The player from Germany had his account blocked without further explanation. The case was successfully resolved.
CosmicSlot Casino - Player’s account has been blocked.
Amount: €20
CosmicSlot Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.5
CosmicSlot Casino has a Safety Index of 8.5, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Casino blocked my account because I'm supposedly blacklisted I logged in correctly and after deposit I asked in the chat why I didn't get the bonus then they blocked my account because I'm supposedly blacklisted. She sent me an email address for the finance department to get my money back but no one responds to my email I want my money back
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1 year ago
Dear XxX1234,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus, please?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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1 year ago
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Sorry if you misread my complaint, I registered, verified my email and paid in, then it said I was on the blacklist and my account and funds were blocked
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1 year ago
Hello CasinoGuru team and XxX123!
Your account was opened today so you are free to use your deposit.
Our security team found a duplicate account from your side HEIKO004 so it took some time to investigate the situation. So your account HEIKO004 will be closed without the right to open and account XxX123 will be marked as the main account.
In the future please be more attentive when creating an account, make sure you don't already have an active account.
If you have any additional questions please let us know!
Have a nice day!
Best regards
CosmicSlot Team
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1 year ago
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Money was credited and I can register again thanks for the quick help
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1 year ago
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Your account has been closed due to a "blacklist", please contact our email address support@cosmicslot.com for more information
Again deposited money on the player account but no access in the chat means I should contact the support via email
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1 year ago
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Hello cosmicslot first you close my account because of the black list but I was able to deposit then briefly opened it again and couldn't play again now the account is closed because of gambling addiction then you refund me my 40€ it's a joke slow
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1 year ago
Thank you, XxX1234, for the update.
Could you please advise if you have ever mentioned a gambling problem when communicating with the casino?
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1 year ago
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No as I said first came is on blacklist then after the complaint my account was open again could play then I made a deposit again came access denied the live chat says I'm banned because of gambling addiction I said no then I could play again then I wanted to sign up today login comes user is blocked because of gambling addiction if i'm blocked because of gambling addiction supposedly why could i deposit 2x and play 2x doesn't make any sense either you open my account again or if they mean to block my account because of gambling addiction then they should refund my deposit
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1 year ago
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So if I get banned because of a gambling problem, I would never have been able to register and deposit and certainly not play, so cosmic slots has to reimburse me for my losses! Casino does not respond to emails or live chat
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1 year ago
Thank you very much, XxX1234, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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1 year ago
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So I would like to know what's going on, either the casino decides to close my account due to alleged gambling addiction, or they open it again. If it stays closed due to gambling addiction then the casino has to refund my deposit!
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1 year ago
Hi XxX1234,
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
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1 year ago
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However, the account I paid with there no longer exists and I canceled the account. If the casino refunds the deposits, this must be done to my new account.
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1 year ago
Hello CasinoGuru Team and XxX123!
Your money got back to your finance account!
Please check if you already got it and let us know.
Best regards,
CosmicSlot Team
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1 year ago
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The money cannot have been credited because the account no longer exists. I have new bank details
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1 year ago
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I have sent my new bank details to kyc@cosmicslot.com
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1 year ago
Hello!
Refund was done to payment methods that you were using to make a deposit. Deposits were made with CreditCard.
Best Regards,
CosmicSlot Team
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1 year ago
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Yes, but the account with the associated credit card no longer exists, this account and credit card are no longer active and have been terminated!
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1 year ago
Hello!
Due to our Terms & Conditions, we sent money back with the same payment methods that you were using while making a deposit:
"Payments of winnings or refunds shall be transferred back through the same channel from which Player had made the original transfer in the first place. Where this is not possible, the Player shall be requested to provide an alternative channel together with sufficient proof that such channel relates back to the Player. It shall be within the Casino's sole discretion to determine whether proof provided by the Player is sufficient or not. Casino may, in its sole discretion and in accordance to the licencing compliance rules and an internal risk assessment, require a first payment of winnings for the Player being released as the bank transfer wire with a purpose of completing the KYC verification checks."
Please contact your bank if you didn't get your money back.
Best regards,
CosmicSlot Team
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1 year ago
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I cannot have received the money as this account no longer exists
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1 year ago
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I can do the Kyc exam if you tell me where I can do it
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1 year ago
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Hey Heiko,
Thank you for your feedback signal.
We hereby inform you that to date we have not received any refund on this account. Please contact the broadcaster for this.
If you have any questions, please get back to us or visit our Support Center at https://support.n26.com/en-us/first-steps.
Best regards
jacky
N26 Customer Service
There was no refund on my old account!!!
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1 year ago
Dear CosmicSlot Casino team.
May I kindly ask you to react? If player's account no longer exist, should not the payment return back to you?
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1 year ago
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Nothing was paid or refunded my former bank would contact me if a refund was forthcoming
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1 year ago
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I have contacted my bank as soon as they reply I will report back
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1 year ago
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Hey Heiko,
Thank you for your inquiry.
You received a refund of €20.00.
I received a refund but I still need one
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1 year ago
Hello!
As we said earlier we will let you know when get additional information about your second transaction as soon as we get it from the payment system provider.
Best regards
CosmicSlot team
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1 year ago
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So far no further receipt of money has been recorded
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1 year ago
Hello XXX123!
We are still waiting for a payment system reply as soon as we will get additional information we will let you know.
Best regards
CosmicSlot Team
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1 year ago
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Of course I'll wait as long as I have no money to give away
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1 year ago
Hello!
I want to let you know that the payment system provider approved a refund for you. Please check your finance account and let us know if everything is ok.
Best regards
CosmicSlot Team
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1 year ago
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Hello, I have contacted my old bank and my account has not been refunded!
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1 year ago
Hello all!
Hope you are doing well today!
So we have a screenshot of the proof of payment how I can share it safely?
Best regards,
CosmicSlot Team
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1 year ago
Dear XxX1234,
I am extending the timer by 7 days. Please, inform us when you receive the payment.
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1 year ago
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Complaint can be closed final refund received.
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1 year ago
Dear XxX1234,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards, Jozef
