The player from the United Kingdom had requested account closure due to a lack of control over spending. The player had still been able to make deposits after the request, which had led to further issues. The casino had failed to respond or action the request, leading to the player seeking assistance from the Complaints Team. Evidence of the closure request had been provided by the player. The casino had eventually closed the account but there had been issues with a pending withdrawal and missing deposits. The player had confirmed receipt of the withdrawal but was unable to provide proof for the missing deposits. The player had decided to stop pursuing the issue and expressed satisfaction with the account closure. The Complaints Team had marked the complaint as resolved.
Cosmobet Casino - Player’s account wasn't closed upon request.
Amount: ??
Cosmobet Casino
Safety Index:HighCase closed
RESOLVED
Case summary
I have asked for my account to be closed indefinitely, but no one has responded to my emails and my account is still active
Hello cherylmace66,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?
Please, let me explain you what the difference between closing the account and self-exclusion is:
Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.
Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).
In the case of self-exclusion, if casino failed in this, player may ask for a refund.
Thank you very much in advance for your reply.
Best regards,
Nick
I asked for my account to be closed indefinitely, I told them this was because I felt I wasn't in control of my spending, and yes I have made multiple deposits since
Hello cherylmace66,
Can you please forward the requests you sent to the casino to nikolas.b@casino.guru as proof?
Thank you cherylmace66 for all the information provided. I will now forward your complaint to my colleague Michal (michal.v@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hello cherylmace66,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Cosmobet Casino,
Could you possibly provide additional information regarding the account closure request and clarify the situation?
Thank you in advance.
Respectfully,
Michal
Since I am still able to and have deposited since asking for my account to be closed, am I able to request a refund? Also my last 3 deposits have left my bank account but have not shown up on my cosmobet account, this has never happened before
Dear cherylmace66,
Firstly, we need to wait for the reaction from the casino, see what the problem is, then we can look at the possible refunds. I hope we will resolve your issue successfully.
What happens if they don't reply? I really need this account closed, I have an addiction that I've tried to address. While it remains open I can't help but deposit and lose money I don't really have
Dear cherylmace66,
I have been contacted by the casino outside this thread, they stated that the self-exclusion request must be sent to he email address support@cosmobet.com.
Did you try to send the email to this address as well?
There was only one email address I could find on the site, I copied the email address stated under the self exclusion tab and got no response, I believe its the same email address
My account has now been closed, however I have a pending withdrawal which I now can't see the status of and also £50 worth of deposits which left my account a few days ago but didn't show up on my cosmobet account
Dear cherylmace66,
Thank you for the updates. I am glad to hear that your account has been closed. Let me contact the casino representative and find out more information about the funds that remained in your account and also about the pending withdrawal. I will let you know when I have any updates to share.
Dear cherylmace66,
I have been informed that the withdrawal should already have happened, could you confirm this information? Was the withdrawal completed and you received your funds?
I have recieved my withdrawal yes, however I cannot see whether the 4 missing deposits have finally made their way to the cosmobet account yet though
The casino representative has informed me that currently there are no funds in the account. Could you tell me when exactly did you make the deposit payment to the casino?
There were 3 deposits of £10 on Thursday 18th April and 1 deposit of £20 on Sunday 21st April, there was a glitch on all 4 deposits, the funds left my bank account but didn't by reach the cosmobet account. I waited 24 hours to see if they would appear but they didn't, I have been instructed to email the payments team but they want proof. Without sending my bank statements and getting them cross referenced I'm not sure how else to prove I'm missing these deposits, everything else went through without an issue
Do I understand correctly that the money you tried to deposit have left your bank account but never made it to the casino account? Please, if you can, would you be able to send me the bank statements with said deposits? Please, send all relevant info to michal.v@casino.guru
I have no way of being able to send this as you can't take screen shots for security reasons and as I live alone I have no other device to take a photo on. I give up. Cosmobet are saying they have not detected any missing payments and I have no way of proving it so I guess I have to let it go.
You should be able to get the bank statements from the bank directly to your email address. Please, consider this option once more. If you are decided that you do not with to pursue this issue further, we will close the complaint.
Thankyou for your help but I will call it quits, im just glad it's now closed.
Thankyou once again
Dear cherylmace66,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Michal V, Casino.Guru
