The player has deposited money into his account, claimed a bonus and won. When he wanted to withdraw his winnings, the casino informed him that it is not possible, because the deposit still hasn’t been credited to the player’s account. The issue was successfully resolved, the player received his winnings.
CosmicSlot Casino - Player’s struggling to withdraw his bonus winnings.
Amount: €3,900
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
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Translation
Hey so I deposited € 50 via immediately on May 28th and used the welcome bonus and won too -3 days and only then my payout is processed. Does this all seem strange to me ?! Could you maybe help me ?
Automatic translation:
Public
Public
3 years ago
Dear Niklas,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. The best thing I could recommend in this case would be to let the casino investigate what happened. I understand that this situation isn’t ideal, but it doesn’t necessarily have to be the casino’s mistake, and for example, funds may be withheld by the payment provider.
I will leave this complaint open and kindly ask you to keep us updated. If there isn’t any development within a week, we will intervene. Thank you very much for your understanding.
Best regards,
Kristina
Public
Public
3 years ago
Translation
Answer.
Today I received the first of the whole payouts (€ 400) because they don't pay out more than € 400. I will now hope that the casino will transfer € 400 every day (about 10 days) until the entire winnings are with me. I would contact you again if the next payouts do not come every day because you have to advertise it on your website, don't you think so and pay out € 400 a day, right?
With best regards
Niklas 🙂
Automatic translation:
Public
Public
3 years ago
Thank you for your reply, Niklas. I will keep this complaint opened until your confirmation that all withdrawals were processed successfully. Hopefully, you will receive the whole amount in no time.
Public
Public
3 years ago
Translation
Hey thanks for the answer so as it sounded I get 400 € on 4.06 and 7.06 a but if I now have more than 3 days between each payout then it will last until the end of the month and on their website cosmicslot advertises with 24h payouts, so me I think it's naughty how long should I wait until the remaining payouts are out and the site does not violate their own terms and conditions if they take so long for payouts, so if I now have to wait 1 month until I get the last payout of 4000 € profit I think that's a shame, maybe you can help me and speed up the process ...
regards
Niklas
Automatic translation:
Public
Public
3 years ago
Thank you very much Niklas for your cooperation so far. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
Public
Public
3 years ago
Hi Niklas,
I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite CosmicSlot Casino to the conversation to participate in the resolution of this complaint.
Public
Public
3 years ago
Translation
Hello thank you very much. Now that has also happened what, in my opinion, the casino has been working towards, because the payout would be delayed for so long, I have half of my winnings again ... Since you can only pay out 3 x € 400 and that has been delayed for weeks now I have not gambled away any € 2300 credit and only the 3 x € 400 open from the casino, very sadly, I would prefer to get the amount reimbursed because I only dunked it because it was in my account for over 2 weeks and if it would have been paid out IMMEDIATELY or at least blocked ..... So it's a shame on my part. Already not to recommend the casino .... I hope that the payouts go faster now ...
Kind regards Niklas Riegel
Automatic translation:
Public
Public
3 years ago
Hi Niklas,
I'm sorry that you lost a part of your winnings. We still haven't heard from the casino. I can only recommend you be patient and don't cancel the pending withdrawals. Let me know when you receive the winnings.
Public
Public
3 years ago
Hello Niklas and CasinoGuru team!
All payments were done after player KYC and now payments are proceeding to our general T&C and T&C of Welcome Bonus. Please check:
23. All withdrawals made should be subject to audit and game play review, as well as account verification process, also known as KYC.
27. In the event of any dispute, the decision made by CosmicSlot administration shall be final and not negotiable.
- has the right to determine its own payment and withdrawal terms and maximum and minimum withdrawal amount for each procedure, which may differ depending on the withdrawal method, account status and other possible factors affecting the withdrawal process.
- There is a limit of 3 simultaneous withdrawal requests. The maximum withdrawal limits per transaction / in 24 hours / month are determined as follows:
per transaction: 400 EUR or 25000 RUB
in 24 hours: 400 EUR or 25000 RUB
per month: 10000 EUR or 650000 RUB
Public
Public
3 years ago
Translation
Hello thanks for the answer but Wiso the amounts will then be transferred at most every 3 days so that it is NOT CORRECT with the 24 hours! And if you have the profit in your account for more than 2 weeks, of course, it is clear that you tend to gamble it away again and I find that not really player-friendly! Because if I received a payment yesterday and then wait 3 days again, it is not 24 hours, I did not even receive a payment directly 24 hours later, it is simply a lie if they say 400 € every 24 hours
Automatic translation:
Public
Public
3 years ago
Hi all, Thank you for your replies. Dear Niklas, I agree with you that the user experience isn't exactly great. However, it is not a matter we penalize casinos for. Since you played the rest of your funds, there is not much we can do. I recommend you find a casino with faster withdrawals and higher withdrawal limits. Please let me when you receive the second withdrawal.
Public
Public
3 years ago
Hello CasinoGuru Team!
Niklas got all his money already.
Best Regards,
CosmicSlot Team
Public
Public
3 years ago
Translation
Hello yes, I have received all the payments and can now definitely say that I cannot recommend the casino to others, so the rule alone is that players are so unfriendly puhh, so if I want to get your winnings directly and don't wait several weeks with the risk of gambling the money again because you can only make 3 payouts in a row so my recommendation is looking for a casino where the winnings are paid out immediately and, above all, COMPLETELY !! Thank you Casino Guru for your help you are really great and thank you cosmicslot for answering. I wish everyone a nice day 🙂
Automatic translation:
Public
Public
3 years ago
Hi all,
Thank you for your replies.
Dear Niklas,
I completely understand your decision. You can take a look at reviews on our website and pick a casino to your liking. I'm glad to hear that you received your winnings. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
