The player from Germany made a deposit, but then his account was closed due to multiple account accusations. We ended up rejecting the complaint because it was not justified.
Cosmo Casino - Player’s account has been closed.
Amount: €25
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
Closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 years ago
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4 years ago
Translation
After my deposit, the account at Cosmo Casino was closed. Even after about two weeks of contact, the casino made no efforts to clarify the situation. I accuse the casinos of systematic fraud.
Automatic translation:
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4 years ago
Dear Andreas,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I would like to know if this was your first deposit and if it was returned to your bank account.
Also, could you please send me any relevant communication between you and the casino? My email address is kristina.s@casino.guru (or you can post it here).
I hope, we will be help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
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4 years ago
Translation
Supposedly I have two accounts at Cosmo Casino, which is not the case. I wrote to the casino several times over a period of about 2 weeks via chat and email, whereupon I received the answer several times using identical text modules that the "risk management" would take care of clarifying the matter shortly. To date, no clarification has been made. I did not receive anything in return for my demonstrable deposit, which is a fraudulent act for me. There are no problems with a deposit in any online casino, but all the more so if you, as a customer, are entitled to a consideration that the Cosmo Casino obviously does not only refuse in my case. How the casino can get a "perfect reputation" is beyond me.
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4 years ago
Thank you very much Andreas for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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4 years ago
Hi Andreas,
I looked at your case and understand your situation. I will contact the casino and see what can be done.
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4 years ago
We would like to ask the Cosmo Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.
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4 years ago
Translation
Hi casino guru
The player has been advised by support that he will need to contact risk management regarding the duplicate accounts.
The player sent the following email to our risk management department on 15th May:
When do you intend to answer obnoxious bastards and mine
To withdraw money ???
Our risk management replied on 19th May with the following email:
Hello *******,
We do not understand your email ,.
Please clearly state your query.
Kind regards,
Boris
Risk management
Casino rewards
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Hi *******,
We do not understand your email.
Please state your request clearly.
Sincerely yours,
Boris
Risk management
The player never replied to the email, instead contacted support again a further 103 times within the next 15 minutes with the following content:
Now I understand why I can't get my money. Your numerous
negative reviews on the internet say everything about your fraud shop,
that you should burn down. The value of a Mafia MGA license
becomes clear to you !! You should be slaughtered like pigs !!
The player can contact the risk management department and request the details of all accounts they have opened at Cosmo Casino and they will be sent to him. I have given the German speaking members of the team a heads up so they can reply to any further emails. However if the player uses such language they may expect not to receive a reply.
If the player is not happy with this solution they may contact ecogra.
Cheers
Casino Rep
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4 years ago
Translation
I've had enough of this dirty business and its questionable reviews, which the casinos will certainly reward accordingly. I expect you to close the case immediately and I wish you always a full cash register from the systematic losses of the players.
Since every casino claims that the games are not manipulated, I recommend these videos to them.
In the beginning of the first video, watch out for the croupier at blackjack and later on the "lady" or "third hand" at blackjack. The lady is an anatomical wonder! No manipulation ?!
https://www.youtube.com/watch?v=7tR_Seo9q14
In the second video the so-called "random generator" (RNG) is described, which determines everything, but certainly not a coincidence!
https://www.youtube.com/watch?v=Njf1QJ5oeLs
If I want to pursue a game of chance, then only in a local casino that is monitored daily by the supervisory authority and the tax office and would be closed immediately if it were manipulated like in any online casino that would not soon be with your fair play there would be more!
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4 years ago
Hi Andreas,
If you wrote such a message to the casino's risk management team, there is no wonder you didn't receive a reply you were expecting. I recommend you contact the risk management and properly ask for an explanation. You can forward this to me after (peter.m@casino.guru).
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4 years ago
Translation
Every second for these manipulative and tax evaders is a waste of time!
Since you also do not go into the manipulations clearly recognizable in the videos, I am not surprised how their ratings come about! The online casino bet365 appears in the list of their ratings with a "perfect reputation": the casino is closed. Certainly because it is so "perfect"! What stupidity!
https://casinoplusbonus.com/bet365-schliesst-online-casino-in-deutschland-2981/
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4 years ago
Andreas, it seems like you are concentrating your focus more on speaking ill of the casino than solving the issue. If you don't cooperate, I'm afraid, I will have to reject your complaint. If you decide to contact the risk management team and forward the replies, let me know by email. I wish I could be of more help.
Best regards,
Peter
