Cosmobet Casino - Player’s winnings have been confiscated by the casino.

Dear CasinoGuru Support Team,

I hope this message finds you well. I am writing to formally file a complaint regarding Cosmobet Casino, which has withheld my winnings of 7,000 CAD, citing an alleged violation of their anti-fraud policy. I would like to provide the necessary details and request your assistance in resolving this matter.

Cosmobet Casino has accused me of violating their anti-fraud policy, specifically referencing section 10, which mentions "playing games with bonus money to build up in-game value, lose the bonus funds, and cash out on the built-up value during real-money play, using strategies that take advantage of any software bug or failure." I firmly deny these allegations, as I have only played slot games fairly and within the casino's terms and conditions.

I simply played slots, won money, and expected to withdraw my legitimate winnings. I did not use any strategies or exploit bugs as described by the casino. Despite multiple attempts to seek clarification from Cosmobet, I have not received any specific explanation as to what exactly I did wrong, and my account has been restricted with no option for appeal.

why haven't I been paid

12:29:21 PM

AHello, Aemond is here. Could you please be more specific about your request?

12:29:24 PM

what have been doing wrong??

12:29:28 PM

there is nothing in the terms

12:29:30 PM

that ibreak

12:31:46 PM

AAs i have checked you have violated our company's terms and conditions that is the reason of withdrawal rejection.

12:34:10 PM

AIn case you do not have any other questions, I will close the chat with you. Have a nice day!

12:34:16 PM

tell me

12:34:19 PM

which one

12:34:21 PM

and what

12:34:25 PM

no generic reply

12:34:28 PM

this is not accepted

12:34:30 PM

what do I violated

12:34:38 PM

you not acept people from my country?

12:35:14 PM

Aplaying games with bonus money to build up in-game value, lose the bonus funds, and cash out on the built-up value during real-money play, using strategies that take advantage of any software bug or failure.

12:35:29 PM

Huh I didn't do that?

12:35:34 PM

what game did I play?

12:37:03 PM

I just won money

12:39:06 PM

AResult is final and can not be changed company has there rules and after violating them we do not have any other option but to restrict you there's nothing that can be done in this situation we kindly ask you to understand.

12:40:08 PM

I need to know why

12:40:13 PM

i did nothign wrong

12:41:54 PM

why ?

12:41:57 PM

what I do wrong please

12:42:00 PM

i just click slots

12:42:33 PM

Ayou have violated 10. ANTI-FRAUD POLICY witch is :playing games with bonus money to build up in-game value, lose the bonus funds, and cash out on the built-up value during real-money play, using strategies that take advantage of any software bug or failure.

12:43:18 PM

I DIDN"T DO ANYTHING OF THOSE THINGS

12:43:24 PM

explain me what I did wrong

12:43:27 PM

so I understand

12:48:40 PM

Awhen you registered on our website you could checked our terms and conditions in this case Companys decision is final and can not be changed you have violated this particular rule of our site witch is 10. ANTI-FRAUD POLICY: playing games with bonus money to build up in-game value, lose the bonus funds, and cash out on the built-up value during real-money play, using strategies that take advantage of any software bug or failure. if you want to see any further information about it please check out this link of our terms and condition here: https://cosmobet.com/en/static/terms/generalterms

12:48:57 PM

YOU WRITE NOTHING NEW

This all the communication I have

Dear 24venerable,

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 confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Could you please share your transaction and betting history?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Could you please confirm that you have passed the KYC verification?

Yes i did

Did you accumulate your winnings with or without an active bonus?

With bonus but just clicked and play didn't even know I had it.

Could you please share your transaction and betting history?

they locked me out I can't get anything i just played slots jamming jars was the slot

Could you please share your communication with the casino? Send emails or chat transcripts to my email

All the communication i write above there is nothing more to give.

Thank you very much, 24venerable, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello 24venerable,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to see if I can help.

We would like to invite Cosmobet Casino to join the conversation.

Dear Cosmobet Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions that the player is being accused of. You can send the information to me at michal.k@casino.guru

Dear Michal,

We will send all this information to your email.

Best regards,

Cosmobet Team

I appreciate the information provided thus far, Cosmobet Team. I will await additional details from you, as I have requested, in order to gain a clearer understanding of the situation.

Dear Michal,

We have already sent you the proof via Skype. Please check it.

Happy weekend!

Best regards,

Thank you for all the information and provided evidence Cosmobet Casino Team.

Dear 24venerable,

After gathering all the necessary information, I'm not able to pursue your case.

While the initial concerns regarding the use of an irregular game pattern or advantage play strategy were not proven, further investigation into your account has revealed additional information.

There are valid reasons to suspect potential bonus abuse and the existence of multiple accounts or significant connections among several casino accounts. Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts linked with the same IPs, devices, cookies, and the same payment method in related accounts. These facts indicate that this can’t be considered just a mere coincidence and suggest that your account may be part of a group potentially engaging in bonus abuse. Casinos have a very strict policy regarding multiple account cases that have been used in this way. With all this in mind, the steps the casino team has taken are justified and we will subsequently reject your complaint

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

Best regards,

Michal

Casino.Guru