CosmicSlot Casino - La cuenta del jugador se cerró debido a una supuesta infracción de las reglas.

Thank you as always for your prompt responses.

I am submitting this complaint due to rejecting my withdrawal request for the amount specified above without any explanation, and abruptly closing my account.

I used the initial bonus on Cosmicslot, made a deposit of approximately 500€ in LTC, and started playing.

I met all the betting conditions for the bonus and applied for withdrawal on 2/12. However, when I tried to log in on either 2/14 or 2/15, I found that I could not.

When I asked live support for an explanation, I was told, as shown in the attached photo, that I had violated the rules by playing two games simultaneously.

I read the terms of service and the bonus usage rules again, but I did not find any clause prohibiting the simultaneous play of two games.

Admittedly, I did simultaneously play two games on my PC, but I did so only after confirming that this did not violate any rules.

I believe the casino's response in this situation is unfair and I demand the withdrawal of the remaining balance in my account.

Incidentally, I have not received any response to the subsequent inquiries I made via email and other means.

I am very confused as there was no clear explanation given.

The email I received is as follows:

Dear client , your account was closed by the decision of administration by rule of bonus violation

You are played 2 games in same time while u have bonuses

With respect , CosmicSlot team!

I urge the casino to take appropriate action.

いつも丁寧な対応をありがとうございます。

上記の金額についての出金拒否を受け、なんの説明も無くアカウントが閉鎖されたため、こちらにクレームを提出させていただきました。

私は、このcosmicslotで初回のボーナスを利用して、約500€をLTCで入金して、プレイをしていました。

ボーナスのベット条件も終わり、2/12に出金を申請して、2/14か15にログインを試みた際にログインが出来なくなっていました。

ライブサポートなどに説明を求めた際に添付した写真の同時に2つのゲームを行ったという回答が返ってきました。

私は再度利用規約、ボーナス利用規約を読みましたが、どこにも2つのゲームを同時にプレイすることを禁止する文章はありませんでした。

確かに私はpcで2つのゲームを同時にプレイしていましたが、それは利用規約を読んだ上で不正とはならないことを確認していたからです。

今回のカジノの対応は不当であると思い、私の口座にある残高の出金を求めます。

ちなみに、私がその後メールなどで問い合わせを行っても返信は返ってきていません。

明確な説明も無く、私は非常に戸惑っています。

以下送られてきたメール本文です。

Dear client , your account was closed by the decision of administration by rule of bonus violation

You are played 2 games in same time while u have bonuses

With respect , CosmicSlot team!

正当な対応をカジノに求めます。

Hello easygoinglife0125,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with CosmicSlot Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you play 2 different games or 1 game in 2 windows? How high were your bets in both games? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

thank you for your reply.

・About account authentication

I don't know if the authentication is complete or not.

In response to the email I received on February 12th stating that KYC is required when applying for a withdrawal, I attached my identification document (driver's license), selfie, and address confirmation document and sent it on February 12th, but I did not receive a reply after that. There is no, and the account is closed.

・About playing two games at the same time

I played the game with two windows displayed on my PC.

I think they each played for about 0.2 to 1 €.

・Last time I talked to the casino

I talked on live chat about not being able to log in on 2/15,

support@cosmicslot.com

I received this email asking why I couldn't log into my account.

Since my reply on 2/16, I have not received a reply even if I send an email.

返信をありがとうございます。

・アカウント認証について

認証が完了しているかわかりません。

出金申請の際にKYCが必要と2/12に来たメールに対して、2/12に本人確認書類(運転免許証)、セルフィー、住所確認書類を添付して送信しましたが、その後返信は無く、アカウントが閉鎖されています。

・同時に2つのゲームをプレイしたことについて

pcで2つのウィンドウを表示してゲームをプレイしました。

0.2〜1€ほどでそれぞれプレイしてたかと思います。

・最後にカジノと話したとき

2/15にログイン出来なかったことをライブチャットで話して、

support@cosmicslot.com

このメールにアカウントがログイン出来ない理由を聞きました。

2/16の返信以降、メールを送っても返信が返ってきてない状態です。

Hello easygoinglife0125,

The casino may block your account until the verification is finished. Please be sure to provide them all the requested documents and note that verification may take up to 14 days to be processed by the casino.

Please let us know one you forwarded all documents or if there's been any update.

Thank you for contacting me Nick.

The documents required for identity verification have already been sent to the casino via email.

ニックさん連絡ありがとう。

本人確認に必要な書類はすでに電子メールにてカジノに送信済みです。

Hello easygoinglife0125,

Be sure to wait out the recommended 14 day period for the verification. Until then, we will set the timer on you.

It has been more than 14 days since I submitted the verification documents to the casino, but there is currently no progress.

How long should I wait like this?

カジノに確認書類を提出してから、14日以上経過しましたが、現在進展はありません。

このままいつまで待てば良いでしょうか？

Thank you easygoinglife0125 for all the information provided so far. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, easygoinglife0125,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. 2 active windows usually do not cause problems in playing, however, it depends on how you played and what impact it had on your bonus and meeting its wagering requirements.

Let's find out more from the casino.

Dear CosmicSlot Casino team,

If I understand correctly, the casino confiscated the complainant's disputed winnings due to playing 2 games (look like slots according to the range of the amounts of bets he stated) at the same time with an active bonus.

Could you please provide us with an explanation of the violation and possibly an unfair advantage he could have gained by playing in such a way in more detail?

Is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hello Casino Guru Team and yamato0016!

Your account was suspended due to our Terms & Conditions regarding bonus violating:

-In the case, if administration has a strong reason to suspect the Account Holder in bonus abusing (either on their own or as part of colluded group), reserves the right to:

- to annul the bonus received by Account Holder and to cancel any winnings from that bonus;

- to block the bonus offer for the Account Holder;

- block an access to particular products;

- to block the participation of Account Holder in any future promotional offers;

- to block immediately the Account Holder’s account.

As we can see from our back office player made a "bonus hunt" - delayed bonus games with active bonus balance.

Best regards,

CosmicSlot Casino team

Thank you for the clarification, CosmicSlot Casino team.

Do I understand correctly that we are talking about "delayed rounds" - collecting games' features while having an active bonus and then finishing the collecting after losing bonus funds (avoiding WRs and finishing the features with real money)?

I also asked you for supporting evidence above. Can you please send the relevant evidence to my email address (branislav.b@casino.guru), and highlight the rows/data supporting your claims and decision?

Looking forward to hearing from you.

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.

Hello Casino Guru Team and yamato0016!

Our team had another investigation regarding your case and we found out that it was a mistake while first investigation.

It was no delayed rounds while playing bonus balance but it was playing from to different tabs in this matter such a mistake happened.

As a result:

1) Your account will be unlocked as soon as possible.

2) Your winning will be on your account of 596 EURO.

3) It will be also 100 euro granted at your bonus account with wager x1 as sorry bonus.

Sorry for the inconvenience that you had while using our casino.

From our side, we also want to ask you to avoid any suspicious actions in the future to avoid such situations.

Best regards,

CosmicSlot Team.

Thank you very much for the update, CosmicSlot Team.

Dear easygoinglife0125,

Can you please check your casino account and inform us once the above-mentioned is fulfilled?

Do you plan to withdraw the disputed winnings? Would you like me to wait until it is fully withdrawn or can I consider the case resolved once your account and balance are restored?

My account balance had been restored.

I'm not thinking of withdrawing money right away, but

This withdrawal destination is the same as the deposit destination,

I would like to know if it is possible to withdraw money.

Also, being unable to withdraw money after playing is very troublesome, so

I would like a definite answer.

アカウント残高は回復していました。

すぐに出金を考えてはいませんが、

この出金先は入金先と同様で、

確実に出金が可能か知りたいです。

また遊んだ後に出金出来ないとなるのは非常に手間となるため、

確実な返答をお願いしたいです。

Thank you for confirmation. Alright, I understand.

Dear CosmicSlot Casino Team,

As the last thing - can you please provide us with an update on the user's verification and possibility of withdrawing funds from his casino account? Should everything be set up correctly so he should be able to withdraw his winnings, or is there anything else needed to get the account ready for withdrawals?

Hello everyone!

Yes, the player can play or withdraw this money. If the KYC procedure is not completed the player can send all required documents if everything is ok withdrawal will be accepted.

Best regards

CosmicSlot Team

Thank you for confirmation, CosmicSlot Team.

Dear easygoinglife0125,

As I understand the situation and what happened here - your account was closed and the winnings confiscated for an incorrect reason, as the casino's investigation first mistakenly flagged your account as fraudulent (delayed rounds), so it did not have anything to do with your KYC or that you won. However, the casino made another investigation, reconsidered its initial decision, and your account was restored, disputed winnings reinstated.

Since you informed us that you do not plan to withdraw your winnings, and the casino confirmed that your account is allowed to withdraw, which is subject to standard procedures and you do not have to solve it until you request a withdrawal, I cannot see any issue here anymore, and there is nothing to solve. Therefore, I will now close the case as 'resolved' in our system.

As for your KYC and withdrawal(s) in the future - players are not obliged to complete verification earlier than online casinos request it. Thus, I recommend you complete it once you request a withdrawal and you are requested to complete the KYC.

If you, for example, decide to withdraw your winnings in 6 months, or in a year, it is possible that the casino would request some of your documents again so they have the most up-to-date ones, so it would not matter if you already passed the verification process in the past.

However, once you decide to withdraw, and there would be any issues with your verification, feel free to contact me via email (branislav.b@casino.guru) or request reopening the case, and we can then look into it together with the casino once again.

Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, CosmicSlot Casino Team, for your help and cooperation!

Best regards,

Branislav, Casino.guru