Cosmobet Casino - Pelaajan voitot on takavarikoitu.

Won £11,000 noticed a deduction of £11,000 from my CosmoBet account. Upon contacting their support team, I was informed that the deduction was due to an unspecified error. I requested detailed information and evidence regarding this error, but CosmoBet has failed to provide any substantiating documentation or a clear explanation. Nor have the refunded me my winnings

Dear 7m2kwzvx2k,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please forward me the communication between you and the casino regarding the deduction of your winnings?

Did you accumulate your winnings with or without a bonus?

Am I correct in understanding that your winnings were deducted from your account immediately after you won?

What types of games did you play?

Have you made any successful withdrawals from this casino before?

Have you passed the full KYC verification?

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

Best regards

Veronika

Hi Veronica,

yes I will send across the correspondence from casino.

I accumulated winnings without bonus.

My £11,000 winnings were deducted after I raised it with online chat that I did not have option to withdraw. The then blocked me.

i specifically played royal hold and win. I have not been able to withdraw yet I have passed all KYC checks.

Thank you for the screenshots. If I understand correctly, you won while playing "Royal Joker: Hold and Win," but the casino has stated that there was a bug in the game, which led to your winnings being deducted from your account.

Could you please request the casino to send you the entire gaming history in Excel format starting from the day you won £11,000? Additionally, could you forward me the emails from the casino in which they mention the bug in the game's software? Has this issue been investigated by the game provider?

My email address is veronika.f@casino.guru. Thank you for your cooperation.

Hi Veronica

i emailed this across to you

Thank you for your email. I’ve reviewed the gaming history you provided, and it appears that every spin you made was a winning spin. Could you kindly confirm that during the gameplay of Firecoins Hold and Win on 13 February, you did not lose a single bet?

Yes correct I did not lose a single bet. What is the next step! ? Will I get my £11,000 back?

Thank you for confirming that you did not lose any bets during your gameplay. Given that every spin was a winning spin, this certainly raises a red flag about a potential bug in the game. It's unusual for a game to have such a high win rate without any losses, which points to a system error.

Could you please specify what the balance in your account was before you started playing Firecoins Hold and Win? Additionally, has the casino adjusted your balance to match what it was before you began playing this game, or suggested any other form of refund?

Hi Veronica,

Apologies in advance I misread your question. Yes I did have loses throughout but eventually accumulated £11,000.

I believe the balance may have been around £20 but now I am unable to check as apparently cosmobet only account for 20 days of transaction history. They are also quite reluctant in providing any evidence that it was an error. I also find it very bizarre that they only deducted the £11,000 when I stated I was unable to withdraw the money. Please let me know next steps

thanks again

Ps they have also suggest no form of refund at all.

From the screenshots of your gaming history, it appears that from 14:28 onwards, there have been only winning bets, with no losing bets visible. Do you have any screenshots showing the losses?

Also, could you please forward me the entire email thread between you and the casino, starting from February 12, when you requested your account to be closed? You can send it to veronika.f@casino.guru. Thank you for your patience and cooperation.

Hi Veronica,

yes the screenshots I have are for all wins unfortunately I have requested full gaming history however, cosmo bet erase history after 20 days.

I have emailed you across all the correspondence.

thanks

Thank you for your emails. Did you receive a response from the casino to the message requesting your gaming history in Excel format?

No they never response to the point where I ask for the excel format.

what are the next steps?

Thank you very much, 7m2kwzvx2k, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.

Is there a reason you have passed me to your colleague? What are the next steps?

Can I have an update on what next steps will be?

Hello 7m2kwzvx2k,

I'm Michal, and I have taken over your complaint. Your case has been assigned to me for a more thorough investigation. I have reviewed this case, and upon checking the screenshots of your gameplay, it does strongly indicate unusual behaviour of the Firecoins Hold and Win game because I have not yet seen that so many consecutive bets would be only winning bets. I will contact the casino to shed more light on the situation.

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

Dear Cosmobet Casino,

Please forward me the game provider's explanation about the game issue or the relevant team investigation conclusion that confirms that there was a bug in the game as it is indeed very unusual that so many consecutive bets would be winnigs ones. You can send the information to me at michal.k@casino.guru

Additionally, can you please confirm the player's balance prior to participating in the Firecoins Hold and Win game?

I would appreciate it if you would send me the player's complete game log, detailing deposits and bonuses for the previous couple of days, up until the issue with the game was detected and the balance was corrected.

Thank you for your timely response.

Dear Michal,

According to this case, I have already sent you all the information to your email. Please check it, and if you need any additional information, feel free to write to me.

Best regards.

Hi Cosmobet

Are you able to send me the above as I too have been requesting this for weeks now!

thanks

Dear Cosmobet Casino,

Thank you for your email with the information and evidence.

Dear 7m2kwzvx2k,

After gathering all the necessary information and evidence, it was proven that the game Firecoins Hold and Win indeed encountered a bug or a technical glitch. After reviewing your game log for the whole day, you have placed over 140 bets in this game consecutively, all of which were winning, which would not have been possible should the game have functioned normally. Although I understand that, from your point of view, you thought that you just hit a winning streak, unfortunately, this was caused by a bug or a technical glitch in the game.

After the casino team reviewed your gameplay and noticed the error, your balance was rightfully corrected to the prior state, which was a free spin win of 2.15 GBP.

I can imagine that this conclusion is not what you had hoped for, but the casino's actions were in accordance with the rules, as you have been previously informed.

This being said, I will now proceed to close this case as rejected.

I'm sorry for not being able to assist you further in this matter. Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to assist you.

Best regards,

Michal

Casino Guru