Cosmo Casino - general discussion (page 2)

I am really very happy with Casino Rewards, I have played at different times (years) in different casinos of the group, now in luxury, it is true that by opening different accounts and their loyalty system is integrated there have been problems at times by the different users, call yourself the ID code or enter with my email or user name... but live chat 24x7 a1... they solve it.

And if I access a promotion from my email and I don't activate it in the app, they also solve it.

Now, it is difficult to maintain the status, you have to play... And if it is frustrating to go down a level.

But I would say that it is one of the best Casinos.

It is quite complete.

They pay fast and have several payment and withdrawal methods.

I add...

The chat in luxury also translates into Spanish.

I just saw the review you have for that reason my comment.

Hello and thank you for your information.

Do you know you can write your own user review here? 🙂

I have been registered at Cosmos casino since 2017. 2022But today I didn't get my winnings paid out, all documents sent and confirmed to emails, no answer. Chat only works on mobile and in English. Everything explained with services chat wanted to check my account but nothing came up.

Funny pity the casino treats loyal customers so badly.

As I can see in the complaint there should be some update today.

I must say the worst thing the casino can do to any player is ignorance. Let's see what happens next, though.

Hello everyone,

How do you play at Cosmos if players from Germany are not allowed? VPN ? They only have Microgaming (best ever) ? And that doesn't work from Germany, does it?

Hi, as far as I can see, the casino does not accept players from Germany at the moment, so it would not be a good idea to try to get around it by using a VPN, because according to our information they do not support its use. However, I found a list of casinos for you, which might be interesting for you, plus they also include microgaming as you requested. However, the game provider may not be available for all countries, so I recommend that you read the Terms and Conditions or ask the operator. 🙂



Is there anything else you would prefer when choosing a casino ? Do you like any other game providers ? In the context of what is microgaming the best for you ? Let us know.

Yes, that will also be possible in Germany from 2017, but I don't know if it will still be possible in 2023

Hello, I won something at cosmo Casino after such a long time, but my winnings have been in the payout list for over 48 hours, but it hasn't been processed. Can someone please help me?

Hello there.

I can understand that you are a bit frustrated, although we allow casinos 14 full days to verify players and process the payment. Cosmo Casino has got a good safety index, as you can see here, what in this case is a positive thing and it could lead us to a good result for you.

Have you already passed the verification? Sometimes this process can take a little bit longer as the casino has to do all the checks needed so the withdrawal can be processed.

Let us know please whenever there is any update.

Of course I'm verified, they told me that my account has a backlog of 84 euros, but they didn't process my withdrawal, but isn't that true? I checked my bank account and there was no refund, but I still have to pay, of course cosmo casino try always that I cancel my winnings and continue playing and lose! That's their way (very cheap) now I have to wait another 48 hours for my payout... If you find something again after 48 hours

You know what? I would ask your bank whether there is a pending chargeback operation reserved in the system. This is the least you can do. I would certainly try that. Then, you can present the official response to the casino.

How bad could that be?

Thank you 🙏, I don't need to ask the bank, everything can be seen in the account statements, cosmo Casino always tries to get me to cancel my winnings and continue playing, now I'm waiting for them to pay me out

I see...it was just a thought. 🙁 I'm sorry to say that; it seems you should complain instead. There is little else to come up with. Are you familiar with the process?

This guide focused on complaints might help. I'll be here if you have questions, ok?

I think sometimes getting informed is not a bad idea but whatever you think. 

However, the way you write it makes me think that it didn't happen for the first time, so how is it, have you had a similar experience in this casino ? I would also like to add that a few days is not a disaster yet, so we will see how the whole thing will turn out.

Be sure to keep me updated with more information, because if there are issues and the casino doesn't pay you out after 14 days, our team will try to help you. 🙂

Thank you very much 😊

Hello, I've been trying to get a statement of my deposits at Cosmo Casino at least once a month for half a year since I registered, but I just don't get a response from support or anything like that. Although the casino is obliged according to the GDPR to send me such an extract upon request. When I look in my casino account I only see it for 1 year, but I want it from the last 5-6 years. What else can you do to get information?

Hello there. Sorry to hear that the casino support is not responding to your requests. Unfortunately we won't be in any help with this kind of issue. Have you tried to contact them thru live chat and by email as well? They should give you this kind of information, as you said, and also inform you, if there was some kind of change in the casino, let's say, and therefore they do not have any older list of this kind.🤷‍♀️

Thanks for the reply. I haven't received any emails about my issue yet, the only thing I get from them is what new games or bonuses there are. Then I will probably have to continue looking for how to get a statement from my account, which is very important for me. The last resort would be to hire a lawyer, which I actually want to avoid.

I realize that you want to have as little trouble with this as possible and you would prefer to resolve it all smoothly. As Romi wrote, in this case the casino itself will have to provide you with such information, but I'm not sure if they keep such documents for 5-6 years. It might be a good idea to ask. 

Also, as suggested, the most sensible thing to do would be to write an email and explain your situation and hopefully the casino will write you back and tell you whether or not they can provide you with something like that. 

Would you try it ? 

Yes, of course I would try it one last time. Normally such documents should be kept as evidence for 10 years.