The player complains about overal casino experience with the casino support and verification. The complaint was rejected as the player stopped responding.
CosmicSlot Casino - The player complains about overal casino experience.
Amount: €200
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
2 years ago
Public
Public
3 years ago
Translation
One of the worst casinos on the web by far. Sure the game selection is good, the website, well okay. Everything else is really bad! I accidentally canceled a withdrawal, was credited as a bonus and could no longer withdraw it. Fortunately, I then met the extremely questionable conditions and paid out € 200. Wanted a number of documents from me, all submitted. Including a selfie with ID in hand and the website should be visible in the background, which is not described in the terms and conditions. Absolute arbitrariness what this casino operates and obviously, they do not adhere to the requirements as described in the terms and conditions and invent any new requirements just to postpone a payout. I canceled the payout and gambled away, that's okay, that's not my point at all. My only concern here is that this casino, with its delaying policy and any utopian requirements, is delaying a payout of € 200 after it has received several € 100 from me. That's just not fair - should the license be revoked, this casino should be banned!
Automatic translation:
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3 years ago
Dear FroieinWunder,
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. Is your account verified in the casino? Unfortunately, the verification in every casino is mandatory and differs in every one of them. Asking for selfie with ID and so on in very common and all I can recommend is to just follow the casino's requests.
In case you have already gambled away your balance, there isn't really anything we can do for you regarding this specific issue.
Is there anything else we can assist you with? Thank you in advance for your reply.
Best regards,
Nick
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3 years ago
Translation
Hello, I was not verified and still am not. I have submitted a lot of documents, including those that you have not requested, so that you can see that I am the person who owns the Komto. I also submitted a selfie. But since I was supposed to put myself, my ID and the website in a picture in the background and had to take the picture myself with my normal mobile phone, this was not recognized, allegedly the quality is not good. I only have a cell phone and no professional camera. And as mentioned, it is very difficult to get everything in one picture and then shoot it with outstanding quality. I don't care about the canceled withdrawal just wanted to mention it because that's exactly what this casino wanted to achieve with its delay policy.
Automatic translation:
Public
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3 years ago
Dear FroieinWunder,
I know it may seem unfair to do all the things just to verify your account but unfortunately, until you do not follow the casino's instructions, there isn't much we can do as well. Do you have any other options to make the requested photo? Or is there any other way the casino would allow you to verify your account?
