The player from Portugal had a $3,000 balance in the casino. The account had already been verified, but after a second verification request, he experienced delays in withdrawing his funds. The casino's support email and website were also reportedly having issues. We attempted to assist by requesting further details from the player, but due to a lack of response from him, the complaint was rejected.
Cosmobet Casino - Player is struggling with withdrawal verification.
Amount: $3,000
Cosmobet Casino
Safety Index:HighSafety Index
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8.1
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
6 months ago
Public
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6 months ago
hello there!
So i have 3000$ stuck in this casino. My account was already verified but they asked for another verification, i have sent everything needed, and it is taking quite a bit for them to verify and let me withdraw my funds. Meanwhile their support email stopped working and the website is having some issues. Would love to get some help here, appreciated!
Best regards
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6 months ago
Dear zarteck322,
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?
- Could you please advise how many days ago you requested a withdrawal and started the account verification?
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
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6 months ago
Translation
Yes, but they gave it until June 4th. and they still haven't responded. I would appreciate some help, as this check is taking a long time.
Automatic translation:
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6 months ago
Hi zarteck322,
Did the casino respond on the 4th of June as they promised previously?
Thank you.
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6 months ago
Dear zarteck322,
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.
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6 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
