The player from North Rhine-Westphalia had reported not receiving his withdrawal from an online casino. He had expressed frustration at the casino's lack of communication. After his account had been verified, he noticed an unexpected balance of €77, which he gambled away. As the player had deactivated his account and wagered all his winnings, we concluded that there was little we could have done to assist. The complaint was therefore rejected due to the player's actions.
CosmicSlot Casino - Player’s withdrawal has been delayed.
Amount: €800
CosmicSlot Casino
Safety Index:HighSafety Index
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8.5
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Case closed
Our verdict
Other
REJECTED
Case summary
1 year ago
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1 year ago
Translation
I live in Germany, but I can only select Puerto Rico, nothing else.
Two days ago, I deposited at Cosmic Slots and won 800. I then requested a payout of 2 x 400€ but nothing has happened since. When I asked how long the processing time usually takes, I was told to send my question via email to Kyc@cosmicslots.de. I've done that, but there's no response at all. Having read all these negative reviews, I'm really getting a bad feeling, especially since there's no reply at all.
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1 year ago
Dear ulli3982,
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
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1 year ago
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I am open to any cooperation or conversation but the casino apparently isn't, so far there has been 0 reaction or answers.
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1 year ago
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So my account was now verified after 4 days, yesterday I suddenly had 77€ in the balance then I looked to see if my withdrawals were still set to be processed, that was the case, then I looked to see where the 77€ had come from and couldn't find anything, I thought for sure Cashback or won from a tournament. Then I gambled it away. Today I suddenly receive this email see below
I had a wager amount of over €2100, I still remember that, so the winnings from the free spins couldn't just be €15.4 because then the wager would have been significantly lower 15.4 x 40 = €616 so that's true what not!! What a scam casino. I feel very ripped off. Especially because there was no information about it yesterday. It was done that way on purpose. Today I wanted to see if I could still see in the profile how high the wager was, of course you can't.. ..
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1 year ago
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Now there is no response to my emails again all the time.
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1 year ago
Thank you for your reply, ulli3982. Do I understand correctly that you accumulated your winnings with a bonus and now you have an active balance of €77? Could you please clarify which bonus you played with? If possible, please post a link or promo code to the bonus offer you activated here in this thread. Thanks.
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1 year ago
Translation
I played with the winnings from free spins from a deposit bonus because the wager amount was over €2100. The winnings from the free spins cannot only be €15.4 because then the wager would have been significantly lower 15.4 x 40 = €616 so that's true yes, back and front, what not!! Unfortunately the whole thing was almost 4 weeks ago and I don't remember the bonus code. And you can't see how high the free spin winnings were on the site either. I've now deactivated my account there because I don't allow myself to be offered anything like that.
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1 year ago
So you didn't have any active balance when you requested the account closure. Is that correct?
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1 year ago
Sadly, since you have wagered your winnings and closed your account, I’m afraid, there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
