CosmicSlot Casino - Player's account verification is delayed.

Viele Probleme mit diesen Casino ! Verifizieren nicht mein Konto, obwohl ich alles denen geschickt habe wie sie es brauchen. Habe ein Freispiel gekauft, wo ich danach erst merkte das diese Freispiel mir fast 8.000,-- Euro gekostet hat. Bei diesen Freispiel gewonnen nur knapp 1.500,-- Also habe ich über 6.000,-- verloren. Habe denen diesen Fall mitgeteilt, aber keine Rückantwort bekommen. Sie reagieren gar nicht mehr auf meine Mails !

Dear wolfgerald,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which specific documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?

Could you please explain if you bought the spin in a slot game at the casino? Could you please specify which game was the purchase made for?

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,

Tomas

Hallo Tomas ! Die letzten Dokumente wurden vor 1 Woche geschickt. Reispass mit Selfie von mir . Screenshot von der Einzahlung von Konto. Leider sehe ich keinen Spielverlauf mehr bei CosmicSlot ! So wie es aussieht wurde dieser gelöscht ! Habe ich überhaupt noch eine Chance bei solchen Casinos ? Die wollen einen nur ausnehmen ! Danke !

Thanks for the reply.

Do you have the communication you sent to the casino describing the problem in more detail regarding the spin? Do you have access to your casino account in order to show me the game or to recreate the situation?

Regarding your verification, how has the casino informed you so far about the result of the process? Were any specific documents refused by the casino?

Please send any relevant communication between you and the casino about the issue to my email at tomas@casino.guru

Thanks for your emails I've received them all right.

Please understand both selfie documents you sent me have cropped edges. The casino is specifically asking for a selfie where all edges of the document are included on the picture.

I understand it's frustrating, but kindly take a new selfie where this condition and all other casino's conditions are met and submit it to the casino for review.

When taking the photo please follow these important guidelines:

-         Do not edit the image in any way

-         The photo needs to include your full face, head-on, with no distortions, shadows or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)

-         When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing

Please let me know about the result.

Thank you very much, wolfgerald, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hi wolfgerald,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear CosmicSlot Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what are the reasons for rejecting the documents provided by the player? Have you ever explained to the player what the problem was? Could you please also provide more details regarding the free spin purchase?

I'm looking forward to hearing from you. If you have any supporting evidence, please feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Hello everyone!

We have checked your complaint, and after investigation, we have found out that you sent us documents in the wrong format. Thus, the verification took longer than usual. We are sorry for the inconvenience caused. Now your account is verified.

Best regards,

CosmicSlot Team

Thank you for the reply, CosmicSlot Team.

Dear wolfgerald, could you please specify what do you mean by buying a free spin and then realizing it cost you 8,000 EUR? Was there no price for the free spin before you made a purchase or when you confirmed making a purchase? Did you buy it for real money or for casino virtual currency "Cosmic coins"? Thank you.

Dear CosmicSlot Casino, could you please share more details regarding the purchase of the free spins by the player? According to him, he bought free spins on 7.7.2023, however, the price wasn't indicated so the player discovered 8,000 EUR was written off from his balance. Can you please explain what exactly happened?

I'd really appreciate it if you can also send a gameplay and transaction history for that period to natalia.b@casino.guru. Thank you very much.

Hello Natalia!

As we can we from our backoffice customer didn't do any purchases of bonuses at on the specified date 07/07/2023.

We can send any kind of evidence to your email.

Best regards,

CosmicSlot Team

Dear CosmicSlot Team, thank you for the reply. It would be great if you can send any relevant evidence to my email natalia.b@casino.guru so it's visible that no purchases were made (please, check the other days please, as it might have been processed later). I'd also appreciate it if you can send a gameplay history for June. So far I haven't received anything from you but looking forward to it.

Hello Natalia!

Email just sent.

Dear wolfgerald, we have received some screenshots from the casino, where it can be seen that there were no purchases on 7/7/2023. You bought free spins in the bonus shop of the casino (https://cosmicslot.com/en/shop) on 9/7/2023, and these purchases were not made for real money but for cosmic coins (that are given as bonuses for your real bets).

Would you please specify once again what exactly the problem was? So far it doesn't seem to me that the casino made you buy some free spin for 8,000 EUR. Are you sure you are not confusing cosmic coins for real money?

Regards,

Natalia

I'm posting here additional messages from the player that were sent to my email instead of the complaint thread:

Hallo Natalia !

Wie ich aus den Medien und Internet so sehe, liest man über Cosmicslot nicht gutes. Dürfte wohl ein Online Casino sein, das den Leuten nur Ihr Geld abnehmen. Betrüger !!!! Ich warte jetzt schon insgesamt über 1 Monat, das ich mein Geld zurück bekomme. Es war ein Echtgeld das ich gespielt habe, und wo mir bei einem Freispiel Kauf sehr viel Geld abgenommen wurde. Ich finde es eine Frechtheit das es solche Casinos gibt, die gehören gesperrt und Verhaftet !! Alles Betrüger und Banditen !!! Ich erwarte von Cosmicslot, das ich mein Geld innerhalb der 14 Tage zurück bekomme !

Ich hoffe auf ihre Hilfe !!!!

Vielen Dank !

mfg

Gerald Wolf

Hallo Natalia !

Ich habe mit echten Geld am 7.7.2023 am Nachmittag Freispiele von einer Slotmaschine gekauft. Es gibt Slotmaschinen, wo man nicht darauf wartet bis man ein Glück hat und Freispiele gewinnt, sondern man kann sie auch kaufen. Leider weiß ich nicht mehr bei welcher Slotmaschine ich sie gekauft habe. Könnten sie mir bitte den Spielverlauf zukommen lassen !

Anbei ein Foto vom 06.07.2023 wo man leider etwas schlecht erkennen kann, (am Bildschirm, das ca. 25.000,-- Euro Echtgeld ) auf meinen Konto waren.

Danke !

Dear Cosmicslot Casino, I'd like to ask you to share the gameplay history and balance history, where the balance movements can be seen. Please, check the email I sent to you on 9/8/23. So far we haven't received enough evidence from you, so I'm looking forward to some additional information. Thanks.

Dear wolfgerald, we have received your game history dated back to 7.7.23 and it shows that you made a real bet of 7500 EUR playing 12 Super Hot Diamonds, your purchases history at the casino shop doesn't even contain any free spins bought for that game, so I'm afraid that you confused bonus free spins for real money bets. So based on the evidence from the casino, you lost your balance playing with your own money, and we cannot blame the casino for this misinterpretation. If you do not agree with our decision, you can always contact the licensing authority for a deeper investigation.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Regards,

Natalia