Cosmobet Casino - Dobici igrača su konfiskovani zbog problema sa nalogom.

i deposited 750 and signed up for the welcome bonus of 100%. i wagered the amount that was required (30x) in slots and didnt pass 5 dollar bet size . i ended up winning 5575 cad. then i verify my account. and right after i do that my account balance went from 5575 to 600. i contact support and was told i broke their terms by having more than one account. which i have never done such a thing. i have never signed up more than once in their website. this is the first time i ever signed up to cosmobet so i have no idea where this accusation is coming from.

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please advise if you played any games other than slots, such as live casino, sports betting, etc.?
• Is there any chance that you created an account in the past and forgot about it?
• If there isn't, could someone else from your household or using the same IP address also create an account at this casino?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Could you please advise if you played any games other than slots, such as live casino, sports betting, etc.?

no , just slots

Is there any chance that you created an account in the past and forgot about it?

no never have

If there isn't, could someone else from your household or using the same IP address also create an account at this casino?

no one else in my household has created an account with them.

i would also like to say that i just discovered that cosmobet is part of a company called Santeda International B.V thats been linked to illegal gambling practices. they operate under a false and fake gaming liscence. they accuse players of things and fabricate false evidence such as this case : https://casino.guru/complaints/cosmobet-casino-player-s-winnings-have-been-confiscated-2

i will also attach pictures form casinomeister forum (very reputable casino forum) and also government lawsuits against Santeda International B.V below

Thank you very much for your reply and sharing your findings with us, buitragobenedicto2. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear buitragobenedicto2,

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,

Kristina

Hello buitragobenedicto2,

My name is Michal, and I have now taken over your complaint. I've reviewed the details of your case and will be reaching out to the casino to see how I can assist.

We would now like to invite Cosmobet Casino to join this conversation.

Dear Cosmobet Casino,

Could you please provide any evidence you have regarding the alleged violations of your terms and conditions that the player is being accused of?

You are welcome to send the relevant information directly to me at michal.k@casino.guru for an independent review.

Thank you in advance.

Dear Michal and buitragobenedicto2,

Thank you for bringing this matter to our attention.

We take allegations regarding account restrictions and bonus rule violations very seriously. Our team has started a thorough review of the player’s account, including account activity, verification records, and any technical indicators related to the multiple-account concern mentioned.

At this stage, we kindly ask for a little time to complete the investigation and collect all relevant information. Once the review is finalized, we will provide a detailed explanation of our findings and share the appropriate evidence with you directly.

We appreciate your patience and cooperation while we look into this matter.

Kind regards,

Cosmobet Casino Team

Dear Cosmobet Casino Team,

Thank you for your reply. I am looking forward to examine the findings from your investigation concerning the purported breaches of your terms and conditions that the player is being accused of as an independent party.

Dear Michal,

Thank you for your message.

We would like to inform you that we have completed our internal review of this case. For security and data protection reasons, we will share the relevant supporting documentation with you directly via email for your independent assessment.

Please let us know if any additional information is required.

Kind regards,

Cosmobet Casino Team

Dear Cosmobet Casino Team,

Thank you for your email. I have responded back with some additional enquiries and am looking forward to your reply.

Dear buitragobenedicto2,

Please forward me all the documentation you have provided the casino team for the KYC verification to michal.k@casino.guru for an independent review.

Additionally, can you please confirm which devices (make, model, OS, etc.) you have used for playing the casino, as well as your internet connection? Are you using your own home internet connection (Wifi or cable connection) or do you use mobile internet?

Can you please confirm your home IP address for me? There are a lot of articles on how to find that on the internet, for example, https://www.tp-link.com/us/support/faq/838/

Thank you in advance.

i sent you everything on your email

Dear buitragobenedicto2,

Thank you for your email.

Dear Cosmobet Casino Team,

I'm looking forward to your email.

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.

pretty ironic that they stopped replying all of a sudden no ?

Dear buitragobenedicto2,

I understand your point, and I would greatly appreciate receiving their response as well. I have reached out to the casino team once again today and remain hopeful that they will reply shortly, allowing us to move this case forward toward a resolution.

Dear Cosmobet Casino Team,

I look forward to your response at your earliest convenience so we can move this case forward toward a resolution.

they just sent me this email now by the way:

Thank you for your patience.

After reviewing the case, we identified issues during the verification process that are not in line with our Terms and Conditions.

While we acknowledge the additional documents provided, they do not resolve these concerns. Therefore, our decision remains unchanged.

We are happy to provide further details directly to the mediator if needed.

Kind regards,

Cosmobet Casino Team

so it seems you are changing the entire narrative of your initial accusations that lead to you stealing my money, and now that your accusations have been quickly disproven, you resorted to fabricating yet another accusation.

this whole situation all seems to fit the reputation of this casino and the Santeda International B.V company. A company linked to illegal gambling practices and operate under a false and fake gaming license.

Dear Cosmobet Casino Team,

Thank you for your cooperation thus far. I acknowledge that, during a more in-depth investigation, certain initial concerns may prove to be not fully supported, while additional potential rule violations may come to light. I also recognize that the information and evidence you have provided raise valid questions and partially explain the reasoning behind your actions. However, at this stage, I am not in a position to fully align with the measures taken.

The player has remained cooperative throughout the process and has submitted additional information and evidence that appear to address, at least in part, the initial concerns raised.

In light of all this, I believe the most appropriate next step would be to arrange a video verification call with the player. This would provide an opportunity for the player to demonstrate their legitimacy and to directly address and potentially refute the allegations in a transparent and controlled manner.

I trust this approach could help move the case toward a clearer and mutually acceptable resolution, and I strongly encourage your consideration of this step. I have also responded to you via email.

I look forward to your timely response, and I remain hopeful we can clarify the situation.

i would be more than happy to do a video call to help clear any accusations made towards me.

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.

Dear Michal,

Thank you for your message.

We would like to inform you that we are currently reviewing the case further and coordinating the next steps in line with your recommendation.

We will provide an update as soon as more information becomes available.

Kind regards,

Cosmobet Casino Team

Dear Cosmobet Casino Team,

Thank you for your engagement in this matter although we could not find a mutual understanding how this case could or should be addressed.

Dear buitragobenedicto2,

Thank you for your cooperation and patience while I have been carefully reviewing your case and exploring possible ways to reach a possible fair resolution.

I have been in ongoing communication with the casino team in an effort to clarify the circumstances and assess the situation from all sides. While they have provided some information and evidence that raises valid considerations and may partially explain the reason for their action. At the same time, despite my repeated requests, the casino has not provided sufficient supporting documentation to allow for a comprehensive and independent assessment. Additionally, the option of a video verification call—which could have offered an opportunity to demonstrate your legitimacy and address the concerns directly—was not pursued.

They have ultimately decided to maintain their original decision.

In light of these factors, and based on the information and evidence currently available, we are not in a position to fully support the casino’s actions, and the confiscation of your winnings appears, at this stage, to lack sufficient justification.

This lack of transparency does not align with the principles of fair practice that we strive to uphold to ensure a fair gambling environment for both players and operators.

As a result, we regret to inform you that we must close this complaint as Unresolved—Insufficient evidence from the casino.

I understand that this is not the resolution you were hoping for, but we believe that the decrease in the casino’s rating due to unresolved complaints may encourage them to reassess their approach. Should the casino choose to respond and resolve the matter, we will reopen your complaint and notify you via email. In the meantime, if you wish to pursue your case further, you may submit a complaint to the Curaçao Gaming Authority (CGA) via email at complaints@cga.cw. You may also find our article on How to submit a complaint to a regulator | Casino Guru helpful. Although the CGA currently does not handle individual disputes between players and gaming operators, they may review the situation for potential violations of law. Please let me know how they respond at michal.k@casino.guru if you decide to pursue this option.

I sincerely apologize for not being able to provide more assistance on this occasion.

Best regards,

Michal

Casino Guru

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

I have been in contact with both the player and the casino, and I can confirm that the recommended course of action has been implemented by the casino. The casino has reached out to the player to arrange the required video verification; however, it appears that there have been difficulties in agreeing on a suitable time for the call.

Dear buitragobenedicto2,

As I informed you via email, while I understand your dissatisfaction with the time slots proposed by the casino for the video verification, a reasonable degree of flexibility is required from both parties in order to move the process forward.

Based on the information provided, the casino has made efforts to offer available appointment times, and despite the difference in time zones, the proposed schedules do not appear to be unreasonable. To help facilitate a resolution, I would kindly ask that you provide the casino with specific dates and times that would be convenient for you so that a mutually suitable arrangement can be reached.

I look forward to your response.

anytime between 1 pm and midnight EDT monday to sunday

Dear buitragobenedicto2,

Thank you for your response.

Dear Cosmobet Casino,

Would it be possible for you to accommodate the player’s preferred timing? Alternatively, could you please advise which time slots are most suitable for your team, so we can try to align them as closely as possible with the player’s availability?