Kosmonaut Casino - Печалбите на играча бяха конфискувани.

I just registered to the site and won the same night.

I verified myself with my ID.

My withdrawal was declined and €3000 was gone from my balance.

After I contacted the support, an email from their support "Tony Soprano" came after 3 days.

That I am not paid out because their system allegedly discovered that I was

have multiple accounts with them.

This is a blatant lie!!!

I deposited almost €500 and you don't want to give it back to me either.

Ich habe mich neu bei der Seite registriert und hab am selben Abend gewonnen.

ich hab mich verifiziert mit mein Ausweis .

Meine Auszahlung wurde abgelehnt und 3000€ waren von meinem Guthaben verschwunden.

Nachdem ich mich an den Support gemeldet habe kam nach 3 Tagen eine email von deren Support ,,Tony Soprano"

Das mir nichts ausbezahlt wird weil deren System angeblich entdeckt hätte das ich

mehrer Konten bei ihnen habe .

Das ist eine Glatte Lüge!!!

Ich habe fast 500€ eingezahlt und das wollen dir mir auch nicht wieder geben.

Dear korrekt72,

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 accumulated your winnings with or without an active bonus? Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

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,

Kristina

I played without a bonus.

And I can't imagine whether someone with the same IP has created an account in my household.

Kind regards

Ich habe ohne Bonus gespielt.

Und ob jemanden mit der gleichen IP ein Konto erstellt hat in meinem Haushalt kann ich mir nicht vorstellen.

Mit freundlichen Grüßen

Thank you very much korrekt72 for your reply. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi korrekt72,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Kosmonaut Casino to the conversation to participate in the resolution of this complaint.

Hello dear player and Kristina and Peter!

The player was detected as a duplicate with a common IP address with another player, which was closed due to GAMBLING PROBLEMS, based on this two reasons:

1. The player has a common IP address with another player and was detected as a duplicate.

2. The second player with a common IP address, which was closed has problems with gambling, the security team has reason to believe that this player may have played by another name, or someone from his family/relatives.

That's why the player's funds were confiscated following the rules of the casino section 9. USE OF PLAYER ACCOUNT (Terms & Conditions):

*Any returns, winnings or bonuses which the player has gained or accrued during such time as the Duplicate Account was active may be reclaimed by us, and players undertake to return to us on demand any such funds which have been withdrawn from the Duplicate Account.

Can we attach all screenshots of these facts here or personally to you, CasinoGuru team (Kristina, Peter)?

That's a lie !!

I was playing on my cell phone how can it be that someone in my household has the same IP address.

Each device has its own IP address.

So the first point cannot be correct.

And who should the other player be?

Das ist eine Lüge !!

ich habe auf mein Handy gespielt wie kann es sein das jemand im meinem Haushalt die gleiche IP Adresse hat .

Jedes Gerät hat seine eigene IP Adresse.

Also kann das erste Punkt nicht stimmen.

Und wer soll den der andere Spieler den sein.

Dear Kosmonaut Casino,

Could you please send all relevant evidence to my email address (peter.m@casino.guru)?

Hello, Peter!

Yes, sure! It will be done ASAP!

Hello dear Peter!

The antifraud department staff prepared all the proofs and facts on your request and provided them to your email!

Best regards,

Kosmonaut Casino Representative

Dear Kosmonaut Casino team,

I sent you some additional questions by email.

Hello dear Peter!

Thank you, our casino managers will definitely answer you ASAP.

Dear Kosmonaut Casino team,

I'm afraid the provided evidence isn't sufficient. All that was provided is only an IP match which may be a good indicator but can't be considered sufficient evidence. We suggest making a verification call with the player.

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.

Hello again, Peter!

Did you receive additional information from the casino managers by email? If you need more information, please let us know here and by email to casino managers 🙂

Hello,

Yes, I did, but I asked for additional information.

Hello, Peter!

Casino managers asked the antifraud department to organize additional verification!

Thank you, please keep me updated.

Dear korrekt72,

The casino asked you for a verification call on the 15th of December and you didn't reply yet. Please keep in mind that if you ignore the request and don't attend the verification call, your complaint will be rejected. Please respond to the casino's request ASAP and schedule the verification call.

I haven't received an email. To make a call.

I also checked the spam folder.

Best regards

Ich habe keine Email erhalten. Um eine Anruf zu tätigen.

hab auch im Spam Ordner nachgeschaut.

mit freundlichen Grüßen

Dear Kosmonaut Casino team,

To which email address did you send the email?

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.

Hello, dear Peter 🙂

As far as we know, the casino side has already sent you an email, could you check please? As far as I know, after a thorough investigation by anti-fraud, the money has been returned to the player and the problem has been solved!

I have received my money in full.

Thanks to CasinoGuru

Ich habe mein Geld Vollständig erhalten.

Danke an CasinoGuru

Hi all,

Thank you for your replies.

Dear korrekt72,

I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter