The player from Australia has been unable to collect winnings, due to a discrepancy in the perceived maximum win from a bonus. It came to light that the player had received a different bonus to the one advertised on the casino website for the 3rd deposit. This bonus was subject to different terms, including a maximum win rule, but the terms were only available to the player upon asking for them via live chat. Additionally, the rules for the deposit bonus the player thought they had received were not clearly written regarding the maximum win rule. We decided that the player should receive their winnings in full in this case, but as the casino wished to maintain their position the complaint was closed as 'unresolved'. The Casino later asked for the complaint to be reopened, and stated that they were awaiting the decision of the regulator. In accordance with the decision, the casino restored the player's balance to them. The player was able to withdraw their winnings and the complaint was resolved.
Kosmonaut Casino - Player's winnings have been reduced.
Amount: A$5,500
Kosmonaut Casino
Safety Index:HighCase closed
RESOLVED
Case summary
Refused to approve my winnings have kept to all conditions and they said there is no max win
Dear Gothic_Academia,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Kosmonaut Casino.
First, let me emphasize that unfortunately, the screenshots you submitted are not legible because they are too low resolution.
Please allow me to ask you a few questions, so I can better understand the situation.
Do I understand correctly your winnings were capped due to a maximum bet rule?
How much were your winnings from the bonus and how much were your winnings reduced?
Please try to submit the screenshots again here, or send me the information about the situation on my email at tomas@casino.guru
Kindly include the information about how you were informed about the rules of the bonus initially.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Hi, yes i do see that is the case i have clear ones for you now so sorry about this and as
You can see they have changed the rules right after I wager my bonus and i had said to them why was my 5.5k taken away from me when infact that when i won this was when I was wagering for the third Deposit bonus i kept to the t&c once wager was completed i withdrew my winnings so my rights i am in the right to Receive all my winnings not $450 this 450 is the bonus amount of up to the deposit not a max win so weird i looked at other bonuses first Deposit and the rules aren't on there let me show you what i mean
Okay, so max win for this game I won is
But total amount is 5,5k let me share screenshot
The max bet is 7.50 AUD bet while wagering bet i did here and other games were $4 some other games $3 & $5 let me share the
Screenshots
I'm so sorry. that everything is everywhere but I'm sure you will see what I'm talking about like there no max win on max bonus match of the Deposit and site if you look under some parts of Each Deposit bonus it's all different I really, hope I'm able to get my winnings that I won and also, i would like to let you know that I was told that im getting a letter but idk what for it's simple they, should do the right thing and pay me what is owe that i won fair and square you know what mean
Hi,
There I would like to have this case closed. due to the fact i found out that there is indeed a max win so i no longer need assistance.
Hi, so I Just Received email from the head of the casino. I feel like I've been blackmail little here I didn't ask for any special bonuses from them i Clearly, asked for just the 3rd Deposit bonus nothing more anyway, here is the convo I would like to say they only sent me the $451 I read there T&C say's this third 100% welcome bonus but no more then $450 I tho for this you would be able to Deposit anymore then $450 as it would go over the 100% this casino is so confusing I've never ever in my whole time in Gambling over the 9 years ever come a across such a Rule like this normally when you wager and you stick to the T&C Player can take all this casino. In my opinion i don't think they should be operating because i feel like they are taking their customs a ride
Hi, please, disregard that last message. about the case being, closed as I want this to continue on as I want this casino. Pay up what they owe me now they, said they have paid me $450 out of the 5.5k I just think it's so wrong I've read there T&C and stuck with them if you look at there site it doesn't say max cashout! It just says max bonus another word this means just say for an example If I was to deposit $450 I would get matched up to 100% So it would be like 450 plus 450 bonus money And also, the bonus they gave me was not the 3rd deposit was a 3rd deposit boost Let me Provide. You the screenshot of the 3rd Deposit bonus and email that this head of the casino sent me I still think I should be paid out the rest of my winnings
Thanks for the detailed explanation.
Earlier (when the website was working) I checked again the rules of the bonus on a desktop computer and found the maximum win rule specifying a max win of 450 AUD was mentioned in the popup window when clicking on the bonus terms and conditions button under the bonus,
However, the rule wasn't mentioned in the general bonus terms and conditions. Could you please advise if you took any of these screenshots from the rules that popped up by clicking on this button?
Sure. i think I have one still let me check and provide. this too You! This was the Rule before they, added the other rule they added rule 9. As sooner as i made the withdrawal soon as i asked about why 5,500 was Rejected they said there was a max win even tho i already met wager and kept in with T&C like fr how can they, just do this to people it's not nice i think if a player is wiling to risk there money so should you if a player met wager doesn't break t&c then the player has the right to take all also, Let me point something out here if you look closer to other First, second, Deposits T&Cs You will see that there is no such Rule but if you look at the third Deposit Bonus. They have Max Bonus. that doesn't not mean a max win It's a max Deposit match so like for example if you were to Deposit $450 Right? You would get matched up to 100% so you would get an extra 450 Bonus Money. If that makes sense and I've always know that as soon as you complete wager. You can cashout all winnings I've done this in the past without any issues so i think in my, great opinion I think they, are stealing peoples money I have just read someone else case they went through the samething as me they are from AU this was on trustpilot if it's okay, with you I would like to share what this person had experience from this casino and they are from Australia as well so seems like Australia people are target alot and another thing i don't think it's right that they add a rule on just right after a player makes his withdrawal And then say it was a glitch and you can only get $450 no. That's not how this works. and this is 100% not cool! wouldn't you agree?
Thank you very much, Gothic_Academia, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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.
Hello Gothic_Academia,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Kosmonaut Casino to join the conversation and participate in the resolution of this complaint.
Dear Kosmonaut Casino,
Can you please explain the situation further? Why does the max win rule (9.) not appear in the screenshot of the terms taken by the player? I can see it is visible on the website currently, although depending on the chosen language it sometimes states "Bonus Max Win" and sometimes, for example when AU English is selected, just "Bonus max".
Kind regards,
Adam
Hello. Adam I hope, is all well with you Yes. let's hope, they just do the right thing and Pay rest of my winnings out I'm little dissapointed for them to only pay me 450 out of the 5.5k when tbh I've explained this so many times what they, have done is they have taken bonus up to $450 they just only paid what is written on this promo when really it's not a max win it's a deposit match up to $450 so for an example if i was to deposit 450 I would get match to 450 so that would be bonus money and for order for me to cashout I would have too wager that bonus. I really hope this makes it clear P.S I've kept within the t&c's & also I never ever asked for a 3rd deposit bonus boost either so they should have asked me about this before adding such a thing I only ever wanted the 100% 3rd deposit bonus. Nothing more and looking at the T&C's this max bonus rule was not even applied on the Bonus 3rd deposit as you can see the screenshots
Cheers Shawn.
Like how do you explain this I'm so lost for words i feel like I've been cheated i had to wager 60x Deposit bonus and soon as i beat the wager I cashout 5.5k then you turn around tell me that there a max win lol your a joke this is garbage how do you sleep at night seriously I will be real honest here if i cant get my winnings from this Brand i want there licence taken away
Because if they can well do this to me how many more will get done like this
.
All detailed information was provided to the player in a letter from our casino.
The player attached the terms of the bonus that he did not receive.
Separately, it should be noted that
1) The player had a duplicate, which is strictly forbidden by the casino rules. He received a first deposit bonus of 100% of the deposit amount. And then he created a new account in our casino. Naturally, the system blocked the player from receiving any further bonuses after creating a duplicate. However, our support team decided not to block the player's account and offered to give bonuses on the player's next two deposits.
2) The player received not 75% and 100% (as on his screenshots), but 120% and 180% deposit bonuses with a standard wager of x40. It is interesting to note that at the time of receiving almost double the amount of the bonus, the player did not complain about the support actions.
The maximum win amount is present in the terms and conditions of both bonuses provided to the player.
After deducting the winnings according to the established rules, the player received a win of AUD 451, which we have documented.
Also, in the letter, we offered the player a no-deposit bonus maximum win limit - 4500 AUD, as we try to remain loyal to our players no matter what.
The Casino's decision is final. The player is advised to familiarise himself with the fair gaming codex for players on this website.
Adam, if screenshots are needed, for example to confirm the size of bonuses or wagers, we are happy to provide them to you personally. As the platform agreement does not allow us to post screenshots from the inside of the platform.
If this was such a problem. then why let me have another account. I explain why i wanted other account closed was due to fact you cant get email changed. And I'm not saying i didn't get the $451 Because i did but what i find most disguting about is you can just change the rules as you like it makes me sick i will say this i never ever asked for you to give me special bonues thank you! Next time in future please, advise me if your going to add such a bonus like this I caught you out what you did was implemented the up to 450 Do you understand what up to means it means for an example if you Deposit 450 you will get the 100% match bonus so 450 Bonus money this is not a max win Lol! So to be fair you still owe me $5050 As I did the wager didn't break T&C at all I won fair and Square I say pay me what is owing to me then have the account closed for good
I feel so cheated by, your casino. if I knew such a Rule for this bonus. I would have never played here This really makes me sick You're customer Support didn't even tell me if there was a max cashout. none of the Rules were explained. with this Deposit bonus. so how is a Player meant to know all of this when this Promo was not even on your Bloody site? I think you really need to learn how to explain things a lot better. Honestly, Don't be doing sneaky shit if you're going to offer such A 3rd Deposit Boost Bonus You should at least consult with the Player Before Adding. such a thing in the Future And another thing is you can't just change a Rule that was never on there in the first place until someone wins a Big amount of money Then you change the rule and do whatever makes you happy I won't be playing here anymore. that's for sure
If I may Bring this to your attention another player from AU has had some similar issues
Dec 31, 2022
PLEASE DO NOT PLAY AT THIS CASINO
PLEASE DO NOT PLAY AT THIS CASINO
Firstly I understand some people feel like they have been cheated when they haven’t. I’m Not like that. I’m Fair.
I never write reviews but felt compelled.
I always read The T&Cs and I am very well aware about how online casino operate and what are the processes….
I won the jackpot $2500. I fulfilled wagering. I uploaded documents to the exact criteria.
Yet they refused to pay me citing my documents. Rubbish.
Spoke to support. Two different agent refused to let me speak to account manager and we’re rude to me.
After much haggling they let me withdrawal $300 out $3500 (after more playing while waiting).
If I had "verification issues" with AF department, why give me $300 anyway???
A couple days later cleared my account of the remainder without me knowing.
They pretty much stole my money.
And now refuse to answer me.
Plus I picked up on when they changed their end date of tournament to 4 days away to 2 months away. What fraudsters!
I have played and successfully withdrawn at more the 10 DAMA NV owned & operated casinos.
This casino shames their name and should be removed.
Date of experience: December 24, 2022
Thank you all for your responses.
Dear Kosmonaut Casino,
You stated that the player was made aware of the terms of the promotions they received, can you please provide evidence of the terms provided and/or any relevant communication with the player?
This can be sent to my email, adam.m@casino.guru.
Can I also ask you to answer my initial question: Why does the max win rule (9.) not appear in the screenshot of the terms taken by the player? I can see it is visible on the website currently, although depending on the chosen language it sometimes states "Bonus Max Win" and sometimes, for example when AU English is selected, just "Bonus max".
I also asked the casino support and was told multiple times that there is no maximum win rule for any deposit bonuses, can you please explain this?
Kind regards,
Adam
I will be honest here i had to go the extra mile to ask the support chat to ask there head of the casino. to reply on Casino Guru I just wish he would be fair and honest and pay what is owing it's not fair and just to let you know he did not explain to me about this Bonus he added I knew nothing about this if I knew there was a max cashout I would have never ever played here that's for sure he being so unfair here
Clearly, they know they are in the wrong! That's why they aren't Answer your Question. I just feel so cheated i wasn't even explained about this Bonus they had given to me if i was aware there was a max cashout! I would never ever had played here But like you said in the previous messages there is no max cashout so I don't see what the Big Issue is they, should just pay what is owing $5050
But you never provide me such of this Deposit bonus. And Your Casino. Never Explained to me that there was a max cashout! If i knew such a thing was like this I would never have played here also, if me having another account. Was against the rules then why allow me to have another account open. Why offer me a Bonus that i knew nothing about Clearly, you took me for a ride is this the way you treat your new customers? if so I will not be Recommending Your Brand to anyone I have been Gambling online for about 9 years never had ever come a across such Rules like this I'm always Reading. T&C's so i am very, familiar how everything works. I never broke the Rules I kept to the Terms and conditions. I wager the whole bonus I ended up hitting a nice win then soon as I said this when I was speaking. To Support chat I made the cashout just before I spoke to support you go and add a rule that was most dickest move ever i have ever witness shame on you
Adam the casino said they, sent you the information please, share this with me as I would like to witness this myself As I was not aware of a bonus explained to me cheers.
I want to be clear here I'm not giving up because it's my right I wish you just would pay what is owing you know im right with everything I said now it's your turn to come to the party 🤨
So I've just spoken to the support chat they, are saying this is on the casino site however when I went to search under Bonus terms & terms and conditions it is not there they just gave me a link : Please, explain where i can locate this terms ?https://www.kosmonautcasino.com/bonus-terms/boosted-3rd.
Hello! I would like to know how my case is Going? As i am unable to see as you both are email each other I do have a right to know you know please, don't keep me in the dark this is one thing I do not like thanks.
Hello Gothic_Academia,
I am still waiting for more clarification from the casino. I also was unable to find the relevant terms and conditions for the bonus you have been given without the link provided. Did you receive this link when the bonus was granted to you? What information did you receive from the casino when the bonus was added?
Kind regards,
Adam
Hi,
Adam thanks for your reply? for your question No. I was not Provide such a thing and nothing was provided. on my end Like I've sent in Previous message. If i was given such a thing there is no way I would have attempt to play at this Brand Cheers.
All I was told the Bonus was added And that's pretty much it i was not told there were any max cashouts! this link I had to ask for when I went to the support chat early on today? not before. So this was new to me 100% If I was told about the T&'cs early on before i even Deposited. At this Brand Casino. i would have not even played here also, If having another account. Open is against Rules then they should have said no and closed the account. With no hesitation that's what I would have done but this Here isn't the issue the issue is with the casino changing there rules when they feel like it in my great opinion if your going to keep changing the Rules they should give the customers a heads up and explain things a lot better. & simply have this on the casino. Site Or simply if you dont want to lose customers then dont change the rules at all
Hi,
Adam I hope, your well so i realize that reason we can't see this on the site was due to the fact it was only between these dates I was
not aware of this at all but I made this clear as the best I can I only asked strictly for the third
Deposit bonus. But looking at these Rules are the same as the third deposit boost so makes no difference what so ever How, can this Brand be doing this to people it's disguting and also, why does it not show this rule on the first, & second Deposit bonus. It only has Bonus Max. On the third deposit but none of the others Let me share this with you
All of these rules are all over the place! Far as I'm concerned their license should be stripped
Hi!
You know at the fact I'm not angry I'm more disappointed at what this Casino. did to me if I was aware of these Rules at this casino. I can guarantee you 100% I wouldn't have never played here in the first place and to have such a promo for these dates. for only these dates. Are Super ridiculous. I'm sure they are just only new they are covering up their end I think it's a bit selfish for what they, are doing. If they want to prove they are a fair honest Brand and don't want people to avoid them then they should do the right thing and pay people what they, actually won! Think about it casino ( Kosmonaut )
Hello Gothic_Academia,
Thank you for your comments.
I am currently awaiting further response from the casino via e-mail, so will extend the timer accordingly.
Kind regards,
Adam
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 all,
Please accept my apologies for my delayed response.
We discussed this case at length in our weekly management meeting and reached the conclusion that the casino should pay the player their winnings in this case. The applicable rules for the bonus were not made available to the player unless they specifically asked for them from the support, and the only other mention of a max win from a third deposit bonus is written in a way that does not explicitly state "bonus maximum winnings" if you happen to choose the incorrect language settings.
If a player is to be presented with an alternate bonus that has different terms, they should be made aware of this at the time of being given the bonus.
Consequently, we would like to ask the casino to reconsider the situation and how they have applied this rule.
Kind regards,
Adam
Adam, thank you for your time on this matter.
While we respect the opinion of the CasinoGuru team, we do not feel it is possible to deviate from the rules.
Therefore, the casino's decision remains unchanged.
The player had access to the rules and used the chat quite often, he was never denied information.
As for the description of the bonus conditions in the "bonus maximum winnings" section, we will take this into account in the near future.
Thank you again for your work.
No. I did not have access to this rule of the 3rd Deposit bonus boost it was no where to be found on your site. Until i asked for this like few days later as I was getting sick tired of Supports BS & also I Only strictly asked only for the 3rd Deposit Bonus. Not what you gave me i never ever asked for you guys to add the 3rd Deposit boost thank you! I'm not going sit here and argue it's pointless because you know I'm right I will say this again! If i knew there was a max cashout there no way I would have played here simple I will also be putting this out there to others to avoid your casino as it's unfair rules
Hi!
Adam You might as well close the case this scam casino isn't going to pay me what is owing & please if you can give them a bad rating i don't want other people to get sucked in same way I did
Cheers Shawn.
Dear Gothic_Academia,
As explained, we do not agree with the casino's application of this rule in this instance. Unfortunately, as the casino has stated that they are not willing to change their decision on this occasion we have no choice but to close the complaint as 'unresolved'.
I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Antillephone Gaming Authority (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know how they responded (adam.m@casino.guru).
I am sorry I could not be of more help on this occasion.
Best regards,
Adam
This complaint has been reopened at the request of the casino.
Dear Gothic_Academia,
The casino has stated that the situation has since been resolved with you, can you please confirm this information so the status of the complaint can be changed accordingly?
Kind regards,
Adam
Like what do you mean I'm confused they, said that they, weren't going to change their minds remember. I'm not aware of anything that was change or resolved. I'm lost here
Kindly,
Regards Shawn.
Hi,
Adam far as I'm concerned that casino. said to me before this case was closed. And you even witness this that they, were not going to change their minds so no this case has not been resolved until they, change there minds about the rest of the winnings. I have nothing more to say
Cheers
Shawn.
Dear Kosmonaut Casino,
Can you please clarify the situation?
Kind regards,
Adam
I'm little confused to why they, wanted to reopen a case when they, had already said that they, were not going to pay the rest makes no sense to keep on going with this case. If you want things to be resolved then do the right thing and pay me rest of the winnings $5050 - $450 was paid to me out of that
Cheers
Shawn.
Our team is re-investigating this case. We need a few more days to double check everything.
Hello all,
We will extend the timer for 7 days while the casino carries out the investigation.
Kind regards,
Adam
Hello
everyone & Kosmonaut was wondering why did you want the case reopen. I dont think your going to pay me the rest of the money are you or
Just wondering
Hello Gothic_Academia,
The casino has now stated it is waiting for a decision from the licensing authority. Have you received any information about this?
Kind regards,
Adam
Hi,
Adam good to hear from you no i have not heard anything as of yet
Cheers.
Shawn.
Hi,
Kosmonaut casino. Can you please, comfirm what is happening you said that you needed a few more days. It's been a while
Cheers Shawn.
Dear Gothic_Academia,
The casino has stated that they have replenished your balance in accordance with the decision of the regulator and that you may withdraw in accordance with the casino's daily limits. Please let us know when you have made the withdrawal so we can then mark this complaint as 'resolved'.
Kind regards,
Adam
Hi,
Thanks so much I have made the withdrawal so i will now wait until it's been sent and when I receive this then we can go ahead close this Case thanks again! Adam & Kosmonaut Casino.
Hi,
There it's going to take me a few days. As they said it's 1500 per day but when i look at the withdrawal part 6,000 thats so confusing 
Hello Gothic_Academia,
Thanks for the updates, we will wait to hear that the last withdrawal has been received before closing the complaint.
Kind regards,
Adam
Thanks much appreciate it should arrive next week. Soon as I see it I will notify you Cheers.
Hi,
So sorry for the late reply? You may now close the case. I have Recieved all funds
Cheers.
Hello Gothic_Academia,
I am glad to hear that you have received payment in full, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Gothic_Academia, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.
Best regards,
Adam
