The player from Italy who had self-excluded from the casino for five years had been able to open a new account with the same personal data. Despite his request for a refund, the casino had initially been non-responsive. The player had provided all necessary documentation to prove his self-exclusion. Upon our team's intervention and request for the casino's response, the casino had offered a refund to the player. The player had accepted the offer, and the issue had been successfully resolved.
Cosmobet Casino - Player was able to register despite being self-excluded.
Amount: €1,589
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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6 months ago
Translation
In January of this year, I chose to self-exclude from this casino due to issues related to gambling.
The self-exclusion was carried out and certified by the CEG regulatory body and had a validity of 5 years.
Despite this, I was able to open a new gaming account using the exact same personal data I used for the self-excluded account.
I have asked the casino to proceed with a refund, but they responded in an embarrassing manner, pretending not to understand my request.
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6 months ago
Dear carsix79,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem.
Could you please send me the self-exclusion request you sent to this casino back in January? My email address is veronika.l@casino.guru.
Have you received any reply from the casino after you submitted your initial self-exclusion request?
Could you kindly specify when you opened your new account with the same personal information?
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
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6 months ago
Translation
I received a response from the casino that seems not to have understood the problem or pretends not to understand it.
The new account was opened yesterday 06-05-24
I am sending you the documentation relating to my self-exclusion on Cosmobet
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6 months ago
Could you kindly specify which of your data was the same when you registered at Cosmobet Casino for the second time? Only your e-mail address and the username were different?
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6 months ago
Translation
Same personal data (name, surname, address, telephone number) and same identity document uploaded.
Only the email address has changed.
I don't remember if the username is the same but it is irrelevant for self-exclusion purposes.
Did you receive my email confirming my self-exclusion activated at this casino from January 2024 until January 2029?
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6 months ago
Thank you very much, carsix79, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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6 months ago
Hello carsix79,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Cosmobet Casino,
Could you possibly provide additional information regarding the failed self-exclusion and clarify the situation?
Thank you in advance.
Respectfully,
Michal
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5 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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5 months ago
Translation
I received a refund offer from the casino. You can close the complaint as resolved. Thank you
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5 months ago
Dear carsix79,
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,
Michal V, Casino.Guru
