Cosmobet Casino - Средствата на играча са конфискувани поради неактивност.

I had a balance of £1906 in my account with Cosmobet, which I left unused since approximately March 2025.

When I logged back into my account today, I discovered that my entire balance had been removed due to alleged inactivity.

I was not clearly informed that my full balance could be confiscated as a result of inactivity. At no point did I receive any prominent warning or notification stating that failing to log in would result in the complete loss of my funds.

From my understanding, standard industry practice is to apply small monthly inactivity fees after a prolonged period, not to confiscate the entire balance.

I believe this action is unfair, disproportionate, and not transparent.

I request:

A full breakdown of how and when my balance was deducted

The exact Terms and Conditions clause used to justify removing the entire balance

Evidence that I was clearly and repeatedly notified that my full balance could be confiscated

I am seeking the return of my remaining balance.

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Dear Gemzo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding your account with Cosmobet.

To better understand your situation and assist you effectively, could you please provide us with further details? Here are some questions that might help clarify the issue:

• What date did you initially create your account with Cosmobet?
• Have you ever received any emails or notifications regarding inactivity on your account prior to discovering your balance was removed?
• Have you tried to contact Cosmobet’s customer support regarding this issue? If so, what was their response?

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

Best regards,

Petra

It was roughly April 15th 2025.

Didnt receive any emails at all.

I haven't contacted them having read about some horror stories so I thought I would get in touch with you.

Thanks

Thank you for your reply and for providing the previous details, Gemzo.

Although I understand that you may not have contacted the casino directly regarding the confiscation of the winnings, could you please provide any other communication or evidence that could support your case? This may include screenshots, emails, chat transcripts, account history, or any records related to the bonus, wagering completion, withdrawal request, or balance removal.

You can either post the screenshots directly in the thread or send all supporting documents to: [email protected]

Thank you again for your cooperation.

Dear Gemzo,

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.

heres the photos of them stealing my money.

Dear Gemzo

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,

Petra

Hello Gemzo,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I do have some questions.

While I fully respect your decision to postpone your gaming activity for any period you considered appropriate, I would appreciate if you could clarify the reasons behind this decision. In particular, I would like to understand why you chose to leave the funds in your casino account rather than withdraw them at that time, as well as what ultimately prompted you to return to the casino after such a considerable period. Do I understand correctly that, rather than contacting the casino directly in an attempt to resolve the matter with them first, you decided to turned to us first?

Additionally, I have found this rule in the casinos Terms and Conditions:

13. DORMANT ACCOUNTS

An inactive (dormant) account is defined as a Player Account that has not been accessed (no login or logout activity) for a period of 365 (three hundred sixty-five) consecutive days. If your Player Account is deemed inactive, the Company reserves the right to charge a monthly administrative fee in the amount of 5% 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 5% 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.

However I will contact the casino to shed more light on this matter and to see if I can help somehow.

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

Dear Cosmobet Casino,

Could you please provide a detailed explanation regarding the confiscation of funds from the player’s account?

In particular, we would appreciate clarification on how the player was informed that their funds could be subject to confiscation in the event of prolonged account inactivity, including when and by what means this information was communicated.

If there are any other factors relevant to this case that cannot be shared publicly, please feel free to forward them directly to me at [email protected] for a independent review.

Thank you in advance.

Thanks Michal, I appreciate you looking into it.

To answer your questions honestly, there wasn’t any particular reason I left the funds in the account other than I simply assumed they would still remain there until I decided to return to the casino. I wasn’t actively gambling during that period and didn’t think the balance would eventually be reduced to zero.

I understand inactivity fees can exist, but I genuinely did not expect the full balance to effectively disappear over time.

I do still have access to the email address linked to the account, however I cannot find any emails warning me that the balance was actively being deducted or that the account balance could eventually reach zero due to inactivity fees.

Had I realised the deductions would continue until the balance was fully depleted, I would obviously have withdrawn the funds much earlier.

Thank you again for contacting the casino for clarification regarding how these deductions and warnings were communicated.

Dear Gemzo,

Thank you for your response. However, it seems that some of my previous questions have not yet been fully clarified.

To help me better understand the overall circumstances of the case, I would kindly ask you to explain why you did not attempt to withdraw the funds at that time, while the balance was still available in your account. Additionally, could you please clarify what ultimately prompted you to return to the casino after such a long period of inactivity?

I would also appreciate it if you could confirm whether I understand correctly that, instead of first contacting the casino directly in an attempt to resolve the matter with them, which is the appropriate procedure, you decided to lodge a complaint about the casino with us?

Your clarification on these points will help me continue reviewing the complaint properly and assess the matter as fairly as possible.

Hello Michal,

Thank you for your message.

To answer your questions, I did not withdraw the funds because I genuinely believed they would remain in my account until I decided to use the casino again. I was not actively gambling at the time and did not expect the balance to be reduced to zero through inactivity charges.

The reason I returned to the casino after such a long period was simply to check my account and potentially resume using the site. It was only when I logged in that I became aware that the balance had been depleted.

I understand that inactivity fees may exist within a casino's terms and conditions. However, I did not appreciate that these deductions would continue until the entire balance was exhausted. Had I understood that this would happen, I would have withdrawn the funds.

I have also reviewed the emails I received from Cosmobet. While I can find promotional emails from the casino, I have been unable to locate any email informing me that inactivity fees were being deducted from my balance or warning that the balance could eventually be reduced to zero.

Regarding contacting the casino directly, that is correct. My first step was to submit a complaint through Casino Guru because I was unsure whether the deductions were justified and wanted an independent review of the situation.

Thank you for your assistance and for contacting the casino for further clarification.

Dear Gemzo,

Thank you for the additional clarification.

While I understand your point of view and can partially agree with your concerns, communication from the casino side represents a significant aspect of this matter. At the same time, however, I must draw your attention to the rule I highlighted previously. You most likely were entirely free to withdraw the funds anytime without the need of further gameplay. Policies regarding dormant or inactive accounts are very common within the online gambling industry, as casinos are not intended to function as financial institutions for the long-term storage of player funds.

Dormant account fees are therefore not unusual, although I can agree that the fees applied by Cosmobet Casino as well as Rolletto Casino appear considerably higher than what is commonly observed within the general industry standard. Nevertheless, when assessing the matter strictly from a contractual perspective, the applicable Terms and Conditions—which were accepted upon registration of your accounts—do contain provisions regarding such fees. As such, this should have been taken into consideration when leaving the accounts inactive for an extended period.

That said, I will continue communicating with the casino team in an effort to explore whether a reasonable resolution to your case may still be achievable.

An update will be provided once further information becomes available.

Dear Michal and Gemzo,

Thank you for your messages.

After reviewing the case, we can confirm that no contact was made with our Support Team regarding this matter before the complaint was submitted.

Gemzo, we would kindly ask you to contact our Support Team directly so that we can review your account history, account status, previous communications, and all relevant details together. This will help ensure that the matter is assessed accurately and based on complete information.

We would also appreciate some clarification regarding the conclusion that the balance reduction was caused solely by inactivity deductions.

In your previous messages, you stated that you did not receive any emails or notifications informing you about balance deductions. If that is the case, could you please clarify how you determined that the balance was removed exclusively due to inactivity-related charges and not as a result of any other account-related process or applicable provision that may have been relevant at the time?

We would also like to note that the Terms & Conditions relating to inactive accounts have since been updated. However, any review of this case must be conducted based on the Terms & Conditions and account status that were applicable during the relevant period.

At this stage, we believe that direct communication with our Support Team is the most appropriate next step, as there are account-specific details that should be reviewed before any final conclusions are reached.

We remain fully available to cooperate with both Gemzo and Casino Guru throughout the investigation and will gladly provide any additional information required.

Kind regards,

Cosmobet Casino

Dear Cosmobet Casino,

Thank you for your response and for your email to me. I have replied with a few additional inquiries and look forward to receiving your response.

Dear Gemzo,

I have received additional information that presents the circumstances of this case in a different context. Based on the information provided thus far, it appears that the casino team had requested that you complete the verification process and that these requests remained unanswered.

This naturally raises questions as to why you did not cooperate with the verification procedure or subsequently contact the casino directly to address the matter before deciding to submit a complaint through our forum.

Nevertheless, as indicated in the casino's response above, I would appreciate it if you could clarify when you most recently contacted the casino regarding this issue and explain how the matter has been handled since then. If applicable, please also provide any relevant correspondence or evidence supporting your position.

This information will help ensure that the complaint is assessed on the basis of a complete understanding of the facts and the actions taken by both parties.

Hello Michal,

Thank you for the update.

I do not recall receiving or responding to any outstanding verification requests relating to this matter. However, given the amount of time that has passed, I cannot be certain.

I would therefore appreciate it if the casino could provide copies of any verification requests, including when they were sent and by what method they were communicated, so that I can review them properly.

Regarding contact with the casino, I do not believe I contacted the Support Team regarding this issue before submitting my complaint to Casino Guru. Once I became aware that the balance had been depleted, I sought an independent review of the matter through Casino Guru.

I remain happy to cooperate and review any account history, communications or verification-related correspondence that the casino is able to provide.

Kind regards,

Gemzo

Dear Gemzo,

Thank you for your response. However, I feel that you have not sufficiently addressed my concerns regarding why you did not first contact the casino directly in an attempt to resolve the matter before deciding to submit a complaint through our forum.

Please understand that, as a general principle, players are expected to make a reasonable effort to communicate with the casino and seek clarification or resolution through the operator's official channels before escalating the matter to an independent dispute mediator. If no such communication takes place, our ability to assess the circumstances comprehensively and provide meaningful assistance can be significantly limited.

With this in mind, could you please share the most recent emails from 2025 or any other correspondence you have received from Cosmobet Casino regarding your account at that time? Reviewing the communication from that period may help us better understand the current status of the matter and determine whether any further assistance from our side is possible.

I look forward to your clarification.

Dear Michal,

Thank you for your message.

We can confirm the following:

• The player's account was registered on 15/03/2025 at 11:27.
• Prior to the prolonged inactivity period, a verification request was issued to the player as part of our standard security and risk management procedures. Our records indicate that the notification was viewed.
• Inactivity-related notifications were also generated and delivered through the player's account notification system. While historical email records are no longer retained due to our data retention limitations, we do retain internal system logs confirming that notifications were issued.

The relevant supporting materials and account records have been provided directly to the Casino Guru team for independent review.

We remain available to cooperate further should any additional information be required.

Kind regards,

Cosmobet Team

Dear Gemzo,

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.

Hello Michal,

Thank you for the update.

To answer your question, I did not contact Cosmobet before submitting the complaint because I only became aware that the balance had been reduced when I logged back into the account. At that point, I believed an independent review would be helpful given the amount involved.

I have checked the emails I still have access to and I cannot find any emails from Cosmobet notifying me that dormant account deductions were about to be applied. The emails I can locate appear to be promotional in nature.

I also note that Cosmobet has now confirmed that inactivity-related notifications were delivered through the account notification system rather than by email. As I had not logged into the account for a prolonged period, I would not have seen any messages placed solely within the account itself.

My concern remains that approximately £1,906 was ultimately removed through inactivity deductions. While I understand the Terms and Conditions contained dormant account provisions, I believe the scale of the deductions was excessive and I would appreciate any further review Casino Guru is able to undertake.

Kind regards,

Gemzo

Dear Gemzo,

Thank you for your response.

I have received and reviewed additional information, together with supporting evidence, from the casino team regarding this matter.

While it is true that inactivity-related notifications were delivered through the account notification system rather than via email, an important aspect of this case is that your inactivity period began shortly after you were requested to complete the verification process. According to the logs provided, this verification request was viewed from your side at the relevant time; however, instead of cooperating, no further communication was initiated from your side until recently. Could you please clarify why you have not responded to the verification request and not cooperated at all?

Additionally, as I have previously mentioned, while I understand your concerns regarding the dormant account fees and can agree that they appear high compared to common industry standards, these fees were nevertheless outlined in the casino’s terms and conditions and were also communicated to you.

While you certainly had the right not to access your account, the applicable account rules and policies remained in effect during the period of inactivity. Your inactivity does not postpone or withhold the applicable rules. From a strictly technical perspective, the casino appears to have acted in accordance with its stated terms when applying these deductions. You also had the option to access your account or contact the casino team at any point during this period.

With this in mind, I would appreciate it if you could clarify what specific outcome or assistance you are expecting from us in this matter. Based on the information and evidence currently available, the circumstances appear to stem more from a lack of follow-up on the verification request than from any clearly unjustified or non-transparent action by the casino.

Dear Gemzo,

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.

Hello Michal,

Thank you for your response.

I appreciate the time you have spent looking into this matter.

To answer your question, I honestly cannot remember why I did not complete the verification request. This happened well over a year ago, and I simply don't remember the circumstances at the time. If I had known that failing to do so, combined with leaving the account inactive, would eventually result in the loss of almost £2,000, I can assure you I would have dealt with it immediately.

I am not trying to deny that the dormant account clause existed within the Terms and Conditions. My concern has always been whether it is fair and proportionate for an operator to remove an entire customer balance through repeated dormant account deductions, particularly when there was no meaningful communication that actually reached me before those deductions were made.

You have stated that inactivity notifications were placed within the account notification system. However, if a customer is inactive, they are by definition not logging into their account, so notifications placed only inside the account have very little practical value. While I accept that I was responsible for not completing the verification process, I still believe that removing almost £1,900 from a customer in these circumstances is excessive.

The outcome I was hoping for was not necessarily that the casino had breached its Terms and Conditions, but that Casino Guru might consider whether the application of those terms was fair and whether the casino would be encouraged to exercise discretion or offer a goodwill resolution.

If, after reviewing all of the evidence, you remain satisfied that the casino acted appropriately, then I respect that this is your conclusion, even though I remain disappointed by the outcome.

Thank you again for your time and for reviewing the case.

Kind regards,

Gemzo

Dear Gemzo,

Thank you for your detailed response and for further clarifying your perspective.

I understand your concerns regarding the fairness and proportionality of the dormant account deductions, particularly given the significant amount that was ultimately deducted from your balance. I also acknowledge your point regarding inactivity notifications being delivered through the account notification system and not also through other communication channels, as such notifications may have limited practical value when a player is no longer actively accessing the account. From a user-friendliness perspective, one could reasonably expect additional communication attempts in circumstances such as these.

That said, it is also important to take into account the broader context of this case. Based on the evidence provided by the casino, your inactivity began shortly after you were requested to complete the verification process. Despite this request being viewed from your side at the relevant time, no further cooperation or communication followed from your side for an extended period. This was solely your own decision.

Additionally, no active follow-up regarding your account balance or the status of your funds was initiated from your side until after the dormant account fees had already been applied. I must also note that, before escalating the matter to us, no direct attempt appears to have been made to resolve the issue with the casino itself, which is generally an important first step in dispute resolution.

These are all valid points that cannot be ignored when evaluating this case.

As previously mentioned, while I agree that the dormant account fees applied in this case appear significantly higher than what is commonly observed across the industry, these fees were nevertheless clearly outlined in the casino’s Terms and Conditions, which were accepted by you upon registration. From a technical and contractual standpoint, the casino appears to have acted in accordance with its stated rules. Overlooking or perhaps ignoring the established rules does not make them inapplicable.

At the same time, I understand that your concern is centred less on technical compliance and more on the fairness of the overall outcome. While I'm not in a position to instruct the casino to reimburse funds or override its internal policies, I can still enquire whether the casino would be willing to consider any discretionary settlement or goodwill resolution if possible.

Please note, however, that given the facts of this case, there is no guarantee that any such offer will be considered or that the casino will change its decision.

Nevertheless, I am willing to raise this with the casino and will update you should I receive any further response.

Dear Cosmobet Casino,

I look forward to your response to my previous email and would also appreciate your thoughts on whether there may be any possibility of reaching a settlement or finding a mutually agreeable resolution to this matter with the player.

Dear Michal,

Thank you for your detailed assessment.

Following an additional internal review, we have identified and recovered further communication records related to this account.

While we previously confirmed that inactivity-related notifications were generated within the player's account notification system, our review has also confirmed that corresponding email notifications were sent to the player's registered email address during the relevant period.

We have provided the supporting records directly to you for independent review.

We appreciate your continued efforts in assessing all aspects of this case and remain available should any further clarification be required.

Kind regards,

Cosmobet Team

Dear Cosmobet Casino,

Thank you for your response and for providing the additional information and evidence.

I am still awaiting your feedback regarding my previous inquiry as to whether there may be any possibility of reaching a settlement or finding a mutually acceptable resolution to this matter with the player.

I would appreciate it if you could review this possibility and share your thoughts when possible.

Dear Michal,

Thank you for your patience.

We have reviewed your request internally.

Before we can properly assess whether any settlement or discretionary resolution may be possible, the player must first complete the verification process. As previously mentioned, verification was originally requested in accordance with our standard security and risk management procedures, and it remains a prerequisite before we can proceed with any further assessment of the account.

Once the verification process has been completed, we will review the account in full and carefully consider all relevant circumstances before making a final decision. We will keep you informed of the outcome.

Kind regards,

Cosmobet Team

Dear Cosmobet Casino Team,

Thank you for your response.

I understand your position and appreciate your willingness to consider an additional assessment once the player has successfully completed the verification process.

Dear Gemzo,

Despite the circumstances discussed above, the casino remains open to exploring the possibility of a further assessment. However, the necessary first step is for you to complete the verification process.

Please cooperate fully with the casino team and provide any requested information or documentation so that, once the verification is completed, we can explore the available options for further resolution.

Dear Gemzo,

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.

We regret to inform you that, due to the player not responding to our messages, inquiries, and reminders, we are unable to continue our assistance or offer potential solutions at this time. Consequently, we must close this complaint for now.

Please be aware, however, that the player may reopen the complaint in the future if they choose to get back in touch and cooperate as needed. Should the player reach out to us again within a reasonable period, in line with our complaint handling procedures, we remain fully prepared and willing to assist further in resolving the matter.

Thank you for your understanding.

Best regards,

Michal

Casino.Guru