Cosmobet Casino - Zahtev za zatvaranje naloga igrača je zanemaren.

i put in an official complaint with the casino as they ignored my email requesting they block me indefinitely due to severe mental health and gambling addiction as well as. They allowed me to deposit after this email was sent as I was ignored. It wasn’t until I sent an email requested all deposits refunded that were allowed after 13.28pm on 1.12.24 with a complaint they did in fact respond days later, citing they "didn’t recieve said email" when I have the evidence of this. They have gone against policies and legislations regarding responsible gambling. When I have reached out to them and asked for a block. They are refusing to return the funds

Dear Rushin,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Cosmobet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please forward your initial account closure request and the casino's response to me?
• Send the information to my email tomas@casino.guru, or alternatively post screenshots here. Make sure the recipient's address, time and other key information is visible on the screenshot.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi

yrs no problem please see screen shots attached

Hi

just checking if there is any update regarding this? The casino are denying they have received this which I find to be very convenient…

Thank you for your patience, Rushin. We currently have hundreds of active complaints and we strive to reply as soon as possible in the allotted time of 7 days.

Please let me recap the timeline of events feel free to point out any mistakes in my assumptions.

1. you informed the casino about your gambling problems on December 1st at 13:28
2. Later that day on December 1st you deposited 2000 GBP
3. You wrote to the casino on December 5th that they haven't protected you and requested a refund.
4. The casino informed you on December 6th that they couldn't find previous communication from you and denied your refund request, but permanently closed your account.

Please understand that if your email was the only message or request made to the casino, such requests can, unfortunately, be overlooked. Even if such a request is not overlooked, we understand the request might take some time to be noticed and processed. If the casino protects the player within a reasonable time, after the casino is informed of the player's gambling issue, we consider such practice adequate.

Our recommendations for players who request self-exclusion are the following:

• Confirm Self-Exclusion with Casino

Ensure you receive a confirmation from the casino acknowledging your self-exclusion request.

If the casino does not respond, make reasonable efforts to contact them multiple times or through alternative channels.

• Keep Proof of All Relevant Communication

Keep records of all communication regarding your self-exclusion request.

If you approach the casino later to open a new account without completing the initial KYC, please note that we may be unable to mediate in future cases with this casino on your behalf.

• Complete Verification Process (KYC)

If you request self-exclusion but your account is unverified, it is recommended to complete the KYC verification process.

This helps the casino fully identify you, which can prevent issues if you attempt to open a new account in the future.

Please let me know if there is information I might have not considered, otherwise, we won't be able to argue for a refund on your behalf from the casino.

Hello,

no I did not deposit just the once, this was multiple deposits over the 4 days where the casino did not follow responsible gambling by following through on my account closure.

24 hours is legislation in regards to time frame of emails to be actioned. It is not legible that the email "was over looked" it’s also not legible to state I must chase and chase when as seen the email was sent to the correct address and j followed all procedures as per the terms and responsible gambling. It also states on cosmobet website their staff are trained to flag problem gamblers again they failed to do so before I sent the email.

refunds should be returned to me due to all of the above .

the kyc process was completed

Thanks for the clarification.

Could you please confirm your self-exclusion request and refund requests were sent from the same email address and addressed to the same recipient?

If you have both emails saved, please send them as attachments to my email at tomas@casino.guru

I apologize for the delay in response and for the inconvenience.

Hi

i have sent the attachments

Thanks for your email.

I apologize for taking this long to respond.

• Have you tried to contact the casino in alternative ways, after your request was not followed up on?
• Could you please specify when exactly you made further deposits in the casino?

Please let me know.

i emailed them as per their own terms and conditions

I was able to deposit for 4 more days after the request was made. It wasn’t until I put in the complaint and threatened action they blocked me

Thank you very much, Rushin, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Rushin,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Cosmobet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Cosmobet Casino,

Could you kindly provide detailed information regarding this case? Specifically, I would like to understand why the player’s request to close their account due to a gambling problem was not honored.

Your clarification on this matter would be greatly appreciated.

Thank you in advance for your response!

Best Regards,

Kubo

Hi kubo,

just an update for you. The casino have still not resolved this issue or communicated with me

Dear Rushin,

We are currently looking into this matter and will get back to you as soon as possible.

Best regards

Hello,

you have emailed me the same response as always several times. No refund as seen in your terms and conditions however you have broken your own terms and conditions as I have explained several times by ignoring my email about my mental health and gambling addiction. You cited "we did not recieve email" even though I have produced evidence of this many times.

you continue to send the same auto response and have not dealt with this complaint professionally or fairly

please see reply that I keep being sent. Cosmobet once again ignoring the fact they ignored my first request and subsequently exploited my gambling addiction allowing further deposits until I threatened action

Dear Rushin,

Could you please clarify the amount and the date of your last deposit into Cosmobet Casino?

Thank you for your assistance.

The very last amount was £10 on the 05/12/24. However there was multiple that day and the days between from when I put the complaint in.

Dear Rushin,

Thank you for providing the requested information. Based on the evidence we have gathered so far, I regret to inform you that, from our perspective, you are unfortunately not eligible for a refund of your deposits made between December 1, 2024, and December 5, 2024.

There are two primary reasons for this decision:

• Insufficient Action Taken

While self-exclusion and responsible gambling are critical matters, they often require extra diligence, particularly in cases where casinos handle such requests manually. Unfortunately, in your case, you sent a single email to the casino without taking any further steps to ensure they acknowledged your request. This approach significantly decreased the likelihood of your self-exclusion being processed promptly, especially as your email was sent on a Sunday, when response times are often slower.

Many casinos, including Cosmobet Casino, do not have automated systems for handling self-exclusion requests, making it necessary for players to ensure their request is acknowledged. As stated in the Responsible Gambling section of Cosmobet Casino’s Terms & Conditions, reaching out via Live Chat is recommended for such matters. However, you relied solely on an email, which raises concerns about your intentions and could suggest a possible attempt to exploit the self-exclusion policy.

• Deposits Made Immediately After Request Submission

Despite submitting your self-exclusion request, you proceeded to deposit significant amounts into your casino account the very same day. As previously mentioned, in many casinos where self-exclusion requests are processed manually, a reasonable timeframe of a few business days is expected for the casino to act on a request. In your case, the casino had not even acknowledged your request by the time you made those deposits, for the reasons mentioned above.

Once you followed up during regular business hours, the casino promptly acted on your request and closed your account the next day. This response falls well within what is considered a reasonable timeframe for manual self-exclusion processes.

Regarding the legislation you referred to in the complaint, it is important to clarify that while self-exclusion policies requiring immediate action are enforced in the United Kingdom under the UK Gambling Commission (UKGC), these regulations do not extend globally. Most European licensing authorities, such as those in Malta or Sweden, do require casinos to act within 24 hours or immediately. However, since you chose to play at a casino licensed by the Curaçao Gaming Control Board (GCB), the casino's obligations are defined by the regulations set forth by the Curaçao licensing authority, which does not impose such strict requirements.

For the reasons outlined above, I must regrettably reject your complaint as unjustified.

For future reference, if you have registered with other offshore casinos and wish to self-exclude from them, I strongly recommend ensuring your request is properly acknowledged, whether via email, Live Chat, or another direct method, so the casino can take appropriate action in a timely manner.

Thank you for your understanding, and I’m sorry I could not be of more help on this occasion.

Best Regards,

Kubo