The player from Germany has been struggling to receive his withdrawal despite the fact he verified his identity and tried multiple payment methods. The player confirmed he received all his funds.
CosmicSlot Casino - Player is struggling to request a withdrawal.
Amount: €500
CosmicSlot Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
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3 years ago
Translation
Hello dear Casino Guru team,
I am hereby describing my case
I registered at cosmicslot.com Casino
I deposited € 140 there, I didn't accept a bonus and this was my first deposit.
The deposit in the casino is done with bank transfer.
The game was successful, so I now want to withdraw € 500,
if withdrawing was that easy ..
The casino does not have a Rapid, Trustly or Bank Transfer payment.
I contacted the live support, they pretend to be a German service, but I think this is all just a bad translation, the live chat several times did not understand what I want. I was told again and again that I have to withdraw as I deposited ... just stupid that casino doesn't offer a bank transfer for withdrawal, otherwise I would do that.
When I asked again, the live chat asked me to create a Neteller account, make a minimum deposit, and then use it to withdraw. I did a little research about Neteller and thought I would cash out on Neteller and then on to the bank account (which unfortunately all comes with fees).
So now I have opened an account with Neteller, verified myself there, and topped up the account.
Then I wanted to make a deposit into the Casmicslot Casino, a minimum deposit of 20 euros. Unfortunately this does not work, I have tried 20 times and kept getting an error message. Then I tried to pay with Neteller elsewhere, and it worked without any problems.
I contacted the live chat again, but unfortunately they didn't understand my problem again. At some point I got an email address to contact financial support.
So I described my problem to the support again, and now got the answer I should create an EcoPayz account. You can imagine that this is really annoying. Unfortunately, I do not understand the problem the casino has with the Neteller account and does not try to solve it.
So now I have also created an EcoPayz account, reloaded it, and this time successfully deposited it into the casino. (€ 20 minimum deposit)
I have now requested two withdrawals
1x 400 €
1x 100 €
Unfortunately, the daily withdrawal amount is set very low at € 400.
I still have the 20 € paid in with EcoPayz, because I have to use it 3 times because of money laundering.
So I looked in the booking history, and my payouts are nowhere listed, I contacted the support, they told me to send my personal details by email for verification, even though I did that after the first payout attempt.
Today, January 28th, 2021 around noon, I received an email asking me to submit verification data. I then sent all the required data such as ID (front and back, selfie with casino address "cosmicslot.com" and current date), bank account with name, address and IBAN, EcoPayz account with customer number, email address by email. The casino kept writing to me that this and that about my data did not fit, or was insufficient. This dragged on for the whole afternoon. Then finally I got the email that my account is fully verified. Honestly, I've never had a casino like this before.
It didn't take long before I received an email that both of my withdrawals (500 euros in total) had been declined due to a missing EcoPayz number.
I then gave the missing number and requested a new payment of 400 euros. (The remaining balance on my player account is currently 120 euros, of which 100 euros can be withdrawn immediately and 20 euros have to be converted 3 times due to money laundering (this is normal at many casinos).
Unfortunately, my outstanding payment of 400 euros is not listed anywhere in the booking history.
I then wrote to the live chat, which tells me that I have given incorrect data to the casino. Huh ?? My account is verified and I entered everything correctly.
I should contact the finance team again via email and clarify this with them.
Now I wanted to play a little more, because I still have to convert the 20 euros from the EcoPayz deposit so that I can withdraw it again, while I noticed that there were suddenly no more games that I played yesterday.
You can imagine that I'm getting really annoyed. I have been successfully requesting a withdrawal for two days and have invested hours in it.
I captured some things in screenshots and of course all the emails from the conversation with the finance department.
I hope you can help me with my problem
Automatic translation:
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3 years ago
Dear Timo,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I see that you are doing your best to cooperate with the casino. Do I understand correctly that there is nowhere in your cashier history stated that you’ve requested a withdrawal?
Could you please send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.
I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
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3 years ago
Translation
We received this email from Timo:
"Hello, the casino has now suddenly paid out the first € 400! I wouldn't have thought 👍
However, I can't say anything good about this Caisno because of all the problems. I also have the assumption that the games on the site are fake. Suddenly there is also a completely different live casino. Evolution is no longer there. Maybe you should take another look at this casino and re-evaluate it. "
Automatic translation:
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3 years ago
Great news! Thank you for letting us know. Since you successfully received your withdrawal, do I have your permission to close this complaint? Is there anything else we could do for you regarding this case?
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3 years ago
Translation
Hello, I have now received the last € 100, so you can close the complaint!
Automatic translation:
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3 years ago
Awesome news, Timo! Thank you for letting us know. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
