The player from Germany had a negative experience in the casino and requests a refund of her deposits.
Cosmo Casino - Player's requesting a refund on her deposits.
Amount: €8,000
Cosmo Casino
Safety Index:HighSafety Index
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Case closed
Our verdict
Other
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Hello,
I had my account reopened at CosmoCasino in October 2022 because I thought the casino was great at the time. Unfortunately, that is no longer the case.
I made a deposit and received a bonus even though I didn't want to. Well, that was just the way it was. When I declined the other bonuses, the dilemma started. I lost the money with every slot, I thought it will come. Unfortunately, success did not come. With the sum of 5000€ that I had already paid in, I decided to ask what's going on and I didn't win anything. The friendly man in the chat encouraged me to keep trying and I'm sure I'll win a jackpot. I asked him if he tells everyone so that the game continues. And that it's not OK for me, if you take bonuses you win, if you don't take them you lose everything. He didn't give me an answer, just meant me should take a bonus. Well, I allowed myself to be persuaded and accepted the bonuses. You there, I won a small sum of €800 and when I put up €600 to withdraw I lost the rest straight away and it went on like this all the time. It was never paid out because I got some of the money in small steps. Inside I waited a few days to see if it would be paid out, but unfortunately the payout was delayed for several days before I withdrew the money. This was repeated many times. Then in I won €2000 and thought to pay out €1600 and keep playing with €400, this time it won't be that easy to lose the money. Wrong thought, in no time the 400€ were gone, a few euros won and it became less and less. Of the 1600€ I got 300€ so as not to have to deposit, as with the other payout. According to Casino Info, the payout should take place in 4 days, after 5 days the money was still there and when I checked in the evening on the same day, there were €1000 more on my gaming account and €1000 less in the payout loop. I have the 1000 € given back for payment and after another 4 days all the money was still there. Complaints directly to the support were not answered. So money down and in no time the money was gone. A few weeks ago I won something again, it was the same game. In the meantime I've paid in around €8,000 and I just want it back. There were no replies to my complaint emails, not even when I found out that I'm not actually allowed to play at CosmoCasino because I'm from Baden-Württemberg and the CosmoCasino page you displayed says: The players from Baden-Württemberg are not be accepted. I also complained because the wrong bank name of my bank was listed on Sofortüberweisung and the bank's logo is an Austrian logo and is not one of the German Raiffeisen banks. Then just contact Sofort and they only responded with they need this and that and that, but the actual question was never answered, questions were not answered.
This morning I had my account closed at CosmoCasino for the reason that things are not going well there. Something also went wrong with the slots. If you won more than usual the slots would start stuttering on spins, or just keep running, or just quit completely with the error message: Couldn't connect, it was always when you had a winning run, some sum was added won this happened when you logged back into the game to continue playing only lost. One of the CosmoCasino chat told me that he had heard this before but decided it wasn't true and then the chat ended. I hope you can help me.
They'll say it's my own fault, it's just a gamble. That's true too, but that wouldn't have happened with regular rules and since players from Baden Württemberg aren't allowed to play anyway, I'd still have my money today.
Best regards
Angelica *****
Edited by a Casino Guru admin
Automatic translation:
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1 year ago
Dear mo-bbsy1,
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 better understand your situation.
Do I understand correctly you asked your account to be closed? Was there any withdrawable balance left on your account?
Looking forward to hearing from you.
Best regards,
Tomas
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1 year ago
Translation
Yes, I had the account closed out of anger, that was definitely a mistake. When I wrote to the lady in the chat that there were these problems that I wrote to you and I want to close my account, she offered me countless bonuses and assured me there is definitely one where I can win big and it would be worth it. When I declined all this, even more bonuses were added to the offer, including winning diamonds. When I declined that too, the only answer I got was, very briefly: We have closed your account forever and it would no longer be possible to open the account. That's it.
There will probably be nothing more to do, because I was too hasty again
Kind regards
Angelica
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1 year ago
Dear mo-bbsy1, I understand your frustration with the casino's service.
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.
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. Nevertheless, it doesn’t seem that this is the case here.
Since you have played your winnings and assuming there was no balance left on your account upon account closure, I’m afraid, there is not much we can do for you. Please understand, we believe the player is the only one responsible for their account, active balance, and all the bets taking place and we won't be able to assist you with your request for a refund from the casino. For future reference, please contact us as soon as the issue evolves so we can intervene before it's too late.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
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1 year ago
Translation
Hello Thomas,
that is really a shame. I actually wanted to have my account reopened at Tiger Casino, but the lady in the chat told me that I was not allowed to use this casino, but that I could also have my account opened at CosmoCasino, where I was allowed to play. I wasn't sure about that either, since it's the same operator and the same management that I first found out at Guru. My payouts were not paid out by the casino and were delayed again and again, complaints were pointless. Of course I know that I am responsible for my own actions, but the practices that are transacted at CosmoCasino are unacceptable and unacceptable to me. This is pure rip-off. The claim that 97.7% of the money paid in is paid out again is not true. probably only if someone has already deposited a higher 5-digit or 6-digit amount, but small players like me have absolutely no chance of making any profits that are only approximately as high as the amounts deposited and if then, for reassurance, but sometimes what is won, it is not paid out and delayed forever. And this isn't just an isolated incident. There are dozens of people who have had the same experience as me. That I might still get one on the cover from the tax office can easily be possible because my tax advisor has already pointed this out to me. This is also one of the reasons I had my account closed.
Best regards
Angelica
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1 year ago
Thank you for your comments, mo-bbsy1.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.
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