Kosmonaut Casino - Player's withdrawal is delayed due to KYC issue.

It has been 2 months since I deposited and withdrawn. I have previously deposited before promotion intrigue me "no KYC needed" and "fast withdrawal" and next time i deposited and this time i won but now they keep telling me to wait for about two months and i can no longer login my account then they said i failed my kyc and told me to wait for their email or phone call. Now i went to the support but they are mot responding to me.

Dear jumabal,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that your winnings have been cancelled and your account blocked due to a failed account verification? Could you please confirm that you have provided all the personal documents required for the verification as soon as possible, without any delay? Have you been advised what was the exact reason not to verify your account? Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Yes, I have. First, my address on my profile is my old address. I have informed them about it, I gave them my new address along with my driver's license, I even provided them my driver's license that I had on the account. No there was no reason not to verify my account, first they said its was randomly selected and handled by anti fraud department and i no longer need and they have received all the necessary documents from me. Then they kept saying its on additional checks. After almost two months they disabled my account support agent said i failed my kyc process and made reasonable calls and emails to me which they did not. I have check my junk mail and voicemail but none from anyone.

About the bonus yes I have accepted bonuses and i carefully monitor them and made sure all my wagering is completed.

I also hope that this will be resolve and i am very greatful for your help.

Thanks,

Baldwin Jumao-as

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

Hello jumabal,

This is Tomas, and from now on, I will be assisting you with this case. In order to help you resolve the problem, I will now contact the casino.

I'd like to invite Kosmonaut Casino to join this conversation and participate in the investigation.

Can you please provide us with any reasons for the delay in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?

Thank you.

Best wishes,

Tomas

Hello, dear Casino Guru Team and player!

This player did not go through the KYC process and the casino acted within the Terms & Conditions:

"We reserve the right to make a telephone call to the number specified in your user account, which may, at our sole discretion, be a necessary part of the KYC procedure. Withdrawals may be suspended until the account has been fully verified. We will use reasonable efforts to contact you regarding withdrawals, but if we are unable to contact you (by email or telephone) within two (2) weeks of the date of your withdrawal request, your account will be locked because you failed the KYC process."

We can easily provide the Casino Guru team with all evidence that the player failed the KYC process. In addition, the player was notified by e-mail about this.

Hello,

Yes please provide the evidence and the email notification sent in how i failed my kyc process? That is also what the tech support said after 2 months of back and forth, why would i fail if i didn't need anymore documents. The first couple of withdrawals they said declined because they said my proof of address is different from my profile address. So i told them because i have a new address, ive even given my old driver's license that prove that it was my old address, which the support team submitted. I had no longer needed anymore documents and wait. I would chay with them constantly to get and get an update, they keep telling me to wait and its on additional checks. After a month and a half had passed, i told them why i would need a kyc and why would it take this long if the email they sent me said no kyc needed. The person i spoke to said to try to withdraw again but for $1500. So same thing they told me to wait so i constantly coming back for 2 weeks and thats when locked my account. They told me to comeback when the anti fraid department is online since it was closed. So i came back, still waiting for the decision of the department. The second time thats when they didn't even reply to my messages.

The only email i got from them was 2 months ago. I have already cleared that with the support. Please find attached document for proof.

Dear Kosmonaut Casino,

Can you please forward any relevant evidence to my email address? (tomas.k@casino.guru)

Please let me know once you do so. Thank you.

Kind regards,

Tomas

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 again, dear player and Casino Guru Team!

Tomas, everything has been sent to your email from casino team!

Dear jumabal,

We kindly request a few additional days to reach a conclusion. We have been consulting the case with the casino internally, and we will be in touch with you shortly.

I appreciate your patience.

Kind regards,

Tomas

Dear jumabal,

After consulting this case with the casino's representatives, unfortunately, they don't want to make any compromises.

In brief, you claimed a bonus when making your fourth deposit, which was intended to be for first-time depositors only. However, you used the promo code to obtain this bonus, and we believe it just should not have been allowed to you. Furthermore, we acknowledge your point that the promotional email you received did not explicitly indicate that it was a first deposit bonus. We thus agree with you that the campaign was slightly misleading.

From the casino's perspective, you breached a rule, and technically they have a right to void your winnings.

From our perspective, we believe that you breached the rule unintentionally and didn't gain an unfair advantage.

The best practice is to enforce such conditions by the software, so the player is not allowed to breach it by the system. Therefore, we believe that each similar case should be evaluated on an individual basis.

Concluding all the information above, I am forced to close this case as unresolved, specifically

'AGAINST FAIR GAMBLING CODEX'. 

In the meantime, I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao), and submit a complaint to them (complaints@gaminglicences.com and/or certria@gaminglicences.com).

Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait weeks or even months for an answer.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

In case you need any help, please contact me at tomas.k@casino.guru.

Best regards,

Tomas

We’ve reopened this complaint at the request of Kosmonaut Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hi Tomas. We would like to update the information on this case. The payment was processed on our end on 9 October. At this point, the player received the full amount of winnings.

That is nice to hear, Kosmonaut Casino.

Dear jumabal,

Hopefully, this is good news. Can you please confirm receipt of the payment so we can consider the case resolved?

Thank you both.

Kind regards,

Tomas

Hi Tomas,

Yes. thanks for the suggestions you gave me after all the waiting.. eventually i got it. I wouldn't have got the money without your help and advice. I appreciate the work you guys do here.

Thanks,

Baldwin

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, jumabal, 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 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,

Tomas