Cosmoswin Casino - Player’s winnings have been confiscated.

I've previously raised many complaints with Casinoguru, but this is by far the worst.

They offer a 50% cashback (you receive it if you lose everything)

with a condition of 20 or more plays on any game.

I deposited approximately $10,000.

After spinning the slots 25 times,

I wagered around $10,000 on baccarat and won $19,500, but my winnings were confiscated for an inexplicable reason.

The support team confirmed that I only needed to wager 1x the cash.

I don't understand why my winnings were confiscated.

I would understand if the bonus was confiscated, but I didn't use any bonuses.

I also have all the evidence to prove it.

Dear hirokann0525,

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

Could you please send me the link or the email with the cashback bonus you activated? My email address is veronika.l@casino.guru.

Did you see any wagering progress in your casino profile when you activated the cashback bonus?

Could you please specify what was the bet amount you wagered on slots? Have you switched to baccarat with the cashback bonus still not being fully wagered?

Have you requested a withdrawal of your winnings before you finished wagering your bonus?

Could you kindly confirm that you passed the full 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

Thank you for your cooperation🙇

But you are mistaken

I applied to receive a cashback if I lost, but I didn't receive any cashback because I won with my own cash.

Advance cashback application

↓

payment

↓

If you lose with cash, you can get a cashback on any game if you play more than 20 times.

↓

Of the $10,000 deposited

1. 25 spins of $4

$10,000 x 1 play Baccarat win👌👌

↓

1x is not enough games to avoid suspicion of money laundering

For some reason, only the winnings were confiscated

↓

Protest to casino, no refunds

↓

Casino Guru now!!

Concern

Cash is free to play without any restrictions

Extremely high and low pedestal changes ⭕️

All confirmed through chat

Thank you very much, hirokann0525, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you hirokann0525 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Cosmoswin Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

Dear hirokann0525 and Peter,

Allow us to shade light on our decision regarding this case. The case has been described in a thorough manner by our player however the Terms of Use which have been invoked on our behalf are left out.

According to our AML Policy & Procedures (https://www.cosmoswin.com/i/aml?lang=en) we clearly define what we consider Fraudulent Activity or what we flag as "suspicious", it being a stand alone action or a combination of multiple parameters:

• value of deposits
• detection of little gameplay in comparison to the size of deposits/funds available on the account.
• high-risk payment methods (which is always the consideration for crypto payments) especially together with the rest of the risk flags.

This policy has been in place since 2022 and has been accepted by hirokann0525 upon account creation.

We would like to point out that the gaming activity given by the player is not accurate.

Based on the fraud alerts in our system and as per our Fraud Management policy (https://www.cosmoswin.com/i/aml?lang=en) in such case we take the following actions:

• Request additional KYC documentation in accordance with due diligence processes described above (not relevant in this case)

• Freeze funds in the player account; (decision has been made not to do this as a first step)

• Cancel winnings and refund the deposits in the account; (Step 1 from our response to potential AML breach)

• Close the player account;

• Blacklist the players IP, device and/or payment account;

• Reporting to relevant AML authorities by the MLRO.

We have confiscated winnings and reverted deposit amount which we offered to send back immediately in case the player decides to play somewhere else. We warned the player that if this continues, our next steps will be to freeze funds, close account and block IPs related to the account.

Please note that our fraud system has raised additional flags related to the player (IP affiliation, behavior patterns from the traffic source, etc) which we are further investigating however we have decided they are not sufficient for further action towards this account.

We are happy to welcome hirokann0525 in our casino for regular and enjoyable game play in line with our Terms of Use and operational policies ( KYC, AML, Bonus and payout policies) and we hope Casino Guru understands our effort to create a healthy and enjoyable environment where we are able to support our valuable and loyal long-term players in their journey in the online casino space.

Best regards,

Anna

Cosmoswin Team

When I asked on chat, I was told that I could pay 1x the amount I deposited.

If you use excessive bonuses as a business tool, you must pay them accurately.

If this were allowed, all large withdrawals would be confiscated!

Also, other casinos usually offer higher wagering requirements.

It's not cheating. I've never heard of cash winnings being confiscated.

It's a bad casino

Thank you for the update Cosmoswin Casino representative. Would it be possible to provide me with the player's betting history and transaction logs to support your claims? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance!

Hello, Peter,

information has been sent.

Regards,

Anna

Cosmoswin Team

Thank you for providing me with the evidence Cosmoswin Casino representative. Even though I understand you need to protect your establishment from abuse like money laundering I believe the confiscation of funds is not the right way. If you feel like the player did not bet enough in comparison to the size of deposits I think the right course of action would be to raise the wagering requirement for deposits instead of confiscation. I hope you will reconsider your stance and we will be able to come to a compromise. Thank you in advance!

Thank you Mt Peter for your positive support🙇

But don't be fooled

When a player is lured in with an attractive bonus and ends up winning a large amount

It is a common tactic used by casinos to confiscate your money by pointing out violations of the terms of use or money laundering!

If we allow the casino to do this, new players will be deceived!

Also, the 50% bonus is still being offered with a deadline every 2-3 weeks, making players anxious.

They are also offering the same bonus for a 2-3 week period!

To prevent any more victims and casinos from getting carried away, they should be punished severely.

Request a full refund

Dear Peter,

We understand your point and we are lookin into better ways to protect our system without harming the experience of our regular players.

We have carefully assessed the case and we still believe our decision is fair and follows our rules.

Furthermore our growth in the Japanese market has helped us build a welcoming environment for recreational players who enjoy great support, rich selection of games, generous bonuses and safe portal for quick and easy transactions. We payout to our lucky winners on the spot and our risk management tools rarely make mistakes on fraud detection.

We appreciate the discussion and we hope it helps.

Regards,

Cosmoswin Team

Thank you for the response Cosmoswin Casino representative. I understand your point of view but we deem this to be Against our Fair Gambling Codex. We believe the confiscation of funds is against the spirit of fair gambling and you should use different methods to protect yourself against abuse. As mentioned before making the wagering requirements bigger for players who have little gameplay in comparison to the size of the deposits or funds available is much more fair resolution than confiscating winnings. If we won't be able to come to a compromise we will be forced to close this complaint as 'unresolved' which may negatively affect your rating. Thank you in advance for your reconsideration!

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.

Dear Peter,

We have sent an email with sensitive details on the case.

Regards,

Cosmoswin Team

Thank you for the update Cosmoswin Casino representative.

Dear hirokann0525, the casino updated me that they have escalated your complaint to their licensing authority. I shall await a statement from the regulator about the case. I would like to ask both parties to please keep me updated about any further developments. Thank you in advance!

Casino Guru!

Did they actually reply to your email?

It hasn't arrived to me though

The reply should arrive to me and the license at the same time.

I haven't received any emails from the casino either.

Be careful because they might be lying

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.

I haven't received any emails from License since then.

I inquired about the license but didn't receive a reply.

Hello, Peter, hirokann0525,

We have not received any information from the regulator yet.

We would like to wait until resolution is provided.

Regards,

Cosmoswin Team

Thank you to the both parties for the update. In the meantime, I shall close this complaint as 'waiting for a decision from the regulator'. I would like to ask you to please contact me after you receive a statement from the licensing authority. You can forward it to my email. (peter.c@casino.guru) Thank you for your cooperation during the process and I'm looking forward to your reply!

Kind regards,

Peter

We’ve reopened this complaint at the request of Cosmoswin Casino. We received the following message:

Dear Peter,

We forwarded you the email with decision from CEG. The player is included in the communication.

Best regards,

Cosmoswin Team

Dear hirokann0525, the casino has provided me with a statement from the regulatory body which ruled in their favour. With that in mind, we are forced to reject your complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter