Cosmobet Casino - Player is facing account closure and exclusion issues.

Hello,

I requested a exlcusion forever at cosmobet.com because of gambling addiction several times at the site and also at the partnered casinos. Also I requested setting limits which was rejected. THis requests are visisble in my attatchements. 

Cosmobet refused my complaint and also I cant send them emails anymore. Chat agent leaved the chat as I told him about it. 

I told them several times that I want a exclusion forever for the reason of gambling addiction.

I also did send a exclusion request to the email support@cosmobet.email on  17.12.2023 (Screenshot called "1"). The email adress is shown when you google it. (Screenshot called research)

Cosmobet mentions on Screenshot called "cosmobet1" that the email adress doesnt exist. This is wrong.

As can be seen above, this email address was in fact included on the Cosmobet site. If the operator has changed their support address subsequently, the responsibility would be on them to manage the old mailbox and ensure it redirected appropriately.

I request a refund for my deposits at cosmobet and the other Santenda International B.V. partnered casinos. 

Best regards

Please keep the screenshots privatre

Dear Gambler33,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Cosmobet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Where did you find the information regarding the email address of the casino support?
• When did the casino close your casino account?
• When did you make the deposits to the casino you wish refunded?

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,

Tomas

Hello,

I did find the email on the contact us site on the website in the past.

The Casino did close my account after the complaint. Other Accounts on Santenda B.V. are still open.

The deposits where done in a time frame of months/ weeks after my closure request.

Best regards

Thanks for your reply.

Have you contacted the casino via live chat regarding the self-exclusion of your Cosmobet account after your request wasn't followed up on? What response have you received?

When have you contacted the casino via support@cosmobet.com regarding the self-exclusion of your account?

Regarding your other accounts in online casinos, I would recommend you contact each online casino where you have an open account and request a self-exclusion, as the self-exclusion might not be applicable to associated brands.

I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool 

This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Hello,

yes I think I also contacted the chat again for exclusion. But I dont have any transcripts anymore about it to show/proof. But also as I stated before a chat agent just leaved the chat as I told them about my issue of sending mails.

They closed my account after I told them that my account wasnt closed. That was on 04.08.2024. I will use the tool thanks. I think the casino could also check the other websites of there brand in my case. So the reputation of the other sites wouldnt fall so high to. Otherwise I will raise further complaints.

I hope you can help me with my refund request.

Thanks for your reply.

Please allow me some extra time to discuss the circumstances of your case internally. We'll give you our conclusion on Tuesday at the latest.

I apologize for the inconvenience.

I apologize for the delayed response.

In your responses to the casino you wrote on August 4th:

Could you please clarify whether the requests went to the email the casino displayed on its website at the time?

Could you please share these screenshots with me to my email at tomas@casino.guru?

I'll await your reply.

Hello,

the old messages have been send to the email listed back then. (cosmobet.email)

The email which is shown on the screenshot has been send to the email support@cosmobet.com. I will share my communication with you. I also dont understand why the casino says that the old email comsobet.email never existed if it did.

Best regards

Thanks for your emails.

I am sorry but the screenshots seem to be unrelated to this particular casino, or to an email related to promotions which might not have reached the correct department.

From our point of view, after internal debate, we concluded your effort to exclude from the casino wasn't sufficient to warrant player protection based on the provided evidence. We therefore can't pursue this complaint further and will have to close it. I understand this must be disappointing.

Please consider these recommendations if you happen to need to self-exclude in an online casino:

• Confirm Self-Exclusion with Casino

Ensure you receive a confirmation from the casino acknowledging your self-exclusion request.

If the casino does not respond, make reasonable efforts to contact them multiple times or through alternative channels.

• Keep Proof of All Relevant Communication

Keep records of all communication regarding your self-exclusion request.

If you approach the casino later to open a new account without completing the initial KYC, please note that we may be unable to mediate in future cases with this casino on your behalf.

• Complete Verification Process (KYC)

If you request self-exclusion but your account is unverified, it is recommended to complete the KYC verification process.

This helps the casino fully identify you, which can prevent issues if you attempt to open a new account in the future.

Sending emails with multiple recipients at once might cause the email to be redirected to spam. We recommend you send emails addressed to a single recipient only.

If I may recommend further responsible gambling tools, you might find several resources on our website here: https://casino.guru/problem-gambling

Please don't hesitate to contact us in the future if you encounter issues with any online casinos.