Kosmonaut Casino - Pelaaja kohtaa jatkuvan kotiutuksen hylkäämisen.

Ladies and Gentlemen

Yesterday I won 2700 euros at Kosmocasino. My account had already been verified and I wanted to make a withdrawal. It kept being rejected and I had to upload all my documents again. Then I was suddenly informed that my case was with the security department and is checked by chance. I do NOT have an account and I also pay directly via online banking. I don't have a Skrill account or Nodapay, which I can prove because I do NOT have them. I am always given different information in the chat that it is wrong 12 is done in no time. Then it suddenly says that you will receive further information by post. I now feel really ripped off that they don't want to and don't have to pay out. I did everything correctly, via my bank account, and didn't claim any bonuses etc.

I am in the casino with the email address

ste******* ine@hotmail.com registered.

Ask for urgent help.

Sehr geehrte Damen und Herren,

Ich habe gestern beim Kosmocasino 2700 Euro gewonnen.Mein Konto war früher schon verifziert und ich wollte eine Auszahlung tätigen.Es wurde immer wieder abgelehnt und ich musste alle meine Unterlagen nochmal hochladen.Dann wurde mir plötzlich mitgeteilt,dass mein Fall bei der Sicherheitsabteilung liegt und durch Zufall überprüft wird.Ich habe KEIN 2 Konto und zahle auch direkt über online banking ein.Ich habe keinrn Skrill Accounz oder Nodapay deb ich nachweisen kann,da ich diese NICHT besitze.Es wird mir im Chat immer andere Auskünfte gegeben,dass es bia 12 heite erledigt ist.Dann heisst es auf einmal,dass i h näheres Infos per Post bekomme.Ich fühle mich mittlerweile echt verarscht,dass sie nicht auszahlen wollen und müssen.Ich habe alles korrekt gemacht,über mein Bankkonto,auch keinen Bonus usw beansprucht.

Ich bin im Casino mit der Emailadresse

ste*******ine@hotmail.com regestriert.

Bitte um dringende Hilfe.

Dear HOZZ1210,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• Could you please advise if you submitted this complaint about the correct casino as you mentioned in your first comment Kosmocasino?

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

Hello, apparently 1500 euros were approved and the bank has to confirm it. I paid out via Rapid Skrill and normally the money was always immediately available. Now I'll wait until Monday.

Hallo,angeblich wurden 1500 Euro bewilligt und die Bank muss es aber bestätigen.Ich habe über Rapid Skrill ausgezahlt und normal war das Geld immer sofort oben.Jetzt warte ich bis Montag mal ab.

Unfortunately I was mistaken and in the chat I was suddenly informed that the transfer had been approved by the finance department but that it was in progress because the verification was not correct. Yes, it was clearly the Kosmonaut Casino. Please urgent Help

Leider habe ich mich getäuscht und im Chat wurde mir jetzt plötzlich doch mitgeteilt,dass zwar die Überweisung von der Finanzabteilung genehmt ist aber es sich in Progress befinden,da die Überprüfung jetzt doch nicht passt.Ja es war eindeutig das Kosmonaut Casino.Bitte um dringende Hilfe

I do apologize, but you haven't answered any of my previous questions.

• Have you received details about the specific issue causing difficulty in verifying your account?
• Can you confirm whether the complaint you submitted pertains to the correct casino, as you initially mentioned Kosmocasino in your first comment?

Thank you.

You can close the case

Man kann den Fall schließen

Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you. 

Dear HOZZ1210,

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.

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.