Cosmolot Casino - Pelaajan voitot on takavarikoitu väitetyn sääntörikkomuksen vuoksi.

The company withdrew money by alleging fraud but provided no evidence. My winnings were legitimate and did not come from bonus funds, yet they deducted the winnings from my balance. I believe the company is stealing money, thinking they won't face any consequences when you win. To top it off, they are fraudsters using gray payment systems without paying taxes.

kyc@issueassistance.com

Welcome, Denis!

A winnings check has been conducted and completed on your account.

Unfortunately, during the verification, a violation of the game rules and betting was discovered, namely, the use of a bonus balance to bypass the betting system, which is prohibited by clauses 21.10 and 21.10.1 of the Organizer's terms and conditions.

Guided by this rule, as well as point 10.3, the Company reserves the right to terminate, revoke or cancel any payouts or winnings associated with bonus funds in case of suspicions that the Player is trying to abuse them, as well as to debit from the Account funds received as a result of such violations.

For this reason, bets made in violation of the rules were deemed invalid and canceled, as a result of which the winning amount of 10,000 hryvnias was withdrawn from your account balance.

You can familiarize yourself with the full list of the Organizer's rules on the website.

Please do not violate the site rules or the rules for conducting and participating in gambling in the future to avoid similar unpleasant situations.

If you have any additional questions, please contact our support service at kyc@issueassistance.com or through our online chat on the website. Sincerely,

Your Cosmic Support

Компанія списала кошти зсилаючись на шахрайство і не надали доказів. Виграш був легітимним, з бонусів кошти не були отримані а виграні кошти списали з балансу. Компанія краде кошти вважаючи що їм за це нічого не буде коли ти виграєш. Шахраї які ще й до цього не платят податки використовуючи сірі платіжні системи.

kyc@issueassistance.com

Вітаємо, Денис!

На Вашому акаунті була проведена та завершена перевірка виграшу.

На жаль, під час перевірки було виявлено порушення правил гри та розміщення ставок, а саме використання бонусного балансу з метою обходу системи відіграшу, що заборонено згідно з пунктом 21.10 та 21.10.1 Правил організатора.

Керуючись даним правилом, а також п.10.3, Компанія залишає за собою право припиняти, відкликати або скасовувати будь-які виплати або виграші, пов'язані з бонусними коштами при наявності підозр в тому, що Гравець намагається ними зловживати, а також списати з Рахунку кошти, отримані в результаті таких порушень.

З цієї причини ставки, зроблені з порушеннями правил, були визнані недійсними та анульовані, в результаті чого з балансу акаунта була відкликана сума виграшу в розмірі: 10 000 грн.

Ознайомитись з повним переліком Правил Організатора можете ознайомитись на сайті.

Будь ласка, в майбутньому не порушуйте правила сайту, а також правила проведення та участі в азартних іграх для уникнення подібних неприємних ситуацій.

При появі будь-яких додаткових запитань звертайтесь, будь ласка, до служби підтримки за адресою kyc@issueassistance.com або до онлайн-чату на сайті. З повагою,

Ваша Космічна підтримка

Dear dengrom97,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? 
• Which games you’ve been playing (live casino games, slots, or sports betting)? 
• Were your winnings accumulated with or without an active bonus, please?

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

Best regards,

Petronela

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

The account is verified and registered since 10/21/2023, played only slots, at the time of winning there were no active bonuses and it was canceled altogether.

Обліковий запис верифіковано, та зареєстрований з 21.10.2023, грав тільки в слоти, на момент виграшу активних бонусів не було і взагалі був відмінений.

Thank you very much, dengrom97, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, dengrom97,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear Cosmolot Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Since the user claims that there was no active bonus when he won/accumulated the disputed funds, do I understand correctly we are talking about the "delayed rounds" technique?

If so and we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence and explain how the bonus/casino system was abused, and how the player gained an unfair advantage by playing in such a way?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

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 dengrom97,

I managed to connect with the casino representative outside the thread recently. Unfortunately, they did not have any active casino representative account set up in our system, and they were not informed about the complaint in time. I helped them set it up a while ago, so they should be able to reply directly here.

Therefore, now I am resetting the timer for the casino once again and providing them with standard 2x7 days to respond.

Thank you for your patience and understanding.

We would like to ask the casino to reply to this complaint. We are extending the timer. 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 dengrom97,

Although I managed to connect with the casino and even set up a casino account for them, they stopped responding completely. Unfortunately, since we have not received any relevant response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

However, there are a few options on how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authority the casino is regulated by (КОМІСІЯ З РЕГУЛЮВАННЯ АЗАРТНИХ ІГОР ТА ЛОТЕРЕЙ) and submit a complaint directly to the regulator, using one of the relevant contacts on the right side of the bottom of their website. Alternatively, "Про безоплатну правничу допомогу (БПД)" could help you.

Feel free to find out more about the complaint process in our article "How to submit a complaint to a regulator".

In case of any questions or news from the authority, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru