CosmicSlot Casino - Player’s attempt to self-exclude from the casino has been overlooked.

Being a verified Player, the casino is not paying out the withdrawal in the amount of 400 EUR. Additionally, they are not responding to my emails and disabled the chat for me… Such a shame.

In addition, I must inform that I’m a gambling addict who are blocked all over the Latvian license + I recently self-excluded from cosmicslot after the withdrawal request has been made. Quite sure that the casino shouldn’t have provided any gambling services to me. Can a casino offer gambling services to Latvian citizens who have been blocked from accessing gambling activities in the Latvian gambling register? I’m doubting it. The refund letter also wasn’t answered from their end…

Casino Guru please help me to resolve this case. The casino is totally ignoring me.

Dear somovaarina02,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why? How many days ago was your withdrawal requested?

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

Dear Petronela,

The emails have been provided. The pernament self-exlusion request was also made via live chat, the reason was determined as gambling addiction. Speaking of the withdrawal request, it has been made on the 1st of may as far as I can recall, not later.

Per their own t&c, clause 9.2: "All withdrawal requests are processed by the financial department within 24 hours after the successful identity and account verification, every days 9.00-18.00 (GMT+3)."

Thank you very much, somovaarina02, for the forwarded email. Do I understand correctly that you informed the casino for the first time about your gambling addiction on the 4th of May 2023?

Indeed, however, Im in Latvian gambling register for over than 3 months as a Player whom cant be provided any gambling services.

By the way, I got my withdrawal finally.

Although I comprehend your viewpoint, it appears that you chose to gamble at a casino that is licensed by Curaçao. Your Latvian self-exclusion is only applicable to casinos that are licensed in your own country. Therefore, I'm afraid we do not have a strong basis for a case.

However, I am pleased to hear that you have received your payment, and I would appreciate it if you could keep me updated on any progress regarding your request for self-exclusion. I look forward to hearing from you.

Dear somovaarina02,

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.

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.