The player from Germany has requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings haven’t been received yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
CosmicSlot Casino - Player’s withdrawal has been delayed.
Amount: €400
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
1 year ago
Public
Public
1 year ago
Translation
I requested a withdrawal of 400 euros from this casino on 3/31/2023. Unfortunately, there is no option to perform a KYC at this casino. So I turned to chat. But this may not accept any documents I should contact the mail kyc@cosmicslot.com. I've already done this twice, but I haven't received any message here. I assume that this casino simply doesn't want to make withdrawals and ignores such requests. How am I supposed to get my money here?
Automatic translation:
Public
Public
1 year ago
Dear idobins56,
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
Public
Public
1 year ago
Hello everyone!
We have just checked your request and what we can see is that we didn't get any documents from you until now. Please check emails from our KYC department: kyc@cosmicslot.com. If you can't find any letters in general folder please check Spam and Promotion folders in your email account.
Best regards,
CosmicSlot Team
Public
Public
1 year ago
Translation
This is because until now, after filing the complaint, you have not provided any response to my query. I place higher demands on a casino with an 8.1 (very good reputation) than on one with an insufficient reputation. But from the requested documents (eg selfie with ID in front of a monitor with Cosmicslotwebiste) you can see that you are only out to not recognize documents, because what kind of proof such a photo is supposed to provide is doubtful. But time will tell if you are ready to act with deeds or just delay with words.
Automatic translation:
Public
Public
1 year ago
Translation
And by the way, now that you finally communicated what documents are needed, all the documents have been sent.
Automatic translation:
Public
Public
1 year ago
Hello!
As we can see your account is already verified!
Have a nice day,
CosmicSlot Team
Public
Public
1 year ago
Translation
Then I ask myself why no payment is made?
Automatic translation:
Public
Public
1 year ago
Good day everyone!
We sent your money on 06/04/23 please wait for 3-5 work (bank) days while it will be transferred to your bank account.
Best regards,
CosmicSlot Team
Public
Public
1 year ago
Translation
Thanks and I hope you meant 4/6/2023. I will happily wait for that time.
Automatic translation:
Public
Public
1 year ago
Translation
Money has been received, thanks for the support and help
Automatic translation:
Public
Public
1 year ago
Dear idobins56,
I'm glad to hear that your issue has been resolved successfully. 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
