Cosmobet Casino - Средствата на играча са конфискувани поради неактивност.

Hi all,

I’m posting because this feels really unfair and I’d like CosmoBet (and others here) to take a look.

I signed up at CosmoBet as "szurosandris" and deposited about €1,000. Right after depositing I tried to place a sports bet, but the site wouldn’t let me place even one wager — every attempt failed. I logged out and figured I’d come back later, maybe play some casino and then withdraw.

Then life happened: I moved and got busy, so I didn’t log in for around 4–5 months. When I finally returned, my balance was €0. Live chat told me CosmoBet deducts 20% per month after only 60 days of inactivity.

I never placed a single bet, and I don’t remember any clear warning about this. Sixty days with 20% per month feels extreme — most places I know wait at least 6–12 months (some 24) and don’t charge at that rate. It honestly feels like a "gotcha" that punishes normal life events.

What I’m asking: please restore my balance, proof of any notices sent to me before the fees were applied. I’m happy to complete KYC and then withdraw.

Posting here so others are aware and in hopes a CosmoBet rep or the mods can help get this resolved.

Important notice:

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Hello,

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.

• Do you still have access to your player's account and your activity history? Would you be able to share the relevant records showing the timeline of events?
• Could you please share with me your communication with the casino regarding the confiscation of your deposit? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Best regards,

Tomas

Dear Andrisvok,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru

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

Player's message:

Sorry for the late respond, i cant find the the history but they have it for sure, here is the email

Dear Andrisvok,

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, Matej ([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,

Tomas

Hello Andrisvok,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Hello Matej and Andrisvok,

Thank you for bringing this matter to our attention.

We are currently reviewing the player’s account and the details related to the inactivity deductions mentioned in the complaint. As this case involves account activity from several months ago, we kindly ask for a few additional days to locate the relevant records and verify the timeline internally.

Once our investigation is complete, we will return to this thread with a detailed explanation and any relevant information.

Thank you for your patience and understanding.

Kind regards,

CosmoBet Representative

Hello Matej and Andrisvok,

Thank you for your patience while we carefully reviewed this case.

After checking the account, we can confirm that the inactivity deductions were applied in accordance with our Terms and Conditions. The player was informed about the inactivity policy, and notifications regarding the applied deductions were sent during the process. Additionally, it has been more than 10 months since the last recorded activity on the account.

That being said, we understand the player’s concerns and, as a gesture of goodwill and exception to our standard policy, we have decided to restore the full amount of €1,000 to the player’s balance.

Please note that the account is currently not fully verified. We kindly ask the player to complete the standard KYC verification process so we can proceed further, including any withdrawal requests.

Should you need any assistance with the verification process, our support team will be happy to help.

Thank you for your understanding.

Kind regards,

CosmoBet Representative

Helloand thank you very much! One last thing i checked and i deposited 1845 euro and not 1000, sorry about this

After that i will wager my deposit and i will verify my account!

Hello Matej and Andrisvok,

Thank you for your follow-up.

After a comprehensive review of the account, we would like to clarify the following:

• Although the total deposited amount reached €1,845, the player did not use the deposited funds in accordance with our Terms and Conditions. Specifically, an attempt was made to withdraw funds without proper gameplay, which constitutes a breach of our rules regarding fair use of the platform.
• At the time of the last recorded activity, the account balance was €1,258.93. The balance was therefore already reduced prior to any inactivity-related deductions.
• The inactivity fees were applied strictly in line with our Terms and Conditions. These deductions were not made in a single instance but over a period of several months, and the player was duly notified throughout this process.

In light of the above, the decision to restore €1,000 was made as a goodwill gesture and a one-time exception, without admission of any liability and strictly outside the standard rules governing player accounts.

This offer represents our final position in this matter. Should the player choose to proceed, they are welcome to complete the account verification process and continue using the services in accordance with our Terms and Conditions.

If the offer is not accepted, we reserve the right to proceed in full accordance with our established rules and policies.

Thank you for your understanding.

Kind regards,

CosmoBet Representative

Its absolutly not true at all!

First of all i asked for withdraw but when they said this 20% fee if i withdraw without wager i asked to reverse it and I said i will wager it so they gave back the 20% fee (screenshoot there) so its not true

Second my balance has been 1845 euro because i did not played anything and as i said before the 20% fee is not there because i got it back

And the last, i did not got ANY email from you about this inactivity fee or any about this thing, i was not notified

For example i was notified from Boabet in email about this fee before it came and i did login and played, but i did not got any email and nothing from you guys...

So this one is also not true

So i would like to have the remaning 845 euro please, it would be fair for me and for you as well, i will wager everything on casino, thank you

Dear Cosmobet Casino and Andrisvo.

First of all, I would like to point out that rules such as the following are predatory in nature:

13. DORMANT ACCOUNTS An inactive (dormant) account is a Player Account which a player has not logged into or out of for 60 (sixty) consecutive days. If your Player Account is deemed inactive, the Company reserves the right to charge a monthly administrative fee in the amount of 20% of the account balance as recorded on the date inactivity was determined (the "Initial Dormant Balance").

You authorize the Company to debit this fee from Your Player Account at the beginning of the month following the day Your Account is deemed inactive, and at the beginning of every subsequent month that Your Account remains inactive. The fee will be calculated as 20% of the Initial Dormant Balance each month, regardless of subsequent balance reductions. The Company will cease deducting the fee when the Account balance reaches zero or if the account is re-activated through login or other account activity.

Please refer to our Fair Gambling Codex for the standard we expect casinos to follow: https://casino.guru/guide/fair-gambling-codex-for-casinos#dormant-accounts

In this case, the casino has breached the acceptable time limit before deductions can begin, the percentage amount being charged, and the minimum effort required to inform the player that funds will be deducted from their account. We fully stand behind the player in this matter.

Our resolution request is as follows:

The casino should refund the amount of €1,845 to the player Andrisvo and update its dormant account policy to better reflect standard industry practice. Allow Andrisvo to complete the necessary wagering requirements so that he is able to withdraw his funds.

Hello Matej,

Thank you for your detailed response.

We would like to clarify several important points regarding this case:

The player’s total deposits amounted to €1,845.59. These funds were actively used on the account, and the player engaged in gameplay, including participation with bonuses available at that time. As a result of this activity, the player incurred losses exceeding €1,100.

At the time of the last recorded activity, the remaining balance was €1,258.93. This confirms that a substantial portion of the deposited funds had already been used for gameplay prior to the account becoming inactive.

The inactivity deductions were applied only after the account became dormant, and they were processed gradually over several months. During this period, notifications were sent to the player informing them about the inactivity status and related deductions.

Despite the above, and without any admission of liability, we made a goodwill gesture to restore €1,000 to the player. We can also confirm that this amount has already been successfully withdrawn by the player.

Therefore, the remaining difference related to inactivity deductions is €258.93.

We would like to emphasize that, based on our Terms and Conditions, we were not obligated to restore any funds. However, we chose to resolve the matter in a fair and cooperative manner from our side.

If required, we are ready to provide full supporting documentation, including detailed transaction history, gameplay logs, and records of notifications sent to the player prior to the deductions.

Thank you for your time and consideration.

Kind regards,

CosmoBet Representative

Hello,

Could you please provide a screenshot of the gameplay in question? I do not recall playing with you using the €1,845, and your site makes it very difficult to verify this. I cannot access my game history — not even the recent session where I wagered €1,000. Could you explain why players are unable to check their casino gameplay?

Additionally, your terms seem very unfair. The 60-day rule is extremely excessive — I have not seen this with any other casino. My account was restricted almost immediately after depositing, and I was unable to place a single bet — literally zero.

I also did not receive any notification regarding this fee (for example, Boabet Casino sent me a notification in a similar situation, which I can provide as proof). Therefore, I kindly ask you to send all relevant information here or via email.

At the moment, your casino appears suspicious to me. I am prepared to submit complaints and reviews about this situation, as you claim your platform is fair, but based on my experience, this is questionable.

If my previous gameplay is valid and I indeed lost down to €1,258 from €1,800, then I would request €258. However, if this is not the case, I would request the remaining €800.

Dear Cosmobet Casino Representative and Andrisvo,

Do you still have the player logs so we can review the situation and confirm whether the funds in question were played through?

Hello Matej and Andrisvok,

Thank you for your patience.

We can confirm that the requested account records and transaction/gameplay history have now been prepared and submitted directly to Matej via email for independent review.

The documentation includes the relevant deposit history, gameplay activity, balance changes, and account timeline confirming that gameplay took place prior to the account becoming dormant.

For privacy and security reasons, detailed account logs are being shared directly with the complaint resolver rather than publicly in this thread.

We kindly ask Matej to review the submitted materials, and we remain fully available should any further clarification or additional records be required.

Kind regards,

CosmoBet Representative

Dear Cosmobet Casino Representative and Andrisvo,

Based on the records provided by the casino, it is clear that the remaining balance in the account prior to the application of the inactivity fee was €1,258.93. This is the amount that should be returned.

As the casino has already refunded €1,000, I am adjusting the value of the complaint to €258.93.

I would strongly recommend that the casino review and revise its dormant account policy, as it appears to be inconsistent with our Fair Gambling Codex and may be considered predatory:

https://casino.guru/guide/fair-gambling-codex-for-casinos#dormant-accounts

In particular:

The amount of money deducted from the player's account should also be reasonable. Money should never be taken all at once unless the player only has a couple of cents in their account. We consider 5% of the remaining balance the maximum that should be taken each month, but we would like to see even lower percentages. If the casinos deduct a fixed amount of money each month instead of a percentage of the remaining balance, this amount should be reasonably low, not higher than €/£/$20.

Hello Matej and Andrisvok,

Thank you for your update.

We would like to confirm that the remaining amount of €258.93 has now been fully restored to the player’s account.

The player may proceed with the verification process and withdrawal at their convenience.

Please let us know if any further action is required from our side.

Kind regards,

CosmoBet Representative

Dear Andrisvo,

Could you please confirm that you have received the balance so we can close the complaint?

Dear Andrisvok,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Matej
Casino.Guru