Cosmobet Casino - Player's winnings have been confiscated due to the violation of terms and conditions.

Account been open and fine for ages, deposited £180 on the same evening. No bonus used. Won £2400 on slots. Go to withdraw and realise have to complete KYC. Do that successfully then only to find they deduct the whole balance and replace with £100 and said £100 was my last deposit amount that I can withdraw and all other account features disabled because I violated rules 9 and 10 of terms and conditions apparently. So robbed of £2400. "System withdraw" A further major issue is from any mobile phone you cannot see the page of terms and conditions the page is completely blank! Tried several different browsers also the same. Have videos of this. I want my £2400 back. I wasn’t aware of any terms and conditions because they are not visible. m.cosmobet.com they are also unlicensed anywhere which is new because they used to have a curaçao one but I’ve searched several registers which all say unlicensed. I want my £2400 back

Hello Thomas-091,

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? What kind of games were you playing? When was the last time you spoke to the casino and what was it about? Did they specify what exactly did you breach by those terms?

Looking forward to your answer.

Regards,

Nick

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hi no it wasn’t verified until the day of withdrawal. I submitted docs on the day then requested withdraw and then that’s when they took the money etc. Played just average slot games not big stakes at all max like £7. Spoke to them yesterday because I submitted a complaint by email. Had a reply to say wait for updates. It’s concerning really I’ve checked online they used to have a license but don’t anymore. Website is dodgy too it says it’s not secure and things. No they didn’t specify the breaches. Even if they did it’s not fair because if you try yourself to read the terms and conditions from a mobile phone you can see a blank black page only. I looked on there sister sites also and they are blank too. Can’t operate a business with no terms and conditions available. Also why did they only let me withdraw my last deposit of £100 when 5 minutes before that I deposited £80 also - so what gives them the right to keep the £80? If the service would have been useless to me no matter what I deposited then they shouldn’t keep the rest? I’m here to get the £2400 they removed and no less but these people never do what is asked so I’m not hopeful at all. Received the £100 this morning and yet to have a response to my email complaint to them. Really upset. As you can see my other past complaints I’ve lost nearly 10k to casinos doing things like this and to be honest it’s affected me a lot each time. Really isn’t fair to take peoples money they are excited to receive after being lucky enough to earn it. Thanks

Dear Thomas, 

We refer to your previous correspondence regarding the refund request.

Please be informed that by registering an account on the website, you confirm your consent to the Terms & Conditions and Privacy Policy, which our website provides to our customers. (T&C Article 1)

According to the Terms & Conditions of the website, Article "Anti-Fraud Policy"

The Company has a strict anti-fraud policy and utilizes various anti-fraud tools and techniques. If the Player is suspected of fraudulent actions including, but not limited to:

Participating in any type of collusion with other players;

Development of strategies aimed at gaining unfair winnings;

Creating two or more accounts;

In these cases, the Company reserves the right to terminate such Account and suspend all payouts to the Player. As well, the Company reserves the right to cancel the bonuses and the winnings and pay back the remaining deposit to the Player. Please take into account that we reserve the right to charge You the costs of transaction processing for deposits and withdrawals.

Per T&Cs, Article "USE OF PLAYER ACCOUNT"

Only one Account is allowed per person, household, or IP address.

Creating multiple Player Accounts by a single Player can lead to the termination of all such Accounts.

According to the higher mentioned information, we have decided to deny your request for a refund, which is proven groundless.

Kind Regards,

Compliance Agent / Ava Burton

The above is the reply I had to my email complaint I sent them. I don’t care if I’ve had more than one account in the past fact is if the page that has terms and conditions mentions this was available to view then I wouldn’t know if it’s allowed or not. The page for terms and conditions is a blank black page you cannot view it from any mobile phone. So on those grounds I want my £2400 because I cannot view the terms it’s not fair

Hello Thomas-091,

Do I understand it correctly that you confirm that you have multiple accounts in the casino or what is the exact term you breached there?

Dear Thomas-091,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.