Cosmo Casino - Player’s withdrawal delayed and support chat unavailable.

A couple of weeks back, in may i did a withdrawal of 3000 euro. They paid after I uploaded additional documents.

Now on the 11th of june I did a withdrawal of 16016.37 Euro.

But now they want yet other information, that doesn't make any sense. I tried to contact customer service chat. But the chat doesn't work any more.

Can you please help me get my money?

Dear Arievh,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

From the casino's terms and conditions: https://www.cosmocasino.com/en/terms/

14. Payment and Winnings

j. Cosmo Casino reserves the right to perform Player’s identity, source-of-funds, financial account, and other background due diligence checks and may require documentation and information from the Player to do this.

If you haven't provided the casino with the requested documents, I would recommend and encourage you to do so without delay. Please let us know about the result. If you encounter any issues, and the casino won't be able to assist you please let us know and we'll investigate and try to assist.

Thank you very much in advance for your reply.

Best regards,

Tomas

Thank you for the acceptance of my complaint.

The chat now works again, I don't know why it didn't.

I've uploaded a bank statement (only one page with my name, my balance , income and outcome).

I blurred out private names and bankaccount numbers of the people who have send me money (paid for a purchase). As in the Netherlands the privacy law is very strict and I'm not allowed to provide bank information from others. Cosmo Casino rejected the document. So I contacted support for clarification and they told me that I can not blur stuff on the document.

The other things I am not allowed to send for example on my tax refund document it says on the top "Do Not Send This"(but in Dutch, so something like that). This is strictly forbidden. And it's also from last year, so its way to old plus I was on welfare last year

I am self employed, so I don't have a employment payslip. So the only thing I can upload is the bankstatement, but they don't accept it. It's really frustrating because it now feels like they think I'm a criminal or something. In the Netherlands they are VERY strict with transfers they keep a close eye to suspicious transactions and your account would be closed or "frozen" immediately plus you'll be send to jail.

This issue kept me awake all night, so just before this complaint was accepted I decided to uploaded the unblurred version of the bank statement, so now I broke the law by providing bank account information about others that are not me =( . I've never broken the law so this feels really really bad. But I didn't know what to do and I was really looking forward to the money because I could take some days of from working (the winnings would kinda pay for my days off in a sense).

I don't know how much they want to know and if 1 page it's enough, I mean the bank statement of month is like 60 somewhat pages (kinda excessive).

I forgot to mention that on the first upload that was rejected, I only blurred out the name and bankaccount numbers of the people who paid me, so the date, amount and description were still visible. And it was very clear why they paid x amount because that's in the description of the payment.

They should accept that I have to obey the law of my country, they accepted me as a player (years back, been a player for many years at Cosmo Casino).

I've checked on Google why a Casino would do this KYC and I've read it was about suspicious and or money laundering stuff.. I've checked how much money I've put into my Casino account and in the last few months it was 4500something euro's. So nothing suspicious or excessive.

Regards,

Arie

Edited the previous respons, to put some additional information

I've checked the Australian KYC process and I complied.

What are KYC checks?

Know Your Customer (KYC) procedures are a necessary part of anti-money laundering (AML) and counter-terrrorism financing (CTF) compliance.

Australian regulations require qualifying organisations to verify the customer’s identity before providing services to them. In other words, you must ensure that your customers are who they claim to be.

Customers are required to provide credentials such as personally identifiable information (PII) and some form of an identity document.

The company must also document the identification procedures they use for different types of customers. These procedures must be based on the level of money laundering and terrorism financing risk of different customers and can include:

ID card verification

face verification

document verification such as utility bills as proof of address

biometric verification.

I already uploaded my ID card and document verification such as my healthcare bill, when I did the withdrawal of 3000 Euro. That was all approved.

So the KYC was already fulfilled.

Why are they extending the KYC just AFTER I did the withdrawal. I also read that online casinos in Australia need to do the check before or within 24 hours after opening an account.

Early today they also send me an email "Proof of income required". So I guess that's not KYC, am I right? It's kinda weird they ask for this after I did the withdrawal and they did not when I deposit money in my account. It doesn't make any sense to me why they want proof of income when I do a withdrawal. It would make a lot more sense when they would've done that before deposits.

Maybe I'm just ignorant because this never happened to me in the 20 years I visit online casinos .

They never released the money it stayed in waiting or something (can't remember how they call that 48 hour waiting time).

So after 5 or 6 days waiting I just played with that whole amount to zero. Sucks hard...I think they wanted me to zero it. So I'm not happy with the result..

Thanks for your reply and updates.

Sadly, since you have played your winnings, I’m afraid there is not much we can do for you. Please understand, that the player is the only one responsible for their account, active balance, and all the bets taking place.

Source of funds documentation is something you might be asked to provide in any online casino during the verification process, not only in this casino. Usually, it's done after a certain threshold of deposits or withdrawals is processed.

It might make more sense to deposit using your personal account, and we wouldn't recommend using a business account to prevent similar issues and concerns you encounter with this casino.

Please let me know if there is anything else we might assist you with, otherwise your complaint will be closed.

They accepted my documents, but they just never "released" the withdrawal. 48 hours is 2 days and that was way overdue with 5-6 days. Of course this is on purpose in the hopes the player will play the balance to zero.

Thanks, no further assistance needed.

Dear Arievh,

Due to the aforementioned reasons, this complaint will now be closed. 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.