The player from Germany is unable to cash out their winnings of €1450. Despite being verified, the casino is declining the payout daily without giving any clues, often citing technical problems. Shortly after opening the complaint player has received part of their funds and played remaining funds.
Kosmonaut Casino - Player's winnings withdrawal is being continuously declined.
Amount: €1,450
Kosmonaut Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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8 months ago
Translation
I've been trying to cash out a win amounting to €1450. I'm already verified and yet, my payout gets declined every day without any given reason. Each time, they come up with a new technical problem as an excuse and keep me hanging because they don't want to payout. I advise everyone against playing here and having connections with large casino streamers, I'm going to relay this to them too. I fail to understand what's so challenging about entering an IBAN and an amount and clicking on transfer.
Automatic translation:
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8 months ago
Dear Gdogg89,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem.
Please allow me to ask you a few questions, so I can better understand the situation.
Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
Could you advise since when is your account verified? Since when are you trying to withdraw your winnings?
If you have your interaction with the casino saved, please send me your correspondence with the casino to my email at tomas@casino.guru
Looking forward to hearing from you.
Best regards,
Tomas
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8 months ago
Translation
Unfortunately, I didn't save any chats because they were deleted straight away. I've been verified since last week and get different information every day and am put off every day and told to test €100 then the full amount then again it says technical problems that affect the payout for supposedly all players then again it says I have to pay it out in the evening it worked again and then it didn't work again as expected.
It has now been rejected 9 times for no real reason. Only technical problems are mentioned with withdrawals, but deposits are of course completely normal.
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7 months ago
Thank you very much, Gdogg89, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.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.
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7 months ago
Hello, Gdogg89!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Thank you!
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7 months ago
Translation
Yes, it worked now
Strangely enough, I was only allowed to withdraw €1000 without any explanation. I was too stupid and then played down the €400 and deleted my account
I can only advise everyone not to play there
Automatic translation:
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7 months ago
Dear Gdogg89,
I'm happy to hear that you have received at least part of your funds. I will now mark the complaint as 'resolved' in our system.
I thank you for your cooperation and patience, 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.
Also, I would like to thank the casino for their assistance with the issue!
Best regards,
Pavel K
Casino Guru Team
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