Cosmobet Casino - Player's deposit is missing and withdrawal is delayed.

I've deposited a couple of times, on for £100 and another for £50. The money has gone out of my bank account but was not credited to my cosmobet account, I also wasn't refunded. The money seems to have disappeared.

Also, I recently have started to have problems withdrawing money. I withdrew £511 on Friday and was told on Saturday I couldn't do that until I had gambled the full £300 I had deposited. I was apparently £30.20 off from achieving this.

I gambled the extra total and made a little bit more profit. This time I withdrew £565 from my account. It took noticeably longer than the other times I've withdrawn and gas shown as success for way over 24 hours now.

I don't think I trust this site. Too many weird things going on for my liking.

Dear Mortdike,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied. 

Regarding the delay in processing your withdrawal request, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. 

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. 

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

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.