The player from Switzerland had the account blocked for an audit after accumulating a substantial win. Player’s complaint has been resolved successfully.
CosmicSlot Casino - Player’s account is being audited.
Amount: €6,000
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Good day
After I won 6000EUR on the CosmicSlot side, I understandably wanted to cash it out. I had previously paid in EUR 150 with Mastercard. (I made a withdrawal before and had my documents verified) Then I realized that I can only withdraw with cryptocurrency and that I don't have the option of bank transfer. I reported this, and I was always consoled that it was being examined. Then I sent 400 EUR (max. Payout per day) to my crypto wallet.
The money has not arrived until today.
Now I have received this mail:
We would like to remind you that your gaming session has been sent to the ISP for verification. You were informed about this today in the previous letter (review game session).
Could you please give me additional help?
Kind regards and thank you very much
Automatic translation:
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2 years ago
Dear timeberhard,
Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win.
Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.
Could you please advise if you have accumulated your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
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2 years ago
Translation
Hello Petronela
Thank you for the quick response and the congratulations.
You have already helped me a lot with the information.
I deliberately waived the bonus.
I hope it doesn't take 14 days as the crypto market is perfect right now to buy more.
With kind regards
Automatic translation:
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2 years ago
Hopefully, it will be sooner than 14 days. I will set the timer for 7 days and check back with you next Wednesday. If you receive any information meanwhile, please let me know.
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2 years ago
Hello timderking and CasinoGuru Team!
I would like to inform everyone that timderking player account was successfully verified by our KYC department. Timderking game session was also verified by game provider and now he already got his first payment.
In addition, player has already booked another withdrawal and it will be made as soon as possible due to CosmicSlot Term & Conditions.
Timderking sorry for the inconvenience but as CasinoGuru said earlier that is the standard procedure for each casino brand and we are trying to avoid any delays with these steps.
P.s.: We hope that you are happy with our services and will come back more to our casino.
P.s.s: Don't forget to check your email and SMS for more bonuses from us. Stay healthy!
Best regards,
CosmicSlot team
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2 years ago
Translation
You can close the case. I trust the CosmicSlot team and thank you for the detailed answer. So I will definitely stay true to Cosmic Slot!
Automatic translation:
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2 years ago
Thank you very much, CosmicSlot Casino team, for the clarification and prompt response.
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, timeberhard, for your cooperation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
