Cosmobet Casino - El jugador cree que el reintegro se ha retrasado.

On 17th of December I have successfully deposited with cosmobet and started playing casino.than I have successfully verified my account several times(sent passport, proof of address, verified card, sent video for verification).I have requested withdrawal about 10 times, but each time they have rejected it. Yesterday, after one more time I have verified my card, they have stated that my account is under investigation for 6 months even though all documents were verified. Now my withdrawal section is suspended, but I can still play casino.i want to withdraw from their site as soon as possible and forget about them

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Dear Akerman707,

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

Dear Akerman707,

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. All withdrawals requests were cancelled and account suspended for withdrawals. I still can play casino, but cannot request withdrawal. That makes no sense at all

Dear Akerman707, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

Thank you very much in advance for your reply.

1) no, haven't made successful withdrawals

2) only played casino

3) sent you communication via email

Dear Akerman707,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila G.

Dear Akerman707,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Cosmobet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Casino Guru:

Dear Jana and Akerman707,

Thank you for bringing this matter to our attention.

We have received the notification regarding the player’s withdrawal delay and are currently reviewing the case internally. At this stage, we need a little more time to collect and verify all relevant account details and investigation notes before providing our response.

Please rest assured that we will return to this thread with an update as soon as our internal checks are completed.

Thank you for your patience and understanding.

Kind regards,

Cosmobet Casino Team

Dear Cosmobet Casino representative,

thank you for your reply. Please inform us of any new development.

Dear Jana,

Thank you for your message.

We would like to confirm that the player’s account is currently under internal review as part of our standard security and compliance procedures. The review is related to payment method consistency and transaction verification, which we are required to carry out in order to ensure compliance with anti–money laundering regulations.

At this stage, the investigation is still ongoing, and for this reason the withdrawal cannot yet be processed. This is a temporary measure, not a refusal of payment. Once the review is completed, the player will be able to withdraw the remaining balance in accordance with our procedures.

We have provided more detailed information privately to the resolver via email.

Thank you for your patience and understanding.

Kind regards,

Cosmobet Casino Support Team

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 Jana,

Thank you for the update.

We would like to confirm that Cosmobet Casino has already responded to this complaint both publicly in the thread and privately via email, where we provided detailed information regarding the ongoing compliance review.

The account is currently under investigation as part of our standard security and AML procedures, and this is a temporary measure, not a refusal of withdrawal. Once the review is completed, the player will be able to proceed with the withdrawal in accordance with our procedures.

Please let us know if any additional clarification is required from our side.

Kind regards,

Cosmobet Casino Support Team

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. 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 rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (complaints@cga.cw) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jana

We’ve reopened this complaint at the request of Cosmobet Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Jana,

We are surprised to see this update, as we have already responded both publicly in the complaint thread and privately via email with detailed information regarding the ongoing compliance review of the player’s account.

It is possible that there has been a technical issue with email delivery. We kindly ask you to confirm whether you have received our previous communication.

We remain fully cooperative and ready to provide any additional clarification or documentation required. The account is under active compliance review, and this is a temporary measure - not a refusal to process the withdrawal.

Please let us know how you would like to proceed, as we are committed to resolving this matter transparently.

Kind regards,

Cosmobet Casino Support Team

Dear Akerman707,

We kindly ask for your patience as we continue to investigate your complaint. Thank you very much for your continued support and understanding.

Dear Akerman707,

After careful consideration of the evidence provided by the casino, it appears that there has been a violation of the terms and conditions. Regrettably, I must inform you that your complaint has been denied. I truly apologize for any disappointment this may cause. Should you encounter any issues in the future, please do not hesitate to reach out to us again.