HomeComplaintsCosmicSlot Casino - Player’s struggling to withdraw her winnings.

CosmicSlot Casino - Player’s struggling to withdraw her winnings.

Amount: ??

CosmicSlot Casino
Safety Index:High
Submitted: 28 Feb 2021 | Case closed : 05 Mar 2021
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

3 years ago

The player from Greece is experiencing difficulties withdrawing her funds due to limited availability of payment methods. As the player has closed her account, we ended up rejecting this case.

Public
Public
3 years ago

Hi

I made deposit by my visa.

When i tried to make withdrawl i dint find visa choice to take my wining .

It has only withdrawl method bitcoin.

What must i do?

i sent email but no answer .

I spoke live chat but they dont know

Thank yu

Public
Public
3 years ago

Dear Marianthi,

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

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers and bank restrictions, all have a major influence. If a payment method was available for deposits it doesn’t mean necessarily, that it will be offered for withdrawals too. 

We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please confirm that your account has been fully verified?

Additionally, if Bitcoin is the only payment method available for withdrawals, I’m afraid you’ll need to set it up. It is fast, safe and you can always convert bitcoin to cash and ultimately move it to a bank account. There is a lot of online articles available, where you can learn how it works and decide if it would be convenient for you (e.g https://www.bitcoin.com/get-started/how-to-get-started-with-bitcoin/).

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

Public
Public
3 years ago
Translation

Good morning.

I have sent my documents for verification for 3 days and I have not received a reply.

I emailed again today but no response.

I spoke many times with their lively conversation and they tell me that they do not know and to wait.

I can not understand how to deal with them.

They accept the deposits without any problem and verification and when it is time for you to make a withdrawal you face a lot of difficulties.

I should have been informed when I made a deposit with a visa that I will not be able to make a withdrawal.

Thanks so much for your help


Automatic translation:
Public
Public
3 years ago

Dear Marianthi,


Thank you for choosing our casino brand!


Sorry for the delay from our KYC department because of a big number of withdrawal requests these days. We are already working on this issue and are going to proceed with all withdrawal requests as fast as possible.


Our finance team already send you feedback regarding your withdrawal. Please follow the instructions in the email and everything will be fine with your winnings.


Best Regards,

CosmicSlot Casino Team

Public
Public
3 years ago
Translation

I have not requested a withdrawal.

This is my issue that there is no option to withdraw with a visa as was my deposit.

Your answer has nothing to do with my problem,

You did not answer me for the verification of my account as I have sent them all for 3 days.

Thank you very much

Automatic translation:
Public
Public
3 years ago

Dear Marianthi,

You are free to withdraw your money with BitCoins for example or any other available payment system. Petronela Kontos already sent you instructions regarding using BitCoins.


Also regarding your verification KYC department send you another email where asks you for a selfie with your ID card (the previous one can't be approved because of bad quality).

Our finance department is looking forward to an answer from you.


P.s. for Petronela Kontos from CasinoGuru: I can't prepare for you evidence of bad quality selfie because of GDPR policy.


Best regards,

CosmicSlot Casino Team

Edited
Public
Public
3 years ago
Translation

With great difficulty as I do not know at all from bitcoin I managed to finally open an account.

I went to withdraw and he tells me that I can not because I have not used the same deposit method.

What is happening is unacceptable.

I have been playing in online casinos for many years, and I have never encountered this.

What is happening to me is unacceptable

Please let me know what I do and where I should go.

Thank you very much


Automatic translation:
Public
Public
3 years ago

Dear Marianthi,

Thank you very much for your cooperation and for being willing to open the Bitcoin e-wallet account. Could you please advise if you have sent the requested selfie with your ID?


Dear CosmicSlot Casino Team,

Thank you very much for your assistance and clarification. I'm sure together we will be able to solve this problem in no time.

Public
Public
3 years ago
Translation

good morning

Yes I sent it

thanks

Automatic translation:
Public
Public
3 years ago

Dear CosmicSlot Casino Team,

Is there anything else required from the player? Thank you very much in advance for your reply.

Public
Public
3 years ago

Dear Marianthi,


Your account was successfully verified but your balance right now is 0.03 Euro and no requests for withdrawal. But you can still use our CashBack Bonus every Monday and try your luck once again with us.


Thank you for staying with us!


Best regards,

CosmicSlot Casino Team

Edited
Public
Public
3 years ago

Thank you very much, CosmicSlot Casino Team, for the update.


Marianthi, do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.

Public
Public
3 years ago
Translation

Good morning

Thank you very much for your help.

I closed my account with this casino so you can close this complaint.


Automatic translation:
Public
Public
3 years ago

As the player has closed her account, we ended up rejecting this case.

flash-message-reviews
User reviews – Write own casino reviews and share your experience
Forum_alt
Join the discussion on our Forum and meet casino players from all over the world
Subscribe to our newsletter for newest no deposit bonuses, new slots, and other news