CosmicSlot Casino - Pelaajan voitot on takavarikoitu.

Dear Casino Guru Team,

I am writing to ask for your support regarding an issue I experienced with Cosmic Casino.

I made a deposit and was awarded free spins. From these, I won €72, which came with a wagering requirement of 30x. I completed the requirement in full, and at the end my balance was around €1,600.

However, the casino suddenly removed €1,550 from my balance, leaving me with only €50, without providing any clear explanation or valid justification.

I believe this practice is unfair, and I kindly ask for your assistance in mediating this dispute or guiding me on how to protect my rights. I can provide screenshots and any additional evidence to support my case.

Thank you very much for your attention and for the service you provide..

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with CosmicSlot Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Were you awarded the spins only after you played down your real money deposit? Or was the bonus awarded as a deposit bonus?
• Have you contacted casino support and asked for an explanation? What response have you received?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

Good morning Tomas,

I received the spins as a deposit bonus. I attempted to contact support for clarification, but the chat was currently unavailable and I couldn't get a response.

Thanks in advance for your support.

Best regards.

Buongiorno Tomas,

ho ricevuto gli spin come bonus sul deposito. Ho tentato di contattare l’assistenza per avere chiarimenti, ma al momento la chat non era disponibile e non ho potuto ricevere risposte.

Grazie in anticipo per il supporto.

Cordiali saluti.

Thanks for the clarification.

• Were you able to reach casino support and ask for assistance? With what result?
• Could you please share a screenshot or a link to the bonus you accepted and played?
• Share the information here or send it to my email at tomas@casino.guru

Looking forward to your reply.

Hi Tomas. Here's the screenshot. The casino tells me the maximum withdrawable amount is €50. There's nothing about this on their website.

Ciao Tomas. Ecco lo screenshot.. Il casino mi dice che il massimo prelevabile è 50 euro. Sul loro sito non ce scritto nulla a riguardo.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.

Dear omarfalasca,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from CosmicSlot Casino to join this conversation and assist in addressing the complaint.

Dear CosmicSlot Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear Omar,

According to rule No. 12 in the Bonus T&C section, the maximum withdrawal amount from FreeSpins is 100 euros.

Your winnings from free spins amounted to 72 euros, which were credited to your bonus balance. After wagering the bonus balance, 100 euros remained in accordance with the bonus terms and conditions.

Next time, we kindly ask you to contact our support for your convenience. They will always be happy to help you.

We look forward to seeing you back in our Cosmic Team!

Dear Cosmic Slot

This rule doesn't exist in the Italian version, and I know you've already handled complaints identical to mine differently. I therefore ask you to apply the same criteria to my case. Furthermore, the free spins were a deposit bonus.

Caro Cosmic Slot

nella versione italiana questa regola non esiste e so che avete già trattato reclami identici al mio in modo differente. Vi chiedo quindi di applicare lo stesso criterio anche al mio caso. Inoltre i free spin erano un bonus sul deposito

Dear CosmicSlot Casino Team,

Thank you for your response and for the information provided.

To ensure accuracy on our end, could you kindly share the player's detailed game log related to the Free Spins winnings? This will allow us to verify the transaction history and confirm the information.

We appreciate your assistance and look forward to your reply.

Dear Omar, 

We kindly ask you to pay attention to Bonus T&C, rule №12: 

https://cosmicslot4.cc/it/page/bonus-terms

Dear Casino Guru, Dear Cosmic Casino

I would like to clarify that the initial €72 was obtained from free spins, but the subsequent €1,600 are winnings generated by playing with that balance, so they are not direct winnings from free spins.

Consequently, the rule limiting withdrawals to €100 cannot be applied, since this limit applies only to winnings resulting directly from free spins, not to subsequent winnings obtained with converted balance.

I therefore ask you to reconsider your decision and allow the withdrawal of the full amount, as it was legitimately generated during the game with an actual balance.

Caro Casino Guru, Caro casino Cosmic

desidero chiarire che i 72 € iniziali sono stati ottenuti dai free spin, ma i 1.600 € successivi sono vincite generate giocando con quel saldo, quindi non sono vincite dirette da free spin.

Di conseguenza, la regola che limita il prelievo a 100 € non può essere applicata, poiché tale limite vale esclusivamente per le vincite derivanti direttamente dai giri gratuiti, non per le vincite successive ottenute con saldo convertito.

Vi chiedo quindi di rivedere la decisione e di consentire il prelievo dell’importo totale, in quanto generato legittimamente nel corso del gioco con saldo effettivo.

Dear omarfalasca,

Thank you for your response and the information you have provided. Please note that the €72 winnings from the free spins are subject to wagering requirements that must be fulfilled before withdrawal.

To help us further investigate, do you happen to recall what your account balance was after completing the wagering associated with those free spin winnings?

Dear CosmicSlot Casino,

It’s possible that my previous message was missed, so I would like to kindly repeat the request.

To ensure accuracy on our side, could you please provide a detailed game log for the player in relation to the free spins winnings? This will allow us to review the transaction history thoroughly and verify the relevant information.

We appreciate your cooperation and look forward to your prompt response.

Upon meeting the wagering requirements, the balance was approximately 1600 and automatically increased to 50 euros.

Al momento del soddisfacimento dei requisiti di scommessa il saldo Era di circa 1600 e' passato automaticamente a 50 euro.

Dear Stefan,

Could you please tell which email address we can send the required materials to?

Dear CosmicSlot Casino,

Please send the requested evidence to my email address at stefan.m@casino.guru. Kindly inform me once the email has been sent so that I can confirm its receipt.

I appreciate your cooperation and look forward to your response.

Dear Stefan,

The letter has been sent. If you need any further information, please let us know.

Dear omarfalasca,

I have reviewed the evidence provided by the casino and would like to summarize my findings. You received a free spins bonus following a real-money deposit of 190€ and won €72.97 from those free spins, which were subject to a 30x wagering requirement. You successfully completed the wagering, and your winnings were capped at €100, as stated in the casino’s bonus terms and conditions:

"12. The maximum withdrawal amount from Free Spins is €100."

Could you please clarify what happened to your €190 deposit that triggered the free spins bonus?

I look forward to your response.

Dear omarfalasca,

Thank you for your message and for providing additional clarification regarding your case.

Please note that it is standard practice within the industry for bonus winnings to be capped once the wagering requirements have been met. Based on this standard, we believe you were eligible to receive a maximum of €100 in this instance.

After reviewing the evidence, it appears that the casino credited you with €100 rather than €50. Therefore, in light of these findings, we must conclude that the casino has acted in accordance with the applicable terms and conditions.

For the reasons outlined above, this complaint will now be closed as rejected. We appreciate your understanding and regret that we could not be of further assistance on this occasion.

Please do not hesitate to contact us again should you encounter any issues with this or any other casino in the future.

Kind regards,

Stefan

Casino.Guru