CosmicSlot Casino - Player’s weekly withdrawal limits are not respected.

Sono un cliente di livello vip3 come c’è scritto sul sito cosmicslot ho diritto a ritirare 3000€ a settimana, questa mia affermazione è stata anche confermata dalla vip manager Hellen! Ma purtroppo il KYC programma i miei prelievi con 3 bonifici settimanali da 400€ l’uno. In questa maniera mi è impossibile prelevare 3000€ alla settimana! Sono un cliente che spende molto sul sito cosmicslot, ma il KYC sembra non capire le mie richieste. Chiedo soltanto di avere quello che mi spetta!

Dear Luca8889,

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

Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise if the entire amount of €20,000 has been approved by the casino and subsequently split into several installments?
• Have you received any funds already?
• Could you please specify if you have accumulated your winnings on a regular play or from a jackpot? 

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Buonasera Petronela,

Grazie per aver aperto il mio reclamo!

 L’intero importo è approvato e si trova sul mio conto gioco, ma non posso suddividere i prelievi per 3000€ settimanali, mi è concesso solo ordinare tre prelievi da 400€ l’uno, ma è discrezione del KYC scegliere le date.

 No non ho ancora ricevuto nessun fondo per quanto riguarda la vincita di 20000€, ma ho ricevuto prelievi di precedenti vincite, ma mai di 3000€ settimanali.

La vincita accumulata è stata vinta giocando regolarmente su una slot con soldi reali e non bonus forniti da Cosmicslot.

Thank you very much, Luca8889, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, Luca8889,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite CosmicSlot Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear CosmicSlot Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Where is the problem with the player's higher weekly withdrawal limits?

Can you help us speed up the player's withdrawal process, or can the casino fulfill its obligations toward the player if it is possible? If it is not, why?

Thank you in advance for providing the information.

Hello Luca and Branislav!

Hope you are doing well today!

As we can see Luca right now doesn't have any active withdrawal requests (every previous request was successful). Luca, please login into your account and send us new requests so we can process them. After we will do our best to send your winnings as fast as possible.

Also, the delay can be because of Luca's payment system. As we can see you are using bank transfer to get your money. Usually, bank transfer for each transaction may take up to 3 bank days so from our side we need to wait while each of the previous transactions is processed by the bank and after it send a new one.

We are really sorry about such inconvenience but we are doing our best to send your money as soon as possible.

Thanks for your patience and understanding!

Best regards

CosmicSlot Casino Team

Dear CosmicSlot Casino team,

Thank you for the explanation.

However, if I understand it correctly, the main issue is not processing times. The main issue is that the user, as a VIP player, should be allowed to withdraw 3,000 €/week, which was confirmed by the casino's customer support.

Logically, there is a significant difference between 3 withdrawals of 400 €/each at the same time (per week) and a withdrawal of 3,000 € per week.

What are the options for speeding up the withdrawal process? Can you please provide us with the information on what alternative payment methods are available to the player for withdrawals, and which ones could allow him to withdraw the disputed winnings faster or with higher limits per transaction?

However, of course, if the player is allowed to use other payment options with higher limits per transaction and better processing times, but insists on withdrawing it via bank transfers only, unfortunately, he should also accept its conditions, and we are likely not able to help him more with the issue.

Ciao Branislav e grazie di occuparti del mio reclamo in maniera egregia!

il problema non sono le modalità di prelievo perché CosmicSlot consente prelievi massimi di 400€ per un massimo di 1200€ indipendentemente dalla modalità di prelievo!

fino a qui tutto bene, ma se i tre prelievi da 400€ l’uno vengono programmati per esempio il lunedì, mercoledì e venerdì per me risulta impossibile prelevare i 3000€ settimanali come prevede il mio status vip di livello 3.

Devo dire che questa settimana Cosmicslot si è comportata in maniera perfetta, programmando bonifici in questo modo:

3 bonifici da 400€ il lunedì

2 bonifici da 400€ il martedì

1 bonifici da 400€ il mercoledì

1 bonifico da 400€ il giovedi

1 bonifico da 200€ il venerdì.

per un totale di 3000€.

ma ho molta paura che non sarà così settimana prossima!

sarà mia premura informarti subito lunedì mattina quando il KYC mi informerà come ha programmato i primi tre bonifici della settimana!

grazie mille per la tua preziosa assistenza!

Dear Luca8889,

Thank you for your emails and the updates. Although it is a bit strange that the casino was able to process your withdrawals of 3,000 € in one week, in accordance with its rules regarding VIP levels and limits in question, while it was not possible in another week, I am afraid there is no other option than to stay patient and continue requesting withdrawals as it has been done until now.

However, I dare to disagree with your claim that the problem is not the withdrawal methods. The casino informed us that the processing times of transactions made via bank transfer could cause delays, and why.

If 1 bank transfer takes a few business days to be completely processed by the casino, using another available alternative payment method could shorten the processing times per transaction = faster withdrawal. In addition, it also depends on the casino's payment provider(s)/processor(s) since it is common that the payments are not processed exclusively by online casinos, and they cannot influence the withdrawal process once they approve the withdrawals. Then, the process may be taken over by 3rd party.

We usually recommend players wait at least 14 days after requesting a withdrawal prior to submitting a complaint about a delayed withdrawal. In this case, it looks like the withdrawal process is taking longer because of the payment method used, and basically, the withdrawals are made regularly, without significant issues, constantly. Since the casino still pays your withdrawals (besides the 3 failed transactions), I cannot see a big problem there or anything that we could do to help you with.

Although the casino has not answered my questions above, and it is not clear what the reason for the previous unsuccessful transactions was, it looks like there is no option on how to speed up the process of withdrawal if you insist on using bank transfers only. Also, a few more questions arose, Luca8889.

If there is no activity on your account for a longer time, and you are only withdrawing your balance, are you sure you are still at the mentioned VIP level 3, and the higher withdrawal weekly limits still apply to your account?

What are the alternative payment methods available for you in your cashier? Is there a possibility you could use another payment method for withdrawals? For example, using an e-wallet or crypto (if it is allowed by the casino) may speed the withdrawal process up. Otherwise, it is likely you will have to accept the fact that the process of withdrawal will take longer.

Unfortunately, the only way we could help you is to keep the complaint open and extend the timers by longer periods unless the entire remaining balance is withdrawn.

Dear Luca8889,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Ciao Branislav!

eccomi qua! Questa settimana il casinò è stato regolare con i pagamenti! Tutto perfetto! Ho programmato i bonifici e sono stati fatti regolarmente entro la settimana!

per quanto riguarda il mio livello vip rimane tale, come confermato dal supporto clienti anche se sono inattivo.

Credo di averti girato una mail a riguardo.

ho giocato circa 15000€ in pochi giorni, credo sia giusto almeno rientrare delle giocate in tempi rapidi!

ma in ogni caso se riesco a continuare a prelevare 3000€ a settimana mi va più che bene!

ti ringrazio se possiamo tenere aperto il reclamo fino alla fine dei prelievi! Ogni settimana ti posso aggiornare sullo stato dei pagamenti!

Alright, Luca8889. Thank you for your confirmation and the update, and I am sorry for your loss.

To be honest, now I am a little afraid to ask, but - what is the current disputed amount? How much have you already withdrawn, and how much is left in your casino account that you would like to withdraw, please?

If I counted correctly, you should have withdrawn something over 6,000 €. But, you mentioned that you lost 15,000 €. Did you make any new deposits or was your remaining balance increased in the meantime?

Once you inform me about the current disputed amount, we can proceed with setting a longer timer.

However, please note I am not able to keep the complaint open for an indefinite period. I strongly recommend you not play with the disputed funds, and try to withdraw them all. Otherwise, if you keep making deposits and/or playing, it could unnecessarily drag the process out.

Dear Luca8889,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Ciao Branislav e grazie ancora per la tua importante assistenza che mi stai dedicando per questo reclamo!

Ho fatto scommesse per circa 15000€ in poco più di una settimana, tutti con soldi reali e senza richiedere bonus!

alla fine sono riuscito a fare una vincita di 20000€ in una giocata!

in ogni caso è da diverso tempo che sto prelevando i soldi e devo dire che il casino ha effettuato i prelievi come prestabilito!

Ad oggi devo ancora prelevare 8600€

Great, Luca8889. I am glad to hear such good news!

So, it looks like it is on the right track, and you are only a few weeks away from receiving your remaining winnings.

Now, there are 2 options for how we could proceed.

1. Keeping the complaint open until everything is completely and successfully withdrawn - extending the timer by a longer period and waiting for your final confirmation.
2. Closing the complaint as resolved with an option of reopening in case any further issues occur (withdrawal taking longer than 14 days or other issues).

Which option would you prefer, please?

Ciao Branislav! E grazie per il tuo supporto! Chiudi pure il reclamo il casino sta pagando regolarmente come pattuito dal programma vip!

grazie ancora e buon lavoro!

Thank you, Luca8889, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad your issue has been sorted out. So, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Branislav, Casino.guru