The player from Austria, who had won 2,700 Euros at Kosmonaut Casino, had experienced withdrawal issues. Despite having an already verified account, his withdrawal request had been repeatedly denied. His case had been forwarded to the security department for a random check, even though he had insisted he didn't have a second account or unverifiable payment methods. The casino's responses had been inconsistent. However, the player later asked to close the case without confirming if the issue had been resolved. Consequently, we had to reject the complaint due to lack of confirmation from the player.
Kosmonaut Casino - Player faces continuous withdrawal rejections.
Amount: €2,700
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.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
10 months ago
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10 months ago
Translation
Ladies and Gentlemen
Yesterday I won 2700 euros at Kosmocasino. My account had already been verified and I wanted to make a withdrawal. It kept being rejected and I had to upload all my documents again. Then I was suddenly informed that my case was with the security department and is checked by chance. I do NOT have an account and I also pay directly via online banking. I don't have a Skrill account or Nodapay, which I can prove because I do NOT have them. I am always given different information in the chat that it is wrong 12 is done in no time. Then it suddenly says that you will receive further information by post. I now feel really ripped off that they don't want to and don't have to pay out. I did everything correctly, via my bank account, and didn't claim any bonuses etc.
I am in the casino with the email address
ste******* ine@hotmail.com registered.
Ask for urgent help.
Edited by a Casino Guru admin
Automatic translation:
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10 months ago
Dear HOZZ1210,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
- Have you been informed what specifically seems to be a problem in verifying your account?
- Could you please advise if you submitted this complaint about the correct casino as you mentioned in your first comment Kosmocasino?
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,
Petronela
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10 months ago
Translation
Hello, apparently 1500 euros were approved and the bank has to confirm it. I paid out via Rapid Skrill and normally the money was always immediately available. Now I'll wait until Monday.
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10 months ago
Translation
Unfortunately I was mistaken and in the chat I was suddenly informed that the transfer had been approved by the finance department but that it was in progress because the verification was not correct. Yes, it was clearly the Kosmonaut Casino. Please urgent Help
Automatic translation:
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10 months ago
I do apologize, but you haven't answered any of my previous questions.
- Have you received details about the specific issue causing difficulty in verifying your account?
- Can you confirm whether the complaint you submitted pertains to the correct casino, as you initially mentioned Kosmocasino in your first comment?
Thank you.
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10 months ago
Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you.
