The player from Germany was informed that his country was no longer accepted. Since then he has not been able to communicate with the casino. We rejected this complaint because the player lost all his deposits and the casino didn't confiscate any funds or winnings because the player was from a restricted country.
Cosmo Casino - Player has not been able to contact the casino.
Amount: €5,000
Cosmo Casino
Safety Index:Below averageSafety 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.
6.4
Cosmo Casino has a Safety Index of 6.4, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Dear Community,
in the Cosmo Casino it was said that German players were no longer allowed to play. No wonder with their payout ratio.
I then sent several emails to customer service on 03/11/22 and have not yet received an answer. I've been on live chat at least 30 times to ask why my emails are being ignored. It was always be patient, after 7 weeks still no answer. That shows me how dubious the casino is.
Automatic translation:
Public
Public
2 years ago
Dear Adnan,
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.
- When were you informed about this?
- How has this information affected your account? Was it close or do you still have access to it?
- Do I understand correctly that you have €5,000 (dispute amount) in your account?
Please, forward any relevant communication between you and the casino to kristina.s@casino.guru, if there is any. Alternatively, you can post it here.
Looking forward to hearing from you.
Best regards,
Kristina
Public
Public
2 years ago
Translation
Hello Kristina,
I was never informed of this. But I found out. That means to me that it was illegal for you to accept payments from me. That's why I want to ask for the money back, because ultimately it's not legal. That's probably why I'm constantly ignored and don't get an answer because they know that you made a mistake.
I hereby give the casino the last chance to send all my bets back to me. It's probably well over 5000€ but unfortunately I can't see my entire transaction history there.
I hope you can help me.
Thank you
Automatic translation:
Public
Public
2 years ago
Translation
As your site already shows, no players from Baden-Württemberg are accepted, which of course I didn't know beforehand. They screwed up and therefore ignore me.
Automatic translation:
Public
Public
2 years ago
Thank you very much for your reply, Adnan. Do I understand correctly that you have lost all the money you deposited? Could you please advise how much money is currently in your casino account?
Public
Public
2 years ago
Translation
yes unfortunately everything was lost. But what happened there is still illegal.
and the answers don't because you know that for sure.
Automatic translation:
Public
Public
2 years ago
I apologize, but we accept the situation when the casino allows players from restricted countries to open an account as long as they don’t use this as an opportunity to later cancel the player’s legitimate winnings. Simply said – if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well. And if such player lost their deposits, they are not entitled to a refund.
Therefore, I would like to emphasize, that we investigate further and help only those players, whose funds (or winnings) have been confiscated due to being from a restricted country. Since this is not the case here, I am afraid that there is not much more we could do here.
We share more information regarding this topic in our Fair Gambling Codex.
Please, if there is anything else, we could help you with, do not hesitate to contact us, otherwise, we will reject this complaint. Thank you for understanding.
Public
Public
2 years ago
Please note that we don't contact casinos just to ask them to reply to players from complaints that we have decided to reject. I am sorry, but we are not able to help you further in this case.
Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
