Kosmonaut Casino - A retirada do jogador está atrasada.

On Sunday, March 23, 2025, I requested my first withdrawal of €1,500. So far, nothing has happened regarding the withdrawal. It's strange that the live chat isn't working. I can open it and write, but the message simply isn't read and no one responds. There hasn't been a response to my emails to date. Now I've seen in the reviews that two other players are writing the same thing. The casino has a very high rating on Casino Guru, and that's why I'm surprised by all this. My account is fully verified, and I already made a withdrawal a few months ago, which was processed promptly. Please help!

Am Sonntag, den 23. März 2025 habe ich eine erste Auszahlung über 1500 € beantragt. Bisher ist zur Auszahlung nichts passiert. Komisch ist, dass der Live Chat nicht funktioniert, ich kann diesen öffnen und schreiben aber die Nachricht wird einfach nicht gelesen und es meldet sich keiner. Auf E-Mails wurde bis dato auch nicht reagiert. Jetzt habe ich in den Bewertungen gesehen, dass zwei weitere Gamer das selbe schreiben. Das Casino hat bei Casino Guru eine sehr hohe Bewertung und deswegen wundert mich das alles. Mein Konto ist voll verifiziert und ich habe bereits vor einigen Monaten eine Auszahlung vorgenommen, welche zeitnah erledigt wurde. Ich bitte um Hilfe!

Dear Winne,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

Current status:

Live chat is unresponsive. There was no response to my emails, the withdrawal status is still "Pending withdrawal," but it can still be canceled. So, no one from the casino has contacted me all week, no one has taken care of me, and what's making me sick is that the live chat simply doesn't respond.

Aktueller Stand:

Live Chat reagiert nicht. Auf meine E-Mails kam keine Reaktion, der Status der Auszahlungen steht immer noch bei Auszahlung in Bearbeitung, kann aber nach wie vor storniert werden. Somit hat sich in der ganzen Woche von Seiten des Casinos keiner gemeldet, keiner gekümmert und was mir Bauchschmerzen macht , der Live Chat reagiert einfach nicht.

I understand your frustration. However, from our experience, the majority of delayed withdrawals get paid out within the 14-day timeframe. If you do not receive your winnings by Monday, please let me know and we will intervene. I appreciate your patience and cooperation.

Very good morning,

As you requested, I have waited until today and this is the result:

No response in the last two weeks

Live Chat can no longer be selected

Payouts are still pending and can be cancelled

I only play at Dama casinos and have had very good experiences so far. I wasn't used to this kind of thing. If it's really the case that the casino is closed and still allows further deposits, I consider that fraudulent and will stay away from all Dama casinos.

I am very excited to see what you can achieve

Schönen guten Morgen,

Wie von Ihnen gewünscht, habe ich jetzt bis heute gewartet und das ist das Ergebnis:

Keinerlei Reaktion in den letzten zwei Wochen

Live Chat kann jetzt nicht mehr ausgewählt werden

Auszahlung stehen nach wie vor auf Bearbeitung und können abgebrochen werden

spiele nur in Dama Casinos und habe bisher sehr gute Erfahrungen damit gemacht. So etwas war ich bisher nicht gewohnt. Sollte es wirklich so sein, dass das Casino geschlossen ist und trotzdem weitere Einzahlungen erlaubt, sehe ich das als Betrügerrische Handlung und werde mich von allen Dama Casinos fernhalten.

ich bin sehr gespannt, was ihr erreichen könnt

Thank you very much, Winne, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.

Dear Winne, I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done once they reply.

Dear Kosmonaut Casino, I'd like to invite you to join this conversation and help us resolve the player's complaint. Could you please share more information regarding the case? Please specify the current status of the player's withdrawal request and when Winne can expect it to be processed from your side.

I'm looking forward to hearing from you. If you have any supporting evidence, please send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

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.

Dear Winne, we still don't have any updates from the casino, though I'll try to contact the casino via different channels and extend the timer for an additional 7 days for the casino.

Thank you for your patience!

Dear Winne, I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Control Board (https://www.gamingcontrolcuracao.org/contact). Although the regulator states that it will not handle individual disputes between players and operators, it is recommended to send them a message. Please let me know if you need help with submitting the complaint or how they responded, if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia