Cosmo Casino - Player’s withdrawal has been delayed.

Dear Guru

Trying to withdraw Winnings numerous times , it gets shown as successful withdrawals then wait 2 business days and it ends up back onto site .

It first started on the 3 rd of Feb 23 as Euro150 withdrawal which they returned 2 x to the website .

Then I added my bonus points and played and it reached Euro300 , so I played till Euro 250 and withdrew .

So waited 3 x and it gets returned to the website each time .

Hope you can help .

Dear kreefkreefie,

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

Dear Kristina ,

Its shown on the website as successful withdrawals , but 2 business days later it ends up back onto the website

and an email follows that the withdrawal cannot be processed and has been returned .

Dear Carl,

Unfortunately, we were unable to process your recent withdrawal to your nominated payment account/payment method, so the funds have been returned to your casino account:

Your Payments:

AccountCurrencyAmount PaidTypeDelivery TimeHCORM0048508329EUR250.00Casino AccountPlease contact us for further informationThe reason for this may be due to invalid account details provided and/or as a result of current limitations with our payment processor.

We sincerely apologise for any inconvenience this may cause you and in the interest of providing you full visibility and access to your funds, we have returned them to your casino account balance. You are free to re-request your withdrawal, taking special care when entering your details or by choosing a different withdrawal method/account.

Alternatively, you can speak to one of our friendly customer service team members for further information concerning your recent withdrawal attempt.

Best Regards,

Casino Rewards

E-mail: Support@CRHelpDesk.com

Dear Kristina ,

I have asked them what the reason may be for the unsuccessful withdrawal , no reply , because there isnt any ,

2 years ago was the last successful withdrawal with the same details . That withdrawal has been paid back 4 times

already , thats why I cannot understand this small withdrawal as being a problem too . They still way up .

Regards Carl .

Dear Kristina ,

Cosmo casino has returned the winnings back to their website , do I continue to withdraw ?

Its happened before , they want me to play it all back , but after being so far down , I want the Win .

Dear Kristina ,

Cosmo has suggested 2 days ago to use e wallet payment method for withdrawal , So I tried Net teller .

Hopefully its successful .. So sad that my withdrawal page on their website is showing so many successful withdrawals and it will be hard to win again .

Will let you know the outcome .

Regards Carl .

Thank you for your replies, kreefkreefie. I will keep this complaint open until your confirmation regarding successful withdrawal. Please, keep us posted about any further developments.

Dear Kristina ,

Cosmo has paid the win to Netteller and I have received the Funds .

Thanks for your standby .

Dear kreefkreefie,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Kristina ,

Cosmo has paid the win to Netteller and I have received the Funds .

Thanks for your standby .

Edited

Dear kreefkreefie,

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