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Hello.

I have played in cosmicslot for some time. This Monday, (3rd of August) I received a 443.7 EUR cash back for my losses the previous week.

The casino treats this as a bonus, where there is a wagering requirement and a max win amount of the bonus at 5x. Their system is set up in a way to remove any excess won funds. So, if I won 5000 eur, upon wagering the required amount, the system will move only 2218.5 EUR in my real wallet.

I met the wagering requirements and had about 500 eur left, so these funds were moved to my real wallet balance. The funds were no longer restricted by any bonus wagering or had any holds. I continued playing with said funds throughout the next two days. I won multiple high wins (attached SS of some) and ultimately had a total of 89 000 euro in my account.

During my play, I contacted support multiple times to verify if these funds I am playing with are real, not restricted and withdrawable. I received affirmation on three different contacts with different official representatives of cosmicslot that my funds were real and the full amount that I had in my account was indeed withdrawable, so I continued my play.

My largest win of 44 300 euro can still be seen as win of the month on the front page of their website. They are still advertising that win to players there and reaping benefits of people believing they can win these amounts.

A couple of hours after I stopped playing and brought my balance to 89 000 euro, 87 500 euro were deducted from my balance. Reason being, that as per their rules, every bonus has a max withdrawal of 5x the bonus amount.

This fails on multiple points though. As outlined above, they already have a system limiting the max win amount of their bonus. If i had won 90k euro while my funds were not in my real balance, I would completely agree to have my winnings forfeit. As it stands, this is not the case as every win I had was with unrestricted balance in my real wallet.

Since the funds moved to my real balance, if I had requested a withdrawal, deposited 500 eur more and then cancelled the withdrawal, their system won't even know which 500 eur were the ones from a bonus and from a deposit. There is no separate wallet, nor any difference between the funds. I don't even know what they would have done if I have won 89k with half "bonus" funds and half deposit funds. Their agents seemed not to know either.

I made all attempts to confirm this when I contacted customer service at the time and asked about it. You can check my attached screen shots. The last time I asked was when I had the 89 000 EUR in my real wallet. I specifically asked the agent to confirm my real balance and if the complete balance is withdrawable. The agent confirmed both my real balance being at 89 000 EUR and that I can request a withdrawal for that amount.

I have contacted cosmicslot multiple times, but they refuse to address this and parrot their max withdrawal on bonus balance rule. Yet, my balance was not a bonus balance when I had my wins. It seems it is not a practice to remove winnings from real balance funds, since at least one agent that I asked that night would know this. None did.

Cosmicslot so far has also not commented on how three different agents would give me complete confirmation that my funds are withdrawable. They completely ignore that.

I would greatly appreciate the help of Casino Guru on this matter, as the funds won are life changing amount and I feel completely cheated by a casino I enjoyed playing in.

All SS of wins you will see attached below are after the bonus wagering has been fully completed and all funds from it have been moved to my real wallet. I have also attached multiple screen shots with different agents I communicated while playing and accumulating said wins.

I am limited to 5 attachments, but can provide more on request. I have attached the most relevant for my situation.

Appreciate your research and help on this matter.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• How much did you win from the cashback bonus when you completed the wagering requirements? Was the amount €500, which you then used for further gameplay, or did you have a higher balance at that point?
• Am I correct in understanding that your account balance is separated into real-money and bonus-money balances?
• Did you receive any pop-up notification or warning informing you that you needed to submit a withdrawal request before continuing to play after completing the wagering requirements for the cashback bonus?

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

Best regards,

Veronika

Hello Veronika.

When I completed the wagering, I had around €750 (just reviewed my gameplay). These funds were moved to my real balance wallet and all subsequent play and wins were with them.

Yes, you are correct. In the SS I have attached where the agent confirms my 89k balance and that it is withdrawable, you can also see my balance sheets and you can see there "Bonus Balance - 0" and "Real Balance - €89,004.90".

I didn't receive any pop up or notification of the sort. This is why I also contacted CS throughout my play to make sure I am playing with real money and had no issues to withdraw them multiple times and received positive responses every time. It is worth noting that there is in fact a pop up if you win more than 5x during your bonus play. A couple of weeks ago I was awarded a 300 euro bonus, won a jackpot of 5k with it. Upon clearing the wagering requirements, only 1500 euro were moved to my real money balance (5x the bonus amount). This is the correct implementation of their policy. I did receive a pop up telling me my funds were reduced to the max win amount then.

Difference was of course that I won the high amount during bonus wagering stage, not after the funds were real money without restrictions.

I am here for any further questions you might have.

Thank you for your response. Please ask the casino to provide you with your gaming history in Excel format, starting from the moment you received the cashback bonus, up to the moment your winnings of €89,004.90 were capped. Once you receive this file, kindly forward it to me at veronika.f@casino.guru. I appreciate your cooperation.

Hello Veronika.

I have reached out to cosmicslot today to request my history. They have declined to provide it as I suspected. They just point me to the game history I can access on their site.

Unfortunately, there you cannot extract anything, and it doesn't show the full history. I have entire pages of bets pretty much missing as well as my largest win of 43k euro. Funnily enough, the win is still displaying on the front page of their site as win of the month, but is not present in my personal gaming history.

I do think that their decision to decline sending me the full gaming history in excel is enough to show their intention.

I will e-mail to you what I requested from them and their response shortly as well.

Dear Rahl100

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello Rahl100,

My name is Michal, and I have taken over handling your complaint. I have reviewed the case and will be reaching out to the casino to gain further clarity on the situation and explore whether I can assist in resolving it.

We would like to invite CosmicSlot Casino to join the conversation.

Dear CosmicSlot Casino Team,

Could you please clarify the grounds on which the player's winnings were confiscated?

I would appreciate it if you could specify which rules were applied and explain how the player was informed of the applicable restrictions, particularly as they were advised by your live chat agents that the winnings were considered real-money funds.

Additionally, I kindly ask you to provide the player's full game log for the relevant period, as the player has indicated that some winnings do not appear in their gameplay history.

If there are any relevant details or circumstances surrounding this case that cannot be shared publicly, please feel free to provide them directly to me at michal.k@casino.guru for an independent review.

Thank you in advance.

Dear Michal,

According to the fifth point in the cashback terms and conditions, the maximum withdrawal amount of bonus funds is x5 of the bonus balance received. At the time the user received the cashback(443,7 euro), his real balance was 0.

As an exception, we left 3,000 euros in his real gaming balance.

Kind regards, the CosmicSlot Team

Dear CosmicSlot Casino Team,

Thank you for your response. However, it does not fully address all of my questions.

I acknowledge the following rule: "5. The maximum withdrawal amount of bonus funds is x5 of the received bonus balance."

However, as this limitation appears to have already been applied, the remaining funds were subsequently reflected in the player’s real-money balance. Furthermore, your live chat agents informed the player that the subsequent winnings were withdrawable.

In view of these circumstances, I would like to understand on what grounds the winnings were confiscated, despite the player having been informed by your live chat agents that they were withdrawable.

Dear Michal,

In addition to clause 5, the cashback terms and conditions also include clause 8, which states that the cashback bonus must be wagered according to the player’s VIP level. In this case, the wagering requirement was x8.

The player completed this wagering requirement and had a balance of €408.70. However, this does not change the maximum withdrawal limit, which is 5 times the cashback amount.

Our live chat support team provided the player with incorrect information. Because of this, we made an exception and allowed the player to withdraw 7 times the cashback amount instead of the standard x5.

Kind regards,

The CosmicSlot Team

Dear The CosmicSlot Team,

Thank you for the clarification.

Dear Rahl100,

Has the matter now been clarified, or are there still any aspects that remain unclear to you?

Hello Michal,

I still do not understand how I would receive straight answers from their official representatives that are completely in breach of their TnC on the matter. If it was one time with a single agent, i can imagine it. I contacted 4 times, spoke with 3 different reps all after i have won sizable amounts and received confirmation that my wins were real and withdrawable. You also have the SS with my last interaction where the agent himself confirms my real balance of 89k to me and confirms it is withdrawable.

Further to this, i had high balance for 2 days before it was confiscated, as well as pending withdrawals at the time. Why was balance not confiscated the moment I reached above the 5x amount? Why was i even allowed to play further after reaching it, considering that any win will be taken away, while any loss would only be to my detriment (if i am not allowed to withdraw more than 5x the bonus amount under any circumstance)?

Why has my largest 43300 eur win remained on their front page the entire month if the winnings were not legitimate? I checked yesterday, and the win was still showing as win of the month (can show a SS showing the same).

What would have happened if i deposited 500 eur while my 408 eur balance was in the account and had won 20k after? Both balances are real and interchangeable in the real wallet. Will they still remove funds?

Also, why have a bonus max win of 5x upon fulfilling the requirements, but simultaneously have a 5x withdrawable max after. It makes absolutely no sense, since the first condition fulfills the last. It makes no difference in me cashing out 408 eur,  depositing 408 after and winning 89k euro, than straight playing with the 408 euro. In fact, casinos prefer the 2nd option, not for players to withdraw their funds.

Finally, thier exception of 800 euro extra after removing 87 500 euro is laughable and a straight insult.

I would like an answer from cosmic slots on all of the above questions as I believe them to be quite valid. Thank you!  

Dear CosmicSlot Casino Team,

Kindly review and address the concerns raised by the player.

Dear Rahl100,

First of all, please pay attention to the rules and conditions written on the site.

Restrictions on the maximum withdrawal come into force only after you request a withdrawal and the financial department processes your request. That is why your funds were adjusted only after a few days.

As for the section displaying the month's biggest wins, it is automatically updated by the system. Unfortunately, it cannot yet take maximum withdrawal limits into account.

Kind regards,

The CosmicSlot Team

@Casino Guru - I would seem that Cosmic Slot is deliberately ignoring some of the questions posed by me in this thread. As such, I would list each question with a number, so they can easily respond to it.

@Cosmic Slot - I would like to point out that I am well aware of your TnC, and it is amusing of you to condescendingly tell me to pay attention to them, while your own official representatives seem to be unaware about them.

Now, onto the questions that still weren't answered after multiple of replies and back and forths:

1. I have made great effort in confirming my play was legitimate and my winnings withdrawable. How exactly is it possible to contact multiple official Cosmic Slot representatives, receive confirmation from them that my winnings are real and withdrawable and that not be the case after?
2. If I have reached the maximum withdrawable balance based on your TnC, why was I allowed to continue playing? After all, as I pointed in my previous response, any win would be taken away, while any loss would be detrimental (you won't be refunding my balance if I had lost it, despite it hitting the max withdraw amount).
3. The question about my 43 000 EUR win was not answered. I asked why it remained on your site for a whole month. It did show on the site correctly, as it was a legitimate win. However, you let it remain even after taking my funds for 25 days to advertise the win to all of your playing customers. The win could have been removed from the site (after all, it wasn't paid out to me).
4. What would have happened if i deposited 500 eur while my 408 eur balance was in the account and had won 20k after? Both balances are real and interchangeable in the real wallet. Will you still remove funds?
5. Why have a bonus max win of 5x upon fulfilling the requirements, but simultaneously have a 5x withdrawable max amount after? The first condition fulfills the last. It makes no difference in me cashing out 408 eur, depositing 408 after and winning 89k euro, than straight playing with the 408 euro I already had in the account. If there is a tangible difference, please point it out.

I really hope that I have made it easier for you to respond to my questions, since there seems to be some difficulty on your end in doing so. Hopefully, we may come to an agreement that works for both parties.

We are happy to answer your questions. However, we believe that our previous replies already provided detailed information about this situation.

We value every customer and appreciate you being with us. At the same time, we have publicly available rules that apply to our services and help us maintain their quality.

1.We understand that you spent time and effort playing and that you enjoyed the game.

However, you were playing with funds provided by us as a bonus. Our rules clearly explain the conditions that apply when bonus funds are used.

Our Support team could not see your full and detailed gameplay history. At the time you contacted Support, the funds were still available in your account and could be used to continue playing.

When you requested a withdrawal, our system automatically applied the relevant rules and limited the withdrawal to the maximum amount allowed for winnings made with bonus funds.

2.We do not control whether you continue playing or request a withdrawal. This decision is always yours.

However, our rules set a maximum withdrawal amount for winnings made with bonus funds.

We cannot say that you suffered a financial loss, and we cannot know what influenced your decision to continue playing at that time.

You also mentioned earlier that you had carefully read and understood our rules. Therefore, we can only assume that you decided to continue playing with the bonus funds available in your account.

3.We have already answered this question in our previous messages.

Our system automatically shows information about the largest wins. Your winnings were real, and you were able to continue playing with those funds.

However, there is an important difference between having funds available for gameplay and being able to withdraw the full amount. The amount you could withdraw was limited by our bonus rules.

As mentioned above, these rules were available to you, and you stated that you had read and understood them.

4.No. If this situation had happened, you would first have been playing with the money you personally deposited.

After those funds were used, you would then have continued playing with the bonus funds provided by us.

If you had won money using your own deposited funds and then requested a withdrawal, the system would have taken those winnings into account. The withdrawal limit would only have applied to the remaining winnings connected to the bonus funds.

5.We limit the amount you can withdraw because the gameplay was carried out using funds provided by us so that you could enjoy playing for as long as possible.

Another important point is that you were not able to withdraw the bonus funds before completing the wagering requirements. In any case, you were entitled to receive your winnings up to the maximum amount allowed under our rules, which are publicly available. Our system works automatically and is configured to follow these rules.

It is true that if you had withdrawn these funds to your personal account and then made a new deposit, these particular rules would no longer have applied. However, separate rules regarding deposits and their wagering requirements would then have applied instead.

To repeat, you were not denied the right to withdraw the winnings obtained from the bonus funds. You were able to withdraw up to the maximum amount allowed, and this limit was increased for you.

All winnings you received from playing with bonus funds were real. However, the amount you could withdraw was limited to the maximum allowed under these circumstances. At the same time, you were free to continue using the remaining funds to play.

Winning and withdrawing money are not the main purpose of our service. The service should primarily be treated as a form of entertainment and gameplay.

We do not interfere with your right to choose how you play or what strategy you use. We also cannot know what influenced your decisions in this particular situation.

We are very sorry that you did not take all of the applicable rules and restrictions into account under these circumstances.

In any case, we believe that you enjoyed playing on our service, as you have not stated otherwise. However, you were playing with funds provided by us. This is exactly why we apply withdrawal limits when players use bonus funds, and in your case this limit was increased.

During this gameplay, you did not lose any of your personal funds. Instead, you received funds from us and were able to use them to enjoy the game.

We sincerely hope that we have answered all your questions in detail.

Thank you for providing a detailed response to my questions above. It took a while for us to get here, but you did answer some of my questions.

I enjoyed playing on your site. What I didn't enjoy is the treatment I received as soon as I won a sizable amount of funds and the "exception" of less than 800 euro that was provided to me. Do you believe that to be adequate when taking out 87 000? And for a player who has played with you for some time and received multiple responses of his full funds being withdrawable?

Also, what I still don't get is how can Customer Service say whatever they want and not be liable after. You are pretty much saying that they were wrong and nothing comes out of it. What is the point of having customer service reps, when nothing they say can be taken at face value? Further to that, I already had 3 pending withdrawals by the time I contacted Customer Service, so what you said here " When you requested a withdrawal, our system automatically applied the relevant rules and limited the withdrawal to the maximum amount allowed for winnings made with bonus funds. " is factually incorrect. Please advise on this.

Let's say I agree about your response on questions 2, 3 and 4, especially 4 since you actually explained what would happen in this scenario. You didn't really confirm why my win was not taken down and advertised for a month, however, at this point it seems I won't receive an answer to this.

Finally, the only difference between me playing the 408 EUR after meeting the wagering requirements and withdrawing then depositing them is a 3x Wagering on the deposit. I made more than 200x that wagering with the original 408 EUR. So, while you do have the rule, you are trying to get out of paying life changing amount of funds to a player who enjoyed your service on a very small technicality. This case is further made worse by all the communication I had with your representatives prior to my funds being confiscated.

Dear Rahl100,

We have reviewed your latest comments and believe that all substantive questions raised in this complaint have already been addressed. However, as you remain concerned specifically about points 1 and 5, we would like to provide one final clarification.

1. Information provided by Live Support

We acknowledge that the information provided to you by our Live Support representatives regarding the withdrawability of the full balance was incorrect, and we apologise for this.

Our previous explanation regarding the automatic adjustment of the balance was also not worded precisely enough. The amount ultimately eligible for withdrawal is determined when a withdrawal is processed and is subject to the Terms and Conditions applicable to the source of the funds.

The incorrect information provided by Live Support did not alter the origin of the funds or the Terms and Conditions applicable to them. Nevertheless, we have taken this misinformation into account when considering the goodwill resolution described below.

5. Maximum withdrawal restriction

Completing the wagering requirement does not cancel a separate maximum withdrawal limit attached to the cashback bonus.

As the funds used for the subsequent gameplay originated from that cashback and were not first withdrawn and redeposited as cash, the applicable maximum withdrawal restriction remained in effect.

We therefore maintain our position regarding the application of this rule.

Nevertheless, in view of your loyalty and the inconvenience caused by the incorrect information provided by Live Support, we are prepared to credit your account with a €3,600 bonus, subject to a 3x wagering requirement and a maximum withdrawal of €18,000.

We believe this provides a complete response to the remaining points raised in this complaint and hope that our goodwill offer will allow the matter to be resolved amicably.

Kind regards,

The CosmicSlot Team

Thank you for the clarification and proposed offer, Cosmic Slot.

While I appreciate the offer, given the magnitude of the confiscated balance and overall handling of the case I would like to propose a counter offer that would make things right for me.

If you can credit €5,000, subject to 2x wagering requirement, I can consider the matter closed for me. This bonus can be with a max withdrawal of €20,000 instead of the usual 5x or €25,000 to make sure Cosmic Slots limits their loss in the unlikely scenario that I go up to that balance.

My proposal is made in light of a bit higher chance for me to at least recoup some of the funds that were taken away.

If case Cosmic Slot agrees to these terms, I am fine with Casino Guru marking this complaint as resolved and I will also keep my good relations with Cosmic Slots going forward and continue enjoying their site in the future.

Thank you for your consideration on this.

Dear All,

I'm really pleased that the matter could be clarified directly between the casino team and the player, and that both the regulatory basis and the less-than-ideal circumstances behind it came across clearly.

From a strictly technical standpoint, the casino team had reasonable grounds for its actions, as set out above — and I fully appreciate that. At the same time, it's genuinely encouraging to see both sides showing a willingness to work toward a fair settlement that everyone can be comfortable with.

Since the discussion between you was constructive, I saw no real need to intervene and was happy to leave you to it. That said, I trust that a mutually acceptable resolution/settlement can be reached.

Thank you to both sides for your openness and cooperation in getting us to this point.

Dear Rahl100 and Michal,

Thank you for the constructive discussion.

Considering Michal’s conclusion that, from a technical perspective, the casino had reasonable grounds for its actions, we are nevertheless prepared to make our final settlement offer as a gesture of goodwill:

€4,000 bonus with x3 wagering and a maximum withdrawal of €20,000.

We hope this proposal will allow us to bring this matter to a fair and amicable conclusion.

Kind regards,

The CosmicSlot Team

Thank you for the offer Cosmic Slot. I would have preferred for the bonus to have a bit smaller wagering for the reasons outlined above.

However, I appreciate the offer and if smaller wagering is not possible for you, I would accept the offer as is.

As soon as I see the bonus into my account, I will confirm the same to Casino Guru, so the complaint may be officially resolved.

Thanks to both CosmicSlot and Casino Guru in helping to resolve this matter.