Cosmobet Casino - Player struggles with the self-exclusion process.

Hi I requested a self exclusion from this website due to gambling addiction on 22/11/23 I have made deposits to the account since then. Again requested self exclusion 2 days ago and they are still not responding.

Dear raymondcarr92,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Cosmobet Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

When was the first time you mentioned that you wish to self-exclude due to gambling addiction? Please understand that we are able to confront the casino with the request to refund your deposits only after you explicitly stated that you were addicted.

Has the casino communicated with you at all? Have you received any response to your self-exclusion emails?

Could you please confirm if you passed the KYC verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear raymondcarr92,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.