Cosmobet Casino - O jogador está com dificuldades para recuperar seus ganhos da conta encerrada.

My experience with Cosmobet Casino has been nothing short of appalling. Over the past several months, I have endured a relentless cycle of deceit, manipulation, and emotional distress at the hands of this rogue operator. What began as a straightforward request for a refund has turned into a prolonged ordeal that has caused me significant psychological harm — to the point of suffering a nervous breakdown. The casino has consistently misled me, delayed action, and failed to honor both its own terms and the regulatory obligations it is bound by.

I am currently owed in excess of £1,500, a sum that is legally and contractually due to me under the regulations governing self-exclusion. My original account was self-excluded, and as per industry standards and Cosmobet’s licensing regulations (under the Curaçao Gaming Authority), any subsequent account created during a period of self-exclusion must be identified and closed, with all deposits refunded. The terms clearly state that refunds in such cases must be issued within two business days. I have been waiting since approximately the 18th of May, and still, no refund has been issued.

Adding insult to injury, Cosmobet has repeatedly promised that my refund had been processed, only to later change their story or go silent. These false assurances were clearly designed to pacify and delay, leaving me in a constant state of anxiety and uncertainty. They have never accepted responsibility for their failures and instead shift blame onto me, citing "breaches" of their terms while ignoring their own far more serious regulatory violations.

Their customer support process is deliberately obstructive. Attempts to communicate via live chat are met with immediate redirection to email, where responses are slow, generic, and dismissive. Even more frustrating is their tactic of repeatedly asking me to explain the issue — despite having already provided all documentation — in what seems to be a calculated strategy to wear down and frustrate customers into giving up.

A critical breach that cannot be ignored is Cosmobet’s refusal to provide details of their Alternative Dispute Resolution (ADR) provider, despite repeated requests. This is not just unethical; it is a direct violation of Curaçao gaming regulations, which state that any unresolved dispute must be escalated to an ADR upon the player's request. They are legally obligated to provide this information, and their refusal represents a clear attempt to avoid external scrutiny.

Beyond this, Cosmobet's behavior raises serious questions about the integrity of its entire operation. Their terms and conditions are contradictory and selectively enforced. They have targeted vulnerable individuals, including self-excluded players, with promotional material — a practice that is both unethical and illegal under responsible gambling standards. Payouts appear to be made at the discretion of the operator rather than in accordance with fair gameplay or true Return to Player (RTP) mechanisms, suggesting the games themselves may be manipulated or unfair.

What Cosmobet seems to forget is that terms and conditions do not exist in a vacuum — they are legally enforceable documents that must comply with the regulatory standards set by licensing authorities. Selectively enforcing their terms while breaching their own obligations is not only unethical but illegal. Additionally, the positive image they try to project online is deeply misleading. A large number of Trustpilot reviews are reportedly solicited in exchange for free spins or bonuses, essentially bribing customers to leave favorable reviews. This practice undermines the credibility of their reputation and masks the reality of their conduct. A quick look at independent platforms such as Casino Guru or AskGamblers reveals a much clearer and more disturbing picture of this casino’s operations, with numerous verified complaints echoing the same systemic issues.

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.

• Could you please provide evidence that the casino promised a refund to you due to a failed self-exclusion?
• Share the evidence that supports your complaint with me at tomas@casino.guru

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

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If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

It clearly states this in their operators requirements from the GAC (GAMING AUTHORITY CURACAO)

It states that any duplicate accounts that have been prior closed where safer gambling is concerned should be refunded within 2 business days to the player and closed.

Hi i have sent you a separate email with some evidence attached.

Is there any. Update on this?

Is someone going to respond to this?

Thank you for your patience.

We currently have hundreds of active complaints, and we strive to reply as soon as possible within the allotted time of 7 days.

I went over the evidence you provided; however, I can only find discussions where the casino rejects your refund requests. The fact that the casino allowed you to register other accounts isn't mentioned in the discussion. The evidence I went through is your email exchanges from June 30th and June 3rd to June 6th

If there is any other relevant information regarding the issues you mentioned earlier (prevention of creating multiple accounts failing, refund promised due to failed self-exclusion), I haven't received it. Without the necessary context regarding the refund, we won't ask the casino for assistance with the issue. I apologize for the inconvenience.

Looking forward to your reply.

Dear Jay093xx,

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 the player. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Message from the player:

Hi tomas, you recently closed my complaint as I didn't respond in time apologies I have been recovering from an accident so had some time away.

I have noticed that the emails screenshots I have sent to you were actually not the correct ones as I've since managed to locate 3 emails which prove the casino new. These are all emails from cosmobet which clearly contradict one another. 

Thanks for the information you provided.

Could you please provide a more detailed timeline of when you self-excluded from the casino and when the casino sent marketing communication to you?

When did you complete account verification with your original account, and when did you register another account in the casino?

Looking forward to your reply.

I self excluded from the casino originally I think was 2023, in the evidence I have supplied the casino was still sending me marketing material up until last year the new account was also created early Last year.

Has this been sent to the casino yet? Its been going on for months now

Hi, is anyone going to assist with this? Why.. When I responded to your message not long after you wrote it.. Am I still waiting for you to respond to me 5 days later?

Thank you for your patience and for providing the information.

The casino indicated that they closed your account shortly after you informed them about gambling-related issues in one of their emails. Could you please explain which of the two accounts this is regarding and when this happened?

Thanks in advance for your reply.

Both of the accounts were closed due to safer gambling measures, hence why in the emails I have provided to you they say the accounts were closed in accordance with safer gambling they then go onto say how duplicate accounts are against the terms and conditions, both accounts were fully veirifed with the same details only change was the email address. They need to take some responsibility and refund me my money I am currently in a situaiton where I have been evicted from my home and this is a direct result of the financial issues caused to me by being able to deposit here. The casino know exactly what they have done as do i because they don't want to refund me, when it's quite rightly owed. If the casino ahd the decency to take some responsibility a while back I might not be in the situation I am in right now. I want my money back I have waited long enough if they have nothing to hide why have they refused to provide me with the ADR details for so long.

This is getting to be an absoloute joke , is this a murder interrogation or a casino dispute given that the evidence I have already sent your regarding my claims is overwhelming to say the least.

I feel like ur Implying that I'm lieing about suffering with a gambling addiction, therefore I share my gamstop registration with you in a private email so you can see for yourself. I have suffered with a gambling addiction for several years now.

The deposits I want to be refunded are fron the account that was recently closed, reason being for the 800th time is that these deposits should not have been able to be made when my prior account was already closed. Where I was able to verify an account again with that of the same ID that was used in the original tree he casino should have prevented this from happening.

I mean it's a joke this now I've been waiting months

I am sorry you feel this way.

I understand my responses may have come across as inappropriate. I apologize for any distress caused.

We can confront the online casino regarding a refund only after we are convinced you are eligible for it.

The casino should be reasonable to prevent you from creating multiple accounts after you inform them about your gambling issues. To pursue such cases, we either require proof that you informed the casino about your gambling issues. So far, this proof hasn't been provided.

If we don't have evidence that your previous account was self-excluded due to gambling issues, please recognize that the opening of multiple accounts is strictly prohibited in most online casinos, and the responsibility for the matter shifts.

If there is any other evidence you haven't yet provided that supports your claims, please send it to my email at tomas@casino.guru

Dear Jay093xx,

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.

i mean.... you cant possibly be requesting more evidence or information from me what more could you possible need to request my refund from the casino. When you have it plain as day in front of you on the emails from the casino.

This is concerning, really ,your own review of the website states that it lacks any safer gambling measures, why are you asking me for more evidence when what Ive already given you is the casinos own written submission. The below links are of similar complaints with the same casino published on this very website; now these are only the resolved ones, where there is also many others with the same scenario where its mainly player stopped responding. Now i am beginning to understand why, since your absolutely draining the life out of me with this.

PLEASE EXPLAIN HOW MY CASE IN ANY DIFFERENT TO THESE WHERE YOU HAVE INTERVENED MORE OR LESS INSTANTLY?

https://casino.guru/complaints/cosmobet-casino-player-was-able-to-register-despite

https://casino.guru/complaints/cosmobet-casino-player-with-recognized-gambling-addiction

https://casino.guru/complaints/cosmobet-casino-player-s-account-wasn-t-closed-upon

I understand where you are coming from.

Please note we always require sufficient evidence when confronting online casinos, especially when requesting a refund of funds that were already played down during gameplay.

Please understand that most online casinos prohibit creating multiple accounts. When a player who is not supposed to be protected by the casino breaches this rule, we can't support their effort for a refund.

Due to these 2 factors, I would kindly ask you to provide further evidence to support your complaint; without it, we won't be able to proceed. I hope this clarifies our position regarding the issue.

Looking forward to your reply.

Dear Jay093xx,

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