Cosmo Casino - La cuenta del jugador ha sido bloqueada.

I should contact you because my account was blocked I had asked a question and that was a misunderstanding I had asked if my account could have been hacked because we had 400 € credited and they were not there the next morning but I didn't know that my wife was on my cell phone and therefore they had blocked my account and that was just a misunderstanding and now I should get in touch with you so that she can be activated

Ich solle mich bei Ihnen melden da mein Konto gesperrt wurde ich hatte eine Frage gestellt und das war ein Missverständnis ich hatte die Frage stellt ob mein Konto gehackt worden sein konnte weil die hatten wir 400 € gutgeschrieben und die waren am nächsten Morgen aber gar nicht da ich wusste aber nicht dass meine Frau an mein Handy war und deswegen hatten die mein Konto gesperrt und das war nur ein Missverständnis und jetzt sollte ich mich bei Ihnen melden damit sie da freigeschaltet wird

Dear Mike,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Are you sure you were supposed to contact Casino.guru and not the casino’s support?

I checked the casino’s General T&Cs (https://www.cosmocasino.com/en/terms/) and I found this:

"xi. Account Suspension / Closure

a. Cosmo Casino reserves the right to close or suspend a Player's account at its sole discretion

b. Any unauthorised use of the gambling account may result in the termination of the gambling account."

Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru if there is any? (Or alternatively post it here).

Looking forward to hearing from you.

Best regards,

Kristina

Dear Mike,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.