The player from Germany is experiencing difficulties cashing out his winnings from the casino. After a successful communication between the player and the casino, the issue has been resolved.
CosmicSlot Casino - Player's experiencing difficulties cashing out his winnings.
Amount: €5,000
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
11 months ago
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1 year ago
Translation
The payouts in this casino are subject to the following conditions:
daily 500€
per payout max but only 400€
€10,000 per month
and you can't request a payout every day until you've already started ones.
after I didn't get an answer either in the chat or to all emails, I received a payout plan.
it is therefore never possible to pay out €10,000 per month.
no payment has been received so far, so that a further payment is possible.
In addition, it is not possible to set limits yourself or have them set.
Automatic translation:
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1 year ago
Dear metzen,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your cashout and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Tomas
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1 year ago
Translation
The player account is fully verified since 03/31/2023.
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1 year ago
Hello MEDDIREYES and CasinoGuru Team!
As we can see you have already got your first payout on 04/04/2023. Due to standard financial rules, it may take some time to get money directly to your finance account, generally it is up to 3 work (bank) days.
Best regards,
CosmicSlot Team
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1 year ago
Thanks to both parties for the reply.
Dear metzen,
Please let us know about any news regarding your cashout, and whether there are any delays or anything else you might require assistance with. I'll set the timer to 7 days. I'll await your reply.
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1 year ago
Translation
The first has come, but how should you implement it daily 400 per / maximum
500€ per day - if it takes 3-5 days to finish one time... it takes weeks to receive my profit.
plus you can't set any limits that I find much more unsportsmanlike!
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1 year ago
Translation
So today is February 6th, 2022
29.03 400€ (arrived on 4.3.)
31.03 110€ (arrived on 5.3)
03/31 390€ not yet
02.04 400€ nothing
04.04 400€ nothing
06.04 400€ nothing
….
Money is waiting on my account... instead of making the customer happy - you really try to encourage the customer to continue playing with such long and apparently complicated payment procedures.
there is no way to set a limit - not even the chat can do it!
and you can only withdraw every 2 days because there is always something in the queue if you then withdraw 500€ per day as possible. Do you have to split it and thus again occupy a large payout slot.
and also the answers in the chat - contact the department by mail... but they just don't answer.
Can't you just pay out everything in a row, I'm guaranteed not to play under such conditions as long as I see what's happening and you approach the customer.
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1 year ago
Thank you very much, metzen, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.
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1 year ago
Hello, Metzen!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to ask the CosmicSlot Team if there is any way to speed up the withdrawal process, for example, withdraw the full balance at once or at least make withdrawal limits higher?
Thank you!
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1 year ago
Good day everyone!
We have already withdrawn 900 euros for the player and the active balance left is 2 euros without any active withdrawal requests.
Best regards,
CosmicSlot Team
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1 year ago
Metzen, can you, please, confirm how much of the disputed amount have you already received?
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1 year ago
Translation
There are 3 x €400 in the queue
2.4
4.4
6.4
... and every few days something happens sporadically.
Why is nobody responding to my message regarding no limits - at other casinos this is also displayed here at Casino Guru as a note.
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1 year ago
Translation
Responsible gaming is non-existent.
wow all of a sudden all 3 open payouts were done today..,
thanks pavel
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1 year ago
From what I can find on their website, they have only self-exclusion and cooling-off options.
Also, please, let me know as soo as you will receive your funds.
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