Kosmonaut Casino - Player's withdrawal is delayed.

casino will not process any of my withdrawals, I contacted them and they keep changing the reason as to why they arent processing it. I was first told my account needs a random security check (all my documents have been provided and approved) then I was told my bank rejected payment, then I was told they are having problems with payment providers and that my withdrawals would be processed within a day, each person I talk to on the live chat all have different reasons as to why my withdrawals aren't being processed and I am not getting an answer.

Dear beigedimer1992,

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. 

When did you request a withdrawal from the casino? Is it still pending in your account? Has the casino given any recommendations on alternative ways how you can withdraw your winnings?

Looking forward to hearing from you.

Best regards,

Tomas

Hi Tomas I have tried withdrawing a number of times over the last two weeks and it doesn’t get processed, i then contacted support live chat at first they told me it’s a payment provider issue and to switch withdrawal method which I did, then they told me to reduce my withdrawals which I did then they told me a few days later to put them all back into one withdrawal which I did then another team member told me the limit for each day is 1500 euros equivalent. I have made adjustments as they have said and now have 4 different withdrawal transactions one per day starting 23/06 to be under the daily withdrawal limit. The withdrawals are pending but can be reversed and are not yet processed, they are now saying I am referred to the anti fraud department. Everytime I contact a live chat member for advice they say something completely different and keep changing reasons as to why it’s not getting processed.

I completely understand your frustration.

Could you please indicate how long you are a player in this particular casino? Have you made any successful withdrawals in the past? Could you please send me the most recent communication between you and the casino regarding your withdrawal issues? My email is tomas@casino.guru

Dear beigedimer1992,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.