The player from Italy is experiencing difficulties withdrawing his winnings due to ongoing verification. The player later confirmed that the verification and the first withdrawal were processed successfully, therefore we marked this complaint as resolved.
CosmicSlot Casino - Player’s struggling to complete account verification.
Amount: €2,000
CosmicSlot Casino
Safety Index:HighSafety Index
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8.5
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Good evening,
It's my first time using this casino and the gameplay is really great. The inconvenience I encountered concerns the verification of documents. Live support told me to send documents to the finance department email, then the finance department replied telling me to add more documents and in response they said I still had to send more things. After sending everything, almost 10 days ago, they have not been heard from and do not even respond to other e-mails. The live chat tells me that he doesn't take care of the withdrawal and account verification part. There will probably be a lot of withdrawal requests or the delay is due to the New Years weekend but they have completely disappeared. It's my first time dealing with them and I would like your support to clarify the situation, thank you very much !
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1 year ago
Dear paduanogiuseppe95,
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, sometimes even longer during the holiday season.
In this case, I would recommend that you wait one more week so that the casino has enough time to review your documents. If your account is not verified within the next 7 days, please let us know and we will intervene. I will leave this complaint open, so please, keep us updated about any further developments.
Thank you in advance for your understanding.
Best regards,
Kristina
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1 year ago
Translation
I will listen to your advice, thanks a lot for the help !
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1 year ago
Good day PADUS95 and Casino Guru Team!
Sorry for the inconvenience you got during the KYC procedure but we are still missing some documents from you. Please send them via kyc@cosmicslot.com also if you don't see emails from our KYC department please check the SPAM folder, from our side the last email to you was sent yesterday (04/01/2023) plus to it we asked the KYC department to send you a reminder today.
As soon as we will get all the necessary documents you will get first winnings.
Thanks for your patience and understanding.
Happy New Year to everyone!
Best regards,
CosmicSlot Team
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1 year ago
Translation
Soon after receiving your support, I received your response and they verified me teachers and account is active for withdrawal. Now the withdrawal procedure should be in progress. As soon as I receive the full amount I will let you know. Thank you so much CASINO GURU!!
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1 year ago
Hello everyone,
Thank you both for your replies.
paduanogiuseppe95, I will keep this complaint open until your confirmation regarding successful withdrawal. Please let me know as soon as you receive the payment.
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1 year ago
Hello Casino Guru and dear player!
We want to let you know that PADUS95 already got all his winnings in his finance account.
Looking forward for getting the complaint closed as resolved in turn of the player.
Best regards
CosmicSlot Team
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1 year ago
Translation
Hello, the first withdrawal was assigned to me, the remaining amount at the end I replayed. To date all withdrawals (1) have been collected. I had to withdraw more winnings but after a week the order hadn't even been processed and I didn't even receive a reply to my emails. Too long to collect winnings and finally played again, losing. Thank you both for the support! Good continuation to all.
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1 year ago
Dear paduanogiuseppe95,
Even though you lost part of your winnings, the main issue of this complaint (verification) has been resolved and you received the first withdrawal, therefore I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not 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,
Kristina
Casino.Guru
