Cosmobet Casino - Igrački nalog je ostao aktivan uprkos samoproglašenim problemima sa kockanjem.

Complaint Overview & Reason for Investigation

I am lodging this formal complaint against Cosmobet due to a severe and negligent breach of Responsible Gambling and Player Protection protocols.

The core of my complaint centers on the operator's failure to execute an immediate account closure after an explicit declaration of problem gambling, which resulted in avoidable financial harm.

Key Reasons for Casino Guru Investigation:

Failure to Protect a Vulnerable Player: On 20/07/2026, I explicitly informed Cosmobet via email that I suffer from gambling issues and requested an immediate account closure.

Unjustifiable Delays: Despite industry standards requiring immediate or near-instant account suspension upon a problem gambling disclosure, Cosmobet left my account fully active for nearly two weeks.

Facilitation of Financial Harm: Because the operator failed to restrict my access, my gambling compulsion was exploited. I was permitted to log back in and make multiple subsequent deposits over a two-week period.

Rejection of Accountability: The casino has refused my requests for a refund, defensively claiming they "acted in a timely manner." A two-week delay to close the account of an self-declared problem gambler is contractually and ethically indefensible.

Payment Obfuscation: Additionally, the operator utilizes irregular third-party payment structures (transaction laundering) that disguise billing descriptors, which initially prompted my account closure request on 05/07/2026.

Sought Outcome:

I am requesting Casino Guru’s mediation team to investigate this timeline and compel Cosmobet to refund all deposits made after my explicit problem gambling declaration on 20/07/2026. I possess full, time-stamped email correspondence confirming that the casino received my warnings and failed to act.

i have many screenshots but the app will only allow me to uploads 5 I can supply the rest on request

thank you for your help

kind regards

Lewis

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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.

• Could you please forward me the full, original emails containing your self-exclusion requests at veronika.f@casino.guru, along with the casino's responses? Ideally, please send them as .eml attachments rather than screenshots. It is also important that you include the complete communication history up to the point when the casino confirmed that your account had been successfully closed.
• Have you passed the full KYC verification at this casino, or at least submitted any identity documents for verification?
• When exactly was your account closed?

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

Hi thank you for your response. I will forward the full email chain to your email address. And yes I had completed full verification with the site. And my account was finally closed after my third email on 31st July

thank you for looking it this for me.

kind regards

Lewis

Dear Mrspinz83,

Thank you for your emails. After reviewing the communication you had with the casino, we noticed that you mentioned the possibility of initiating a chargeback regarding the disputed payment.

We understand that you may have been frustrated with the situation when making this statement, and we are not suggesting that you have actually initiated a chargeback or that you intended to do so. However, we have to take such statements seriously.

From a casino's perspective, a chargeback may be considered fraudulent when it is used to reverse a payment that was voluntarily authorized by the player and where the deposited funds have already been credited to and used on the casino account. Because of this, a stated intention to initiate a chargeback can put the matter into a different category from an ordinary casino dispute.

Our complaint process is intended to mediate disputes between players and casinos. We cannot, however, mediate a complaint when there is a stated possibility that the payment may also be disputed through a chargeback. In such situations, we cannot know whether the chargeback threat was merely made out of frustration or whether the player actually intends to pursue it. We therefore have to apply the same approach consistently and generally reject cases where a player threatens to initiate a chargeback.

This is also why we cannot make an exception based on whether a chargeback has actually been submitted. Once such an intention has been communicated to the casino, we cannot reasonably expect the casino to treat the matter solely as a regular complaint while the possibility of a chargeback remains.

For this reason, we will not be able to mediate this particular dispute.

Please understand that this decision does not mean that we have determined that you committed fraud, nor does it constitute a finding on the merits of your dispute with the casino. It is simply a consequence of our policy regarding complaints involving chargeback threats.

Best regards

Veronika

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