Cosmobet Casino - Player’s request for self-exclusion has been denied.

I requested self exclusion Saturday I have proof, I have emailed the casino twice my account is still open I’ve gambled since I want a refund and my account closed. Also the email they have for self exclusion does not work I had to find another on there site. Account needs blocking urgently and money refunded. They don’t reply or even have a customer team I don’t believe

Hello Dopamine,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Cosmobet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? How long after your request did you deposit again into the casino? Did you receive any respond from the casino since then?

Please keep in mind that the casino has 48 working hours to process a self-exclusion request and if you did deposit within that period, the casino is not obligate to refund anything.

Looking forward to your answer.

Regards,

Nick

Hi I was never verified or asked for documentation. I requested early hours of Saturday and I was still allowed to deposit this morning. They responded saying I am not entitled to anything back on a private email. They are part of my stake who I asked on 30th December 2023 to block my account.

Hello Dopamine,

Unfortunately, there isn’t written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites. Could you please advise if you your account got closed at Cosmobet Casino after the direct request to them and if yes, when exactly?

I told you no it didn’t it was eventually closed Tuesday last week.

Hello Dopamine,

So if I understand it correctly you requested for exclusion on 13.1. and your account got closed on 16.1. then the casino did everything correctly according to their terms as they have up to 48 working hours to self-exclude a player after request.

Is there anything else we could assist you with?

They exceeded the 48 hours

Hello Dopamine,

You requested the exclusion during weekend which is not a working day. According to all the described information, the casino acted correctly according to the terms. We will be now closing the complaint for the above stated reasons.

Please always mind the period between requesting an exclusion. Some casinos may block you instantly but the standard period is 48 working hours.

Best regards,

Nick