The player from Hamburg has requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings haven’t been received yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
Cosmo Casino - Player’s withdrawal has been delayed.
Amount: €335
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
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
I've been playing registered at Cosmos Casino since 2017 and everything worked fine until today.
But now I wanted to have my winnings of 335 euros paid out and the trouble started. All documents have been sent and confirmed. Sent several emails with no response. Chat only went on the cell phone was forwarded to the service employee (Nue English) who wanted to check my account but nothing came.
Deposit and withdrawals via bank account, account proof, ID, electricity bill everything available.
Nothing until today
Automatic translation:
Public
Public
2 years ago
Dear Loretta15477,
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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2 years ago
Translation
Yes, but I've been waiting for so long, I'm a loyal customer. Deposits are also quick and easy. I think this is a tactic used by the casino. I had no problems before, money was in my account within 5 days. Now they don't even reply to emails. I find it strange that it might be a fake site.
No logo to see, no impresso, etc.
Well I'll just wait another 20 days.
Here https://cosmors3.gameassists.co.uk
Loretta
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Public
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2 years ago
Translation
No, I have not received a payout.> When I signed up at Cosmos Casino, the payout of 335 euros is still available. No receipt on my bank account
Automatic translation:
Public
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2 years ago
Translation
I wrote to the Cosmos Casino chat again and sent an email to this address
payments@casinorewards.com
And today you get an answer that the profit will be paid out and then 6
It takes 10 days until I receive it, that's a positive thing. I hope that works and then I could end my complaint.
Automatic translation:
Public
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2 years ago
Translation
Got a payout today, everything finally worked after multiple emails, chats, etc.
I was happy that cosmos casino was still insightful and paid out.
You can close my complaint.
With friendly greetings
Loretta
Automatic translation:
Public
Public
2 years ago
Dear Loretta15477,
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
