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