Cosmobet Casino - El jugador pudo registrarse a pesar de estar autoexcluido.

In January of this year, I chose to self-exclude from this casino due to issues related to gambling.

The self-exclusion was carried out and certified by the CEG regulatory body and had a validity of 5 years.

Despite this, I was able to open a new gaming account using the exact same personal data I used for the self-excluded account.

I have asked the casino to proceed with a refund, but they responded in an embarrassing manner, pretending not to understand my request.

In gennaio di quest'anno mi ero autoescluso direttamente su questo casinò per problematiche relative al gioco d'azzardo.

L'autoesclusione è stata effettuata e certificata tramite l'ente regolatore CEG e aveva una validità di 5 anni.

Nonostante questo sono riuscito ad aprire un nuovo account di gioco inserendo gli stessi identici dati personali del conto autoescluso.

Ho chiesto al casinò di procedere al rimborso ma hanno risposto in un modo imbarazzante facendo finta di non capire la mia richiesta.

Dear carsix79,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem.

Could you please send me the self-exclusion request you sent to this casino back in January? My email address is veronika.l@casino.guru.

Have you received any reply from the casino after you submitted your initial self-exclusion request?

Could you kindly specify when you opened your new account with the same personal information?

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

Best regards

Veronika

I received a response from the casino that seems not to have understood the problem or pretends not to understand it.

The new account was opened yesterday 06-05-24

I am sending you the documentation relating to my self-exclusion on Cosmobet

Ho ricevuto una risposta dal casinò che sembra non aver capito il problema o fa finta di non capirlo.

L'account nuovo è stato aperto ieri 06-05-24

Ti invio la documentazione relativa alla mia autoesclusione su Cosmobet

Could you kindly specify which of your data was the same when you registered at Cosmobet Casino for the second time? Only your e-mail address and the username were different?

Same personal data (name, surname, address, telephone number) and same identity document uploaded.

Only the email address has changed.

I don't remember if the username is the same but it is irrelevant for self-exclusion purposes.

Did you receive my email confirming my self-exclusion activated at this casino from January 2024 until January 2029?

Stessi dati personali (nome, cognome, indirizzo, numero di telefono) e stesso documento di identità caricato.

È cambiato solo l'indirizzo mail.

Il nome utente non mi ricordo se è lo stesso ma è irrilevante ai fini dell'autoesclusione.

Ti è arrivata la mia mail che conferma la mia autoesclusione attivata su questo casinò a gennaio 2024 fino a gennaio 2029?

Thank you very much, carsix79, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello carsix79,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Cosmobet Casino,

Could you possibly provide additional information regarding the failed self-exclusion and clarify the situation?

Thank you in advance.

Respectfully,

Michal

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 received a refund offer from the casino. You can close the complaint as resolved. Thank you

Ho ricevuto una proposta di rimborso da parte del casinò. Puoi chiudere il reclamo come risolto. Grazie

Dear carsix79,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Michal V, Casino.Guru