The player from Denmark had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The Complaints Team had advised the player that withdrawal delays could be typical due to processing times or unfinished KYC verification, and suggested waiting for at least 14 days before submitting a complaint. Despite extending the response time by 7 days, the player did not respond to the team's inquiries. Consequently, we were unable to investigate further and had to reject the complaint.
CosmicSlot Casino - Player’s winnings haven’t been received yet.
Amount: €175
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.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
11 months ago
Public
Public
11 months ago
My issue is that I asked for a withdrawal, on 175 euro total. (It is 2 withdrawals).
Some days later I was asked to verify trough KYC. I send them all the documents that they asked for, I then got a mail to send my debit cards without the date blocked. I then sended them again, and now they are dead silent.
I have tried to contact them through their live chat, and their answer is always: Please wait for the KYC team to respond.
But they never do.
Public
Public
11 months ago
Dear Frodototo,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal 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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
