Cosmobet Casino - Player’s account closure request is overlooked.

i put in an official complaint with the casino as they ignored my email requesting they block me indefinitely due to severe mental health and gambling addiction as well as. They allowed me to deposit after this email was sent as I was ignored. It wasn’t until I sent an email requested all deposits refunded that were allowed after 13.28pm on 1.12.24 with a complaint they did in fact respond days later, citing they "didn’t recieve said email" when I have the evidence of this. They have gone against policies and legislations regarding responsible gambling. When I have reached out to them and asked for a block. They are refusing to return the funds

Dear Rushin,

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. 

• Could you please forward your initial account closure request and the casino's response to me?
• Send the information to my email tomas@casino.guru, or alternatively post screenshots here. Make sure the recipient's address, time and other key information is visible on the screenshot.

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi

yrs no problem please see screen shots attached

Hi

just checking if there is any update regarding this? The casino are denying they have received this which I find to be very convenient…

Thank you for your patience, Rushin. We currently have hundreds of active complaints and we strive to reply as soon as possible in the allotted time of 7 days.

Please let me recap the timeline of events feel free to point out any mistakes in my assumptions.

1. you informed the casino about your gambling problems on December 1st at 13:28
2. Later that day on December 1st you deposited 2000 GBP
3. You wrote to the casino on December 5th that they haven't protected you and requested a refund.
4. The casino informed you on December 6th that they couldn't find previous communication from you and denied your refund request, but permanently closed your account.

Please understand that if your email was the only message or request made to the casino, such requests can, unfortunately, be overlooked. Even if such a request is not overlooked, we understand the request might take some time to be noticed and processed. If the casino protects the player within a reasonable time, after the casino is informed of the player's gambling issue, we consider such practice adequate.

Our recommendations for players who request self-exclusion are the following:

• 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.

Please let me know if there is information I might have not considered, otherwise, we won't be able to argue for a refund on your behalf from the casino.

Hello,

no I did not deposit just the once, this was multiple deposits over the 4 days where the casino did not follow responsible gambling by following through on my account closure.

24 hours is legislation in regards to time frame of emails to be actioned. It is not legible that the email "was over looked" it’s also not legible to state I must chase and chase when as seen the email was sent to the correct address and j followed all procedures as per the terms and responsible gambling. It also states on cosmobet website their staff are trained to flag problem gamblers again they failed to do so before I sent the email.

refunds should be returned to me due to all of the above .

the kyc process was completed

Thanks for the clarification.

Could you please confirm your self-exclusion request and refund requests were sent from the same email address and addressed to the same recipient?

If you have both emails saved, please send them as attachments to my email at tomas@casino.guru

I apologize for the delay in response and for the inconvenience.