The player had accused Kosmonaut Casino of repeatedly breaching player protection and terms of service. Despite multiple requests for self-exclusion, the casino continued to allow deposits. While the player had received 294 Euros, there were still 958 Euros pending. The player claimed his account was verified and he had requested for self-exclusion due to gambling addiction, however, the casino denied these claims. We had requested evidence of his communication with the casino regarding his gambling issues, but no such evidence was provided. As a result, we were unable to further investigate the matter and had to reject the complaint.
Kosmonaut Casino - Player’s request for self-exclusion ignored and pending payment.
Amount: €958
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
5 months ago
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7 months ago
Translation
The Kosmonaut Casino has repeatedly violated player protection and the terms and conditions. I requested a self-exclusion indefinitely multiple times, but this was continually opened without adhering to any timeline. They kept letting me deposit when they should have been protecting me. Currently, they have paid me 294 Euros. There is still a remaining 958 Euros. I only noticed the other transactions much later. I ask for help. I strongly advise against featuring this casino in your ranking list. I have all the evidence as screenshots of the chat history and even evidence videos of being cheated at live roulette in the Kosmonaut Casino. They are not continuing to pay me the remaining amount or the refund in full!
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7 months ago
Hello phein67,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Kosmonaut Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? When did you request for self-exclusion for the first time? What reason did you give the casino for the exclusion? Did you ever mention gambling addiction or issues to them? How many times and in what sums did you deposit there since your first request? Is your account currently still open?
Looking forward to your answer.
Regards,
Nick
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7 months ago
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Last year, since November around 2007, my account has been fully verified. Last year I requested that the account be closed forever and I also set up self-exclusion for 1 year. My account was opened within minutes of my request. I have told them about my gambling addiction several times. Last year too, an amount of 288 euros and an amount of 670 euros are still to be refunded to me. Most of the time, it was always 100 euros deposits. Last year I deposited 288 euros once and 670 euros. I am asking for help and to lower the ranking of this casino!
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6 months ago
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Dear Casinoguru team, is there any news about my refund?
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6 months ago
The Kosmonaut Casino team reporting that the player is providing false information in order to get money.
After the last block, the player asked Kosmonaut Casino Support to unblock his account.
Some time later, after the account was unblocked, the player filed a complaint with the report, stating that he had a gambling problem. His complaint was reviewed and the player was suspended in accordance with the terms of the license. Players account was block.
Up until that point, the player had never reported a gambling problem.
The player behaved unethically in his dealings with the casino, extorting money and regularly threatening to complain.
We would like to reiterate that this complaint is unfounded.
All relevant information has been provided to the CasinoGuru administrators.
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6 months ago
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I expected nothing less from Kosmonaut Casino. I have endless screenshots. I can prove that you have violated player protection several times. How brazen that is, and what means are used here. Casinoguru cannot have any of my evidence and transactions!
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6 months ago
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Just the way the manager Andy responded to my emails. People are making fun of others and violating player protection on multiple occasions. Dear Casinoguru team, you are welcome to ask for more information. No problem
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6 months ago
Hello phein67,
Please forward the first evidence of you mentioning gambling addiction to the casino and specify the exact date of you being excluded from the casino to nikolas.b@casino.guru.
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6 months ago
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The casino continues to ignore me when I try to contact them.
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6 months ago
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The Kosmonaut Casino should finally pay my remaining sum of 958 euros!
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6 months ago
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Is there any news regarding my remaining refund? Best regards
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6 months ago
Hello phein67,
I've reviewed your e-mails but I could not find any mention of gambling issues or addiction therefore your account could not be excluded and it was simply blocked. The block can be removed anytime by simply requesting the casino support to do it.
Please keep in mind that self-exclusion servers against gambling addiction and unless you specifically mention it, the casino is not obligate to exclude you or refund anything if you did deposit.
Is there anything else we could assist you with?
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6 months ago
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This has to be a joke, right? First of all, the casino has to wait 7 days after the self-exclusion before they reopen it. Secondly, I have repeatedly requested that they close it permanently and have also set the self-exclusion myself several times for 1 year!!! Why then are there other casinos in the Dama NV group that implement this? I asked the support staff Helen and Peter weeks and months ago to close the account permanently and for good!! Why does the chat always end immediately without a response?? That's suspicious of Kosmonaut Casino, isn't it?? Then why did they pay me out the small sum of 294 euros??? Which was by no means everything. You will also receive a negative rating from me on Trustpilot, you can count on that!! This has to be a joke. All the emails from the manager Andy, have a nice day, his answer!!! That just shows what kind of rip-off artists they are!!
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6 months ago
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Please lower the ranking of this fraud gang or remove the casino from your list!!
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6 months ago
Hello phein67,
Unfortunately, if there is no evidence of specifically mentioning gambling addiction or problems (which serves for self-exclusion), we will be forced to reject the complaint. Please if you do have it, forward it within the next 7 days to nikolas.b@casino.guru.
