The player from Germany has completed the verification process, wagered bonus, and attempted to withdraw 3500 euros through Jeton. However, the withdrawal was cancelled and further ID verification was requested, despite previous successful verification. The player is frustrated with the perceived delay tactic. The complaint was resolves as the player got verified and received his payout.
Cosmobet Casino - Player's withdrawal delayed due to repetitive verifications.
Amount: €3,500
Cosmobet Casino
Safety Index:HighSafety Index
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8.1
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello Guruteam,
Hello Cosmobet Team,
I have deposited and played with a 150% bonus, fully offsetting the bonus now I have 3500 Euros in actual currency in my account.
Verification has been completed, I have uploaded my identification and confirmed my address as well as sent a selfie with my identification, everything has been confirmed (Account status fully verified), now a withdrawal was possible, I requested 3500 Euros for withdrawal on Jeton (same withdrawal method as deposited)..24 hours later, the payout was cancelled and a message was sent to me..I am asked to send my identification where everything is in English..But I am a German citizen..I have sent my passport as well via Email..Because suddenly uploading documents on the website is no longer possible due to it being blocked or an error..
Now Cosmobet wants a selfie with the identification..But I have already sent this and it has been verified..I have sent it again with the current date, casino name, etc.
The casino is new, and it seems to employ a tactic to delay until the player loses everything..
Please help
Thank you
Best,
Tuscani090283
Automatic translation:
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1 year ago
Hello Tuscani090283,
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 since when exactly is the verification process ongoing? When was the last time you uploaded or forwarded a document before their last request? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents and the casino may request the same documents multiple time.
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
Hello,
4 days ago I uploaded my documents, status was verified after about 24 hours! Only then could I make the payout. ID card (both sides) and selfie picture with ID date name nickname on the piece of paper everything was verified but then after 24 hours I get this email and my payout is canceled.
Automatic translation:
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1 year ago
Translation
Then I sent my passport, now a selfie is requested again...always the same..even though it was already sent and edited..I sent another selfie with the passport..
Automatic translation:
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1 year ago
Dear Tuscani090283,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Casino.Guru
