Cosmobet Casino - Печалбите на играча са конфискувани поради проблем с акаунта.

i deposited 750 and signed up for the welcome bonus of 100%. i wagered the amount that was required (30x) in slots and didnt pass 5 dollar bet size . i ended up winning 5575 cad. then i verify my account. and right after i do that my account balance went from 5575 to 600. i contact support and was told i broke their terms by having more than one account. which i have never done such a thing. i have never signed up more than once in their website. this is the first time i ever signed up to cosmobet so i have no idea where this accusation is coming from.

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please advise if you played any games other than slots, such as live casino, sports betting, etc.?
• Is there any chance that you created an account in the past and forgot about it?
• If there isn't, could someone else from your household or using the same IP address also create an account at this casino?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Could you please advise if you played any games other than slots, such as live casino, sports betting, etc.?

no , just slots

Is there any chance that you created an account in the past and forgot about it?

no never have

If there isn't, could someone else from your household or using the same IP address also create an account at this casino?

no one else in my household has created an account with them.

i would also like to say that i just discovered that cosmobet is part of a company called Santeda International B.V thats been linked to illegal gambling practices. they operate under a false and fake gaming liscence. they accuse players of things and fabricate false evidence such as this case : https://casino.guru/complaints/cosmobet-casino-player-s-winnings-have-been-confiscated-2

i will also attach pictures form casinomeister forum (very reputable casino forum) and also government lawsuits against Santeda International B.V below

Thank you very much for your reply and sharing your findings with us, buitragobenedicto2. Could you please forward all relevant correspondence between you and the casino to [email protected]? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear buitragobenedicto2,

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 ([email protected]). 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,

Kristina

Hello buitragobenedicto2,

My name is Michal, and I have now taken over your complaint. I've reviewed the details of your case and will be reaching out to the casino to see how I can assist.

We would now like to invite Cosmobet Casino to join this conversation.

Dear Cosmobet Casino,

Could you please provide any evidence you have regarding the alleged violations of your terms and conditions that the player is being accused of?

You are welcome to send the relevant information directly to me at [email protected] for an independent review.

Thank you in advance.

Dear Michal and buitragobenedicto2,

Thank you for bringing this matter to our attention.

We take allegations regarding account restrictions and bonus rule violations very seriously. Our team has started a thorough review of the player’s account, including account activity, verification records, and any technical indicators related to the multiple-account concern mentioned.

At this stage, we kindly ask for a little time to complete the investigation and collect all relevant information. Once the review is finalized, we will provide a detailed explanation of our findings and share the appropriate evidence with you directly.

We appreciate your patience and cooperation while we look into this matter.

Kind regards,

Cosmobet Casino Team

Dear Cosmobet Casino Team,

Thank you for your reply. I am looking forward to examine the findings from your investigation concerning the purported breaches of your terms and conditions that the player is being accused of as an independent party.

Dear Michal,

Thank you for your message.

We would like to inform you that we have completed our internal review of this case. For security and data protection reasons, we will share the relevant supporting documentation with you directly via email for your independent assessment.

Please let us know if any additional information is required.

Kind regards,

Cosmobet Casino Team

Dear Cosmobet Casino Team,

Thank you for your email. I have responded back with some additional enquiries and am looking forward to your reply.

Dear buitragobenedicto2,

Please forward me all the documentation you have provided the casino team for the KYC verification to [email protected] for an independent review.

Additionally, can you please confirm which devices (make, model, OS, etc.) you have used for playing the casino, as well as your internet connection? Are you using your own home internet connection (Wifi or cable connection) or do you use mobile internet?

Can you please confirm your home IP address for me? There are a lot of articles on how to find that on the internet, for example, https://www.tp-link.com/us/support/faq/838/

Thank you in advance.

i sent you everything on your email

Dear buitragobenedicto2,

Thank you for your email.

Dear Cosmobet Casino Team,

I'm looking forward to your 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.

pretty ironic that they stopped replying all of a sudden no ?

Dear buitragobenedicto2,

I understand your point, and I would greatly appreciate receiving their response as well. I have reached out to the casino team once again today and remain hopeful that they will reply shortly, allowing us to move this case forward toward a resolution.

Dear Cosmobet Casino Team,

I look forward to your response at your earliest convenience so we can move this case forward toward a resolution.

they just sent me this email now by the way:

Thank you for your patience.

After reviewing the case, we identified issues during the verification process that are not in line with our Terms and Conditions.

While we acknowledge the additional documents provided, they do not resolve these concerns. Therefore, our decision remains unchanged.

We are happy to provide further details directly to the mediator if needed.

Kind regards,

Cosmobet Casino Team

so it seems you are changing the entire narrative of your initial accusations that lead to you stealing my money, and now that your accusations have been quickly disproven, you resorted to fabricating yet another accusation.

this whole situation all seems to fit the reputation of this casino and the Santeda International B.V company. A company linked to illegal gambling practices and operate under a false and fake gaming license.

Dear Cosmobet Casino Team,

Thank you for your cooperation thus far. I acknowledge that, during a more in-depth investigation, certain initial concerns may prove to be not fully supported, while additional potential rule violations may come to light. I also recognize that the information and evidence you have provided raise valid questions and partially explain the reasoning behind your actions. However, at this stage, I am not in a position to fully align with the measures taken.

The player has remained cooperative throughout the process and has submitted additional information and evidence that appear to address, at least in part, the initial concerns raised.

In light of all this, I believe the most appropriate next step would be to arrange a video verification call with the player. This would provide an opportunity for the player to demonstrate their legitimacy and to directly address and potentially refute the allegations in a transparent and controlled manner.

I trust this approach could help move the case toward a clearer and mutually acceptable resolution, and I strongly encourage your consideration of this step. I have also responded to you via email.

I look forward to your timely response, and I remain hopeful we can clarify the situation.

i would be more than happy to do a video call to help clear any accusations made towards me.

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 Michal,

Thank you for your message.

We would like to inform you that we are currently reviewing the case further and coordinating the next steps in line with your recommendation.

We will provide an update as soon as more information becomes available.

Kind regards,

Cosmobet Casino Team

Dear Cosmobet Casino Team,

Thank you for your engagement in this matter although we could not find a mutual understanding how this case could or should be addressed.

Dear buitragobenedicto2,

Thank you for your cooperation and patience while I have been carefully reviewing your case and exploring possible ways to reach a possible fair resolution.

I have been in ongoing communication with the casino team in an effort to clarify the circumstances and assess the situation from all sides. While they have provided some information and evidence that raises valid considerations and may partially explain the reason for their action. At the same time, despite my repeated requests, the casino has not provided sufficient supporting documentation to allow for a comprehensive and independent assessment. Additionally, the option of a video verification call—which could have offered an opportunity to demonstrate your legitimacy and address the concerns directly—was not pursued.

They have ultimately decided to maintain their original decision.

In light of these factors, and based on the information and evidence currently available, we are not in a position to fully support the casino’s actions, and the confiscation of your winnings appears, at this stage, to lack sufficient justification.

This lack of transparency does not align with the principles of fair practice that we strive to uphold to ensure a fair gambling environment for both players and operators.

As a result, we regret to inform you that we must close this complaint as Unresolved—Insufficient evidence from the casino.

I understand that this is not the resolution you were hoping for, but we believe that the decrease in the casino’s rating due to unresolved complaints may encourage them to reassess their approach. Should the casino choose to respond and resolve the matter, we will reopen your complaint and notify you via email. In the meantime, if you wish to pursue your case further, you may submit a complaint to the Curaçao Gaming Authority (CGA) via email at [email protected]. You may also find our article on How to submit a complaint to a regulator | Casino Guru helpful. Although the CGA currently does not handle individual disputes between players and gaming operators, they may review the situation for potential violations of law. Please let me know how they respond at [email protected] if you decide to pursue this option.

I sincerely apologize for not being able to provide more assistance on this occasion.

Best regards,

Michal

Casino Guru

We’ve reopened this complaint at the request of Cosmobet Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

I have been in contact with both the player and the casino, and I can confirm that the recommended course of action has been implemented by the casino. The casino has reached out to the player to arrange the required video verification; however, it appears that there have been difficulties in agreeing on a suitable time for the call.

Dear buitragobenedicto2,

As I informed you via email, while I understand your dissatisfaction with the time slots proposed by the casino for the video verification, a reasonable degree of flexibility is required from both parties in order to move the process forward.

Based on the information provided, the casino has made efforts to offer available appointment times, and despite the difference in time zones, the proposed schedules do not appear to be unreasonable. To help facilitate a resolution, I would kindly ask that you provide the casino with specific dates and times that would be convenient for you so that a mutually suitable arrangement can be reached.

I look forward to your response.

anytime between 1 pm and midnight EDT monday to sunday

Dear buitragobenedicto2,

Thank you for your response.

Dear Cosmobet Casino,

Would it be possible for you to accommodate the player’s preferred timing? Alternatively, could you please advise which time slots are most suitable for your team, so we can try to align them as closely as possible with the player’s availability?

Dear Michal and Benedicto,

Thank you for your message.

Our verification team is available on business days (Monday to Friday) between 03:00 AM and 11:00 AM EDT.

The verification call itself should take no longer than approximately 10 minutes, and we will be happy to arrange it at any available time within these hours.

We look forward to your confirmation so that we can proceed with the verification process.

Kind regards,

Cosmobet Casino Team

Dear benb2,

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.

i cant do it during those times, i work night shift

Dear buitragobenedicto2,

Thank you for your response.

I understand your circumstances and the challenges you may be facing. However, as previously explained, a reasonable degree of flexibility and cooperation is required from your side as well in order to move this process forward.

The casino team has confirmed that the verification call itself should take no longer than approximately 10 minutes. With this in mind, I kindly encourage you to make every reasonable effort to allocate a short time slot to complete this requirement, as it is the key remaining step toward resolving your case.

Please understand that without your cooperation and successful completion of the verification call, the casino has no obligation to proceed with processing your payment.

At this stage, your cooperation is essential in moving the matter toward a successful resolution.

Should this requirement remain unfulfilled, our ability to assist you further may become basically zero, and I may ultimately have no option but to close the complaint as Rejected - insufficient cooperation from the player side.

At the same time, I would like to highlight that the casino is not obliged to wait indefinitely. I therefore kindly encourage you to provide your earliest available time slots for the verification call so that arrangements can be made without unnecessary delay and the case can progress accordingly.

alright , i will try find a time to do it , just give me some time to sort it out with my boss so that i can find a time slot to allocate for this .

Dear buitragobenedicto2,

Thank you for your response.

I would like to point out that the casino cannot reasonably be expected to wait indefinitely. Therefore, I kindly encourage you to provide your earliest available time slots for the verification call so that the necessary arrangements can be made without unnecessary delay and the verification process can proceed accordingly.

Dear buitragobenedicto2,

We are extending the timer by 3 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.

i can do july 27th at 7:30am

Dear buitragobenedicto2,

Thank you for your response. I will wait for the casino to confirm whether your proposed date is acceptable to them.

That said, I must note that your level of cooperation has not met the standard reasonably expected during the verification process. Although you were informed of the verification call several weeks in advance—possibly over a month ago by now—you responded only shortly before the complaint deadline expired and proposed a date that is more than two weeks after your reply. Such an approach is hard to consider as timely or reasonably flexible cooperation, which is expected from players during the verification process.

While I appreciate that scheduling conflicts may arise, players are expected to make reasonable efforts to accommodate verification requests within an appropriate timeframe. Delaying the process in this manner may unnecessarily prolong the resolution of the complaint and could be perceived as insufficient cooperation.

I therefore strongly encourage you to remain as flexible as possible and, should the casino propose an earlier reasonable alternative, to make every effort to accommodate it.

Dear Cosmobet Team,

Would it be possible for you to accommodate the player’s preferred timing for the verification call?

If this is not feasible, could you please let us know which dates and time slots would be most suitable for your team so that we can work with the player to identify the closest mutually convenient alternative?

Thank you in advance.

Dear Michal,

Thank you for your assistance and for coordinating this matter.

The proposed date and time are acceptable for our team. We will schedule the video verification call accordingly and will contact the player directly via email with the meeting details and any necessary instructions.

Thank you for your continued cooperation.

Dear Cosmobet Team,

Thank you for your response and for accepting the player's preferred time for scheduling the video verification call.

Dear buitragobenedicto2,

The verification call has been scheduled at your preferred time.

We kindly ask that you attend as per the guidelines the casino team has sent (or will send) you directly via email. I will extend the timer on our side accordingly.

Once the video call has concluded, please do let me know. Also, please be aware that the casino team may need some time to review the call in line with regulatory requirements, so the outcome may not be available right away.

I remain optimistic that the verification call will clarify any outstanding points and lead to a positive conclusion.

Dear Michal,

Thank you for your continued assistance with this case.

As agreed, we arranged the video verification call at the date and time proposed by the player.

Several hours before the scheduled call, we sent the player detailed instructions by email. Additionally, approximately five minutes before the meeting, we sent the video call invitation and joining details to the same email address. Unfortunately, we did not receive any response from the player, nor did they join the scheduled video verification.

In an additional attempt to facilitate the process, we also tried to contact the player using the phone number registered on the account. However, we were unable to reach them, as the call was automatically rejected.

We believe we have made reasonable efforts to provide the player with the opportunity to complete the requested verification. At this stage, we remain willing to arrange another verification call should the player contact us and demonstrate a genuine willingness to cooperate.

Dear benb2,

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 buitragobenedicto2,

The casino arranged a video verification call at the date and time you yourself proposed. Prior to the call, they sent you detailed instructions by email. On the day of the scheduled call, they also sent the video invitation and joining details before the meeting. Additionally, they attempted to reach you via the phone number registered on your account, but the call was automatically rejected.

Despite these efforts, you did not join the video call or respond to any of the casino's attempts to contact you. The verification process is a necessary step to complete KYC and AML requirements, and without your participation, the casino simply cannot proceed.

Without you appropriate cooperation We are unable to take this matter further on our side, and your complaint will now be closed as Rejected.

For the future, I would kindly encourage you to familiarise yourself with casino terms and conditions and, above all, to cooperate fully with the verification process when requested.

I wish you all the best in resolving this matter through other means. While you are welcome to contact us again in the future should you encounter any issues with casinos, please bear in mind that we can only assist effectively when you fully cooperate and adhere to industry-standard requirements.

Best regards,

Michal

Casino.Guru