The player from Germany had a balance of €3,000 and an open bet. After the verification of his account and a subsequent withdrawal request, the casino insisted on an additional video verification. This was sent and confirmed as received, but thereafter, there was no response from the casino, leading the player to feel his withdrawal process was being deliberately delayed. The player felt the casino was avoiding the payout. Despite our intervention and communication with the casino, the player decided to continue playing and depleted his balance before the verification process was completed. The player's account was eventually closed at his request. We concluded that the casino followed standard KYC procedures, and the delay in the verification process was within normal parameters. The player's decision to play over his balance and close his account prematurely resulted in the rejection of his complaint.
Cosmobet Casino - Player experiences withdrawal delay due to verification process.
Amount: €3,000
Cosmobet Casino
Safety Index:HighOther
REJECTED
Case summary
Hello dear Casino GURU Team,
Hello dear Cosmobet Team,
I have taken advantage of the Casino welcome bonus and have also wagered it.
I have adhered to all the rules and have also taken photos of everything! But so far, there have been no problems in this regard.
Now I still have a balance of €3000 and also some open bets. So, with some luck, it could increase even more.
I verified my account on 16.02.2024.
The uploaded documents were also verified on the same day.
Subsequently, I requested a withdrawal.
This was denied.
I received an email asking me to upload an additional video with my name, date, and ID. Also sent on 16.02.2024.
In the live chat, I was told that this verification would take up to 48 hours.
On 18.02.2024, I received an email from the KYC team confirming that the video has been received.
Since then, I haven't heard anything more.
I find this disappointing, it really looks like a tactic to delay everything until the player has gambled away all the winnings again.
I hope that the problem can be resolved with the help of Casino Guru.
If the verification problem can be resolved earlier, I will immediately notify it here!!!
Best regards, Simon
Dear SimonC,
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 casinos take KYC lightly and it might take a few working days to complete this thorough process.
- Have you been informed what specifically seems to be a problem in verifying your account?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Hello,
thanks for the quick reply!
No, unfortunately I was not informed about this.
All I received was a response that the video had been received for verification and should be reviewed.
Since the same ID was used as the previously accepted verification, that seems like a really long time to me.
Unfortunately, I didn't get an answer when I asked again.
A little addition: there are still some open bets left. As already mentioned above. The amount could vary slightly.
Only the verification is standing still 🙁
Thank you very much, SimonC, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 in the near future.
Thanks !
Unfortunately nothing has changed so far.
No response regarding verification yet!
Maybe you would like to think of something else to avoid paying out the money...
I'm really curious whether payouts are even possible in the casino 🙁
Dear SimonC,
I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Cosmobet Casino to join the conversation.
Dear Cosmobet Casino,
Could you kindly furnish us with details as to why the player's verification process has not finished yet?
Hello,
it's been dealt with.
First they lied to me, then stopped answering me, then said I wouldn't get the money.
Payouts were disabled until the end anyway.
All without justification.
The prime example of a rip-off casino!
Anyway, thanks CasinoGuru!
Dear SimonC,
I've managed to get in touch with a Cosmobet Casino representative. After examining your case, it has been discovered that, as part of the KYC process, you were asked to undergo a video verification call. However, instead of waiting and participating in this process, you chose to continue playing and ultimately depleted your balance.
Although I can understand that the KYC process can sometimes be frustrating, the casinos need to follow rules and regulations as well, so although I can empathize with you that the whole process can be done more user-friendly or quicker, it is a standard procedure that the casinos are entitled to. Sadly, you decided to play over your balance and requested to close your account before we could solve your complaint, and at this point, there is basically nothing that can be done anymore.
Feel free to let me know if I can assist you with anything else, but I'm afraid my ability to help with your complaint further is close to zero.
No, that's not correct.
I haven't been answered about the verification. And that over a long period of time.
I then asked in the live chat and it said "fraud". The fact that people here don't want to know anything about it anymore is proof enough for me that I would never have seen my money in this casino.
In addition, other reviews show that it sometimes took months.
Basically you are right, casino guru. Verification may take some time.
In some casinos, where lies and processes are repeated in a conspicuously negative way, you protect the casinos too much.
Or did Cosmobet tell you something about it?
The fact that the casino is now lying again is proof enough.
There are really good casinos.
But if you give a casino like Cosmobet a mediocre rating there will be many more players who will end up being ripped off and cheated!
Dear SimonC,
I was provided with evidence that on February 16, 2024, you were asked via email to send the verification video, and after you sent it, on February 18, 2024, you were informed via email, "Kindly wait for our team in regarding the verification results". Sadly, instead of waiting and participating in this process, you chose to continue playing and ultimately depleted your balance.
Again, I understand that the KYC process can sometimes be frustrating and lengthy, but you need to 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. I can agree with you that the casino team could have communicated the process much better, but it is nothing unusual that the process takes a bit of time, and any updates are provided only if there is any progress. The players are expected to be patient and cooperate during the process, but this was not in your case. Also, I have not received any information about the "fraud" you mentioned. There is supposedly no record of this in the live chat, but what is recorded are your rude expressions in the live chat. I can understand your frustration was great at that time, but rude behavior is not helping at all.
Again, I can empathize with you that the whole process can be done more user-friendly or quicker, but the process is an industry-standard that almost no casino takes lightly.
Feel free to let me know if I can assist you with anything else, but I'm afraid since you decided to play over your balance and requested to close your account before we could solve your complaint, I'm not able to do anything here.
And then I asked several times what the status was. They simply stopped answering me!
In the live chat I was simply told that they would get in touch with me in the next 2 days.
After another 4 days I asked again and was told I would get in touch the next day.
None of that happened.
As I said, this casino rips off customers wherever it can 🙁
And in a way that even you can no longer sugarcoat.
And again, you were only shown parts of the communication.
We're not getting anywhere here because the casino is trying to hide everything again.
This case can be easily made, I just hope other players are really protected from Cosmobet.
I really thank you Casino Guru. It's good that you exist!
Dear SimonC,
I understand that your user experience with this situation is far from ideal, however, as I have informed you previously since you decided to play over your balance and requested to close your account before we could help to solve your complaint there is unfortunately basically nothing that can be done anymore and we are forced to reject your complaint. Thank you for understanding.
To minimize similar disappointments in the future, I kindly advise you to check the reviews and ratings of each casino before signing up and only play in licensed well-rated casinos.
Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino, and we will try our best to help.
Best regards,
Michal
Casino Guru
