The Austrian player is subject to a fraud check by the casino during verification. The issue has been resolved successfully.
Kosmonaut Casino - Casino is non-responsive during player's verification process.
Amount: €1,414
Kosmonaut Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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10 months ago
Translation
The casino doesn't respond to any queries and only tells me that they are running a fraud check as a response to my verification process. Unfortunately I don't get any feedback at all. Due to Casino Guru's security check I opened an account with Kosmonaut here. This recommendation is now incorrect.
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10 months ago
Dear burtscher.wolfgang,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.
Please understand none of the serious and licensed casinos takes KYC verification lightly and it might take a few working days to complete this thorough process.
Could you please clarify whether the casino accused you of breaking any terms&conditions or if they informed you about a routine check of your gameplay? Was your account restricted? Could you please indicate when the verification process of your account began?
If there is any communication you received from the casino that is relevant to the issue please send it to my email at tomas@casino.guru
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Tomas
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10 months ago
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Hello Tomas! The verification process was initiated on July 8th, 2023. So far I haven't received any messages from the casino. I can't reach anyone on the chat either. What options do I have now to get my money? I am very grateful for a support. Greetings Wolfgang
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10 months ago
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Verification and withdrawal still not done! I didn't play with any bonus! It can't be because of that. I don't even get an answer! Who can I contact about this?
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10 months ago
Thanks for your reply.
Could you please send me the communication from the casino where they inform you about the check for your account?
Could you please list which documents you sent so far to the casino as part of the verification process?
Thanks in advance for your reply.
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10 months ago
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Hello Tomas!
I submitted the following documents to the casino:
-Copy of passport
-Copy of credit card front (deposit card)
-Copy of credit card back (deposit card)
-Proof of address electricity bill
-Proof of address Internet connection bill (1 month old)
In the chat I was written that the department did not have time and it is not being processed. I don't know of any casino where it takes that long.
Thanks a lot for the response!
Wolfgang ****
Edited by a Casino Guru admin
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9 months ago
Thank you very much, burtscher.wolfgang, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.
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9 months ago
Hello there,
Thank you burtscher.wolfgang for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Kosmonaut Casino for their help in resolving this complaint. We would like to know why is the verification process taking as long as it is and if we can do anything to help make it quicker.
Thank you!
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9 months ago
Hello dear player and Casino Guru Team!
The player goes through the process of checking the anti-fraud team as he has a match in several parameters with fraud player in our online casino, this procedure is strictly for safety, so it takes time!
There will be a decision on this player this week as we know. After a full check by anti-fraud team, the player can freely play and request withdrawals.
Best regards,
Kosmonaut Casino
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9 months ago
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Many thanks for the answer. I can't imagine being on a cheating list. I personally think it's an excuse. Carrying out such a test for 16 days contradicts all logic. Hopefully my guess matches yours. The casino advertises a payout of up to EUR 1500.00 without verification. I hope that the rating and the recommendation on Casino-Guru will be adjusted accordingly.
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9 months ago
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Update: today my requested withdrawal was canceled without any reason given. This was in processing status since July 11, 2023
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9 months ago
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Update: I have now asked the casino again. I got the answer that my bank rejected the transfer. Unfortunately, my credit card company never received an instruction. Therefore, I have now requested a bank transfer from the casino. See if this is now possible with the IBAN. I will keep you updated.
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9 months ago
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The case has now been solved. The money has been paid out. Thanks Casino Guru
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9 months ago
Dear burtscher.wolfgang,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Peter
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