CosmicSlot Casino - Zahtev igrača za odgovorno kockanje je ignorisan.

Dear Casino Guru ,

I am writing to file a formal complaint against the online casino Cosmicslot (license number 8048/JAZ, 2019) , due to a serious failure on their part to implement a responsible gambling measure that I explicitly requested to protect me from my slots addiction!

Last Sunday I won a significant amount on their casino (24.900 euro balance reached)

I asked to withdraw everything but they gave me the withdrawal limit excuse of 3x400 maximum - and they stalled those for a week straight. I ended up losing 25.000€ and i got no cashback (on Monday as they promise ) that week of losing everything.

so i ended up using my last money and managed to win back a total of 6.000 euro again . I was delighted on Wednesday to see I hadn’t gone totally Broke due to my slot addiction. So,

On April 9, I contacted their live chat support with agent Monika and requested a daily loss limit of 60 euro per DAY - to be instantly applied to my account until my withdrawals were finalized and processed , in order to protect myself from excessive losses. I was instructed to send an email to their support team (kyc@cosmicslot.com), which I did - immediately-! However, my request was ignored by Cosmic Slot Casino , and no limit was ever applied to my account . 

As a result, I ended up losing over €6,000 within the next 24 hours — an amount that could have been avoided if the casino had respected my request in a timely manner. I am attaching a screenshot of my conversation with live support, which proves the time and nature of my request.

This incident represents a breach of responsible gambling standards, and I respectfully request a full investigation of this case, along with the appropriate full compensation for the losses incurred due to the operator’s inaction.

Please help me out to Get a full compensation for this horrible treatment by the Casino and total ignorance and irresponsibility to honor my request !!

Sincerely,

Manos D.

Cosmic slot casino username: Goaldriver 

Email : [hidden by Casino Guru]

Bank of Pireaus IBAN : [hidden by Casino Guru]

Dear Manolisderm2000,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.

Please accept my apologies for any inconvenience caused. As a general policy, we do not handle individual complaints specifically related to responsible gambling tools. While we understand the importance of these features, verifying whether they were properly set up and functioning can be a complex matter. These tools are typically intended to support, not replace, the standard self-exclusion and account closure options.

That said, I’ve checked the casino’s Responsible Gaming section and couldn’t find any mention of available loss limits. Please note that casinos are not obligated to offer such tools, and if this option is not provided, we cannot hold the casino accountable for not enabling it.

May I kindly ask—have you come across any reference to loss limits in the Terms and Conditions, or did a customer support representative inform you that setting them would be possible?

Thank you in advance for your response.

Best regards,

Veronika

The complaint is clear. It is an officially licensed casino. They let me lose €6000 while I asked to explicitly set a limit of €40 per day! We cannot say that the casino has no responsibility to adhere to the rules of fair play, responsible gaming and my choice!!

I explicitly asked for 40€ losses per day, which the casino ostentatiously and deliberately ignored so that I would be tempted to gamble due to addiction and lose everything again! Please, I did what was asked of me in the live chat by agent monika and I immediately sent my request officially to the financial department - clearly and distinctly.

I am requesting compensation of €6,000 of my money as I would not have lost this money if the casino had acted promptly and done what was necessary to set me the limit I requested! See attachments below.

It's an easy situation and the complaint is clear.

They told me I should send there to protect myself, I did so immediately, clearly and explicitly. And they did absolutely nothing on purpose to make me play them again!

Please help.

Είναι ξεκάθαρο το παράπονο . Είναι επίσημα αδειοδοτημένο καζίνο . Με άφησαν να χάσω 6000€ ενώ ζήτησα να θέσω ρητώς όριο 40€ την ημέρα ! Δε γίνεται να λέμε πως το καζίνο δεν έχει ευθύνη να τηρήσει τους κανόνες του fair play , responsible gaming και της επιλογής μου !!

ζητησα ρητά 40€ απώλειες την ημέρα , το οποίο το καζίνο αγνόησε επιδεικτικά και εσκεμμένα ώστε να μπω σε πειρασμό να παίξω λόγω εθισμού και να τα ξανά χάσω όλα ! σας παρακαλώ πολύ , έκανα ότι μου ζητήθηκε Στο live chat από την agent monika και έστειλα άμεσα -σαφώς και καθαρά το αίτημα μου επίσημα στο οικονομικό τμήμα kyc@cosmicslot.com

ζητάω αποζημίωση 6.000€ των χρημάτων μου καθώς δεν θα είχα χάσει αυτά τα χρήματα εάν το καζίνο δρούσε όπως πρέπει άμεσα και έκανε τα απαραίτητα για να μου θέσει το όριο που απαίτησα ! Δείτε συνημμένα κάτω .

ειναι εύκολη περίσταση και ξεκάθαρο το παράπονο.

μου είπανε ότι θα έπρεπε να στείλω εκεί για να προστατευτώ , το έκανα άμεσα ρητά σαφώς και καθαρά . Και δεν έκαναν απολύτως τίποτα επίτηδες ώστε να τα ξανά παίξω !

σας παρακαλώ πολύ βοηθήστε

any news???

Dear Manolisderm2000,

Thank you once again for sharing these additional details. I truly understand how frustrating this experience must have been, especially considering the efforts you made to protect yourself.

However, after a careful review of your case and the available information, we regret to inform you that we’re unable to proceed with your complaint.

Unfortunately, while we take responsible gambling issues seriously, we are not able to enforce compensation requests related to responsible gambling tools that were not yet implemented or were not part of the casino’s standard offerings at the time.

As mentioned previously, the casino’s website does not list loss limits as an available tool, and their terms do not commit them to implement such limits upon player request. While we understand that you reached out to request one—and it’s very unfortunate it wasn’t honored—casinos are not legally required to support custom loss limits unless explicitly offered.

We’re truly sorry we couldn’t help you further in this case. Thank you for your understanding.

Best regards,

Veronika

Casino.Guru Team