Cosmobet Casino - Pelaaja kiistää varojen epäreilun käsittelyn.

hello i would like to make a dispute as my funds were taken unfairly, i used up 2 welcome bonuses and lost all funds, on my third deposit the page would not let me cancel the second bonus, so i contacted support to cancel the second bonus and activate the third welcome bonus, which i was informed that i could not get the third bonus because i received other bonus funds from another website from the same operatpr company, so i asked the agent to cancel my second bonus so i can play my third deposit as cash without any bonus, which would have to be wagered 1x to be able to withdraw any funds. So i continued to play my third deposit as cash without any bonus, and i won the disputed funds, which cannot be used towards the last wagering requirements because only one deposit is allowed per bonus. after i won i completed the kyc and my funds were gone because they said i did not cancel the second bonus, but the third deposit cannot be used towards the second bonus wagering and i contacted support to cancel the second bonus, and was not given a third bonus so the funds were used as cash without any bonus, this is very unfair and they have cheated me as the third deposit cannot be used towards the second bonus, so it was a cash deposit without any bonus

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear LENZ71,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Cosmobet Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• How long have you been a player at this casino, please?
• Do you have documentation from casino support confirming the cancellation of your bonus? If so, please share it in this thread.

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,

Katarina

Dear LENZ71,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru