Cosmoswin Casino - Os ganhos do jogador foram retidos.

I played in casino about a year ago but I still hope there is a way you can help me. All together I deposited 2 times in casino. I played the second welcome bonus when I was finally lucky to win. The games I played were Dragon Egg and Puppy love. After I uploaded my documents and waited for casino to pay. Later I received an email that my winnings are considered non-withdrawable according to Terms and Conditions because my country was excluded from the promotion. But when I played my country was not excluded. It means casino changed the terms after I won and decided not to pay. This is completely not fair and even if casino doesn't change the decision maybe it can help others to avoid playing in this casino.

Dear Kianis,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus terms and conditions, and this is what I found https://www.cosmoswin.com/promotions/Casino#!/en/promotions/promo-100-casino/:

"The following countries are excluded from the promotion: Mexico, Chile, Argentina, India. In case a bonus has been activated by a player from this list, the winnings comings from the bonus will be considered non-withdrawable."

https://www.cosmoswin.com/page/en/terms-and-conditions/#!c/all

"Cosmoswin.com does not allow any registrations from customers residing in Australia, Belgium, Bulgaria, China, Cyprus, Colombia, Curacao, Czech Republic, Denmark, France, Greece, Hong, Kong, Hungary, Indonesia, Ireland, Israel, Italy, Latvia, Netherlands, New Zealand, North Korea, Pakistan, Poland, Portugal, Romania, Singapore, Slovakian Republic, Spain, Syria, Thailand, Turkey, United Kingdom, United States, Virgin Islands (British), Virgin Islands (U.S.)"

It seems like Mexico is not a restricted country to register from, only for any promotional offers. Could you please forward any relevant communication to petronela.k@casino.guru?

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,

Petronela

Sure, I have forwarded you the emails from casino. The question is when exactly they restricted Mexico from promotions.

Thank you very much, Kianis, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Kianis,

I'm Nick and I'll be assisting you from now on in your case. I would like to ask Cosmoswin Casino to join us and help us resolve the player's issue.

We haven't receive any respond from the casino yet. Please note, that if we won't get any answer within the next 7 days, the complaint will be closed as unresolved, and may negatively affect the casino's rating.

Dear Kianis,

Unfortunately, as I mentioned before, we will be now forced to close the complaint as unresolved as the casino did not respond to us at all. I'm really sorry that we could not help you more but as the casino is non-responsive, there isn't much we can do. Please do not hesitate to contact us if you will come across any other trouble in the future, we will gladly try to help you.

Best regards,

Nick

Casino.guru

The complaint will be now reopened based on the casino's request.

I would like to ask the casino to join here and explain the situation to the player as well. Can you also please advise if the player is still active on your platform or if there's been any update regarding the complaint since it was closed?

Greetings from the Cosmoswin Team.

We will try and provide as much information as possible on this case considering the time frame.

Keep in mind that for the past year we did dramatic changes to our platform and we have changed our approach and offering. Cosmoswin was taken down so we could build our own platform and create a better experience for our players and now we are back.

Months before the original case, we had already changed our Terms and Conditions. The case was brough here in September 2021 but the actual situation occurred in October 2020. We had detected a lot of fraudulent activity coming from Mexico - players exhibiting the same behavior, so we took a business decision to stop offering bonuses there, respectively the winnings not to be considered withdrawable. Note that in this transition period we paid out all winnings to players who won. Unfortunately at the time our platform didn't have the technical possibility to simply hide the bonus offer so players would not make a mistake. The only place where you could see this condition was in the Terms of the bonuses and the General Terms and Conditions.

We did have several contacts from calderonmorales03@gmail.com in which we explained the case however we did not have an understanding on the matter.

We hope this clears out the situation.

Cosmoswin Team

Hello Kianis,

As the complaint has been reopened after a longer period, I would like to ask you if you are still here to proceed in resolving this complaint.

Dear Kianis,

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.

Dear Cosmowin Casino,

Could you please advise if this specific player was paid out as well from the bonus he claimed? If yes, please send a proof to nikolas.b@casino.guru.

Hey Nick,

the player was not paid any winnings because he joined much later after the rules were set and the block was applied for Mexico. According to the rules player was not eligible for bonus or winnings coming from bonus. It was stated in the promotion and it our General Terms of Use.

If the player hadn't activated the bonus, the winnings would have been paid out without any problem. We also explained on several occasions in our chat and via email.

Cosmoswin Team

Dear Cosmowin Casino,

We believe that once the player receive a bonus, he/she should be paid out. If the casino does not allow a specific country to withdraw from a bonus win, they should not allow him to claim the bonus at first place otherwise what is the point of taking a bonus without a possibility to win.

The complaint will be now forwarded to my colleague Peter (peter.m@casino.guru) who will be assisting you from now on.

Regards,

Nick

Hi everyone,

I'm taking over the complaint.

Dear Cosmowin Casino team,

As Nick stated above, we believe that if casinos grant bonuses to players, they should also honor their winnings. You can read more about our position in our Fair Gambling Codex (https://casino.guru/fair-gambling-codex-for-casinos#restricted-bonuses). I'm afraid unless the player gets paid, the complaint will become unresolved.

Dear Peter,

We appreciate the time your Team took to look over a case and defend a player who is in no way interested or responsive on the matter. At the same time our Team made sure to provide the best and fairest possible explanation after extremely huge efforts we put into improving our system based on the issues and shortcomings we have faced before. And isn't this the point of your work?

It almost seems that your Team is more prone to defending rule breakers and players who exploit weaknesses of Casinos but is not here to actually help and improve the mutual environment where good players can play in fair casinos and everyone follows rules. Yes, we read your rules and they are not fair.

We understand that you will probably not decide to publish our response but we will appreciate if you want to be transparent about your communication.

We have been very honest and fair with all our players but being in the industry for a long time, we are experienced enough to not allow unfair exploitation and stop it on time regardless if this will be considered "Bad reputation". For your audience - yes, but for other players maybe ours will be the right Casino to go to. We are, in fact, known for our outstanding Customer Support and rule following. We always deliver what we have promised.

We are sad that we could not find a partner in your Team in the effort to create a better Casino environment but if the price to pay is to enable toxic behavior, we can live with the label "Very bad reputation"

"So Long, and Thanks for All the Fish"

Cosmoswin Team

Dear Cosmoswin Casino team,

Thank you for your reply. You don't have to worry about publishing your response since we try to be as transparent as possible. I understand your point of view and that you find our policies to be too strict, however, our goal is to create a fair, safe, and user-friendly experience for the players. For the reasons stated above, the complaint will become unresolved. Should you decide to change your position, feel free to request a reopen.

Best regards,

Peter

We’ve reopened this complaint at the request of Cosmoswin Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Cosmoswin Casino team,

What will be the solution to this issue? Will the player get paid their winnings?

Hello, Peter,

Yes we are prepared to pay.

Regards,

Cosmoswin Team

Thank you Cosmoswin Casino team for your reply.

Dear Kianis,

Could you please get in touch with the casino?

Dear Kianis,

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.

We’ve reopened this complaint at the request of Kianis. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Kianis,

Did you get in touch with the casino?

I sent email to the casino but didn't get reply yet.

Thank you Kianis for your reply.

Dear Cosmoswin Casino team,

Could you please update us on the situation here?

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.

Hi Kianis,

I'm still trying to get some information on Skype, I will keep you updated.

Hi Kianis,

The casino sent you two emails. Could you please check your inbox and just in case the spam folder too?

Hello, and thank you for your assistance.

I've completed the steps described in the email that I received from Cosmoswin casino.

Currently, I'm waiting for a reply from them and will update this ticket accordingly.

Thank you Kianis,

I will set the timer for seven days. Looking forward to an update.

Hello

Thanks to everyone who was involved. I'm happy to say that the case is resolved, and I received my winnings.

Thank you Kianis for the update. We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Peter