Kosmonaut Casino - Играчът иска възстановяване на своите депозити.

Ladies and Gentlemen

I had my player account permanently blocked at Kosmonautcasino on June 7th, 2023 due to gambling addiction. The account was released again by their VIP manager without my consent.

I therefore ask for an immediate refund of all deposited funds from 06/07/023 because I have permanently closed my account and it was opened again without my consent. The deposits were €960.

On 06/09/2023 at 11:11 p.m. I wrote another email and asked for immediate and permanent blocking, here too there was no response (06/10/2023 - 8:45 a.m.).

Sehr geehrte Damen und Herren,

ich habe mein Spielerkonto aufgrund von Spielsucht beim Kosmonautcasino dauerhaft am 07.06.2023 sperren lassen. Das Konto wurde durch Lockmittel durch ihren VIP Manager ohne mein Einverständnis wieder frei gegeben. 

Ich bitte daher um sofortige Erstattung aller eingezahlter Gelder ab dem 07.06.023 da ich mein Konto dauerhaft geschlossen habe und dieses ohne mein Einverständnis wieder eröffnet wurde. Die Einzahlungen betrugen 960€.

Am 09.06.2023 um 23:11 Uhr habe ich erneut eine Email geschrieben und um sofortige und dauerhafte Sperrung gebeten, auch hier wurde bisher nicht reagiert (10.06.2023 - 8:45 Uhr).

Hello Kopok,

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 please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Thank you very much in advance for your reply.

Best regards,

Nick

Hello Nick,

thank you very much for the quick feedback. It was an unlimited self-exclusion.

The VIP manager Andy then set a bonus and reopened the account for me without my consent. As a gambling addict, you will of course be lured back into it. I made the mistake of letting myself be lured here and then deposited a total of €960 again.

Hallo Nick,

besten Dank für die schnelle Rückmeldung. Es handelte sich um einen unbegrenzten Selbstausschluss.

Der VIP Manager Andy hat daraufhin einen Bonus eingestellt und mir das Konto ohne mein Einverständnis wieder eröffnet. Als Spielsüchtiger wird man natürlich dadurch wieder gelockt. Ich habe den Fehler gemacht und mich hier locken lassen und daraufhin wieder in Summe 960€ eingezahlt.

The account is still open even though I asked for it to be blocked again last night.

Das Konto ist immer noch offen obwohl ich gestern Abend erneut um Sperrung gebeten habe.

Yesterday I wrote another email to the Kosmonautcasino and said that my account is still not closed, even though you have been informed of my gambling addiction.

Gestern habe ich dem Kosmonautcasino erneut eine Email geschrieben und mitgeteilt das mein Konto immer noch nicht geschlossen ist obwohl Sie von meiner Spielsucht in Kenntnis gesetzt wurden.

Hello Kopok,

Can you please send us the initial self-exclusion request to nikolas.b@casino.guru?

Hello Nick,

it has just been sent.

Best regards

Hallo Nick,

die Zusendung ist soeben erfolgt.

viele Grüße

Hello Kopok,

Thank you for the e-mail forwarded. However, it does not contain your self-exclusion request at all. Can you please forward your message sent to the casino where you requested for it?

Hi Nick, the self-exclusion was done through the casino's website. But I can't take a screenshot of that anymore because I'm now blocked. The message from the VIP manager Andy shows that I have excluded myself.

Unfortunately, my messages to the casino remain unanswered. So I need your help!

Best regards

Hallo Nick, der Selbstausschluss erfolgte über die Webseite des Casinos. Davon kann ich aber keinen Screenshot mehr machen weil ich mittlerweile gesperrt bin. Aus der Nachricht des VIP Managers Andy geht aber ja hervor das ich mich selbst ausgeschlossen habe. 

Meine Nachrichten an das Casino bleiben leider unbeantwortet. Daher benötige ich Ihre Hilfe!

Viele Grüße 

Hello Kopok,

Didn't you receive any kind of confirmation from the casino that your account got excluded?

Unfortunately the screenshot you provided is not sufficient evidence of being excluded as there is no confirmation of it, the casino support simply asked for the reason.

Please also understand that without an actual proof we can do basically nothing as the casino could claim anything they want, we would have no proof to argue with them.

Hello Nick,

well, the casino asking why and confirming that I self-excluded is proof enough in my opinion.

I have not received a confirmation. I just find it terrifying that a VIP manager can simply open the account again even though you have self-excluded due to gambling addiction.

Since you don't seem to want to help me here, you can then close the case accordingly. This is how a casino gets away with it again without consequences!

greeting

Hallo Nick,

naja, dass das Casino nach dem Grund fragt und mir darin bestätigt das ich mich selbst ausgeschlossen habe ist meiner Meinung nach Beweis genug.

Eine Bestätigung habe ich nicht erhalten. Ich finde es einfach erschreckend das ein VIP Manager das Konto dann einfach wieder öffnen kann obwohl man sich wegen Spielsucht selbst ausgeschlossen hat.

Da Sie mir hier ja scheinbar nicht helfen wollen können Sie den Fall dann entsprechend schließen. So kommt ein Casino mal wieder ohne Konsequenzen davon!

gruss

Hello Kopok,

Unfortunately it is not about wanting to help or not but we simply can't move forward without any evidence which would show that you requested for self-exclusion. Just as you the casino could claim anything and without any relevant proof, we have nothing to argue with when we contact them.

If you have the initial request feel free to forward it to nikolas.b@casino.guru but meanwhile we will be forced to close the complaint due insufficient evidence.

Best regards,

Nick