Cosmobet Casino - A retirada e o reembolso do jogador estão sendo retidos.

Hello, I started to play cosmobet in December, I lost my deposit in december (1100eur) and January i requested the cashback what I got (its the 20% cashback on crpyto deposit, no wager, real money what i can withdraw) , also i deposited 1900 euro and wagered like 4000 euro, when I tried to withdraw, I got an email about i didnt wager enought (I didnt have any bonus) and my 220 cashback was deducted also so I asked the live chat, but they didnt give me any answer, they just said the same, when I sent the screenshoot about my wager they just said I will got an email, but they didnt even respond to my previous emails so im highly doupt I will got any email

So basicly they stole my 220 euro and they dont let me withdraw the remaining about 1900 euro, dispite the fact I wagered my deposit so much more than once

So I would like to get help from you, becuase i didnt see nothing like that before, they literally lying to me

Thank you very much for your help

Adrian

(Sorry for my english)

Dear Drakkor,

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 I understand correctly this is the cashback you requested in January?

• When have you deposited the 1900€ and when did you achieve the 4000€ winnings? Have you received any other bonus along with the 1900€ you deposited?
• Please send me the correspondence you received from the casino regarding the issue. My email is tomas@casino.guru

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,

Tomas

I sent the email

Sorry, did you got my email?

Thank you very much, Drakkor, for providing the necessary information, I've received your email. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, Drakkor!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hello, Drakkor!

I have received the information from the casino representative, that the amount of 220 EUR has been transferred to your casino account. Please, confirm that you have received it and let us know if you will be withdrawing all funds in question or would like to continue playing with them.

Dear Drakkor,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.