Cosmobet Casino - A retirada do jogador está atrasada devido à investigação.

I registered on this casino site around December 11th and deposited $300 to play with the welcome bonus.

I played Pragmatic Play's Vampy Party, and my balance increased to $5,938.

After that, I played PGsoft's Muay Thai Champion with a $4 bet.

After meeting the bonus requirements, my balance reached $12,655.

I proceeded to request a withdrawal, submitted several personal documents, and even provided a video file upon request.

After the last video file was approved, I requested a $6,000 withdrawal, but then received a notification from Cosmobet Casino stating that they are investigating my account.

From December until recently, I've inquired multiple times and received only the response that it was under investigation. However, today when I contacted support again, they informed me that the investigation would take six months.

I found this to be unacceptable, which is why I am making this complaint public.

Is it normal for an investigation to take as long as six months?

It has been over a month already, and I believe there has been ample time for the investigation.

I hope to have this harassment stopped and my withdrawal processed.

Could you please assist me in finalizing the withdrawal?

このカジノサイトへ12月11日頃に登録をし、ウェルカムボーナスで遊ぶために$300を入金をしました。

Pragmatic Play社のVampy Partyで遊び、残高が$5938にまでなりました。

その後にPGsoftのMuay Thai Championを$4で回しました。

ボーナス条件を達成して残高が$12,655になりました。

出金しようとして申請をかけ、いくつかの個人情報の書類を提出しビデオファイルの提出も求められました。

最後に提出したビデオファイルも確認が完了し、たしか$6,000の出金依頼を出したところCosmobet Casinoからアカウントの調査をしているという連絡が届きました。

12月中～最近まで何度も問い合わせをしており、ずっと調査中という回答しかなかったのですが今日サポートに再度問い合わせをしたところ、アカウントの調査に6か月間かけると言われました。

流石にこれはおかしいと思い今回クレームを公開しました。

6か月という長期間の調査というのは通常ありえるものなのでしょうか？

1か月以上も経過しており、調査というのには十分な猶予があったと思いますし

これ以上の嫌がらせをやめて出金をしてほしいです。

出金までサポートをしていただけないでしょうか？

Dear naki646, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Am I correct in understanding that your documents and your video have been successfully verified?

Is the casino investigating your gameplay?

Have you played any other games apart from the two slots you mentioned?

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, 

Veronika

May I understand that your documents and video have been successfully verified?

Yes. I received an email stating that it was completed on December 15th.

Do casinos monitor your gameplay?

There was no answer as to what they were investigating.

Apart from the two slots you mentioned, have you played any other games?

I don't think so.

あなたの書類とビデオは正常に確認されたと理解してよろしいでしょうか?

はい。12月15日に完了したというメールを確認しています。

カジノはあなたのゲームプレイを調査していますか?

何を調査しているのかという回答はありませんでした

あなたが言及した 2 つのスロット以外に、他のゲームをプレイしたことがありますか?

無いと思います。

Thank you for your response. Could you please forward me all the communication between you and the casino customer support regarding the investigation of your account? My email address is veronika.f@casino.guru.

We have exchanged emails!

thank you

メールのやり取りおくりました！

よろしくお願いします

Thank you very much, naki646, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you naki646 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Cosmobet Casino for their help in resolving this complaint. We would like to know what is the issue with the investigation and what can we do to help the player receive their winnings.

Thank you!

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.

I managed to get it right, so I'm not satisfied with how it stays like this!

Please make it possible to withdraw the money.

せっかく当てたのにこのままでは納得いきません！

出金出来るようによろしくお願いします。

Dear naki646,

Your case is under investigation, and we will provide an update soon.

Best regards,

Dear  naki646,

We are working to resolve this case and will provide an update soon.

Best regards,

Dear naki646,

We are working to resolve this case and will provide an update soon.

Best regards,

Dear Cosmobet Casino representative, as this is the third time we received the same message we will give you 7 additional days to respond, and if we do not receive any substantial update on the situation we will be forced to close this complaint as unresolved. Thank you for your understanding!

Dear Peter,

According to our terms, which the user has already accepted, we have the authority to request additional information and conduct a review, with a maximum timeframe of six months. This case is currently under investigation, and our team is working diligently to reach a decision as soon as possible.

We sincerely appreciate Casino Guru’s understanding and patience in this matter. Please rest assured that we always prioritize fairness and the best interests of our users.

Best regards,

Thank you for the update Cosmobet Casino representative. I will close the complaint as 'waiting for a decision from the regulator' until your investigation is finished which won't result in a penalization. Please update me in my email if you have reached any conclusion in the investigation. (peter.c@casino.guru)

Dear naki646, I understand this isn't a satisfactory solution to your issue and I am sorry I could not be of more help on this occasion. There isn't much we can do in situations like these except wait. I appreciate your patience during this time and I hope the situation will result in a favorable outcome.

Best regards,

Peter

Dear naki646,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

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.