The player from Ukraine had had an issue with withdrawing his own funds from an online casino. After depositing $300, he had requested a withdrawal of $190. His account had been verified, but the casino had blocked his account and informed him that he could only withdraw after 6 months. The player had communicated with the casino, and even after additional verification, the casino had continued to refuse his withdrawal. After the complaint had been raised, the casino had paid out the player's funds and blocked his account. The issue had then been resolved.
Cosmobet Casino - Player's withdrawal is delayed and account closed.
Amount: $190
Cosmobet Casino
Safety Index:HighSafety Index
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8.1
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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8 months ago
Translation
I deposited $300! After some time, I requested a withdrawal of $190! My account was successfully verified. However, I've never received my funds! My account has been blocked! They told me I can only withdraw my funds after 6 months!!!!! This isn't even winnings, just part of my deposits!!!! Be careful! These are scammers who don't want to pay out, they just take deposits!!!
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8 months ago
Hello xray200,
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 is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? Did you play casino games or sports betting? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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8 months ago
Translation
My account was verified a week ago. I deposited about $300 in real money. I did not take any bonuses. Played in casinos and sports betting. Support chat blocked me. By mail, they constantly reply to me that they have the right to block my account for 6 months. They froze the withdrawal of $190. They said that I will be able to withdraw my funds only after 6 months! $190 is not even winnings! This is part of my deposits! My personal funds! Why do I have to wait 6 whole months to withdraw my deposit????
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8 months ago
Hello xray200,
Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru.
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8 months ago
Hello xray200,
Can you please advise how many sport bets have you made and if they were winning ones? Did you also win on casino games?
Please note that the player's account is usually closed for 6 months due sports betting related issues. If it is related to it, unfortunately we are not able to assist you as we are dealing with casino related isues.
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7 months ago
Translation
Bets on sports were not profitable. I have a lower balance than my deposits. He also played in the casino. Casino representatives contacted me. They want me to send them another video with documents. I understand that my verification is still ongoing.
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7 months ago
Hello xray200,
Be sure to forward the requested documents and videos to the casino and let us know in case of any update.
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7 months ago
Translation
I have successfully passed the video verification. I received a reply that the verification was successfully confirmed. But they don't want to withdraw my funds! This is some absurdity! They said that they have the right to keep my funds for up to 6 months!
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7 months ago
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The casino paid me my funds and blocked the account. The complaint can be closed as resolved.
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7 months ago
Dear xray200,
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
