Cosmobet Casino - Račun igrača je zatvoren, a sredstva konfiskovana.

I deposited funds on Cosmobet and built up a balance of 9,700 CAD. I did not use any bonuses. I then completed the KYC verification process as requested, which was fully approved.

Immediately after verification, my account was permanently closed and my entire balance of 9,700 CAD was confiscated. I was offered only my last deposit minus a 20% "transaction fee."

I contacted the casino multiple times to understand why my funds were taken. I asked one simple question: what did I do wrong? Five different agents responded over the course of several days (Lana, Maya, Levi, Mira, and Henry Blake), but not a single one provided a concrete answer. They only sent copy-pasted generic responses.

When I filed a formal complaint with the Complaints Department, I was redirected to the Support team. When I contacted Support, I was redirected back to the Complaints Department. I was sent in circles with no resolution.

The only substantive response came from a Compliance Officer who stated that "internal findings and supporting evidence cannot be disclosed." In other words, the casino openly refuses to explain what I did wrong or provide any evidence.

I simply deposited, played, and passed their verification. I did nothing else. My 9,700 CAD has been taken without any justification.

What I am requesting:

Full return of my 9,700 CAD balance.

Evidence I can provide:

- Full email thread with KYC team (3 agents, no answers)

- Full email thread with Complaints/Support (redirected in loop)

- Compliance Officer response explicitly refusing to provide evidence

- KYC verification approval

- Deposit and transaction history

Important notice:

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Dear bertinmo,

Thank you very much for submitting your complaint.

I’m sorry to hear about the problem you’ve experienced with your account closure and the confiscation of your balance.

In order for us to better understand the situation and proceed with the investigation, I would like to kindly ask you to provide a few additional details:

• What payment method(s) did you use for your deposits and attempted withdrawals? Were all payments made strictly from accounts/cards in your own name?
• Have you ever had any other account with this casino or any related brand before?
• Could you please specify which games you were playing (e.g., slots, live casino, table games)?
• Have you already accepted or rejected the partial refund (last deposit minus 20%)?

If it is more convenient for you, you can also forward any other relevant communication and documents directly to petronela.k@casino.guru, and we will attach them to your case.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Thank you in advance for your reply.

Best regards,

Petronela

Dear Petronela,

Thank you for looking into my case. Here are the answers to your questions:

1. All deposits were made via cryptocurrency from my personal wallet.

2. I have never had another account on Cosmobet. I have played on similar platforms before like goldenbet and mystake without any issues. I think this is kind of the same company behind ? I don't know but it looks pretty similar in the kyc process , odds, slot and everything except the design and some few things.

3. I played all three. Slots, live casino, and sports betting.

4. I have not accepted or rejected the partial refund. I asked the casino to verify whether this might be an error on their side, since I have not done anything wrong. I never received a proper answer.

I can forward all email exchanges and documents to your address if needed => KYC approval confirmation, the full thread with five agents (none of whom answered my question), and the Compliance Officer's response stating that "internal evidence cannot be disclosed."

Thank you for your help.

Best regards,

Morgan

Hi bertinmo,

Thank you for your reply.

After reviewing it, I must say the situation appears confusing and inconsistent. The casino refers to both Article 13 (dormant accounts) and Article 14 (transfer of rights to third parties), which are unrelated. This lack of clarity makes it difficult to understand the actual reason for your account closure.

Before we proceed, I would like to kindly ask you to provide:

• confirmation of your KYC verification approval

This is especially important since your account was closed right after verification.

Thank you in advance for your cooperation.

Hi Petronela,

Thank you for reviewing this carefully and for spotting the Article 13/14 inconsistency... I agree, it makes no sense but it seems they don't care.

Regarding KYC confirmation: my verification was fully approved before the account closure. I am attaching a screenshot from my Cosmobet account showing the KYC status marked as "verified".

For context, after the kyc verification on the website, Cosmobet requested a video verification. I submitted the video by email as instructed (me in video with ID card and some information on a piece of paper). I can forward that email thread and the video as well if it would help.

Please let me know if you need anything else,

Morgan

Dear bertinmo,

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, Martina (martina.b@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.

Please note that if the issue becomes related to sports betting, we may not be able to continue assisting you. This is because our complaint resolution service focuses exclusively on online casino-related issues, and sports betting falls outside of our scope of expertise and mediation.

Additionally, regarding the video you mentioned, please send it directly to Martina so it can be reviewed as part of the investigation.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Dear bertinmo,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Cosmobet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Dear Martina,

Thank you for your message.

We take this matter very seriously and have conducted a thorough internal review of the case. Based on our findings, the account was closed in accordance with our Anti-Fraud Policy due to irregularities detected during the verification process, specifically indicators of third-party involvement.

As this relates to internal security procedures, we are unable to disclose detailed evidence publicly.

To ensure full transparency with your investigation, we have provided all relevant details, including supporting verification logs, directly to you via email.

Please review the materials and let us know if any further clarification is required.

Kind regards,

CosmoBet Team

Dear Cosmobet Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

Dear Martina,

Thank you for your continued review of this case.

We have provided the requested information privately via email for your assessment. Please let us know if any further clarification is required.

Kind regards,

Cosmobet Team

Dear Cosmobet Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.