The player from the United Kingdom faced difficulty withdrawing winnings due to an inability to upload documents for verification and missing transaction history for significant wins. Despite multiple attempts to resolve the issue, she made no progress, and critical transaction data was about to be lost. The Complaints Team extended the response time for an additional 7 days but ultimately rejected the complaint due to a lack of communication from the player.
Cosmobet Casino - Player's withdrawal is delayed due to missing transactions.
Amount: £82
Cosmobet Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
Public
Public
2 months ago
I have 2 problems, the site will not let me upload documents to verify myself. Second is i win a few big winnings and my last was for £82 but it did not go into my balance. I spoke to a representative about this and they want me to send a screenshot of my transaction history which I can not do as it seems some of my transaction on games seems to be missing. I do however have transactions that are for low amounts but the larger amounts can not be found. I have been told that transaction history is only recorded for 1 week which I have not had an account with them for over a week so my full transaction history should still be there for me to look back on. For the last 3 days I have tried to get this sorted and I am getting nowhere. All transactions will be removed in a few days so I won't have anything to go on to get what I'm owed. I'm not sure what kind of site this is but it's makin verification so complicated, saying they do not accept screenshots yet I only get bills through paper. Please help if u can
Public
Public
2 months ago
Dear Samantha1982,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication along with your game history in Excel format to nikolas.b@casino.guru? Please advise the exact time of the incident.
Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.
Please understand, that a bet may be missing due multiple reasons and what the game history shows is what really did happen. If a bet is missing from there, there must have been a server error.
Looking forward to hearing from you. Thank you in advance for your understanding.
