HomeComplaintsCosmo Casino - Player would like to withdraw his winnings.

Cosmo Casino - Player would like to withdraw his winnings.

Amount: €68

Cosmo Casino
Safety Index:Below average
Submitted: 10 Nov 2019 | Case closed : 28 Nov 2019
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

4 years ago

The player from Ireland wishes to make a partial withdrawal. We rejected the complaint because the player didn't respond to our messages and questions.

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4 years ago

I won 68 euros and want to draw same

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4 years ago

Dear Frank,

Thank you very much for submitting your enquiry through our website. If you wish to place your first withdrawal, you will need to complete a verification process, also known as KYC. This is what I found in T&Cs of Cosmo Casino (https://www.cosmocasino.com/en/terms/)

"Authorisation Procedure

i. Cosmo Casino reserves the right to ask Players for verification documents following deposits and/or prior to executing a withdrawal. Should it be deemed necessary the casino may also require these documents to be certified by a registered Notary. This includes, but is not limited to:

a. a copy of the card in question showing the card holder name, or evidence of the deposit method used (if applicable)

b. a copy of photographic identification documents; such as a Passport, Driver’s License or government-issued identity card

c. documents confirming residence, such as a bank statement or utility bill, no older than 3 months

ii. Funds must be withdrawn with the same method used for depositing, up to the amount of the deposit. Please note that an Account Holder's withdrawal may experience a slight delay due to our identity verification process."

I recommend you request a withdrawal and then in order to verify your account you will be asked to send all the required documents. Please bear in mind, that if you were playing with a bonus and didn’t finish the wagering requirements, you won’t be able to request a withdrawal.

Please let me know, how it went. I wish you best of luck Frank and await you reply.

Best regards,

Petronela

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4 years ago

Dear Frank,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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4 years ago

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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