Cosmobet Casino - Pristup igračevom nalogu je odložen.

Inaccessibility to account and $9700 balance due to lost email and phone.

I am unable to access my Cosmobet account, which holds a balance of approximately $9700. Due to the loss of my mobile device, I have lost access to my registered email address (yndkamkdm8@gmail.com) and do not remember my password.

​The Problem:

Despite explaining the situation to Cosmobet support multiple times, they insist that I contact them only via the lost email address. This is a Catch-22 situation; I cannot access the email to send the request, and they refuse to verify my identity through alternative methods. They have even suggested closing the account rather than helping me recover it.

​My Request:

I am fully prepared to undergo a rigorous KYC (Know Your Customer) process, including providing my ID, proof of address, and any transaction history (bank/crypto statements) to prove my ownership of the account. I request that Cosmobet allows me to update my registered email address after successful identity verification so that I can regain access to my funds.

​Evidence:

I have saved transcripts/records of my previous interactions with their support where they refused alternative verification. I am happy to provide these to the CasinoGuru team upon request.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Takataka,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you kindly confirm whether you have shared the information requested by the casino in the email you received?
• Have you successfully passed the KYC verification?
• Are you currently able to access your casino account? If so, have you considered reaching out to the casino through live chat for assistance?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Dear Takataka,

Thank you for your response. Could you please advise whether you have forgotten your password to both your email and casino account?

If so, have your tried resetting your email password?

Thank you in advance for your reply.

That is correct.

​I have managed to identify my previous email address, but I have forgotten the password for it. Furthermore, since I no longer have my original smartphone, I am unable to perform a password reset. The same applies to my casino account password.

​I am fully aware that losing my smartphone was my own fault, but I would truly appreciate your assistance in this matter.

Dear Takataka,

Thank you for your response. I understand that this situation can be frustrating. Unfortunately, it is ultimately the player’s responsibility to maintain access to their registered email address, and, as such, the casino cannot be held accountable in this instance. I would kindly recommend resetting your password and attempting to recover your email address. Please note that the email can typically be accessed from multiple devices, so the loss of your smartphone should not pose an issue in this case.

Please let me know of any further developments.

Best regards,

Attila

I understand what you're saying, but unfortunately, recovery isn't possible. I'll do whatever is necessary for identity verification; could you please allow me to access the site?

Dear Takataka,

Thank you for your response. I understand that this situation may be frustrating. However, as previously mentioned, it is ultimately the player's responsibility to ensure ongoing access to their registered email address. Consequently, the casino cannot be held liable in this instance. I can only recommend that you always register in casinos with a verifiable email address. Additionally, it may be beneficial to attempt to recover the password to your email account so that you can reach out to the casino for assistance.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Attila