Cosmobet Casino - Račun igrača je zatvoren i sredstva kasne.

Hello,

I am submitting this complaint against Cosmobet Casino regarding a remaining balance of 2,240 EUR that has not been paid to me, after the casino permanently closed my account without giving any specific reason.

In early March 2025 I was playing slots at Cosmobet (Big Bass Return to the Races and Burning Reels) and built my balance up to around 6,240 EUR. I then went through the casino's full verification process. On 5 March I uploaded my ID, proof of address, card and IBAN, and completed a live selfie verification. After that I requested my first withdrawal of 4,000 EUR to my IBAN.

The casino then asked for an additional video verification. On 11 March and 12 March I sent the requested videos in selfie mode, holding my ID together with a piece of paper showing the current date, my full name, the casino name and my username, exactly as they instructed. On 14 March the video was approved.

On 17 March I received the first 4,000 EUR to my Luxon account. I then requested the withdrawal of the remaining balance of 2,240 EUR.

On 24 March, before this final withdrawal was processed, my account was suddenly blocked. I emailed support asking why and received a very short reply from an agent (Annalise) stating only that my account had been permanently closed for a violation of the Terms & Conditions, pointing me to articles 9 and 10. No specific reason was given, no evidence of any breach was provided, and no chance was given to respond. The casino had already paid me 4,000 EUR and approved every verification step (ID, address, payment method, live selfie, video) without flagging anything wrong. Closing the account at the exact moment of the final payout makes no sense.

About one month ago I went back to the casino to follow up on this last payment, since the 2,240 EUR has still not been returned to me. I asked for clarification of which specific clause I supposedly breached and for the remaining balance to be released. I have not received a meaningful response, no specific explanation, and no payment.

The casino fully verified my identity, my payment method, my address, and my live face on video. They paid the first 4,000 EUR without any issue. There is no consistent reason to withhold the remaining 2,240 EUR. I would really appreciate Casino Guru's help in resolving this fairly.

Thank you.

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Dear jod1eM,

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.

• Have you contacted the casino customer support via email to ask about the reason why your account was blocked?
• Did you lose access to your account directly after submitting the documents for the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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

I just get a generic reply

I got paid once and after they block me

I think I got a bonus not sure

Answer on 3 questions.

Dear jod1eM,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

Done.

Thank you for your reply. Could you please forward all documents you provided to the casino for verification as well?

You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and assistance.

Sorry was away done.

Hello,

Thank you for forwarding the communication between you and the casino's customer support.

Unfortunately, I was unable to locate the documents you submitted for the KYC verification among the files received. Could you please check and resend the documents you provided to the casino during the verification process?

I look forward to your reply.

Best regards,

Attila

Dear jod1eM,

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.

KYC was uploaded video sent.

Dear jod1eM,

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, Mirka (miroslava.d@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.

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

Kind regards,

Attila

Dear jod1eM,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Cosmobet Casino representative to join this conversation.

Dear Cosmobet Casino,

Could you please provide clarification regarding this case? Please also include evidence if needed.

Thank you in advance.

Dear Mirka,

Thank you for your message.

Following an internal review, the player's account was found to be in breach of our Terms & Conditions. As a result, the account was closed in accordance with the relevant provisions of our anti-fraud and promotional abuse policies.

Due to the nature of our security procedures, we are unable to disclose specific details publicly. However, we can confirm that the decision was made following a thorough investigation and was not taken solely on the basis of the player's withdrawal request or verification process.

We are prepared to provide Casino Guru with the relevant evidence and a detailed explanation through private communication for independent review.

To avoid disclosing sensitive security-related information publicly, we will submit all relevant evidence and supporting documentation directly to your email address for confidential assessment.

Kind regards,

Cosmobet Casino Team

Dear Cosmobet Casino,

I sent you an email. Please check your inbox.

Thank you.

Dear Mirka,

Thank you for your message.

We have reviewed your email and have now provided a detailed response together with the supporting information and evidence via email for your confidential review.

Please let us know if any additional information is required.

Kind regards,

Cosmobet Casino Team

Dear Mirka,

Thank you for continuing to work on my case.

I want to make one point clearly. I deposited and played with my own money and took a real risk of losing it. If those spins had gone the other way, the casino would have kept my money without a word about Terms and Conditions. The risk only ran one way, against me.

What makes this closure impossible to accept is that the casino had already accepted me and paid me. They approved every verification step I completed, including ID, address, payment method, a live selfie and a dated video holding my ID, and then paid the first 4,000 EUR to my account on 17 March. Only when the final 2,240 EUR was due did they suddenly block my account and point to articles 9 and 10. If my account were genuinely in breach of their anti-fraud or promotional rules, they would not have verified me so thoroughly and paid the larger part of the balance first.

The casino has referred to articles 9 and 10 and to promotional abuse, but I have never been told what I actually did to breach those terms, and no evidence of any breach has ever been shown to me. I ask that the casino state the exact breach and provide the evidence for it. Withholding 2,240 EUR of a balance they had already begun paying, with no specific explanation, is not fair.

I would be grateful for your help in getting the remaining balance released or the specific breach evidenced.

Thank you.

Dear jod1eM,

Can you please clarify:

• which devices and types of internet connections you used to access this casino
• is there someone else in your household, or someone you know, who has account in this casino
• has there been any instance, when someone else logged in to their account on your device, or you logged in to your account on someone else's device?

Thank you.

Dear jod1eM,

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.

Dear Mirka,

Thank you for your questions. Happy to clarify each point.

1. Devices and internet connections: I accessed the casino from my own Windows laptop. I am the only person who uses this laptop. Regarding internet connections, I live in shared student accommodation in Ireland, so I connect through a shared broadband/Wi-Fi network that is used by other residents in the building. That means the IP address of my connection is naturally shared by multiple unrelated residents, which is completely normal for a student living situation.

2. Household members or people I know with an account: No. Nobody else in my household has an account at this casino, and I am not aware of anyone I know holding one.

3. Cross-device logins: No. Nobody else has ever logged into my account on my device, and I have never logged into my account on someone else's device. The account has only ever been operated by me, on my own laptop.

If the casino's confidential evidence relies on a shared IP address, I would respectfully note that an IP address identifies a network connection, not a person. In shared accommodation, many unrelated residents appear on the same IP, and that alone cannot establish that I hold or am linked to another account.

I would also repeat the point about the casino's own conduct. They approved my ID, address, payment method, live selfie and a dated video verification, and then paid out 4,000 EUR to me on 17 March without any concern. If my account genuinely breached their anti-fraud or promotional rules, that breach existed just as much when they approved the video and released the first payment. Only the final 2,240 EUR was suddenly a problem.

I remain willing to answer any further questions and to provide any documentation that helps clarify my situation.

Thank you for your continued help.

Kind regards

Dear Cosmobet Casino,

I sent you an email. Please check your inbox.

Thank you.

Dear Mirka,

Thank you for your message.

We have reviewed your email and have now provided a detailed explanation of the screenshots via private communication so you can better understand what you are looking at.

Should you require any further clarification, we will be happy to provide it promptly.

Dear Cosmobet Casino,

I sent you an email. Please check your inbox.

Dear Mirka,

Thank you for your email.

We have now responded directly to you via email and provided the requested information for your confidential review.

Should you require any further information or clarification, we will be happy to assist.

Dear jod1eM,

After carefully reviewing all the information and confidential technical evidence supplied by the casino, we have reasonable grounds to believe you engaged in creation of multiple accounts.

As the linked accounts obtained the same welcome bonus, we consider the casino’s action justified under its rules concerning multiple accounts and promotional abuse.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

If you disagree with our decision, feel free to contact the Curaçao Gaming Control Board Licensing Authority and submitting a complaint through their official contact form at https://www.gamingcontrolcuracao.org/contact.

Best regards,

Mirka