Kosmonaut Casino - Player’s account was blocked.

Hello, I made a deposit in this casino, then I lost then another deposit and I also won, played again and decided to make a withdrawal, sent all the documents for verification and they blocked me without explaining the reasons, support says that I violated paragraph 3, but what am I doing there I don’t understand, please return my winnings since I didn’t violate anything

Dear danilkoltsov47,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

According to paragraph 3 of the casino’s terms and conditions, https://www.kosmonautcasino.com/terms-and-conditions players under 18 years old and players from some jurisdictions are not allowed in the casino.

"Players intending to create Player Account guarantees that they do not have place of inhabit in any of following countries ("Restricted Countries"): Belgium, Czech Republic, Greece, United States of America, United Kingdom, Spain, Poland, France and its overseas territories (Guadeloupe, Martinique, French Guiana, Réunion, Mayotte, St. Martin, French Polynesia, Wallis and Futuna, New Caledonia), Netherlands, Israel, Lithuania, Republic of Serbia, Gibraltar, Jersey, Syrian Arab Republic, Democratic People's Republic of Korea, Islamic Republic of Iran, Cuba and Curacao."

Could you please advise if you are 18 years or above and if you reside in restricted jurisdiction or not?

Thank you in advance for your reply.

Best regards,

Tomas

I'm even older, 31, my country is Russia, it's not on the list of banned countries, played without vpn, they have a mirror for russia

Thanks danilkoltsov47,

Could you advise which documents you submitted to the casino for verification? Were any of them accepted? Which country was on the documents you submitted to the casino? I'll look forward to your reply.

thanks for the help. passport, residence permit, selfie with passport, LTC screenshot, registration passport and ltc screenshot accepted immediately, asked to take another photo with passport sent, Russia is indicated in the documents and the casino itself, everything was filled in in accordance with my documents

Before we contact the casino, is there any relevant communication between you and the casino you might share? Please forward it to tomas@casino.guru

there is no special connection, they don’t give me any information, they only mentioned paragraph 3 once, they write, wait for the letter and that’s it.

Dear danilkoltsov47,

Could you advise if your wins were accumulated with bonus money or not?

hello Tomas, no bonuses, help me figure it out, I really don’t understand why I was blocked

there was a bonus on the first deposit, but it was lost, it's like the fifth deposit

Thank you very much, danilkoltsov47, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Thank you, I really hope that this issue will be resolved in the near future, I have not received any information from the casino, it is sad to understand that winning at the casino is not a victory, but only half still needs to be received somehow

Tomas help me please, the casino is completely ignoring me, almost 2 weeks have passed and they didn’t even say why they blocked it, it’s just cheating players. I have not received any messages from the casino, they completely ignore me

Hi danilkoltsov47,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Kosmonaut Casino to join this conversation and share more information regarding the case. Can you please explain in more detail why the player's account has been blocked?

Looking forward to hearing from you!

Best regards,

Tomas

hello Tomas, please tell me there is information from the casino?

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello dear player and Tomas!

We immediately contacted the casino managers and they quickly checked the player, there was a mistake by the support team, they thought that Russia is in the list of restricted countries, their Team Lead is already finding out what led to this.

All funds were credited to the player's balance, apologies from the whole team Kosmonaut Casino for the inconvenience!

Hello Tomas and Kosmonaut

Account unlocked, waiting for withdrawal confirmation

The casino paid out the winnings in full, please close

Many thanks to CasinoGuru, thank you Tomas

Dear danilkoltsov47,

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,

Tomas