Kosmonaut Casino - Pedido de autoexclusão do jogador ignorado e com pagamento pendente.

The Kosmonaut Casino has repeatedly violated player protection and the terms and conditions. I requested a self-exclusion indefinitely multiple times, but this was continually opened without adhering to any timeline. They kept letting me deposit when they should have been protecting me. Currently, they have paid me 294 Euros. There is still a remaining 958 Euros. I only noticed the other transactions much later. I ask for help. I strongly advise against featuring this casino in your ranking list. I have all the evidence as screenshots of the chat history and even evidence videos of being cheated at live roulette in the Kosmonaut Casino. They are not continuing to pay me the remaining amount or the refund in full!

Das Kosmonaut Casino hat gegen den Spielerschutz und gegen die AGB öfter verstoßen.ich habe einen selbstausschluss für immer mehrfach beantragt, dies wurde aber immer wieder ohne Frist einhalten geöffnet. Sie haben mich immer wieder einzahlen lassen und hätten mich schützen müssen. Aktuell hat man mir 294 Euro Ausgezahlt. Es fehlen noch 958 Euro. Mir sind die anderen Transaktionen erst später aufgefallen. Ich bitte um helfe. Ich Rate dringend ab dieses Casino in Ihrer Rankingliste zu führen. Ich habe alle Beweise als Screenshot von den Chat Verlauf und auch Beweisvideos wie beim live roulette betrogen wird im Kosmonaut Casino. Man zahlt mir den Restbetrag bzw die Erstattung nicht weiter bzw vollständig aus!

Hello phein67,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Kosmonaut Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? When did you request for self-exclusion for the first time? What reason did you give the casino for the exclusion? Did you ever mention gambling addiction or issues to them? How many times and in what sums did you deposit there since your first request? Is your account currently still open?

Looking forward to your answer.

Regards,

Nick

Last year, since November around 2007, my account has been fully verified. Last year I requested that the account be closed forever and I also set up self-exclusion for 1 year. My account was opened within minutes of my request. I have told them about my gambling addiction several times. Last year too, an amount of 288 euros and an amount of 670 euros are still to be refunded to me. Most of the time, it was always 100 euros deposits. Last year I deposited 288 euros once and 670 euros. I am asking for help and to lower the ranking of this casino!

Letztes Jahr seit November ca. Ist mein Konto voll verifiziert. Ich habe im letzten Jahr schon gefordert das Konto für immer schließen auch habe ich für 1 Jahr den selbstausschluss eingestellt. In Minuten auf Anfrage wurde mein Konto geöffnet. Ich habe mehrfach von meiner Spielsucht erzählt. Auch im letzten Jahr.ein Betrag von 288 Euro und ein Betrag von 670 Euro sind noch an mich zu erstatten. Meistens waren es immer 100 Euro Einzahlungen. Letztes Jahr einmal 288 Euro eingezahlt und 670 Euro eingezahlt. Ich bitte hier um Hilfe und das Ranking dieses Casino herab zu setzen!

Dear Casinoguru team, is there any news about my refund?

Liebes Casinoguru Team, gibt es Neuigkeiten zu meiner Erstattung?

The Kosmonaut Casino team reporting that the player is providing false information in order to get money.

After the last block, the player asked Kosmonaut Casino Support to unblock his account.

Some time later, after the account was unblocked, the player filed a complaint with the report, stating that he had a gambling problem. His complaint was reviewed and the player was suspended in accordance with the terms of the license. Players account was block.

Up until that point, the player had never reported a gambling problem.

The player behaved unethically in his dealings with the casino, extorting money and regularly threatening to complain.

We would like to reiterate that this complaint is unfounded.

All relevant information has been provided to the CasinoGuru administrators.

I expected nothing less from Kosmonaut Casino. I have endless screenshots. I can prove that you have violated player protection several times. How brazen that is, and what means are used here. Casinoguru cannot have any of my evidence and transactions!

Ich habe nichts anderes vom Kosmonaut Casino erwartet. Ich habe screenshots ohne Ende. Ich kann alles belegen das ihr gegen den Spieler Schutz mehrfach verstoßen habt. Wie dreist das ist, und mit was für Mitteln man hier arbeitet. Casinoguru kann keine meine Beweise haben und Transaktionen!

Just the way the manager Andy responded to my emails. People are making fun of others and violating player protection on multiple occasions. Dear Casinoguru team, you are welcome to ask for more information. No problem

Alleine wie der Manager Andy auf meine Emails geantwortet hat. Man macht sich hier lustig auf Kosten anderer, verstößt mehrfach gegen den Spieler Schutz. Liebes Casinoguru Team ihr könnt gerne weitere Informationen haben. Kein Problem

Hello phein67,

Please forward the first evidence of you mentioning gambling addiction to the casino and specify the exact date of you being excluded from the casino to nikolas.b@casino.guru.

The casino continues to ignore me when I try to contact them.

Das Casino ignoriert mich weiterhin als ich mich melden wollte.

The Kosmonaut Casino should finally pay my remaining sum of 958 euros!

Das Kosmonaut Casino soll endlich meine Rest Summe von 958 Euro begleichen!

Is there any news regarding my remaining refund? Best regards

Gibt es Neuigkeiten bezüglich meiner Rest Erstattung? Liebe Grüße

Hello phein67,

I've reviewed your e-mails but I could not find any mention of gambling issues or addiction therefore your account could not be excluded and it was simply blocked. The block can be removed anytime by simply requesting the casino support to do it.

Please keep in mind that self-exclusion servers against gambling addiction and unless you specifically mention it, the casino is not obligate to exclude you or refund anything if you did deposit.

Is there anything else we could assist you with?

This has to be a joke, right? First of all, the casino has to wait 7 days after the self-exclusion before they reopen it. Secondly, I have repeatedly requested that they close it permanently and have also set the self-exclusion myself several times for 1 year!!! Why then are there other casinos in the Dama NV group that implement this? I asked the support staff Helen and Peter weeks and months ago to close the account permanently and for good!! Why does the chat always end immediately without a response?? That's suspicious of Kosmonaut Casino, isn't it?? Then why did they pay me out the small sum of 294 euros??? Which was by no means everything. You will also receive a negative rating from me on Trustpilot, you can count on that!! This has to be a joke. All the emails from the manager Andy, have a nice day, his answer!!! That just shows what kind of rip-off artists they are!!

Das soll ein Scherz sein oder? Erstmal muss das Casino 7 Tage warten nach dem selbstausschluss bevor sie es wieder öffnen. Zweitens habe ich mehrfach gefordert für immer schließen und auch selbst den selbstausschluss mehrfach für 1 Jahr eingestellt!!! Warum gibt es dann andere Casinos der Dama NV Gruppe die dieses umsetzen? Ich habe der Support Mitarbeiterin Helen und Peter vor zich Wochen und Monate gebeten das Konto dauerhaft zu schließen und zwar für immer!! Warum wird der Chat immer ohne Antwort sofort beendet?? Das ist doch auffällig vom Kosmonaut Casino oder?? Warum haben sie mir dann die kleine Summe von 294 Euro Ausgezahlt??? Was bei weitem nicht alles war. Sie werden auch von mir auf Trustpilot eine Negative Bewertung erhalten drauf können sie sich verlassen!! Das soll wohl ein Witz sein. Die ganzen Emails vom Manager Andy have a nice day seine Antwort!!! Daran sieht man schon was für Abzocker das sind!!

Please lower the ranking of this fraud gang or remove the casino from your list!!

Setzen Sie bitte das Ranking von dieser Betrüger Bande Runter oder werfen Sie bitte das Casino aus Ihrer Liste!!

Hello phein67,

Unfortunately, if there is no evidence of specifically mentioning gambling addiction or problems (which serves for self-exclusion), we will be forced to reject the complaint. Please if you do have it, forward it within the next 7 days to nikolas.b@casino.guru.

Dear phein67,

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.