself, work as a Customer Officer for 15 years and I know how to be respectful and that the company’s conditions have to be respected.

I made a deposit of the requested amount of 120$ but still I am not able to withdraw any money I have received another notification that I still need to make another payment equal or higher than the previous deposit, which means another deposit of 120$. Seriously? Why wasn’t I told of this during the many conversations I had with the agents?

I tried to contact your customer service to have a bit of explanation but the chat icon had disappeared from my account just when I last spoke to the agent who threatened to block my account. Very strange? Isn’t it?.

3 or 4 days ago, when I was about to log in, I saw the chat icon and I was glad I could talk to someone. This agent told me that indeed I had to make a similar deposit to the one I did before for verification purposes. I asked if this was the last deposit or should I prepare myself to receive another surprise. They confirmed that once this payment is done, I will be able to fully have access to my balance and withdraw without restrictions ( again all chat history is saved).

You can imagine that I was wondering when this deposit process was going to stop.

I was hesitating to do it because I was running out of funds ( I had 2 back surgeries and I had 2 big hospital bills and I needed to be careful with my expenses.

I thought to myself just do it and I will be rewarded later once the money is withdrawn to my account. So, till now, my withdrawal was cancelled 3 times. 

The deposit has been made and the withdrawal finally changed status to PROCESSING but it stayed like this more than 12 hours.

I checked again the next day and I found ANOTHER message stating that I needed to make yet another payment to claim the withdrawal which 5% commission which equals 300$. 

I was starting to get suspicious because I thought that this withdrawal will never happen and they keep asking me to make deposits.

I went to the rules and conditions section and I read all of it. So I went ahead and I made the deposit of 300$. That was all I got left. 

And by the way, Belgium is NOT among the countries which are prohibited to subscribe and I can assure you that I am not using any VPN or proxy. 

I subscribed when I received the invitation through telegram and Kometa Casino knew that I was living in Belgium because my phone number is shown.

I was REALLY SHOCKED when I received this notification: 

🛡️

◆ Suspicious activity detected on your account

An additional verification is being conducted according to clause 7.4.1of the User Agreement.

Please contact support for further information.

The verification process is automatic and may take up to 60 minutes.

Seriously? Another verification detail? I didn’t do anything wrong. I have never in my life done anything illegal but if this is another rule of the platform I’m ok with it and willing to cooperate.,They can verify all they want, I have nothing to hide.

They are asking me to send some ID documents for verification but how can I contact their support team if I have no way to chat with anybody anymore ?? and the email address doesn’t seem to exist. 4 emails came back and were not delivered. 

I have 2 cards which I used. The 1 one I used twice and when there was no money on it, I used the other card which also belong to me. I can send them all the proofs they need. They can even call me in video to show them everything. I have nothing to hide and I don’t think I did something wrong. I only abided by your rules and instructions all the way. Now, my withdrawal is pending for weeks and the rest of my balance is frozen. I can still play and I’m still winning money but I can’t use any of it.

Please, I need an urgent solution. I think I waited long enough

Important notice:

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Stay safe.

Dear GabeBxl, I'm sorry to hear about the problem you're experiencing. Please be aware that requesting additional deposits is a common tactic employed by scam operations. Legitimate online casinos do not ask players to pay "taxes," "release fees," or multiple deposits in order to withdraw winnings. These are classic warning signs of a fraudulent platform.

Therefore, I would like to advise you to refrain from depositing further funds into this casino until we investigate this issue. To better understand your situation, could you please share your communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

Additionally, could you please attach a link to the casino in question?

For more information on how to identify and protect yourself from scam casinos, you can read our article here: https://casino.guru/guide/scam-casinos-warning

Thank you very much in advance for your reply.

Best regards,

Attila

Hello Attila,

Thank you very much for your reply.

I sent you everything I got per email as I don’t want publicly mention any names of the angents and nog to post any screenshots for privacy reasons from my side.

I do hope that the Casino will get the complaint and deal with it in a professional way and with all the care it deserves. I didnt breach any regulation, on the contrary I did everything they asked for and instead they left me without reply, without any means of getting in contact with them to provide them with the verification documentation and with a huge amount that is owed to me because I "worked hard" to get that sum. It’s seems funny to hear that but playing for hours and not losing focus is a full time job 🙂

Please take all the time you need to review what I sent you and I hope we can find a solution together.

Thanks again for your reactivity and have a great day.

[Redacted]

Hi again Attila,

I just wanted to inform you that I did some more digging and I found couple of posts here concerning Kometa Casino.

The posts were taken care of by Daniel, sharp and Romi. Most of them quite positive comments.

There is also something weird. In the attached screenshot, you can see that Romi was giving a link to Gena to check all the reviews on Kometa Casino. Strangely enough, when I click on the link I get the info that you are not allowed to divulge this info to me.

Also, Gena shared a YouTube link which was supposedly linked to Kometa but it was deleted.

https://www.youtube.com/watch?v=0ysi6no1RWU

When typing Kometa Casino on YouTube I came across lots and lots of videos. They are all in Russian but by the look of the players they all seems happy and surprised in a good way.

https://m.youtube.com/results?sp=mAEA&search_query=kometa+casino

I also saw huge amounts so I guess they all received their withdrawals 🙂

If these players were happy and got what they won so should I and I hope to receive a reply from Kometa Casino soon.

I hope this new info helps.

[Redacted]

.

Dear Player,

Thank you for your response. I wanted to bring to your attention that the casino depicted in the screenshots you provided appears to differ from the official Kometa Casino webpage.

To assist you in resolving this complaint, could you please share a link to the casino you would like to file a complaint against? This will allow us to proceed with the necessary investigation.

I also want to emphasize that requests for additional deposits can often be indicative of fraudulent practices. Therefore, I would advise you to hold off on making any further deposits into this casino until we have had a chance to look into the matter.

Additionally, could you let me know if you have submitted any personal documents to this casino? Also, have you previously experienced any successful withdrawals from their platform?

Thank you for your understanding and cooperation.

Hello Attila,

Thank you for your feedback.

The link of the platform is www.kometaspin.com

This is what I got through Telegram as an invitation to join the platform with a welcome bonus of 100$. (Pics in attachment).

I have not submitted any documents to the casino as I have NO WAY of getting in contact with them anymore. They have clearly admitted that they have removed the chat option from my account ( you will understand better later when you will see the attached screenshots).

And I have not asked for any withdrawal before because I just joined the platform on February 12th and this is my first withdrawal request.

As I have exonerated before, each time I requested the withdrawal, they rejected it and asked me to make another deposit to be able to withdraw funds.

I start to think that it might be another copied platform but not the official one for many reasons.

The first reason is the continuous requests to deposit extra money + the fact that they removed the chat option from my account and their email address doesn’t exist.

Second, their customer service is ( it really hurts me to say this) APPALLING. The 3 last agents I spoke to had a shocking attitude (Please check the chat history in attachment).

They are so offensive, you can barely ask a question and they threaten you to close your account if you say one word extra. I am really serious. You CANNOT ask any clarification or anything. They put so much pressure on you to make you accept their rules without thinking… just hoping to get your funds.

As I said before, I paid 80$ to activate the possibility to withdraw money after the free bonus ( which was mentioned before and stated loud and clear, so no problem with this deposit).

Then, I had to deposit another amount of 120$ (this was also mentioned in the general conditions) but then troubles started when they asked to deposit the same amount or more to be able to withdraw funds without any restrictions.

When I started asking questions and explanations everything changed. Their behavior begun to shock me. I was not allowed to ask anything. I was consistently threatened to be removed from the platform and lose all my funds and I was no longer able to contact them to provide them with the documents they requested to verify my identity.

They requested another deposit of 300$ for the taxes etc… I did to comply with their terms. Then they disappeared.

I am allowed to log in, to deposit if I want, to play and spend my funds in my balance and that’s it,

Now, a disturbing thing happened just when you sent your last reply. You asked to provide you with the link. As I have the app on my phone, I couldn’t see the link but I found it in Telegram as shown in the screenshot. I clicked on it and strangely enough I was able to see the chat option but without being logged in.

I immediately jumped on the opportunity and contacted them. I had a chat with 2 agents (please check the screenshots). The same horrible scenario repeated itself. The agents accused me of breaching many terms, said that I was using schemes and different IP addresses??????????

WHAAAAAAAAT?????

She also said that if I pay 400$ she will lift the restrictions and I will be able to withdraw funds and she will give me access back to their chat. COME OOOOON! NO WAAAAAAY.

Just like before, I couldn’t ask for any explanation. I barely had the chance to say that since I subscribed with them, I only used my phone to access their platform, that I have no idea what she was saying and I was interrupted. One more word and I’m blocked forever.

She kept insisting on having an immediate reply regarding the deposit of 400$. Of course I will NOT pay this amount but I told her to give me more time to think about it just to buy more time and inform you about their practice.

I work in the Customer Service dpt for years. I coached many new agents but never in my life have I seen a terrible and terrifying support. They got me really really mad because of their accusations, their lack of communication.

First of all, how was I supposed to know that they still needed 400$ since they left me with no way to contact them?? Second of all, I have never heard of any casino knowing that one of their players had breached soooo many rules and still they let him have access to his account without any warnings and without an immediate exclusion from their platform.

So, this said, I have no idea with whom we are dealing here but I know one thing, I have not done anything wrong and I’m ready to confront them if necessary. They need to show me proofs of what they have but I doubt that.

I know that this needs more digging but since the 400$ will not be paid, they will definitely close my account.

I hope this helps you in your investigation and please don’t hesitate to ask me whatever info you need more. This really needs to stop.

Thank you soooo soooo much in advance for the energy you will put in this strange situation.

I could only send few screenshots in my precious post and I’m sending the rest here.

Dear GabeBxl,

Unfortunately, based on the details you've shared, it appears that the casino you deposited in is operating as a scam. Legitimate online casinos do not ask players to pay "taxes," "release fees," or multiple deposits in order to withdraw winnings. These are classic warning signs of a fraudulent platform.

We strongly recommend that you stop any further communication with this website and do not send any more money. Sadly, in such cases, it’s very unlikely that the funds can be recovered.

Hi Attila,

Honestly, I am a bit surprised by this reply.

It was obvious from the beginning that something was not right with the behavior and the practices of this casino.

You removed the name of the casino because it is, according to your judgment, one of the casinos that holds a very high safety index.

I showed you everything I had and I had high hopes to get my funds with your help but you are telling me that the chances are low and that I need to stop every communication with this casino? Why? I understand and I appreciate the fact you are asking me to stay cautious and not to deposit any other amount but to ask me to stop all kind of communication?????

I spent the last weeks trying to find something on the web that can help me with this unacceptable situation. The only website that kept popping up is the same platform I’m registered on. Even on Instagram and on LinkedIn, there is only one Kometa casino with the same Logo and the same interface.

Even on Telegram : https://t.me/official_kometa

I also had a look at many of your unsolved disputes and in all of them you informed the players that either you got in contact with the concerned casino but they were not willing to cooperate or that you tried to get in contact with the casino but you never got a reply.

Why is it that, in my case, you haven’t done this?

Are you seriously asking me to give up? And let this casino keep operating as such?

It seems that this casino gets too much protection and doesn’t want to operate openly like so many other well respected casinos.

Why is it that no posts and no info are available online regarding this casino?

I hope I receive a very satisfying response this time.

Just for the record, I’m not planning to give up that easy, are you?

Thank you for your reply.

I would like to bring to your attention an important matter regarding the link you shared. Unfortunately, it appears that the link you provided does not pertain to Kometa Casino; rather, it is associated with a fraudulent operation that is misleadingly presenting itself as the official website. Therefore, I strongly advise against engaging with any representatives connected to the link https://kometacasino575.com, as it is not affiliated with any legitimate online gambling operation. We have reached out to the official representatives of Kometa Casino, who have confirmed that this link is not associated with their operations.

For future reference, I strongly recommend searching for casinos only through our website https://casino.guru/top-online-casinos#tab=RECOMMENDED to avoid any similar problems.

Sadly, because this is not a legitimate casino and operates without any proper licensing or regulation, there is no responsible authority or organization that can force them to release any funds, winnings, or return your deposits to you.

Based on the information you provided, we identified the website as a scam operation. We have no way of assisting further with the recovery of your funds. We can only recommend reporting the incident to your local law enforcement or financial cybercrime unit. While we realize this may not result in the recovery of your money, it can help raise awareness and potentially support investigations into these fraudulent platforms.

For more information about scam 'casinos' and their practices, you can read our article here: https://casino.guru/guide/scam-casinos-warning

I will classify your complaint as "unresolved" in our records, which will negatively impact the casino’s rating. While this may not fully resolve your concerns, it will act as a cautionary note to other players. I strongly advise against making deposits with establishments that you have not thoroughly verified or researched for reviews in the future.

I’m truly sorry that we were unable to assist you further in this case. Please know that we are here to help should you encounter any similar issues with this or another casino in the future.

Thank you for your understanding, and I wish you the best moving forward.

Best regards,

Attila

Casino.Guru Team