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Hi cosmobet.com can you please advise why you were requested to close the account of someone who advised clearly that they had a gambling issue and yet did not action this for over two weeks despite 3 further emails asking you to close the account to prevent further harm. Yet your compliance team insists you acting in a timely manner. Would you consider two weeks to action a closure request while being advised of gambling addiction and the financial damage caused by not actioning the request as a timely manner ?
Hello,
Thank you for your comment.
Responsible gambling is one of our highest priorities, and we take all requests related to gambling harm or self-exclusion very seriously.
There are different types of account restrictions, including temporary cooling-off periods and permanent self-exclusion, each of which follows its own procedures. When a player informs us that they are experiencing gambling-related harm and requests self-exclusion, such requests are handled in accordance with our Responsible Gambling policy and licensing requirements.
As we are unable to identify your account based on this comment or discuss individual account details publicly, we kindly ask you to contact our Support team at support@cosmobet.com and provide your username or registered email address. If your comment relates to a specific case, we will be happy to review it thoroughly and investigate the timeline of the actions taken.
As a licensed operator, we are committed to responsible gambling and will investigate any concerns raised by our players.
Thank you for your swift reply. This matter has indeed been raised to you customer service and compliance team who have advised that they acted swiftly to close the account. My question is though would you or your license provider consider nearly two weeks and over £600 in further deposits being taken as acting swiftly ? Your team were made aware of the closure request on the 20th July yet the account was still active on the 30th July. It took a further 3 emails to finally have the account closed. I would hope as you say you are committed to responsible gambling and follow license requirement that a full refund of all deposits made since the account closure requests would be forthcoming. I am happy to discuss this again but I would appreciate a full conclusion to this if for no other reason than to reassure the wider community that you do in deed take responsible gambling seriously and protect vulnerable players on your site. I look forward to your feedback . And clarification on what your account closure request once advised of gambling issues is including the timeline for account closure and measures in place of this is not met.
thank you
Hello,
Thank you for your detailed response.
We understand the seriousness of the concerns you have raised. Responsible Gambling is a core part of our operations, and any request relating to self-exclusion or gambling-related harm is treated with the utmost importance and handled in accordance with our internal procedures and applicable licensing requirements.
As this is a public forum, we are unable to discuss or verify the details of any specific account, including the timing of communications, actions taken, or any potential remedies.
If you believe your case has not been fully resolved, we invite you to continue the discussion directly with our Compliance and Support teams by providing your account details (username or registered email address). This will allow us to review the complete communication history and ensure that all relevant facts are taken into account before reaching any final conclusion.
If, following that review, any further action is deemed appropriate, it will be considered in accordance with our policies and regulatory obligations.
We appreciate your feedback and understand your concerns. Protecting vulnerable players is something we take very seriously, and we remain committed to reviewing all Responsible Gambling matters carefully and fairly.
Thank you I will contact the team again and advise them you have asked me to contact them again and will update the post accordingly when I have their response. Kind regards
Thank you for your response.
We appreciate your willingness to continue the discussion directly with our team. Once we receive your information, we will review the matter carefully and respond accordingly.
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An initiative we launched with the goal to create a global self-exclusion system, which will allow vulnerable players to block their access to all online gambling opportunities.
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