CosmicSlot Casino - El retiro del jugador ha sido cancelado.

I won an amount and I want to withdraw it. I ordered three separate bank transfers to withdraw my winnings!

I played with real money, no bonuses, no gifts!

They canceled my transfers, saying I should use another bank account, but that account has been closed! Why don't they want to return my money?

Ho fatto una vincita, voglio prelevare e ho ordinato tre bonifici distinti per prelevare la mia vincita!

giocato con soldi veri, no bonus, no regali!

mi hanno cancellato i miei bonifici dicendo di utilizzare un altro conto corrente bancario, ma quel conto corrente è stato chiuso! Perché non vogliono restituire i miei soldi?

Dear Luca8889,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with CosmicSlot Casino.

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

• Have you informed the bank account the casino specified was already closed? Have you provided evidence of your bank account closure to the casino?
• Could you please let us know whether you used this bank account for deposits in the past?
• Have you used the same bank account for withdrawals from the casino in the past?
• Have you used your new bank account for deposits in this online casino?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Ertama88 and Casino Guru Team!

We want to inform that the player's account was disabled due to a strong violation of the Terms & Conditions.

The player's account was checked with our security department and it was concluded that the player was using a Credit Card from a third person also registered and deposited in our casino (CC detailed information СС**1015) plus to the same Payment Methods accounts have the same "strong" password.

Best regards,

CosmicSlot Casino Team.

I think you are the wrong person! I have never used third party cards and my account is regularly open and working! In fact, you wired me the first €400 just today! Why do you have to give these wrong and false answers?

Secondo me state sbagliando persona! Io non ho mai usato carte di terze persone e il mio conto è regolarmente aperto e funzionante! Anzi mi avete bonificato i primi 400€ proprio oggi! Perché dovete dare queste risposte sbagliate e false?

Hello Ertama88!

Sorry for the inconvenience you are right, we just mixed up your account with other players from Italy who were violating the Terms & Conditions.

Depending on your question we are asking you just to make another withdrawal request and everything will be fine.

Best regards,

CosmicSlot Casino Team.

Small update we already sent you money via Bank Transfer today.

Await your winning in the next 3 bank days.

Best regards,

CosmicSlot Casino Team.

Cosmic slot I saw that you have wired me €400, but my VIP level 3 allows me to withdraw €3000 per week, the plan you sent me provides withdrawals for €1200 per week! This is not correct

Cosmic slot ho visto che mi avete bonificato 400€, ma il mio livello vip 3, mi permette di prelevare 3000€ a settimana, il piano che mi avete mandato prevede prelievi per 1200€ a settimana! Questo non è corretto

Thanks to both parties for the reply.

Dear Luca8889,

Could you please clarify how much you were able to withdraw since the start of the complaint?

Please share the amounts and dates of your recent withdrawals, or a screenshot here or to my email at tomas@casino.guru

Good morning Tomas,

I honestly can't understand why the casino doesn't respect its own provisions regarding withdrawals.

I am a VIP level 3 client, I have a dedicated VIP MANAGER who has confirmed to me several times that my withdrawal limit is €3000 per week, but at the same time I can only order 3 transfers of €400 each at a time.

They gave me €400 on Monday, €400 on Tuesday, €400 on Wednesday.

Today no transfer arrived and I received an email (see attachment) where the next transfers are reported:

Friday 4th November €400

Monday 7th November €400

Tuesday 8 November €400

This way it is impossible for me to withdraw what I want and what is foreseen by my VIP level.

It's really hard for me to continue playing at this casino if I'm not sure how much money I can withdraw.

Buongiorno Tomas,

Io sinceramente non riesco a comprendere perchè il casino non rispetta le proprie disposizioni in materia di prelievi.

Sono un cliente VIP di livello 3, ho un VIP MANAGER dedicato che mi ha confermato più volte che il mio limite di prelievo è di 3000€ a settimana, ma allo stesso tempo posso ordinare solo 3 bonifici da 400€ l'uno alla volta.

mi hanno dato lunedì 400€ martedì 400€ mercoledì 400€.

Oggi non è arrivato nessun bonifico e mi è arrivata una mail (vedi allegato) dove vengono riportati i prossimi bonifici:

venerdì 4 novembre 400€

lunedì 7 novembre 400€

martedì 8 novembre 400€

in questo modo mi risulta impossibile prelevare quanto desiderato e quanto previsto dal mio livello vip.

é davvero difficile per me continuare a giocare in questo casino se non ho la certezza di quanti soldi posso prelevare.

Update today (03/10) I received another 400€ thanks

Aggiornamento oggi(03/10) ho ricevuto altri 400€ grazie

Dear CosmicSlot Casino,

Could you please explain the discrepancy between the declared withdrawal limits specified in your terms and conditions

and the player's withdrawal schedule?

6.11. You may withdraw no more than €1,000 per transaction (or the equivalent amount in the currency of your account), no more than €3,000 per day and no more than €20,000 (or the equivalent amount in the currency of your account) within 30 days, unless we have agreed a larger amount.

I'll await your reply.

Good morning Tomas,

As previously written I am a VIP level 3 customer and my withdrawal limit is €3000 per week, as already confirmed several times by customer support and my VIP manager Helen.

I am having great difficulty in being able to withdraw the sums requested by me because the system allows me to withdraw a maximum of €1200 divided into three transfers of €400 at a time. In the past winnings the casino made daily payments for a total of €1200 up to a maximum of €3000 per week. This time the casino is scheduling daily transfers for a maximum of €400 making it impossible for me to withdraw the requested sum. Today a €400 transfer was scheduled but it never arrived. I am very disappointed and frustrated by this situation because I believe it is very important that the withdrawal limits are respected.

Buongiorno Tomas,

Come scritto in precedenza sono un cliente vip di livello 3 e il mio limite di prelievo è di 3000€ a settimana. come già più volte confermato dal supporto cliente e dalla mia vip manager Helen.

mi sto trovando in grandissima difficolta per poter prelevare le somme da me richieste perchè il sistema mi fa prelevare al massimo 1200€ suddivisi in tre bonifici da 400€ alla volta. le scorse vincite il casinò effettuava pagamenti giornalieri per un totale di 1200€ fino ad un massimo di 3000€ a settimana. Questa volta il casinò programma bonifici quotidiani per un massimo di 400€ rendendomi impossibile prelevare la somma richiesta. oggi era programmato un bonifico da 400€ che però non è mai arrivato. sono molto rammaricato e frustrato per questa situazione perchè credo sia molto importante che i limiti di prelievo vengano rispettati.

Dear Luca,

We are doing everything in our power to process your winnings as quickly as possible! At this time, we have paid you almost the full amount, and we kindly ask you to confirm this from your side. The remaining amount will be paid to you as soon as possible.

We look forward to welcoming you back to our Сosmic Team!

Hello Cosmic slot, thank you for your reply! I confirm that you paid me 75% of the amount in two weeks.

but my withdrawal limit of €3000 per week would have allowed me to withdraw my winnings in less time!

I hope that you will be able to pay the remaining €1000 that remain to be paid by the end of the week, as requested by me!

have a good day and good work!

Buongiorno Cosmic slot, grazie per la vostra risposta! Confermo che mi avete pagato il 75% dell’importo in due settimane.

però il mio limite di prelievo di 3000€ settimanale mi avrebbe permesso di prelevare la mia vincita in minor tempo!

spero che i restanti 1000€ che rimangono da pagare riuscirete ad evaderli entro fine settimana, come da me richiesto!

buona giornata e buon lavoro!

Thanks for the update from both parties.

Dear Luca8889,

We will keep this complaint open until you confirm your remaining withdrawal has been successful. Please keep me informed about any further developments.

Unfortunately the casino did not respect the withdrawal limits, but I managed to get all my winnings! Thanks

Purtroppo il casino non ha rispettato i limiti di prelievo, ma sono riuscito ad ottenere tutta la mia vincita! Grazie

Dear Luca8889,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

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. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Tomas

Casino.Guru