Kosmonaut Casino - A retirada de ganhos do jogador está sendo continuamente recusada.

I've been trying to cash out a win amounting to €1450. I'm already verified and yet, my payout gets declined every day without any given reason. Each time, they come up with a new technical problem as an excuse and keep me hanging because they don't want to payout. I advise everyone against playing here and having connections with large casino streamers, I'm going to relay this to them too. I fail to understand what's so challenging about entering an IBAN and an amount and clicking on transfer.

Ich habe einen Gewinn in Höhe von 1450€ auszahlen wollen. Ich bin bereits verifiziert und jeden Tag wird meine Auszahlung abgelehnt ohne Grund. Jedes Mal fällt denen aufs Neue ein das es technische Probleme gibt und halten mich hin weil sie nicht auszahlen wollen. Ich rate jedem ab hier zu spielen und da ich große Casino Streamer kenne werde ich das denen auch mitteilen. Ich verstehe nicht was so schwer daran sein soll eine iban und einen Betrag einzugeben und auf überweisen zu drücken.

Dear Gdogg89,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Could you advise since when is your account verified? Since when are you trying to withdraw your winnings?

If you have your interaction with the casino saved, please send me your correspondence with the casino to my email at tomas@casino.guru

Looking forward to hearing from you.

Best regards,

Tomas

Unfortunately, I didn't save any chats because they were deleted straight away. I've been verified since last week and get different information every day and am put off every day and told to test €100 then the full amount then again it says technical problems that affect the payout for supposedly all players then again it says I have to pay it out in the evening it worked again and then it didn't work again as expected.

It has now been rejected 9 times for no real reason. Only technical problems are mentioned with withdrawals, but deposits are of course completely normal.

Ich habe leider keine Chats gespeichert da diese ja direkt gelöscht sind. Ich bin seit letzte Woche verifiziert und bekomme jeden Tag andere Informationen und werde jeden Tag vertröstet und soll mal 100€ Testen dann den vollen Betrag dann heist es wieder technische Probleme die die Auszahlung betrifft bei angeblich allen Spielern dann heißt es wieder ich soll abends auszahlen das es wieder geht und dann ging es wie erwartet wieder nicht.

Mittlerweile wurde es 9 mal abgelehnt ohne richtigen Grund. Nur technische Probleme werden genannt bei Auszahlungen aber Einzahlungen gehen natürlich ganz normal.

Thank you very much, Gdogg89, for providing the necessary information. 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, Gdogg89!

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!

On 7 September the funds were successfully withdrawn.

Gdogg89, please, confirm that you have received your funds.

Yes, it worked now

Strangely enough, I was only allowed to withdraw €1000 without any explanation. I was too stupid and then played down the €400 and deleted my account

I can only advise everyone not to play there

Ja hat jetzt geklappt ,

wobei ich komischerweise nur 1000€ abheben durfte ohne Begründung , mir war es dann zu blöd hab dann die 400€ runter gespielt und mein Konto gelöscht

kann nur jedem abraten da zu spielen

Dear Gdogg89,

I'm happy to hear that you have received at least part of your funds. I will now mark the complaint as 'resolved' in our system.

I thank you for your cooperation and patience, please, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Also, I would like to thank the casino for their assistance with the issue!

Best regards,

Pavel K

Casino Guru Team