CosmicSlot Casino - Pelaajaa syytetään ehtojen rikkomisesta.

I played on their site for a while. I made a few deposits and withdrawals. I only played blackjack and never used a bonus. After a while the casino contacted me and told me that I was breaking their rules, which I don't think is the case.

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Hello,

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.

• Do you currently have access to your casino account?
• Could you please clarify the dispute value (€2,230)? Did the casino confiscate this amount?
• Did the casino specify the rule they believe you breached?

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

Best regards,

Kristina

I don't have access to my casino account.

Yes, the dispute amount is 2230 euro.

Yes they said that:

2.4.9, which prohibits players from using any techniques or methods to gain an unfair advantage;

9.2, which allows for account deactivation and forfeiture of balance in case of unfair gameplay patterns;

9.3, which enables the casino to block an account and forfeit all balances in the event of dishonest or improper activity.

Due to violations of the project rules, your balance is canceled, and your account is closed.

Thanks in advance.

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Could you please clarify whether you indeed used the strategy known as Wonging?

I don't use any strategy, i don't know what is "Wonging"

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello yanitsalazarova90031,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite CosmicSlot Casino to join the conversation.

Dear CosmicSlot Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me via email at michal.k@casino.guru

Dear Michal,

All necessary materials have been sent to your email address.

Best regards, the CosmicSlot team

Dear CosmicSlot team,

Thank you for your email. I have replied with some further questions and I look forward to your response.

Dear Michal,

Additional materials have been sent to your email address.

Best regards, the CosmicSlot team

Thank you for your emails with the information and evidence, CosmicSlot Casino Team.

Dear yanitsalazarova90031,

Upon examining all the information and evidence I have received from the casino team, including your game log, it is clear that your specific patterns of play significantly deviate from standard recreational behaviour. In fact, they correspond with strategies or behaviour – game manipulation – that are considered unacceptable in the vast majority of online casinos, and as you have been informed by the casino team. Additionally, identical or remarkably similar gameplay patterns have been noted in your other case that has been rejected for the same reason; thus, your "issues" cannot merely be regarded as a coincidence.

As an independent party, we have thoroughly reviewed all the information and evidence provided. Based on our assessment, the casino team’s actions were consistent with its established rules, which you agreed to upon creating your account.

Accordingly, we will now proceed to close this case as Unjustified, as a violation of the casino’s rules has been confirmed. I strongly recommend that you take some time to read, understand, and most importantly, follow the casino’s terms and conditions to avoid similar situations in the future.

Best regards,

Michal

Casino Guru