Kosmonaut Casino - O levantamento dos prémios dos jogadores está atrasado.

I registered at this casino on March 11th, 2025, uploaded my pictures for verification straight away, and requested my withdrawal of 1000 euros on March 12th. Since March 12th, 2025, there has been no progress with the verification. I am not able to contact the casino, no one has responded by email. I don't know what else to do and would be happy if you could help me.

Ich habe am 11.03.2025 mich in diesem casino angemelde direkt meine bilder zur vertifizirung hoch geladen und am 12.03 meine auszahlung von 1000 euro beantragt seit 12.03.2025 bis heute giebt es keinen fortschrit bei der vertifizirung es ist mir nicht möglich den cha zu kontaktieren es meldet sich niemand per mail ich weiß nich was ich noch tun soll und würde mich freuen wenn sie mir helfen

Dear mike2512,

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.

I wanted to give you an update. I am still unable to contact the casino via email or support chat. The verification is still unchanged.

ich wollte ihnen ein update geben weiterhin ist es mir nicht möglich das casino per email oder per support chat zu erreichen die vertifizirung ist weiterhin unverändert

Dear mike2512,

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, I have not received the money yet. I am still not verified. It is not possible to contact the casino, not by email or via the support chat. No matter what you do, you get no response from the casino. I have tried everything.

Nein ich habe das Geld noch nicht erhalten ich bin weiterhin nicht vertifizirt es ist nicht möglich kontakt mit dem casino auf zu bauen nicht per email und auch nicht über den support chat egal was man macht man bekommt keine reagtion vom casino ich habe alles versucht

Thank you mike2512 for all the information provided. I will now forward your complaint to my colleague Romi (romana.r@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear mike2512,

I'm Romi, 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 about this case?

Thank you in advance for your response.

Best regards,

Romi

I am still not verified, cannot reach the support chat and have no way to contact the casino

ich bin weiterhin nicht vertifizirt kann den support chat nicht erreichen und habe keine möglichkeit mit dem casino in kontakt zu treten

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.

All I can say is, try to close the casino. They're scammers, because you can deposit, but they don't pay out. Normally, you share the liability, and I'll have my lawyer look into it, because you're advertising for casinos like this. Thanks for nothing.

ich kann nur sagen versucht das casino zu schließen, dass sind Betrüger, denn man kann einzahlen nur wird nicht ausgezahlt. Normal seit ihr mit in der Haftung und ich werde das prüfen lassen von meinem Anwalt, denn ihr macht Reklame für solche casinos. danke für nix

Dear mike2512,

I am trying to contact the casino outside this thread. Please allow me some time to find out more.

Thank you in advance.

Kind regards,

Romi

Dear mike2512,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved.’

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.

The casino can reopen this complaint anytime.

Best regards,

Romi