The player from Italy has requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet. The player later complained that all funds disappeared. After reviewing all available evidence we didn't notice any suspicious activity on her account that would indicate it was hacked. Since it seemed as if winnings were lost by the player herself in regular gameplay, therefore, we were forced to reject this complaint.
CosmicSlot Casino - Player claims that payment has been delayed.
Amount: €1,500
CosmicSlot Casino
Safety Index:HighSafety Index
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8.5
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
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Hi my name is Clorinda F *** I am an Italian entrepreneur I have played in this casino at the moment I am winning 4800 euros I requested on 15/08/2022 a withdrawal of 1500 euros divided into 500 euros each, they sent me an email saying that I had to provide them with the documents rightly I sent everything perfectly and they never answered me since I am a regular customer of pokerstar and ggpoker when a customer makes a withdrawal after the documentation sent it is respectful to respond and the customer does not live in anxiety, while I have not received any answer precio I do not use any type of vpn but I use my fastweb optical fiber in any case I enclose everything in the complaint I open your site a lot because you concretely help the players and I respect you for this confident in your help to solve the problem thank you in advance best regards Clorinda F ***
ps I am also attaching the last chat with live support where my girlfriend said that the department is waiting for my documents while I sent 40 emails with the required documents immediately attached, in English in the chat I told him that I was sending him the screenshots of my emails with the documents I had sent and she answered in response that she was confused, now I feel confused and I can only rely on your fantastic group of casinogurus to be helped if you want I have all the emails I can attach any document, ask me for what you need and I will relieve you all immediately thank you.
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2 years ago
Dear fuscoclorinda47,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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2 years ago
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Dear Kristina, I really appreciate your answer, they wrote to me saying that the documentation provided credit card, movement list, screenshot with my visa behind the game screen while I hold my document in my hand 🤣 has been accepted, proof of residence has been accepted, now they asked me for another document they want no more bank statement but the screenshot from my PC where you can see in the online banking iban / BIC etc. on poker star ggpokerao no one I say but j no one asked me for this screenshot from the PC indeed they do not want screenshots but bank paper in any case I am proceeding to activate the online banking of my bank to make this screenshot thank you again for the quick answer I keep it updated on everything if you wish I can privately send you all my documentation that I have provided to the cosmicslot e casino you will be able to see that I have sent any document even more as a screenshot from the PC where you see the site with my balance and with the document in hand best regards.
Clorinda F ***.
PS any document you need Kristina I am attaching them immediately I have saved all chat email documents everything I have sent to them and they are all saved to me.
Thank you
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2 years ago
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Mrs. Kristina I leave you my PlatinumRush gaming username
If you have the opportunity to contact cosmicslot support at least clarify my situation thank you I wish you a good day to you and all the casino guru staff
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2 years ago
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kristina I sent them the online banking as they had requested me, premtto that all the other documents had been accepted, now they replied saying that I had to send a screenshot with the document and my face behind there must be their site but if I already have sent these documents and they have been accepted now that we go around hell I send something they accept then they tell me send me a statement they accept it and then they tell me you send me an ID card then they accept then you come back your bank statement, selfie and so on until you drop? I kindly ask you to provide, invite a csmicslot manager in chat if you write to me in private I am attaching emails with all the documents I have sent to them clearly I have sent everything perfectly up to the last document kindly help me because in 2022 still with these games that stress the players to the point of gambling everything because I don't want to pay the last update on the account I have a total of 5998 euros and they dream that I fall into their trap of playing my money, I ask you to help me because I am not a serious person, honest unlike this CosmicSlot site a shame
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2 years ago
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I am attaching your current balance and withdrawals made from 500 each a total of 1500 I am attaching you where they now ask me for the selfie where I have already sent instantaneously together with all the documents I am now attaching their request for selfie and I am attaching all the emails I have sent them with all the documents I kindly ask you to provide immediately kristina because they want to scam me 100% 100 this I absolutely do not allow
kristina thank you from my heart
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2 years ago
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kristina these were their requests and I have sent them everything now they start again from the beginning but they are joking I kindly ask you to communicate with them my nick and 'PLATINUMRUSH I hope that a manager of the casino responds in this complaint, let's do a nice comparison and we blacklist this casino as scammers clearly have to pay me every last euro
I sent him everything kristina believe me but my patience is over because when a customer wins they have to lead him to exasperation that damn they dream of the competence and professionalism of pokerstar or ggpoker, I hope kristina will help me to get out of this situation ABIETTAAutomatic translation:
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2 years ago
Hello PLATINUMRUSH and Kristina!
Sorry for the inconvenience that you got while we were verifying your identity. Your account is now confirmed, and you will get payments as soon as possible.
Best regards,
CosmicSlot Team
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2 years ago
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updates of my problem I am attaching a verified account, then I am attaching a win that I made further to my balance of over 7500 I won another 4600 supplier that's rich I write to the internal support to which vip level I belonged I reply congratulations she is part of the vip level 3 , at that point I ask if I could make other withdrawals and add them to the previous ones, the support answers me she can withdraw up to a maximum of 3500 euros per week with her VIP level at that point, I execute the withdrawals, go down to buy the I return cigarettes and I can not do the longin they tell me that my account has been suspended, I ask for explanations and they tell me that the casino can choose whether to freeze an account without notice at the discretion of their company, this is shameful I am a honest lady i don't use any type of vpn i only play the slots that open from my region italy (rome) all this nastiness because between the withdrawals never received and my balance or I exceeded 9500 euros and all this with a 30 euros deposit (to try the casino) I am attaching everything to you gentlemen and put these people ABIETTE IN BLACK LIST I am a lady with 9500 euros they do not change my life you are just mean people you have taken away from me this money with arrogance congratulations I hope you pay for these acts first. Verminosi never happened to me such a thing in my life on pokerstar and ggpoker they treat me like a queen. be ashamed of thieves
Best Regards to all the casinoGuru staff I am attaching the balance sheet of the last win that must be added to the balance the pending withdrawals and the icing on the cake blocked my account without explanation.
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2 years ago
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updates of my problem I am attaching a verified account, then I am attaching a win that I made further to my balance of over 7500 I won another 4600 supplier that's rich I write to the internal support to which vip level I belonged I reply congratulations she is part of the vip level 3 , at that point I ask if I could make other withdrawals and add them to the previous ones, the support answers me she can withdraw up to a maximum of 3500 euros per week with her VIP level at that point, I execute the withdrawals, go down to buy the I return cigarettes and I can not do the longin they tell me that my account has been suspended, I ask for explanations and they tell me that the casino can choose whether to freeze an account without notice at the discretion of their company, this is shameful I am a honest lady i don't use any type of vpn i only play the slots that open from my region italy (rome) all this nastiness because between the withdrawals never received and my balance or I exceeded 9500 euros and all this with a 30 euros deposit (to try the casino) I am attaching everything to you gentlemen and put these people ABIETTE IN BLACK LIST I am a lady with 9500 euros they do not change my life you are just mean people you have taken away from me this money with arrogance congratulations I hope you pay for these acts first. Verminosi never happened to me such a thing in my life on pokerstar and ggpoker they treat me like a queen. be ashamed of thieves
Best Regards to all the casinoGuru staff I am attaching the balance sheet of the last win that must be added to the balance the pending withdrawals and the icing on the cake blocked my account without explanation. 
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2 years ago
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kristina I have the attachments of the online chat of the support where I complain that I can no longer enter the game kindly write me to my email I am attaching everything because here it does not make me attach these very important screenshots where it is clear how they treated me badly and how arrogantly me they have blocked the account everyone must see I have everything saved video games, screenshot chats, emails you know I felt that something was happening in this casino and I recorded everything from the beginning to be protected if anything happened, the only thing they can never do and say our word with the word of Mrs. Clorinda F *** I have everything registered for them bad luck, dear kristina this is my private email I am attaching everything then you will decide what to post on your site, I care a lot about this because ok they bullied me an abuse etc etc but at least the satisfaction you send him as much shit as possible because I do not wish anyone what they did to me or to me in rome there is a said card speaks here in addition to the card I have screenshots email video of the games I have everything dear kristina my email is fus***47@gmail.com in an Italian site such a thing would never have happened what a disgusting world we players live in addition to spending the money we must be anxious that we are not scammed because in their casino policy it is true that it is written to us that the casino can freeze the funds and suspend the account without notice but this that they did to me is a free spite because I won almost 10,000 thousand euros with a 30 euro deposit Verogna ABIETTE people
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2 years ago
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dear kristina I sent you everything by email because luckily I saved everything after a hell they validate my account but this surely thanks to you and the casinooguru staff otherwise I was still waiting after which I immediately make another win of 4500 euros and after one minute they let me leave the site and I was no longer able to enter I sent you everything dear kristina I am attaching the screen, think about it with your staff because they bullied me unjustified
With best regards
Clorinda F ***
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2 years ago
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they let me into my account and like magic money disappeared, withdrawals I am attaching screenshots damn thieves bastards
they took me all kristina and made me log in but these are bastards help me with your staff as you did with the validation because they have to do me these nasty things i validated the account thanks to your intervention and i was right then i made a further win and i they block the longin me they unlocked now by removing all balance and withdrawals I will also send you everything by email kristina help me to solve this problem thanksAutomatic translation:
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2 years ago
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kristina I am attaching emails that I sent to CosmicSlot support I also sent to you kristina in your email
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2 years ago
Hello Kristina and PLATINUMRUSH!
We have checked your game session for 17/08/22 - 18/08/22 and didn't find any strange things. Your balance was lost in your favorite slot from PlaynGo "That's Rich".
Here is additional info about your activity (Time Zone UTC 0):
1) Login: 17/08/22 23:36:53
Logout: 18/08/22 05:34:33
Used IP: 2001:b07:2e3:f0dc:d8:f3d:525e:6b1d
Start stats: Balance = 2999 euro / PlaynGo / That's Rich / Bet = 2 euro
End Stats: Balance = 4300 euro / PlaynGo / That's Rich / Bet = 4 euro
2) Login: 18/08/22 06:57:32
Logout: 18/08/22 10:55:58
Used IP: 2001:b07:2e3:f0dc:14bd:be6f:dd7c:5ff3 and 2001:b07:2e3:f0dc:88cc:352a:27c1:fc58
Start stats: Balance = 4300 euro / PlaynGo / That's Rich / Bet = 3 euro
End Stats: Balance = 4000 euro / PlaynGO / That's Rich / Bet = 1 euro
3) Login: 18/08/22 13:13:08
Logout: 18/08/22 21:20:25
Used IP: 2001:b07:2e3:f0dc:88cc:352a:27c1:fc58 (Same as you were using at game session #2)
Start stats: Balance = 4000 euro / PlaynGO / That's Rich / Bet = 3 euro
End stats: Balance = 0,07 euro / PlaynGo / That's Rich / Bet = 0,2 euro
After the last game session, we got a live support request from your side at 18/08/22 22:04 that you lost your balance. As you can see you were played our casino almost without the rest and probably you lost a moment when goes down.
Your withdrawal requests were canceled during game session #3 with the same IP as in game session #2 (where your balance was OK).
From our side, we can also approve that your player account wasn't blocked for any second.
As you can see there are no visible issues where we can see that your game account was locked, broken or something else. In this case, we are asking the CasinoGuru team to stop this complaint as resolved. As for now, player balance is equal to zero.
P.S.: From our side, we can't check IP location due to using by player new protocol IPv6.
If you have any other questions we are open to answering them if we will have enough data about it.
Best regards,
CosmicSlot team
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2 years ago
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Cosmicslot casino I do not have any favorite slots I after the win and the withdrawals that were waiting I went to my activities on returning home I could not do the longin anymore at that point to present anomaly in your internal chat, I registered everything to that point the internal support told me to try to log in later, so I did I entered after some time and I found everything reset I have video chat screen that I attached to kristina you what do you have my ip, why me from my profile I can not control the IPs that access (like all sites) I know who entered why they entered, I only know that they have emptied my account including withdrawals made for a total of 5800 euros, as I was right with the verification as soon as I published everything on the paittafomra casinoguru like magic you appeared and you wrote me excuse me chlorinda f *** your account has been verified now (by magic) and and after a further win you have me and given this nice gift you reset everything, important that I sent everything to kristina clearly the casinoGuru has obscured my files because there are sensitive data, I authorize the casinoguru to make visible all the files that I have attached to you at this time at least all users they can take note of my honesty of my good faith, I clorinda f *** I authorize casonoguri to make visible all the files that I have sent, casinoslot you know what your problem is and your cunning failed that I being a woman I have an instinct that only women have recorded everything from the first game because I had the feeling that I would have had problems with you and so it was you can write all the ip you want but in life it proves not with the written but with in this case the screen video that I have, what do you have? just invented words like checking the account that I didn't send you the documents etc. ecxc then when I reported to you on casino guru and provided them with all the SCREEN AND VIDEOS THAT I WAS HOW WORMS YOU APPEARED AND HOW MAGIC YOU HAVE VERIFIED MY ACCOUNT, this time you will have a big problem thieves because I have screen video in real time of account blocked after last win and then after about 2 hours I return to my account and find everything at 0 and you answer me that I have played my favorite slot, but which slot favorite INFAME I will be able to get my money that I won honestly and it was FRAUDULENTLY STOLEN WITHOUT MY AUTHORIZATION
PS KRISTINA ANYTHING YOU NEED SCREEN PHOTO VIDEO I HAVE EVERYTHING YOU JUST ASK AND I WILL SEND EVERYTHING IMMEDIATELY
while they what they send a poor ip IMBECILLI THIEVES
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2 years ago
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how dare you say case or solved, how dare you tell casinoguri to close the complaint maggot that you are nothing else you steal my money you block my account and you think that with an invented script you block the complaint it is so easy to block a complaint say that I use the same ip demonstrates as I do with screen that I write in real time to the support where I expose the problem of my account and you reply that I have to try again later because you are verifying then I managed to enter after several hours and like magic you have verified, but your verification was to make my account to 0 and write the history of the ip here in the casinoguru forum you do not win so in life I am Italian I am not a homeless person who thinks that I write two bullshit you do the dirty work without paying, and no unfortunately for you I have everything to assert my reasons kindly kristina let's go to the bottom also because you are a forum that protects players, customers you are like a guarantor of prisoners (mario palma) while you are the guarantors of the players I ask you to take this case with intelligence and professionalism because surely they have cheated many people who out of shame did not report that for stupidity not knowing your protection forum they did not report that for not intelligence in saving the evidence they did not report, while I dear cosmicslot gentlemen I remind you I am Italian I am intelligent I have saved everything I have all the proofs that what I say is PURELY THE TRUTH and far be it from me to say an untruthful thing you cannot get away with it you have to pay for your fraudulent behavior that you commit you have to pay it, now I feel like the victims of a rape where there is clear proof of what happened and the judge instead of sending the offender to prison puts him under arrest house arrest, here you must not be taken back as I am doing at this moment you must be immediately put in the blck list mondia why casinoGuro is a professional honest platform where people like kristina work who give their time to help people and you are not worthy cosmicslot to learn in this thieves forum
PS I REMEMBER TO KRISTINA THAT I CLORINDA F *** I AUTHORIZE TO MAKE VISIBLE ALL THE ATTACHMENTS I SENT BOTH IN THE COMPLAINT AND BY EMAIL IN PRIVATE TO YOU KRISTINA FOR EVERYONE AND I SAY EVERYONE MUST SEE MY PROOFS MY HONESTY BEYOND THE DAMAGE LE MUCH I AM NOT AUTHORIZE TO MAKE ALL MY FILES PUBLIC
With best regards
Clorinda F ***
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2 years ago
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I apologize to everyone for the many mistakes but I'm on tilt to respond quickly
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2 years ago
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last update kristina the support told me that if they emptied my account the fault is only mine because I shared email and password but this casino is a prison for life, but I can never share my password and make play a stranger from another part of the world? cosmicslot you stole 6850 euros from me because I made a single deposit of 29 euros taking the 100% bonus I played with 58 euros and I managed to reach the sum of 6850 euros as shown by the screens I sent, it bothered you that a customer with 29 euros in the balance had more than 6000 euros there is no problem you are the lowest thieves I hope in the professionalism of casinoGuru to put you in the blacklist because you do not deserve that no customer deposits money in your casino because if with a single deposit a customer wins the money you as by magic reset everything with arrogance and fraudulently no longer giving the customer a way to withdraw and I am the clear proof I think that with all the balance screens, withdrawals made never received account cleared by you , and as icing on the cake say that I have shared my password but you are just bastards, I hope that all users of casinoGuru stay away from this cas ino they are scammers just want deposits and customer money and if a customer wins like me that they are the clear proof almost 7000 euros with 29 euros deposit they do everything to not pay, I only remember if you read above that I complained at the beginning that I wanted to withdraw but they do not verify my account after all the documents I had sent, and immediately afterwards by magic with the help of casinoguru they instantly check my account, they thought that I closed the report while leaving it open I request withdrawals and they like little magicians of the scam in a fraudulent way they reset my account, I will never receive my money again because nobody can give it to me but this thing is of a unique infamy the casino must enjoy my 7000 euro won excellent, conclusions put this casino immediately on the blacklist absolutely avoid it if you have a problem contact the casinoGuru who are professionals
ps kristina if I managed to have my money won honestly I made a donation of 30% of my winnings for your site but unfortunately as you can see my money was stolen from the casino and nothing I have to suffer this bullying
thank you kristina equally for your interest I remind you that I sent you all the screens both in the complaint and in your private email kristina
good life to everyone
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2 years ago
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last update kristina the support told me that if they emptied my account the fault is only mine because I shared email and password but this casino is a prison for life, but I can never share my password and make play a stranger from another part of the world? cosmicslot you stole 6850 euros from me because I made a single deposit of 29 euros taking the 100% bonus I played with 58 euros and I managed to reach the sum of 6850 euros as shown by the screens I sent, it bothered you that a customer with 29 euros in the balance had more than 6000 euros there is no problem you are the lowest thieves I hope in the professionalism of casinoGuru to put you in the blacklist because you do not deserve that no customer deposits money in your casino because if with a single deposit a customer wins the money you as by magic reset everything with arrogance and fraudulently no longer giving the customer a way to withdraw and I am the clear proof I think that with all the balance screens, withdrawals made never received account cleared by you , and as icing on the cake say that I have shared my password but you are just bastards, I hope that all users of casinoGuru stay away from this cas ino they are scammers just want deposits and customer money and if a customer wins like me that they are the clear proof almost 7000 euros with 29 euros deposit they do everything to not pay, I only remember if you read above that I complained at the beginning that I wanted to withdraw but they do not verify my account after all the documents I had sent, and immediately afterwards by magic with the help of casinoguru they instantly check my account, they thought that I closed the report while leaving it open I request withdrawals and they like little magicians of the scam in a fraudulent way they reset my account, I will never receive my money again because nobody can give it to me but this thing is of a unique infamy the casino must enjoy my 7000 euro won excellent, conclusions put this casino immediately on the blacklist absolutely avoid it if you have a problem contact the casinoGuru who are professionals
ps kristina if I managed to have my money won honestly I made a donation of 30% of my winnings for your site but unfortunately as you can see my money was stolen from the casino and nothing I have to suffer this bullying
thank you kristina equally for your interest I remind you that I sent you all the screens both in the complaint and in your private email kristina
good life to everyone
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2 years ago
Hello everyone,
Thank you for your replies.
fuscoclorinda47, thank you for providing all the details. First, I would like to emphasize that due to our company policy we are prohibited from sharing any player's personal details even if you gave us your permission to do so.
Moreover, I would like to ask you please, to watch your language. I fully understand your frustration and disappointment, but if you wish to proceed with this complaint, you need to restrain from using abusive language. Thank you for your understanding.
Since you have already provided evidence to support your case, I would like to ask the CosmicSlot team to do the same to clarify their side of the story, so that we can collect as much information as possible and decide what our next step will be.
Dear CosmicSlot team,
Could you please forward all the necessary evidence supporting the claims stated in your last message? My email address is kristina.s@casino.guru. Thank you in advance.
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kristina with all due respect what can these shady individuals prove? do you remember initially my problem was the verification where I said that having sent all the documents my account was not mine verified, then I decide to write to you and send you my complaints my winning screens and everything related to my account, after 5 minutes Cassino intervenes and says sorry clorinda f *** we had a problem with your account and verified and ready to proceed with the withdrawals ok, at that point I thank you and I say without kristina I was still waiting for the verification, then after 24 hours I try to enter my account but as you well know I was unable to enter because the shady guys I was thinking of emptying my account, having said that I sent you winnings withdrawals on hold internal chats and screens where the support explicitly says lady chlorinda f *** we have an internal problem try again in a couple of hours to do the longin and here are two problems that these shady dudes have had and clearly I was always ready to send screenshots d i everything on your casinoGuru site to make the problem as clear as possible said what kristina what can they provide you with? I was fraudulently debuted stop there is nothing they can prove there is only the knowledge that my winnings of 6850 have been lost due to a fraudulent casino. kristina good job
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2 years ago
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kristina with all due respect what can these shady individuals be able to prove? do you remember initially my problem was the verification where I said that having sent all the documents my account was not mine verified, then I decide to write to you and send you my complaints my winning screens and everything related to my account, after 5 minutes the casino intervenes and says sorry clorinda f *** we had a problem your account is verified and ready to proceed with the withdrawals ok, at that point I thank you and I say without kristina I was still waiting for the verification, then later 24 hours I try to enter my account but as you well know I was unable to enter because the shady guys were thinking of emptying my account (and bring it to 0), having said that I sent you winnings withdrawals on hold internal chats and screens where the support explicitly says mrs chlorinda f *** we have an internal problem try again in a couple of hours to do the longin and here are two problems these shady dudes have had and clearly I was always ready to send screenshots of everything on your casinoGuru site to make the problem as clear as possible. I have been fraudulently debuted stop there is nothing they can prove there is only the knowledge that my winnings of 6850 have been lost due to a fraudulent casino that has stolen my money won in an HONEST way in a fraudulent way. kristina good job and good day.
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2 years ago
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kristina casino disappeared they sent me an email offering me freespin I didn't even reply after 6850 euros stolen in a mean way I think that after all that I gave you casinoguru is to be put on the instant blacklist this casino I think, or we leave the casino at the top so other players I can indeed surely find themselves in the same situation as me, you understand that I have not received 6850 euros my account has been cleared, I think you are intelligent and you can understand the gravity let's see now how you behave towards this mess
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2 years ago
Thank you everyone for your patience while we were reviewing and comparing all evidence that has been provided.
fuscoclorinda47, after thoroughly checking your game history together with the login and logout history, I haven't noticed any questionable activity that would indicate that the casino or someone else used your account and lost your funds. All winnings were lost in seemingly regular gameplay.
Furthermore, even if we had a reasonable suspicion that someone had hacked your account, this would be in no way the casino's mistake because each player is the one responsible for their account and who has access to it.
Since the casino has provided strong evidence supporting their claims, I am afraid that we have no other option than to close this complaint in the favor of CosmicSlot Casino.
fuscoclorinda47, we would really like to help, but it is impossible for us this time. Please note, that if you do not agree with our decision, you can always try contacting the licensing authority (Curaçao ) for another opinion.
Unfortunately, after gathering all the necessary information we are forced to reject this complaint. 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 and we will try our best to help.
