CosmicSlot Casino - Povlačenje igrača je odloženo zbog problema sa nalogom.

I deposited approximately €50 to CosmicSlots through Binance Pay and was allowed to register, play, and use the platform normally without any warnings or restrictions.

However, when I attempted to withdraw, the casino raised issues regarding restricted-country eligibility, duplicate-account concerns, and KYC objections only after gameplay had already been allowed.

I am not disputing winnings or requesting compensation beyond my original deposit. I simply requested a refund of the deposited amount because I believe it is unfair to accept deposits and permit gameplay before later enforcing eligibility restrictions.

I hope the operator reviews the situation fairly and resolves it professionally.

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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.

• Have you used any VPN or IP-masking software to alter your actual location while accessing the casino website?
• Did you fill out your casino profile with correct personal information, including your name, address, date of birth, and country of residence?
• Is there any chance that someone from your household or using the same IP address also created an account at this casino?
• What types of games did you play to accumulate your winnings?
• Did you accumulate these winnings with or without a 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

no, but the casino says vpn friendly

yes

i dont know since there are too many people under the ip

casino

without bonus

Look, im not trying to get my winnings or any other bonus but my money, i believe it is unfair and unjust to accept deposit without checking eligibility and then closing account and taking ones own funds. So i am seeking just my refund to my 2 consecutive deposits through binance pay.

Could you please explain in more detail what you mean by stating that there are many people using the same IP address as you?

Also, kindly forward me all communication between you and the casino customer support regarding the confiscation of your funds and the closure of your account at veronika.f@casino.guru.

Thank you for your patience and cooperation.

i mean I live in a house with many members and we share the same internet, i could not be sure and tell you whether other accounts in my ip exists or not. and even if that happened, all i am asking for is the money i deposited.

i only want direct refund on my deposit which i did with binance pay. Nothing more. Got the receipt if needed.

• Could you please specify the country of residence you selected while registering at this casino?
• Did you provide your real legal name when registering at this casino?
• Are you aware of the other two accounts that the casino flagged as your duplicate accounts?

Ethiopia

Yes

NO

All due respect, i think it would be better for both sides if you replied more quickly. Waiting for response for 1 week is frustrating.

Thank you for reaching out and I sincerely apologize for the delay in responding. We are currently managing over 1300 active complaints. While we strive to reply as quickly as possible, it is not always feasible to address all messages immediately. We have a 7-day response window for each complaint and will always get back to you as soon as we can. Thank you for your patience and understanding.

Before we proceed with the investigation, please specify what devices you used to access your casino account. Have you used any shared devices, or if you used your personal phone or computer, did you lend it to anyone else who may have an account at this casino?

i used my phone and no. could you please clarify the situation and the solution better. I am trying to understand if i could get refund of my own deposit, nothing else. my point is not why my account is closed or anything like that but if they claimed i was ineligible to access the casino, they should have blocked me from depositing, but they came up with this bullshit when i asked for withdrawal, which i view as a clear trap and any licenced casino would not trap its users. I am asking why they let me deposit first place not why they blocked my account and by doing so they trapped me into depositing money so i am asking for the money i got robbed. Nothing else.

If they think there was a duplicate account they should not have let me deposit in the first place.

I want to explicitly state on the record that I did not claim a Welcome Bonus or utilize any promotional materials on another account. No mathematical or financial advantage was gained over the house. This was a regular, cash-only interaction.

CosmicSlot’s backend system has zero issue automatically accepting my deposits and risking my real money. If I was fully ineligible to hold an account with them due to a duplicate, the system should have flagged this at deposit, not at withdrawal. They cannot legally hold a 'one-way' contract where they take my money when I lose but enforce rules only when I withdraw.

If CosmicSlot is declaring my account completely null and void under their terms, then the commercial relationship between us never legally existed. They have every right to refuse to pay out the winnings, but according to Casino Guru's own Fair Gambling guidelines, they must return 100% of my initial deposits. They cannot keep both my winnings and my deposits.

Hello nolwitdashifts,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

wow

Dear nolwitdashifts

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, Mirka (miroslava.d@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

Dear nolwitdashifts,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite CosmicSlot Casino representative to join this conversation.

Dear CosmicSlot Casino,

Could you please provide clarification regarding this case? Please also include evidence if needed.

Thank you in advance.

Dear Mirka,

Ethiopia is restricted for our project. This country cannot be selected during registration. The player selected Germany as their country.

Best regards, CosmicSlot Team

Dear CosmicSlot Casino,

Please send me evidence (f.e. screenshots from your system), that confirms, the player selected or inserted Germany as their country of residence to miroslava.d@casino.guru.

Thank you.

Dear Mirka

Evidence has been sent to your email.

Best regards, CosmicSlot Team

Dear nolwitdashifts,

After reviewing evidence provided by the casino we have reasonable grounds to believe, that you have used fake details during the registration process. This is generally against Terms and Conditions in online casinos, that is why we are unable to help you in this case.

Furthermore, this behavior is also against our Fair Gambling Codex:

Only use your own name and correct personal details (address, contact information, etc.) when creating a casino account.

I can only recommend you to play in online casinos, that allow registration form your country, and to always use true and correct details during the registration process.

Due to the aforementioned reason, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.