The player from Spain claimed the casino allowed a self-excluded gambler to deposit thousands of euros using another ID without verifying their identity. He requested refunds for the deposits and the permanent closure of the accounts but did not receive a response from the casino. We determined that the accounts in question were created by the player's son using stolen identity information. As this constituted a criminal act, it was advised to handle the matter through local law enforcement. Consequently, the complaint was rejected since it fell outside our scope of mediation.
Cosmobet Casino - Player's deposits are made without verification.
Amount: €10,000
Cosmobet Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 months ago
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5 months ago
Translation
Good afternoon,
This casino has allowed a person who is registered as a problem gambler to deposit thousands of euros using another ID without verifying their identity. I have requested the refunds for the deposits made and the permanent closure of the accounts, but they have not contacted me.
I hope you can help me. Gambling addiction is a disease, and they haven't considered any type of verification.
Best regards.
Thank you.
Automatic translation:
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5 months ago
Dear centeno91,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Self-exclusion policy and I found this:
Self-Exclusion
In case the situation is more serious, the Player may request the self-exclusion for an extended period. You shall contact our customer support team via email and request the self-exclusion for a period of between 6 months and 5 years. In case the User does not specify the period for the self-exclusion, the Account will be closed for 6 months.
It can be difficult to determine whether a person’s gambling has become problematic though. If you have gambling related issues, please mention it while closing the account, so our staff will act responsibly.
Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you ever informed this casino about your gambling problem?
- Could you please clarify if you requested self-exclusion from this casino?
- Could you please clarify the dispute value?
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,
Kristina
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4 months ago
Thank you very much for your reply, centeno91. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? I am mainly interested in the self-exclusion requests. Alternatively, you can post it here. Thank you in advance.
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4 months ago
Translation
Good morning Kristina,
I have attached the conversations from an email but there are 2 emails because 2 accounts were opened.
all the best
Automatic translation:
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4 months ago
Do I understand correctly that your son has an account at this casino and that this complaint is about him and his deposit refund?
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4 months ago
Translation
No, they are accounts created by my son which they have not been able to verify because they do not have a copy of our IDs or be able to take a selfie.
However, they have allowed him to deposit money, the status of responsible gambling as a person with a gambling problem and I am concerned that he was able to do this and deposit such amounts.
greetings
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4 months ago
Unfortunately, your son committed a crime by stealing your identity. I apologize, but this is a case for a local police department, not a mediator like us. We only solve complaints about casinos submitted by players. I understand your frustration and this situation is really unfortunate. However, since none of these accounts belong to you, there is nothing we can do and we are not in a position to assist you or request a refund.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
