The player from Germany had their account blocked after several deposits. Despite efforts to contact the support team, they have not received a response or the cashback they believe they are entitled to.
CosmicSlot Casino - Player’s account blocked without explanations.
Amount: €2,000
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.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
7 months ago
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7 months ago
Translation
Hello, after several deposits my account was blocked. The support team is not responding and my emails have been unsuccessful. I would like an explanation for this, as I should have received a cashback.
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7 months ago
Dear findikfistik86,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all.
Could you please advise if there are any funds being held by the casino? If the casino paid out all the winnings and no real funds are being held, I’m afraid, there’s not much we can do for you.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
Best regards,
Petronela
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7 months ago
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I now saw on my account that they had debited everything twice!
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7 months ago
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Hello, I would like a list of my deposit. Otherwise I cannot check here which payment I have made is correct! I demand that cosmic Slot send these to me immediately without any gaps.
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7 months ago
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The casino is keeping my cashback for Monday and with the closure they have now been able to keep it to themselves. I have deposited more than €800 in one week and the account will be closed on exactly Sunday
10% cashback I can't say exactly what I deposited, that's why I wanted the deposit overview from the ones I requested via email and my account was then closed.
Now I know why because they took off more than they should have.
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7 months ago
I'm sorry, but you are not entitled to any cashback bonuses once your account is blocked. Do I understand correctly that your recent deposits were deducted twice from your bank? Could you please forward your bank statement to petronela.k@casino.guru and highlight those disputed transactions? Thank you in advance.
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7 months ago
Dear findikfistik86,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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7 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
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