The player from Germany experienced issues with depositing funds with her Mastercard. She was falsely charged 2×55.97€ via e-Pocket, a company the casino claims not to cooperate with. After a closer examination, we ended up rejecting this complaint as unjustified.
CosmicSlot Casino - Player's deposit issue with the Casino.
Amount: €12
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
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
Public
Public
1 year ago
Translation
I made a deposit twice with Mastercard 2×50€. Without informing me they kept 2×55.97 from me through e-Pocket while I activated the button that said Mastercard-Visa. In my direct communication with Chat they replied that they do not recognize e-Pocket and that they do not cooperate. Is this the security they provide for payments??????
Automatic translation:
Public
Public
1 year ago
Dear kostasnkalamakis,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I would like to warn you, that if your deposits have never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not depositing any more funds until the issue is sorted.
If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.
Could you please advise if you deposited to this casino using the same payment method in the past? Please forward your payment receipts to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
Public
Public
1 year ago
Translation
Unfortunately, I haven't found the transaction receipts yet. I am sending you an email with the e-pocket answer.
Automatic translation:
Public
Public
1 year ago
Thank you for your email. Could you please advise if both transactions are lost or if the funds were credited into your casino account but unexpected fees were charged on top of them?
Public
Public
1 year ago
Dear Scorpions61,
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.
Public
Public
1 year ago
Translation
My funds were credited to my account but further charges would be filed.
Automatic translation:
Public
Public
1 year ago
I do apologize but we can't punish the casino for unexpected charges as these are usually handled by a third-party payment provider. Since the funds were credited into your casino account but additional fees were charged on top of the amount in both deposits, I will adjust the disputed amount from €100 to €12 (2x €6).
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
