The player's requesting a refund of his deposits as he was supposed to be excluded. The complaint was closed due insufficient evidence provided by the player.
Kosmonaut Casino - The player's requesting a refund of his deposits.
Amount: €960
Kosmonaut Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Ladies and Gentlemen
I had my player account permanently blocked at Kosmonautcasino on June 7th, 2023 due to gambling addiction. The account was released again by their VIP manager without my consent.
I therefore ask for an immediate refund of all deposited funds from 06/07/023 because I have permanently closed my account and it was opened again without my consent. The deposits were €960.
On 06/09/2023 at 11:11 p.m. I wrote another email and asked for immediate and permanent blocking, here too there was no response (06/10/2023 - 8:45 a.m.).
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1 year ago
Hello Kopok,
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. Could you please advise what reason you have given when requesting to block your account?
Please, let me explain you what the difference between closing the account and self-exclusion is:
Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.
Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).
In the case of self-exclusion, if casino failed in this, player may ask for a refund.
Thank you very much in advance for your reply.
Best regards,
Nick
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1 year ago
Translation
Hello Nick,
thank you very much for the quick feedback. It was an unlimited self-exclusion.
The VIP manager Andy then set a bonus and reopened the account for me without my consent. As a gambling addict, you will of course be lured back into it. I made the mistake of letting myself be lured here and then deposited a total of €960 again.
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1 year ago
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The account is still open even though I asked for it to be blocked again last night.
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1 year ago
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Yesterday I wrote another email to the Kosmonautcasino and said that my account is still not closed, even though you have been informed of my gambling addiction.
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1 year ago
Hello Kopok,
Can you please send us the initial self-exclusion request to nikolas.b@casino.guru?
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1 year ago
Translation
Hello Nick,
it has just been sent.
Best regards
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1 year ago
Hello Kopok,
Thank you for the e-mail forwarded. However, it does not contain your self-exclusion request at all. Can you please forward your message sent to the casino where you requested for it?
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1 year ago
Translation
Hi Nick, the self-exclusion was done through the casino's website. But I can't take a screenshot of that anymore because I'm now blocked. The message from the VIP manager Andy shows that I have excluded myself.
Unfortunately, my messages to the casino remain unanswered. So I need your help!
Best regards
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1 year ago
Hello Kopok,
Didn't you receive any kind of confirmation from the casino that your account got excluded?
Unfortunately the screenshot you provided is not sufficient evidence of being excluded as there is no confirmation of it, the casino support simply asked for the reason.
Please also understand that without an actual proof we can do basically nothing as the casino could claim anything they want, we would have no proof to argue with them.
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1 year ago
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Hello Nick,
well, the casino asking why and confirming that I self-excluded is proof enough in my opinion.
I have not received a confirmation. I just find it terrifying that a VIP manager can simply open the account again even though you have self-excluded due to gambling addiction.
Since you don't seem to want to help me here, you can then close the case accordingly. This is how a casino gets away with it again without consequences!
greeting
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1 year ago
Hello Kopok,
Unfortunately it is not about wanting to help or not but we simply can't move forward without any evidence which would show that you requested for self-exclusion. Just as you the casino could claim anything and without any relevant proof, we have nothing to argue with when we contact them.
If you have the initial request feel free to forward it to nikolas.b@casino.guru but meanwhile we will be forced to close the complaint due insufficient evidence.
Best regards,
Nick
