Kosmonaut Casino - O jogador acredita que o seu pagamento foi atrasado.

My withdrawal has been pending since March 30, 2025. Live chat support isn't just a fake button that won't click. The email The number you're supposed to use to get help doesn't exist, and you only get an automated reply: "The email account that you tried to reach does not exist." This means I have no way of getting help. It's unbelievable how this fuss goes over 220 euros. They advertise instant payouts, but nothing ever happens. This is simply unacceptable!

Meine Auszahlung ist seid dem 30.03.2025 ausstehend, Live Chat support gibts nicht nur einen Fake Button der sich nicht drücken lässt. Die Email support@kosmonautcasino.com unter der man Hilfe bekommen soll existiert nicht und man erhält nur eine automatische antwort:  The email account that you tried to reach does not exist. Somit habe ich keinerlei Möglichkeit Hilfe zu erhalten. So ein Theater wegen 220 EUR unglaublich, es wird mit Instat Auszahlungen geworben aber passieren tut garnix , sowas geht garnicht !

Dear B34ST,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear B34ST,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

No response, no payout, no reaction whatsoever from Kosmonautcasino. I can no longer access my account and receive an error message when logging in: You have set a self-exclusion limit. If you have any questions, please contact our support team. I haven't initiated a self-exclusion, and I have no way of contacting support, which apparently doesn't exist. I feel cheated and will generally avoid online casinos. I will try to take legal action, but I don't see any prospects for that.

Keine Rückmeldung, keine Auszahlung, keinerlei reaktion seitens Kosmonautcasino. Mittlerweile komme ich nicht mehr in meinen Account und erhalte die fehlermedung beim einloggen : Sie haben ein Selbstausschluss limit festgelegt. Bei Fragen wenden Sie sich bitte an unser Support-Team. Ich habe kein Selbstausschluss eingeleitet. und habe auch keine möglichkeit den support zu erreichen den es ja anscheinend nicht gibt.Ich fühle mich betrogen und werde online casinos generell meiden. Ich werde versuchen rechtlich dagegen vorzugehen da aber da sehe ich schwarz.

Thank you B34ST for all the information provided so far. I will now forward your complaint to my colleague Kubo (jakub.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear B34ST,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Kosmonaut Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Kosmonaut Casino,

Could you please provide detailed information regarding this case and explain the reasons behind the delay in the player's withdrawal?

Thank you in advance for your response!

Best Regards,

Kubo

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 B34ST,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. 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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Curaçao Gaming Control Board Licensing Authority and submitting a complaint through their official contact form at https://www.gamingcontrolcuracao.org/contact. Please ensure you include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at jakub.m@casino.guru.

I am sorry I could not be of more help on this occasion.

Best Regards,

Kubo