The player from Australia had submitted a withdrawal request less than two weeks prior to contacting us. Winnings hadn't been obtained up to that day. Despite the casino's claim of a completed transaction, the player had expressed frustration over the delayed payment, citing false advertising and unprofessional behavior. However, the issue was eventually resolved as the player confirmed receipt of her winnings. We had subsequently marked the complaint as resolved.
CosmicSlot Casino - Withdrawal of player's winnings has been delayed.
Amount: A$650
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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7 months ago
I requested cash out on the 27th and after completing verification got an email on the 29th stating my cash out was completed. 4 days later there is still nothing in my bank. I rang my bank and they said funds are available immediately after the transfer is made. I went on chat on 31st and he said he'll forward the information and payment had NOT yet been made. I went back on chat again today for an update and she said Easter may have caused delays and my cash out was in the processing stage. I got an email 4 days ago saying it was completed and the transaction history on my account also says completed. So why lie and say it's done days ago when they clearly haven't done anything except blow wind up my arse???
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7 months ago
Dear Smurfin123,
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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7 months ago
I've completed all verification and cash out was not only approved but they sent email saying completed. Bank transfer is instant according to my bank.
I don't appreciate being lied to by a casino. Their site boasts speedy withdrawals, hence me choosing to deposit there. They tell me one thing yet the information is completely false and they haven't kept up their end of the deal and lied about it! It's unprofessional and simply unacceptable. False advertising to suck you in then make you wait a ridiculous amount of time. Some other casinos have cash out done and dusted within the hour! I'll be playing at the other casinos from now on cos Cosmic blows!!
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7 months ago
Dear Smurfin123,
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
