Cosmo Casino - Player’s withdrawal was delayed.

Ich warte seit dem 18.Oktober 2022 auf eine Gewinnauszahlung in Höhe von 100 Euro.

Bis heute ist der Betrag noch nicht auf meinem Konto eingegangen

wenn ich den Livechat betätige um nachzufragen wo mein Geld bleibt funktioniert nichts

E-Mails werden nur schleppend beantwortet und auch nur in Englisch

mir wurde eine E-Mail beantwortet die besagt das sie damit nichts zu tun haben.

Also wo ist mein Geld?

Mittlerweile akzeptieren sie sogar keine Spieler mehr aus Baden -Würrtemberg woran das wohl liegt und ich besuchte das Casino Jahrelang.

Dear kastrati1961,

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 can understand the whole situation completely. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Nein ich habe noch nie eine Auszahlung getätigt bis auf die eine von 100 Euro es waren sogar 150 Euro

50 Euro lies ich zurück buchen.

Einen Tag später loggte ich mich ins Casino ein da stand Auszahlung 100 Euro am 18.10.2022

Nun komme ich nicht mehr ins Casino rein also ich kann mich nicht mehr einloggen

mit der Begründung Spieler aus Baden-Würrtemberg werden nicht mehr akzeptiert.

Übrigens gibt es da keine Spielernamen sondern eine Nummer die ich ihnen hier hinterlege

HCORM0058965219 und ich war VIP Spieler

Vielen Dank

G*** Heike

Thank you very much for your reply, kastrati1961. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Ich habe keine Nachrichten Von Cosmo Casino

Thank you very much kastrati1961 for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi kastrati1961,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Cosmo Casino to the conversation to participate in the resolution of this complaint.

Vielen Dank

Hi there

I can see that 100 EUR was transferred to your skrill account on 18th October. It was not rejected, however the email address you entered into your casino account is bouncing so there is no way for the casino to send you any information. Please contact casino live chat to gain access to your account and get the transaction number of your withdrawal so you can locate it inside your skrill account.

I'm sorry I cannot provide information to an email address that is not on the account for security reasons.

You will need to email support@crhelpdesk.com

O.K ich sende die E-Mail an Support

ich habe mich mit der hinterlegten E-Mail Adresse ins Cosmo Casino eingeloggt

da stand Konto gesperrt jetzt müsst ihr euch was einfallen lassen das ich meine 100 Euro erhalte

Danke

G**-K****** Heike

The casino must return funds to a method that was used to deposit, and it is your responsibility to choose your PMOP when you make a withdrawal. You used skrill to deposit some time ago, and your deposit was returned to that skrill account because it is the default PMOP if you do not choose a different one. I can only see part of the email that is on the skrill account and it is almost the same as the email on your casino account, however i am not able to post it here. At the time your withdrawal was sent, german players were still able to receive withdrawals via skrill. Unfortunately since we no longer have that ability, there doesn't seem to be anything i can do.

I can see 2 emails you've sent in the last 2 days where you have made a sarcastic comment then said you are still waiting for your 100 EUR. Then the next email just says "this is my email address" with an address that is not linked to your account. All emails you've sent since the withdrawal have been the same, and from an email address noone would be able to link to your account.

There is no account number and you're emailing from an email that is not linked to your account. Unfortunately our support staff are highly understaffed, they are not mind readers nor do they have access to these complaints, so you need to give them information to find your account, and tell them what the issue is.

Please send an email with your account number, from the email address on your casino account, stating that you have not received your withdrawal and would like a confirmation number or more information. You can send this to payments@casinorewards.com

Unfortunately since you have different details here compared to your casino account I cannot post anything here that would make me break security rules.

The withdrawal was sent to the method on your account. The casino has satisfied their obligations.

Ich habe aber keine Auszahlung von Ihnen auf meinem Konto

ich habe immer sofort überwiesen und ich habe auch geschrieben das es die E-Mail die im Konto

erscheint nicht mehr gibt.

es gibt nur noch die neue E-Mail

Ich werde die neue E-Mail an  payments@casinorewards.comsenden mit meinen Kontodaten

und hoffe das der Ausstehende Betrag dann auf mein Konto überwiesen wird

Danke

G**-K******* Heike

Great! Let us know how it goes.

Wie wie es geht?

Hello Heike,

Has there been any news?

Nein ich habe eine E-Mail an payments@casinorewards.com gesendet mit meiner Bankverbindung

habe aber bis heute noch keine Antwort erhalten

und ich kann mich auch nicht mehr einloggen in dem Casino.

Danke

Gut-Kastrati Heike

You did not include the information I mentioned above. Your email is so generic they will have no idea why you emailed them.

As I mentioned above, please send an email with your *casino account number*, from the *email address on your casino account*, stating that you have not received your withdrawal and would like a confirmation number or more information. 

If you don't do this, noone can help.

Hi Heike,

Please follow the casino's instructions so that we can make some progress.

You need to write that in the email to the payments team with the other information i mentioned above.

Danke schön

Hi Heike,

Has there been any news?

Nein ich habe keine Neuigkeiten habe Cosmo Casino meine Loggin Daten per E-Mail gesendet

und warte auch noch auf Antwort

Dear Cosmo Casino team,

Could you please update us on the situation here?

Unfortunately I am currently OOO until 15th. I will see what I can find out but I have very limited internet access where I am.

It would be great if we could make some progress here but if there's no other choice, we will wait until then. Looking forward to hearing from you.

Ich habe alle Informationen an Payment Cosmo Casino per E-Mail geschickt

so langsam bin ich am zweifeln ob ich mein Geld überhaupt noch bekomme

was ist so schwer daran das Geld auf mein Bankkonto zu überweisen.

Hallo Peter ich habe die 100 Euro erhalten

und danke euch herzlichst für eure Hilfe

Schöne Weihnacht

Bitte löschen sie meinen Account

Heike G****************

Thank you Heike for the update. I wish you a merry Christmas too.

I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. As per your request, your account will be anonymized. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter