The player from Alberta faced repeated requests for KYC documentation despite having submitted it multiple times in various formats. Although his account status indicated he was verified, his withdrawal of $500 was canceled without explanation, leaving $2000 in his account. Communication with customer support led to no resolution, intensifying his frustration. The issue was resolved when the player confirmed that he had been paid, leading to the closure of the complaint by the Complaints Team.
CosmicSlot Casino - Player's withdrawal is delayed due to KYC issues.
Amount: Can$2,500
CosmicSlot Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.5
CosmicSlot Casino has a Safety Index of 8.5, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 hour ago
Public
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12 hours ago
They keep requesting same document for KYC after producing it multiple times and in different ways screen shot printed paper photo PDF they just won't accept it and proceed with my withdraw (500$) leaving 2000$ in my account they even canceled my withdrawal with no reasoning why.when i look in my profile section it clearly stated IM VERIFIED CONGRATULATIONS...I've msgd chat support and they tell me to email finance department....and doing so I get no reply...only.response I get is the same email asking for the same document and I actively test casinos regularly and most have no problem accepting my KYC others a little time consuming but Cosmicslots is extremely difficult. I've told them I wanted to be able to leave a wicked review and continue depositing in future and recommend them to people but at this rate I'm extremely frustrated since it's a decent size win for me $2500
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3 hours ago
Dear msheeler86,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
- Could you please advise which documents you have already provided and when exactly you sent the last one?
- Have you provided all the required documents as soon as possible and in the correct format?
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,
Kristina
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1 hour ago
Dear msheeler86,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Kristina
Casino.Guru
