HomeComplaintsKosmonaut Casino - Player’s winnings have been capped.

Kosmonaut Casino - Player’s winnings have been capped.

Amount: €209

Kosmonaut Casino
Safety Index:High
Submitted: 20 Feb 2023 | Case closed : 16 Mar 2023
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

1 year ago

The player from Germany had his winnings capped as if they’d been generated from Free Spins solely. After a closer examination, we ended up rejecting this complaint as the disputed amount was from a Free spins bonus that had a maximum winnings cap, and the casino was right in this case. The player has been paid all the other eligible winnings

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1 year ago
Translation

My balance of 208.38 euros was deleted during the game. It was justified by the chat support with bonus rules.

I have on 19.02. used my 2nd welcome bonus and deposited 100 euros. I have therefore received 150 euros and 30 free spins.

With the 30 free spins I won less than 10 euros.

While playing, the balance grew to over 200 euros and suddenly it was deleted except for less euros. It is the deposit day and the bonus has not expired.

The justification of the chat support is that you can win a maximum of 20 euros with bonus spins. I only won a few euros here and won most of it from my deposit bonus.

I therefore ask that the 208.38 euros be credited back to me.


Facts:

Deposit 100 euros with Welcome Bonus 2 (50% + 30 Freespins) on 02/19/2022


With the 1st deposit bonus (100% + free spins/deposit 80 euros) I used the free spins in the same way, won 180 euros and was able to withdraw 250 euros.


Answer from support:

"Dear J****S!

The amount of EUR 208.38 has been written off at the end of the redemption process, as the maximum winnings on the bonus spins is EUR 20. I also recommend you to read the General Bonus Terms (Points 3 and 4). If you have any further questions about this case, please contact us at contant@kosmonautcasino.com .

Sincerely,

Cosmonaut Casino Support Team."

Edited by a Casino Guru admin
Automatic translation:
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1 year ago

Dear joergschuirmann,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving this issue, but, before we do so, could you please forward your game history to petronela.k@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,

Petronela

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1 year ago

Ich habe eine neue Antwort vom Casino erhalten auf die ich selber nochmals geantwortet habe:

" Sorry, but this are not the rules.

If that were the case, it would be impossible to make a profit with an active bonus.


General Bonus terms:

3. ..... Also, you start playing for real money first, then for bonus money, _and as soon as bonus money is lost, the bonus also gets lost._

4. When using an activated bonus, the real money from the player's account is wagered first and only then the bonus money.


I had 100 euros of my own money and 50 euros in bonus. The money went up, not down, so I can't have lost a bonus (clause 3). In addition, I only had a bonus of 50 euros, so why am I being deducted 208 euros?


Am 20.02.2023 um 13:32 schrieb Kosmonaut Casino Support:     

"Dear Joerg,

the money was removed in accordance with the rules of maximum winnings.

Clause 3 and 4 of the General Bonus Terms. You have lost your own money, then wagered free spins, after that the winnings were automatically cut off.

Sincerely,

Kosmonaut Casino Support Team. "


"  We’re sorry you're upset, but those are the rules, if there's anything else I can do for you, please contact us."


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1 year ago

Thank you, joergschuirmann, for the update. Could you please if you requested your game history already? If yes, please forward it to petronela.k@casino.guru.

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1 year ago
Translation

Thanks very much.

I have just requested the game history and will forward it as soon as I receive it.

Automatic translation:
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1 year ago

I requested game history and got the following response:


"    Peter

  Thu, 02/23/23 9:37 am

   Hello!

We are sorry to hear that the experience you had with us wasn't enjoyable for you.

The administration of the casino decided to continue our conversation on Casino Guru. We will answear you there.

Best regards! "


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1 year ago

Thank you very much, joergschuirmann, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

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1 year ago

Hello joergschuirmann,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I want to double-check a few things.

Did you gain your winnings with the "normal" deposit bonus or with free spins? When you finished wagering the free spins, were the winnings credited to your bonus balance or your real money balance?

I will contact the casino to see if I can help.

We would like to invite Kosmonaut Casino to join the conversation.

Dear Kosmonaut Casino,

Can you please forward me the player's game log to check how the player gained the disputed winnings? You can send it to me at michal.k@casino.guru

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1 year ago
Translation

Hello Michael,

it was the 2nd deposit bonus with 50% and 30 freespins with a deposit of 100 euros. With the free spins I won less than 10 euros. From the approx. 160 euros I now have an account balance of over 300 euros. When my account balance was around 220 euros, 208 euros were suddenly deducted from me. My account balance was always shown as real money, it just wasn't available for withdrawal because the required turnover hadn't been reached yet.

With the first deposit bonus, I played the same way with the bonus and the free spins and was able to pay out 250 euros.

Automatic translation:
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1 year ago

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.

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1 year ago

Hello, dear Michal!


As far as we know, our managers from the casino side have sent you all the necessary information on player activity, have you checked it?

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1 year ago

Thank you for the response and the evidence, Kosmonaut Casino.


Dear joergschuirmann,

I have received your full game log from the casino and it is quite long, so it took me a while to get along with it.

Anyway, I've found that the winnings from your second deposit bonus were mainly from the free spins and not from the "normal" play as from the first deposit bonus. The withdrawal you successfully received from the first deposit bonus was made while you played with the second deposit bonus and it was clearly visible in your balance. You did gain some winnings from your second deposit bonus (not free spins), but the main part of your overall winnings from the second deposit bonus and free spins was from the free spins, and sadly as the maximum winnings from the free spins is "only" €50 the casino has just acted according to their bonus T&Cs. I believe the deduction was made once the wagering requirements for the second deposit bonus has been fulfilled.

Unfortunately, after gathering all the necessary information we are forced to agree with the casino's actions as it just followed its bonus T&Cs.

I can only recommend that you read the bonus T&Cs thoroughly before you activate any bonuses and make sure to follow all the rules to avoid disappointments like this. 

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1 year ago
Translation

Hello Michael,

Thank you for the feedback. Unfortunately, it is never clear to the player where their winnings come from. Since I only won a few euros during the free spins, it is difficult for me to imagine and understand that the winnings result from this.

But thanks for checking.


Greetings Jörg

Automatic translation:
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1 year ago

Dear joergschuirmann,

Yes, I can agree with you that the casinos could make these things more clear, or to display the game history in the player's accounts so the players can check their own gameplay, but I know from experience that it is not always possible. I recommend getting in touch with support to double-check any information you are unsure about, such as bonus play winnings or other details.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.


Best regards,

Michal

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