Cosmoswin Casino - Igrač se suočava sa prevarom sa depozitom.

I deposited $9,161 in virtual currency, but it wasn't reflected in my account balance, and I never received a reply when I inquired. Furthermore, the virtual currency item disappeared from the deposit screen after that. This is clearly a deposit scam.

9161ドルを仮装通貨で入金したが、アカウントの残高に反映されず、問い合わせしても返信が来なくなった。しかもその後、入金画面から仮想通貨の項目が消えた。明らかな入金詐欺。

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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.

Have you made any successful deposits into this casino before?

Could you please forward me the deposit receipt showing the amount you allegedly sent to the casino, along with any other evidence proving that you sent this payment to your casino account? My email address is veronika.f@casino.guru.

Could you also send me a screenshot from your casino profile, showing the available deposit methods?

Which currency did you use for this deposit?

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

I forwarded all correspondence via email.

メールで全てのやり取りを転送しました。

Thank you for your email. Has Cosmowin Casino sent you any responses to your emails you sent them regarding the lost deposit?

Have you made any successful deposits into this casino before?

Could you please send me a screenshot of your deposit history in your casino account?

When exactly did you make your deposit of $9,161?

Nothing special happened and only $10 was reflected in my account.

It's July 17th.

I was scammed on my first deposit so I've never been successful.

特に無く10ドルだけアカウントに反映されました。

7/17です。

初めての入金で詐欺に遭ったので成功したことないです。

Could you please send me a screenshot of your deposit history in your casino account?

Could you also explain in more detail how the $10 reached your account? Did you make an additional deposit?

I sent it by email.

メールで送りました。

Thank you for your email.

However, I noticed that you haven’t yet responded to my previous questions.

• Did you make a $10 deposit into your casino account? If so, could you please specify which payment method you used?
• Have you had any conversations with the casino’s customer support regarding the missing deposit?
• Could you also provide a screenshot from your casino profile showing the crypto address designated for your deposits? We need to verify whether the correct address was used when transferring the missing $9,161.

At this point, we do not have any evidence confirming that this amount was successfully sent to your Cosmoswin account.

I sent an email.

メールしました。

Dear omoti

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, Michal (michal.k@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,

Veronika

Dear omoti,

It's Michal again. It is quite strange that you encountered the same or a strikingly similar issue in a lot of casinos. I will still, of course, reach out to Cosmoswin Casino to obtain clarification on the matter and determine how I may be able to assist.

We would like to invite Cosmoswin Casino to join the conversation.

Dear Cosmoswin Casino,

Can you please provide clarification on why the player's deposit was not reflected in the player's account when it was confirmed by the ChangeNOW service?

Should there be any other factors affecting the situation that cannot be disclosed publicly, please feel free to share them with me directly at michal.k@casino.guru

Is it the responsibility of Cosmoswin to display only the address on the deposit page and not the destination tag? I made the deposit according to the instructions on the deposit page.

入金ページにアドレスだけ表示して、宛先タグを表示しなかったcosmoswinの責任では？その入金ページに従い、私は入金しましたので。

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear omoti,

I have tried to contact the casino repeatedly but have had no success. The live chat agent merely suggested that I notify you to contact them directly, and they will attempt to assist you; however, that is essentially all there is to it. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, should you want to pursue your complaint further, you can submit it to the Curaçao Gaming Authority (CGA) via email to complaints@cga.cw. You might find our article How to submit a complaint to a regulator | Casino Guru useful. Although the CGA does not officially handle disputes between players and gaming operators, they still might be able to help, so it is worth a try.

Please let me know if and how they responded at michal.k@casino.guru if you try this option.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru

We’ve reopened this complaint at the request of Cosmoswin Casino. We have received information from the casino team that sheds a different light on the situation.

Dear omoti,

In my correspondence with the casino team, I have obtained, in addition to other details and proof, this summary:

Hello Michal,

Thank you for reopening the case.

Below is a concise summary of our investigation and findings:

1. Cosmoswin never received the alleged deposit

There is no record of the claimed amount reaching any Cosmoswin wallet or our crypto payment processor (NOWPayments). No funds were ever credited, pending, or recoverable on our side.

2. The transaction was not processed via Cosmoswin or NOWPayments

Our payment processor, NOWPayments, confirmed in writing that the transaction hash provided by the player originated from a separate exchange created in the ChangeNOW mobile application (iOS) and not from our casino or our merchant account.

3. Wrong destination / third-party app used by the player

Blockchain analysis shows that the funds were sent using ChangeNOW's mobile app, to an address and destination tag belonging to ChangeNOW, not Cosmoswin.

The funds were immediately forwarded by ChangeNOW and are no longer held by them, making recovery impossible.

4. Expired deposit attempt on Cosmoswin side

Our system generated a deposit attempt for the player, but it remained expired, meaning the player never completed the deposit flow and no funds were received.

5. Independent confirmation from processor compliance

NOWPayments Compliance explicitly confirmed that:

• the transaction could not have originated from Cosmoswin

• even in a memo/destination-tag related scenario

• and that the transaction is unrelated to our merchant account

6. Pattern across multiple casinos

The player experienced the same or strikingly similar "missing deposit" issue across multiple casinos within a similar timeframe, strongly indicating a lack of good-faith behavior rather than an operator error.

Conclusion

Based on:

• internal logs

• blockchain analysis

• and independent confirmation from our payment processor

we can confidently conclude that the player did not deposit the claimed funds to Cosmoswin, and the complaint is unfounded.

We believe the case can be safely rejected.

Kind regards,

Cosmoswin Team

After carefully reviewing all available information and evidence, including documentation from the casino’s crypto payment processor (NOWPayments), it was confirmed that the disputed funds were not received by Cosmowin. The records indicate that the funds were instead sent to a destination tag associated with a different merchant.

Given that you have submitted multiple complaints across several casinos regarding the same issue, this raises reasonable questions about the validity of your claims and your intentions.

However, no wrongdoing has been identified on the part of the casino.

In light of the above, we will proceed to close this case as Unjustified. You are, of course, entitled to disagree with this conclusion and may pursue the matter with the appropriate authorities if you still feel your stance is justified. Please note, however, that we are unable to provide support in such proceedings.

Should you choose to involve the authorities, kindly inform me of their decision at michal.k@casino.guru.

Best Regards,

Michal

Casino Guru