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Hello,

My account was previously excluded with this sister site.

I have an existing gambling issue and clearly patterns were forming on my account. I noticed that when they were taking the payments they were adding a bit more extra on to the payments.

Fornexample.. £300 deposit. £330 would come out of my bank.

They are refusing to cooperate and now I have asked them to close my account I can’t access any information to assist me.

i have asked them for a refund of all of my deposits.

please could you help me try and get my deposits back as they overcharged me and never put it on my account.

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Dear misscoups88, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

I have reviewed the responsible gambling policy, and this is what I found: 

Self-Exclusion

In case the situation is more serious, the Player may request the self-exclusion for an extended period. You shall contact our customer support team via email and request the self-exclusion for a period of between 6 months and 5 years. In case the User does not specify the period for the self-exclusion, the Account will be closed for 6 months.

It can be difficult to determine whether a person’s gambling has become problematic though. If you have gambling related issues, please mention it while closing the account, so our staff will act responsibly.

Unfortunately, it is not stated that all accounts held at other casinos operated by the same company will be automatically blocked or self-excluded. Please understand that self-excluding from one casino does not necessarily guarantee protection across all associated platforms. 

To proceed further, could you please confirm whether you specifically requested a self-exclusion from Cosmobet Casino?

Additionally, could you please confirm whether I understand correctly, that you currently do not have access to your gaming account?

I look forward to your reply. 

Best regards, 

Attila G.

Hi!

thank you for coming back to me.

i requested a self exclusion from them but they claim that they have done it when I raised the issue with them.

i don’t have access to my account they’ve blocked me completely from the website.

thanks.

Dear misscoups88, thank you for your response.

Could you please confirm whether the deposits in question were made before or after requesting a self exclusion from Cosmobet Casino?

Thank you in advance for your reply.

They were made before but they claimed to have closed my account when that’s incorrectz

Hello misscoups88,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila 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 Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear misscoups88, thank you for your response. Could you please forward your communication with the casino, especially your self-exclusion request?

Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

Thank you very much in advance for your reply.

Hi.

as soon as I mentioned about the deposits they closed my account on chat. I explained my issues.

please find attached screenshots.

Dear misscoups88, thank you for your response. Could you please confirm whether you have been successfully self-excluded from the casino? Can we proceed with the closure of this complaint?

Thank you in advance for your reply.

i don’t think you seem to understand. I am after all of my deposits back from them and I was wanting your help in doing so.

they have blocked me from the site.

Dear misscoups88, thank you for your reply.

As per your previous response, the deposits in question were made before you requested a self-exclusion from Cosmobet Casino:

They were made before but they claimed to have closed my account when that’s incorrectz

For this reason, we have no grounds to request any refunds from the casino. If I misunderstood the situation, please feel free to clarify and provide additional information.

Alternatively, we will be forced to close this complaint.

Thank you for your understanding.

Sorry I haven’t been clear.

Several deposits were made on my account before the self exclusion.

For example.. deposit £300 and they took £330 out of my bank. They also did one for £185 when I put a deposit of £150 Then on confrontation they closed my account.

This is why I am seeking a refund.

Dear misscoups88, thank you for the clarification.

Before we proceed with the resolution of this complaint, could you please forward receipts for the deposits in question? Alternatively, you can attach a bank statement covering the relevant period.

You can reach me via email at attila.g@casino.guru.

Thank you for your patience and cooperation.

I have sent these over to you by email.

Dear misscoups88, thank you for your response. I have carefully reviewed the evidence provided; however, I was unable to locate the email in which you specifically requested a self-exclusion from Cosmobet Casino. Would you be so kind as to forward that email to me? Thank you for your assistance.

Dear misscoups88,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru