Cosmobet Casino - Player’s withdrawal has been delayed.

Hello, I have been playing at the casino for a week, and everything was fine. After that period, my account was limited, so I decided to request a withdrawal of 631 euros. A few days pass, and nothing happens, so I decide to verify my account myself, but still, "nothing happens." I then decide to contact support via live chat, but the feature is unavailable. I also tried reaching out via email but received no response. Please help, is this casino a scam? They neither want to verify my account nor release my funds, and I can't get in touch with them.

My account has been verified, but I need to make a video call to release the funds. Everything is fine and beautiful, but I'm waiting for the details again the next day and contact is terribly difficult. There is still no live chat, and they no longer respond to emails. Time management game 😔

Dear WysokieLoty,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

Please, keep me informed about any further developments.

Thank you in advance for your reply.

Best regards,

Kristina

Dear WysokieLoty,

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.

Hello, today it's been a week since I received an email informing me that the video recording had arrived at this casino, but it had not yet been verified. After asking how long I should wait for the information, I received a reply that there was no time frame for verification. The entire "verification process" has been going on for 3 weeks now, I started to get a little worried because the amount of my funds was 5 times higher than I had previously provided.

Thank you very much for your reply, WysokieLoty. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I have sent you all the messages by e-mail. What's next? It's been so long, I haven't received any response from the casino, I'm very worried.

The account has been verified and the withdrawal has been processed. Thank you

Dear WysokieLoty,

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,

Kristina

Casino.Guru