Cosmobet Casino - La cuenta del jugador está bloqueada y enfrenta tarifas de retiro.

I have 4500 euros in my account!! I originally had 7500 euros and I am a gambling addict. I was afraid to gamble away the money before I could even withdraw it. So I chose to tell my brother that I am addicted so he could keep an eye on the account and help me withdraw the money without me gambling away it. So with him by my side I told the chat that I am addicted so they blocked me from withdrawing the money,

first 3000 euros worked. Now there are 4500 euros left. Then they say I can withdraw the money but have to pay 20% of the amount!!! 20%!!!!! If Jay knew that I would never have blocked myself before!! I never received this information and I have never heard of anyone being affected by this before!!!

I'm losing almost 1000 euros, which makes me already think about opening a new account somewhere and playing back my money!! I was close to committing suicide!!!! How can they only take 20% like that??!!!

then they turn off the chat without discussing with me!!

I also opened a new account with them with only my email address and lost 440 euros!! I should have gotten this money back when I tried opening a new one and it worked. How could it work? I only changed my email. If I get the money back, they can keep 20%!!

I asked them to block me permanently and I wanted to test that everything was free but I was able to open an account!! Scandal!

They can't punish me for taking responsibility and saying I'm addicted to gambling!! They can't do that. My anxiety is coming out now and I can't afford to pay them 20%!!!! This money is borrowed money which I also wrote on the chat when I disconnected myself!!!!

Jag har 4500 euro på kontot!! Jag hade från början 7500 euro och jag är spelberoende. Jag var rädd att spela bort pengarna innan jag ens kunde ta ut dem. Så jag valde att berätta för min bror att jag är berodde så han kunde hålla koll på kontot och hjälpa mig att ta ut pengarna utan att jag spelar bort dem. Så med han vid min sida berättade jag för chatten att jag är beroende så dem spärrade av mig med rätt att ta ut pengarna,

första 3000 euro funkade. Nu är det 4500 euro kvar. Då säger dem att jag kan ta ut pengarna men måste betala 20% av summan!!! 20%!!!!! Om Jay visste det hade jag ju aldrig spärrat av mig innan!! Denna info fick jag aldrig och jag har aldrig hört nån drabbas av detta tidigare!!!

jag förlorar alltså nästan 1000 euro vilket gör att jag redan nu tänker på att jag vill öppna nytt konto nånstans och spela tillbaka mina pengar!! Jag var nära att ta självmord!!!! Hur kan dem bara ta 20% sådär??!!!

sen stänger dem av chatten utan att diskutera med mig!!

jag öppnade även ett nytt konto hos dem med endast my email adress och spelade bort 440 euro!! Dessa pengar borde jag få tillbaka då jag testade att öppna nytt och det gick. Hur kunde det gå? Jag ändrade endast email. Får jag tillbaka dem pengarna så kan dem behålla 20%!!

jag bad dem stänga av mig permanent och jag ville testa att allt va fritt men det gick att öppna ett konto!! Skandal!

dem kan inte straffa mig för att jag tog ansvar och sa att jag är spelberoende!! Det kan dem inte göra. Min ångest kommer fram nu och jag har inte råd att betala 20% till dem!!!! Dessa pengar är lånade pengar vilket jag även skrev på chatten när jag stängde av mig!!!!

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the self-exclusion requests you sent to the casino, along with the casino's responses at veronika.f@casino.guru? Have you contacted the casino via live chat only, or did you request to be self-excluded via email as well?
• Could you kindly specify if the 4500 € that are left in your account are deposits you made without any gameplay, or if this amount has already been wagered by you?
• Regarding the second account you created, could you kindly specify if you filled out any personal information in your profile and if you sent any identity documents to the casino for the verification of your second account?
• Has your first account been verified?

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 have emailed you but have not received a response...

Jag har mejlat er men får ingen respons…

???????

Thank you for reaching out, and I sincerely apologize for the delay in responding. We are currently managing almost 1000 active complaints. While we strive to reply as quickly as possible, it is not always feasible to address all messages immediately. We have a 7-day response window for each complaint and will always get back to you as soon as we can. Thank you for your patience and understanding.

Having reviewed the emails you sent me, I still need some additional information in order to proceed with your case.

• Could you please forward me the self-exclusion requests you sent to the casino, along with the casino's responses at veronika.f@casino.guru? Have you contacted the casino via live chat only, or did you request to be self-excluded via email as well?

emailed you now

mejlat dig nu

Thank you for the email with the screenshots. However, I need to see your messages as well, not just the replies from the casino representative. I need to check when exactly you first informed support of your gambling addiction and requested the closure of your account. Also, could you specify if you contacted the casino via live chat only, or did you request to be self-excluded via email as well?

Like this: I have only contacted them via chat. I only have pictures of their response as I wanted to show them in case something happens. I will wait until 11/11 if I get all the money then I want to withdraw my 400 euros. Not now. Those are two different things.

Såhär: Jag har bara kontaktat dem via chatt. Jag har bara bilder på deras svar då jag ville visa dem ifall något skulle hända. Jag väntar fram till 11/11 om jag får alla pengar därefter vill jag ta upp mina 400 euro. Inte nu. Det är två olika saker.

Dear JesselitoK

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, Igor (igor.p@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,

Veronika

Can update that I received my money that was left on my MAIN ACCOUNT. So it is my second account with them that I have problems with, where I lost 400 euros. I would not even be able to withdraw this money if I won, they themselves have confirmed. So I deposited 400 euros because of my gambling addiction, I would never have been able to win anyway so why could I play and lose? This after I blocked my main account.

Kan uppdatera att jag fått mina pengar som var kvar på mitt HUVUDKONTO. Det är alltså mitt andra konto hos dem jag har problem med, där jag förlorade 400 euro. Dessa pengar skulle jag inte ens skulle kunna ta ut om jag vann har dem själva bekräftat. Alltså jag la in 400 euro pga mitt spelberoende, jag hade aldrig kunnat vinna ändå så varför kunde jag spela och förlora? Detta efter att jag blockat mitt huvudkonto.

Dear JesselitoK,

I am so sorry to hear about your problem with the Cosmobet Casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Cosmobet Casino representative to join this conversation and participate in resolving this complaint.

Dear Cosmobet Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Before they answer, I should be extra clear, because my anxiety and also worry about my own life as I have had suicidal thoughts makes me anxious. I am now getting help from my brother who also helped me close my account with Cosmobet and other companies.

So I had a main account with Cosmobet, they blocked me due to gambling problems. I asked if it was possible to open a new account, to which they said no. I thought that was nice!!

But part of me had to test and see if it was right. I tried opening an account with the same first and last name, address, phone number and year of birth… Only new email. It was possible to open and transfer money to the same VISA card as the main account… I gambled away 400 euros and got help from my brother once again when he saw that I was cutting my wrists… I promised him not to do it again. I then asked Cosmobet IF I had won money would I have been able to withdraw it? Then they answered no, if you had won you still wouldn’t have been able to withdraw money because of their rules…

Then my question to them was; Why don't I get my money back if I couldn't win anything anyway?

So you're not allowed to create more accounts, which I didn't know. As I said, I was able to open an account without me faking a name or pretending to be someone else.

I think a refund should be made and that I shouldn't be able to open a new account from scratch and this would obviously help me in life as I am currently experiencing enormous anxiety over these 400 euros.

Innan dem svarar så ska jag vara extra tydlig, då min ångest och även oro över mitt eget liv då jag haft självmordstankar så blir jag ivrig. Jag får nu hjälp av min broder som även hjälpte mig att stänga av kontot hos Cosmobet och andra bolag.

Jag hade alltså ett huvudkonto hos Cosmobet, spärrade av mig pga spelproblem. Jag frågade om det går att öppna nytt konto, varpå dem svarade nej. Jag tyckte det var skönt!!

Men en del av mig var tvungen att testa och se om det stämde. Jag testade att öppna ett konto med samma för och efternamn, adress, telefonnummer och födelseår… Endast nytt email. Det gick att öppna och föra över pengar med till samma VISA kort som huvudkontot… Jag spelade bort 400 euro och fick hjälp av min bror ytterligare en gång då han såg att jag skar mina handleder… Jag lovade honom att inte göra om det. Jag frågade då Cosmobet OM jag hade vunnit pengar hade jag kunnat ta ut dem? Då svarade dem nej, hade du vunnit hade du ändå inte kunnat ta ut pengar pga deras regler…

Då var min fråga till dem; Varför får jag inte tillbaka mina pengar om jag ändå inte hade kunnat vinna något?

Man får alltså inte skapa fler konton vilket jag inte visste. Det gick som sagt att öppna ett konto utan att jag fejkade namn eller liknade.

Jag tycker att en återbetalning borde ske och att jag inte borde kunna öppna ett nytt kontot från början och detta skulle självklart hjälpa mig i livet då jag just nu har en enorm ångest över dessa 400 euro.

Dear JesselitoK and Casino Guru team,

Thank you for the detailed explanation of the situation.

We would first like to confirm that the initial case has been fully resolved, and the player has successfully withdrawn the remaining balance from the main account.

Regarding the second account, we would like to clarify the following:

As the player mentioned, our company does not provide services to customers who indicate gambling-related issues. When a player reports such concerns, we take immediate action and restrict the account in accordance with responsible gaming policies.

However, it is important to understand that we are unable to identify a duplicate or previously self-excluded player before the verification process is completed. During registration, we do not yet have access to verified personal documents or identity confirmation. For this reason, we strongly recommend that all players complete the verification (KYC) process immediately after registration, so that any restrictions or protections can be applied without delay.

Regarding the use of the same payment card, please note that the company does not store cardholder information, nor do we have the right to do so. Because of this, the system cannot determine that a newly used card belongs to the same individual behind another account until identity verification is performed. Therefore, even if the same card is used, this alone is not sufficient to automatically detect a duplicate or self-excluded account at the moment of registration.

We remain fully committed to cooperating with Casino Guru and resolving this matter transparently and responsibly.

Kind regards,

Cosmobet Casino Team

I agree and understand exactly what Cosmobet wrote. They have also explained this to me, just as they write here.

But that I "succeeded" in creating a new account without cheating, I did as one should and managed to make a deposit (as a gambling addict) so you don't think about everything around. I have been suicidal.. I am far from healthy and my brother is here for me who has saved me. In my world "it was possible to play even though I blocked myself permanently"...

Then I also got confirmation from the company that even IF I had won I wouldn't be able to withdraw the money. So why keep my money? Hope you understand what I mean.

my dear

Jag håller med och förstår precis vad Cosmobet skrivit. Detta har dem även förklarat för mig, precis som dem skriver här.

Men att jag "lyckades" skapa nytt konto konto utan fusk, jag gjorde som man skulle och lyckades göra en insättning (som spelberoende) så tänker man inte på allt runt omkring. Jag har varit självmordsbenägen.. Är långt ifrån frisk och min bror finns här för mig som har räddat mig. I min värld "gick det att spela trots att jag spärrade av mig permanent"…

Sen fick jag även bekräftat av bolaget att även OM jag hade vunnit skulle jag inte kunna ta ut pengarna. Så varför behålla mina pengar? Hoppas ni förstår hur jag menar.

mvh

Dear JesselitoK,

Just to clarify the situation, the deposits on your second account were €440?

Yes, that's right. 440 euros that were gambled away

Ja det stämmer. 440 euro som spelades bort

Dear Cosmobet Casino,

The player has now confirmed that the total amount deposited and lost on the second account was €440.

Despite the fact that the player had previously self-excluded using the same personal information, the casino should have taken appropriate steps to prevent this situation.

Even though the player did not complete KYC on the second account, the casino still had the responsibility to act to the best of its ability.

Given the circumstances, do you consider a refund of the €440 deposit appropriate, considering the responsible gambling measures that should have been in place?

In their system, it apparently doesn't read this. I just have to point out one thing to Cosmobet. For a person like me, who finally dared to seek help from my family. From wanting to take my life to now today (at the time of writing) having sought help and receiving professional help. But there is something in me that cannot let go of these 440 euros. I just want to feel free again. A refund would be one step closer to freedom in heart and mind. I will probably never call myself free of gambling as this is a lifelong process. But I did everything I could and made a mistake that played out.

440 euros is nothing for… This money is nothing compared to what I have wasted in all my years. But 440 euros in this situation would help me move forward and give me a feeling of "a second chance"…

I deras system så läser det tydligen inte av detta. Jag måste bara poängtera en sak till Cosmobet. För en person som mig, som äntligen vågat ta hjälp av min familj. Från att vilja ta mitt liv till att det nu idag (skrivande stund) tagit hjälp och får professionell hjälp. Men det är något i mig som inte kan släppa dessa 440 euro. Jag vill bara känna mig fri igen. En återbetalning skulle vara ett steg närmare en frihet i hjärta och hjärna. Jag kommer nog aldrig kalla mig spelfri då detta är en process livet ut. Men jag gjorde allt jag kunde och gjorde ett misstag som spelade.

440 euro är inget för… Dessa pengar är inget i jämförelse vad jag spelat bort genom alla mina år. Men 440 euro i detta läge skulle hjälpa mig framåt och få en känsla av "en andra chans"…

Dear JesselitoK and Casino Guru team,

Thank you for your comments and for sharing your thoughts so openly.

At this stage, we must clarify that we are not considering a refund of the €440 deposited on the second account. The reason is that the account was never verified, and without verification we are unable to confirm the identity of the account holder or officially determine that this account belongs to the same individual as the previously self-excluded account.

As mentioned earlier, our systems cannot reliably detect duplicate or self-excluded accounts before the verification process is completed, since we do not store cardholder data and cannot match accounts solely based on unverified registration details.

For these reasons, and in line with our internal policies and regulatory requirements, we cannot make decisions or provide refunds for unverified accounts.

That said, we sincerely appreciate the transparency and the difficult circumstances you have shared. We remain committed to cooperating with Casino Guru and ensuring the process is handled correctly and responsibly.

Kind regards,

Cosmobet Casino Support Team

I will let Casino Guru handle this and of course hope that their decision and thoughts that a refund should be made.

Just want to add again that if, we think that I had instead won money on the other account and was ready to withdraw the winnings. Then you would not have allowed this. So I had no chance of winning from the beginning, according to you. Only there, in addition to my problems, I think a refund should be made. It's like I paid for a product I never received or will receive. That alone means that you should get your money back. But as I said beyond that, my problems and the fact that I did everything in my power to block myself should be proof enough.

I have great respect for you, truly one of the few companies that actually cares. I genuinely feel that but I still hope and plead that Casino Guru finds a solution.

my dear

Jag kommer låta detta skötas av Casino Guru och hoppas självklart att deras beslut och tankar om att en återbetalning borde ske.

Vill bara tillägga igen att om, vi tänker att jag istället hade vunnit pengar på andra kontot och var redo att ta ut vinsten. Då hade ni inte tillåtit detta. Jag hade alltså redan från början ingen chans att vinna, detta enligt er. Bara där, förutom mina problem så tycker jag att en återbetalning borde ske. Det är som att jag betalt för en vara jag aldrig fått eller komma få. Bara det gör att man borde får pengar tillbaka. Men som sagt utöver det, mina problem och att jag gjorde allt i min makt att spärra av mig borde vara bevis nog.

Jag har stor respekt för er, på riktigt en av få bolag som faktiskt bryr sig. Det känner jag genuint men jag hoppas och vädjar ändå att Casino Guru hittar en lösning.

mvh

Dear JesselitoK,

Do you have access to your second account?

If yes, could you please complete the verification on your second account as well?

I've blocked my accounts... Mu, I don't understand what you mean. Of course I don't have access to any of my accounts. It feels like we don't understand each other. One of us...

I have described in detail what it is all about time and time again.

Jag har ju spärrat av mina konton… Mu förstår jag inte vad du menar. Självklart har jag inte tillgång till något av mina konton. Det känns som att vi inte förstår varandra. Nån av oss…

Jag har beskrivit detaljerat vad allt handlar om gång på gång.

Dear JesselitoK,

Sorry for any confusion.

You mentioned that you changed the email address for your second account. When creating that account, did you also change the phone number, or did you use the same one as on the first account?

Additionally, you didn’t mention whether you entered your personal information on the second account before or after making the deposit. Could you clarify this as well?

I entered my phone number, address, date of birth, name before depositing. I also made a deposit from the same card as on the account before. What the company means is that it cannot see that it is the same person until you have verified yourself. According to them, you do this when you want to withdraw money (then you send proof of address and ID) something you do not have to do for a deposit. So I have not changed anything except the email address…

Then I want to clarify again: I received confirmation from the company that even if I had won money, I would NOT be able to withdraw the money due to a double account... This alone is proof that I had the same information and that all bets should actually be cancelled.

Jag angav telefonnummer, adress, födelsedatum, namn innan insättning. Jag gjorde även insättning från samma kort som på kontot innan. Det Bolaget menar är att den inte kan se att det är samma person förrän man verifierat sig. Det gör man enligt dem när man ska ta ut pengar (då skickar man in bevis på adress och ID) sånt man inte behöver göra för en insättning. Jag har alltså inte ändrat något förutom email adress…

Sen vill jag förtydliga återigen: Jag fick bekräftelse av bolaget att även fast jag hade vunnit pengar skulle jag INTE kunna ta ut pengarna pga dubbel konto… Bara detta är ett bevis på att jag hade samma uppgifter och att alla spel egentligen borde makuleras.

Dear Cosmobet Casino,

According to our policy and point of view, if the player indeed entered the same personal information as in the first verified account, you should not have allowed them to open a new account and make deposits.

It is not impossible to implement software that compares the information of new (even unverified) players with data from already verified users.

In fact, it is quite common for casinos to use such tools.

Therefore, if it is correct that the player used the same personal information, they should be eligible for a refund of €440.

Over 1 month since i started this conversation… with all respect to Cosmo but why does it take so long time to answer? And to you Casino Guru, you think this is okey?

Dear JesselitoK and Casino Guru team,

Thank you for your continued comments and for sharing your concerns.

We would like to clarify our position regarding the second account and the deposit of €440:

As stated in our general terms and conditions, the creation of multiple accounts by the same user is strictly prohibited. If a user is aware of this rule from the outset and later requests a refund on that basis, unfortunately, we cannot honor such a request.

Furthermore, as mentioned in our previous replies, we are unable to identify any account as a duplicate of a Permanently self-excluded or gambling-addicted user’s account until the verification process is completed. Until an account passes the KYC procedures, we cannot confirm the identity of the user.

For these reasons, we are not considering a refund for the second account, and this account remains treated under the standard rules regarding unverified or duplicate accounts, and it is now closed at the user’s request due to being a duplicate of another account and associated with gambling-related issues.

We appreciate your understanding and cooperation.

Kind regards,

Cosmobet Casino Support Team

I didn't know about your rules. You can of course refer to your page and that I am responsible, etc.

I maintain that I did nothing wrong. I asked you to block my main account due to gambling problems, which you did.

I then decided to test and see if you had really blocked me permanently. Which you hadn't done when I was able to deposit money and gamble away.

Of course, the second account is blocked (after I lost my money)... I emphasize again...

You clearly said that I would never be able to withdraw money from the other account, you would not allow winnings as it was a double account. How can you keep money that was in there when you know that I have my problems. Just that I write and respond to all your messages DIRECTLY and also Gurus is proof that I just want to put an end to this and move on with my life. You treat these 440 euros as if it were 400400 euros. You are stubborn, refuse to actually respond to what I write. You refer to your policy and refuse to cooperate and again actually respond to what I write…..

Casino Guru I appeal and hope you can do something. This money is not just money, it is an end for me. Where I can stop thinking "I will win back those 440 euros somehow". I want to move on with my life by getting help and letting go of everything!! Please help me!

Jag visste ej om era regler. Ni kan självklart hänvisa till er sida och att jag ett ansvar osv.

Jag håller fast vid att jag inte gjort något fel. Jag bad er spärra mitt huvudkonto pga spelproblem, vilket ni gjorde.

Jag valde då att testa och se om ni verkligen spärrat av mig permanent. Vilket ni inte hade gjort då jag kunde sätta in pengar och spela bort.

sjävfallet är andra kontot spärrat (efter att jag förlorat mina pengar)… Jag poängterar återigen…

Ni sa klart och tydligt att jag aldrig skulle kunna ta ut pengar från det andra kontot, ni skulle ej tillåta vinster då det var ett dubbelkonto. Hur kan ni få behålla pengar som fanns där inne när ni vet att jag har mina problem. Bara att jag skriver och svarar på alla er meddelande DIREKT och även Gurus är ett bevis på att jag bara vill få ett slut på detta och gå vidare med mitt liv. Dessa 440 euro behandlar ni som att det vore 400400 euro. Ni är envisa, vägrar att faktiskt svara på det jag skriver. Ni hänvisar till er policy och vägrar att samarbeta och återigen faktiskt svara på det jag skriver…..

Casino Guru jag vädjar och hoppas ni kan göra något. Dessa pengar är inte bara pengar, det är ett avslut för mig. Där jag kan sluta tänka "jag ska vinna tillbaka dem där 440 euro på något sätt". Jag vill gå vidare med mitt liv med att få hjälp och släppa allt!! Snälla hjälp mig!

Answer to this:

If a user is aware of this rule from the beginning and later requests a refund based on this, we are unfortunately unable to accommodate such a request.

I was NOT aware of these rules. I never said I was aware of them either. As a gambling addict and a sick man, I wanted to guarantee that I would not be able to play on your site again. Not to gamble away more money…

Svar på detta:

Om en användare är medveten om denna regel från början och senare begär återbetalning på grundval av detta kan vi tyvärr inte tillmötesgå en sådan begäran.

Jag har INTE varit medveten om dessa regler. Jag har aldrig sagt att jag varit medveten om det heller. Jag som spelmissbruk och en sjuk man ville garantera att jag ej skulle kunna spela på er sida igen. Inte för att spela bort mer pengar…

Dear Cosmobet Casino,

As I mentioned earlier, if the player requested self-exclusion for their verified account, the casino should compare this information with any newly created accounts, even if the personal details on those accounts have not yet been verified.

I understand that you do not have a tool or a system in place to perform this type of check. However, in such situations, we must view this as a case where responsible gambling measures were not adequately implemented.

Day in, day out im holding my phone and waiting for your (both) email. My life last month is about this conversation…

Whats going on? Why cant Cosmobet see the problem and why is this going so slow?

One week and nothing from Cosmobet. It has to be an essyier why toniske Contact with them. And with right person. This cant be the way.

Its like a game, Casino saying pay back, Cosmbobet say no… Casino again saying do it, Cosmbobet again say no and so on and so on… Im sitting with my phone and update my email to see if i got new news… This is crazy

Dear JesselitoK and Casino Guru team,

Thank you for your continued messages.

We would like to clarify once again that our rules and procedures are clearly defined and applied consistently. We operate across many countries and serve a very large number of customers. Because of this, it is not technically or legally possible to determine that an account is a duplicate of a previously self-excluded, gambling-related account without completing the verification (KYC) process.

During registration, we do not require or collect verified first name, last name, or date of birth, and identity documents are only requested at the verification stage. Until verification is completed, any personal details entered cannot be treated as confirmed or matched with another account with certainty. For this reason, we cannot classify an unverified account as a duplicate of a gambling-addicted or self-excluded account.

Once the situation became clear, the second account was closed at the player’s request due to being a duplicate and related to gambling issues, and it remains permanently closed.

For these reasons, our position regarding the €440 deposit remains unchanged.

Kind regards,

Cosmobet Casino Support Team

Absolutely incredible! I hope you Casino Guru see what they are trying to do here.

I have never asked them to identify my account before verification… This should be a law of course! But I haven't even focused on it (thank goodness you have Casino Guru)

I'm writing it again!!

I deposited 440 euros into my second account to see IF I could play when they promised I was permanently banned! I was then told that EVEN IF I won money I would NOT have gotten a penny out as it is against their rules to get a new account (so what they say about me knowing their rules is not true)

That means I could NOT have won money on my other account!! Then I should automatically NOT be able to lose money either?! Or??

This is a robbery! It's not about rules, you're misunderstanding everything!! It's a robbery and not that I did anything wrong!!

Helt otroligt! Jag hoppas att ni Casino Guru ser vad dem försöker göra här.

jag har aldrig bett dem att identifiera mitt konto innan verifieringen… Detta borde vara en lag självklart! Men jag har inte ens lagt fokus på det (det har ni tack och lov gjort Casino Guru)

Jag skriver det igen!!

Jag la in 440 euro på mitt andra konto för att se OM det gick att spela då dem lovade att jag var avstängd permanent! Jag får sen veta att ÄVEN OM jag vann pengar så hade jag INTE fått ut en krona då det går emot deras regler att skaffa nytt konto (så det dem säger om att jag visste om deras regler stämmer inte)

Det betyder att jag INTE hade kunnat vinna pengar på mitt andra konto!! Då borde jag per automatik INTE kunna förlora pengar heller?! Eller??

Detta är ett rån! Det handlar inte om regler, ni missförstår allt!! Det är ett rån och inte att JAG har gjort fel!!

Hello everyone,

I would like to inform you that I had a discussion with the casino outside of this thread. They informed me that their point of view remains the same and that they will not consider returning the deposits to the player.

I will now set the timer for Cosmobet Casino, hopefully for the final time.

If there is no progress on their side, unfortunately, I will have to close this complaint as unresolved.

So bad of them!!

Despite my careful explanation of the situation, my health, my suicidal thoughts, and the fact that my brother was there (thank goodness)… They haven’t taken any of that into account. This is one of the sickest things I’ve ever experienced! My health isn’t even worth 440 euros.

Money that would put an end to this misery! They are denying me the money even though they have actually admitted that they were wrong!

How did they go wrong??

They let me play on an account that could NOT have resulted in winnings but only losses!!

Of course they won't do anything and will get away with it. There must be other things I can do, other measures than this.

They show no respect for either you or me. 440 euros that could get me a deal but instead I feel even worse now! For 440 euros!!!

Så dåligt av dem!!

jag har trots noggrann förklaring om situationen, om min hälsa, om mina självmordstankar om att min bror funnits för (tack o lov)… Dem har inte tagit hänsyn till något av det. Det här är bland det sjukaste jag varit med om! Min hälsa är alltså inte ens värd 440 euro

Pengar som skulle få mig att få ett avslut på detta elände! Dem nekar mig pengarna trots att dem faktiskt har erkänt att dem gjort fel!

hur har dem gjort fel??

Dem lät mig spela på ett konto som INTE hade kunnat resultera i vinster utan enbart förluster!!

Självklart kommer dem inte göra något och kommer komma undan. Det måste finnas andra saker jag kan göra, andra åtgärder än detta.

Dem visar ingen respekt för varken er eller mig. 440 euro som kan göra att jag får ett avslut men istället mår jag ännu sämre nu! För 440 euro!!!

4 days until Christmas. You (both)! Cosmobet and Casino Guru have ruined my life for the past month. I haven't been able to move on with my gambling addiction because of you! I thought that if you Casino Guru were on the player's side, the gambling companies would understand. But that's not the case. They completely ignore you! They don't care!! You have no power at all. I didn't know this and feel that a month of even worse well-being shouldn't be. I have been isolated from family, work and life itself and just updated my emails and waited for one of you to write. This is so low and bad!!

4 dagar till jul. Ni (båda)! Cosmobet och Casino Guru har förstört mitt liv senaste månaden. Jag har inte kunnat gått vidare med mitt spelberoende pga er! Jag trodde att om ni Casino Guru var på spelarens sida så skulle spelbolagen förstå. Men så är alltså inte fallet. Dem struntar fullkomligt i er! Dem bryr sig inte!! Ni har alltså ingen makt alls. Detta visste jag inte och känner att en månad av ännu sämre mående inte borde vara. Jag har varit isolerad från familj,jobb och livet i sig och bara uppdaterat mina mail och väntat på att någon av er ska skriva. Detta är så lågt och dåligt!!

Dear JesselitoK and Casino Guru team,

We would like to clarify several important points regarding the statements made.

First, regarding the claim that the second account "could not have resulted in winnings but only losses":

There is no technical tool or mechanism that allows us to selectively restrict a player from winning while still allowing gameplay. As a licensed casino operating under the Curaçao Gambling Authority, we do not have - nor are we permitted to use - any system that would differentiate outcomes in this way. All gameplay outcomes are generated normally and fairly, in accordance with licensing requirements.

Second, regarding duplicate account identification:

During the registration process, we do not request or verify first name, last name, or date of birth, and identity verification is only performed during the KYC stage. Without completed verification, the system cannot reliably confirm that two accounts belong to the same individual.

Additionally, unverified accounts may contain inconsistent or incomplete information. For example, in this case, certain details such as gender, city, and address differed between the two accounts. Without verification documents, these accounts remain technically separate and cannot be conclusively linked.

For this reason, we strongly recommend all players complete verification immediately after registration. The process is simple and takes only a few minutes. Once an account is verified and marked as self-excluded for gambling-related reasons, no further gameplay is possible, and this restriction is strictly enforced. This is fully in line with responsible gambling requirements under our license.

We sincerely regret hearing about the player’s emotional distress, and we do not take such statements lightly. However, we must apply our rules consistently and in accordance with regulatory obligations. Allowing refunds of losses in situations like this would set a precedent where players could intentionally gamble, lose, and then request refunds afterward, which is not acceptable under our terms, licensing conditions, or fairness principles.

For these reasons, our position remains unchanged. We are committed to responsible gambling, player protection, and compliance with our licensing framework, and we appreciate your understanding.

Kind regards,

Cosmobet Casino Support Team

Now the lies are coming out!!! Now everything is coming out because you Casino Guru put pressure on them!!!!

I have NOT used the wrong gender or name or anything else!!! This is a LIE AND PROOF THAT THEY ARE WRONG!!!

As I have said from the very beginning, I ONLY changed the EMAIL!!! Then I had a conversation with their chat where they wrote that the DOUBLE ACCOUNT WOULD BE CLOSED IMMEDIATELY AND THAT WINNINGS HAD NOT BEEN PAID OUT!!

I have been clear about these statements from the START!!

Now you are starting to object because you are under pressure!!!!

Damn you and damn your business!!! I have openly talked about how I feel and now you are going to LIE!!!! I am so fucking pissed off now!!!! I don't want to live anymore!!!!

You didn't even have to lie when Casino Guru couldn't do anything to help me but now I get it!!! You don't want the public to find out how dirty you are so you put it on me a man who already doesn't want to live!!!! You liars!!!!!

Nu kommer lögnerna fram!!! Nu kommer allt fram eftersom ni Casino Guru satt press på dem!!!!

Jag har INTE använt fel kön eller namn eller något annat!!! Detta är LÖGN OCH BEVIS PÅ ATT DEM HAR FEL!!!

Som jag har sagt från första början så ändrade jag ENDAST EMAIL!!! Sen hade jag en konversation med deras chatt där dem skrev att DUBBEL KONTO SKULLE STÄNGAS AV DIREKT OCH ATT VINSTER EJ HADE BETALTS UT!!

Dessa påstående har jag varit tydlig med från START!!

Nu börjar ni alltså säga emot för att ni är pressade!!!!

Fan för er och fan för er verksamhet!!! Jag har öppet pratat om mitt mående och nu ska ni LJUGA!!!! Jag är så jävla förbannad nu!!!! Jag vill inte leva längre!!!!

Ni hade inte ens behövt ljuga då Casino Guru inte kunde göra något för att hjälpa mig men nu fattar jag!!! Ni vill inte att allmänheten ska få reda på hur smutsiga ni är så ni lägger det på mig en man som redan inte vill leva!!!! Era lögnare!!!!!

I dont have the full conversation!!!

But Casino Guru can you see!!!!

I can make a new account but not make withdraw!!! BAAAAAM THIS IS THE CHAT I WAS SEARCHING FOR!!!!!

Here is the proof!!!!!!!!!!!!!!!!!!

I also want to clarify that I wrote this after I created the double account and wondered about these questions so that I wouldn't get more!!! I then got confirmed that even if I create an account I can't make withdrawals!! This information made me happy (could let go of making new accounts) And that I created an account with a fake name etc. can't be true as I obviously wouldn't be allowed to make withdrawals!!! Here is the proof that I couldn't withdraw possible winnings!!!!

Jag vill även förtydliga att jag skrev detta efter att jag skapat dubbla kontot och undrade om dessa frågor för att jag inte ska skaffa fler!!! Jag fick alltså då bekräftat att även om jag skapar ett konto kan jag inte göra uttag!! Denna information gjorde mig glad (kunde släppa taget om att göra nya konton) Och att jag skapat konto med fejk namn osv kan inte stämma då jag sjävklart inte skulle få göra uttag ju!!! Här är beviset på att jag inte kunde ta ut möjlig vinst!!!!

I hope you Casino Guru see this picture as proof enough!! I hope you can see that they are lying… They have previously mentioned things like "we don’t have the tools". Now that you have set a time limit they don’t want to look bad and start lying about things.

I have clear evidence that they said that thing about withdrawals and that I shouldn't have the same name on the second account is so sick. I hope you can put even more pressure on them now and preferably talk to someone higher up.

This is not okay!

Jag hoppas att ni Casino Guru ser denna bild som bevis nog!! Jag hoppas att ni kan se att dem ljuger… Dem har tidigare nämnt saker som "vi har inte verktygen". Nu när ni satt tidsgräns så vill dem inte se dåliga ut och börjar ljuga om saker.

Jag har tydliga bevis på att dem har sagt det där om uttag och att jag inte skulle ha samma namn på andra kontot är så sjukt. Jag hoppas ni kan sätta ännu större press på dem nu och helst prata med nån högre upp.

Detta är inte okej!

Dear JesselitoK,

I have repeatedly tried to explain to Cosmobet Casino, both in this thread and outside of it, that comparing the player’s personal information with the information of already self-excluded players is a basic and standard industry practice.

Unfortunately, without cooperation from their side, there is little that can be achieved. 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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

Unfortunately, since the Cosmobet Casino is regulated by the Curaçao Gaming Authority (CGA) - also referred to as the Curaçao Gaming Control Board (GCB) - there is currently no formal process for handling individual player complaints. The CGA has publicly stated that it does not have the authority to mediate disputes or arbitrate between players and operators, and therefore cannot order compensation or provide binding resolutions.

However, the CGA has also acknowledged that player complaints are valuable in identifying potential breaches of licensing obligations. They are actively working on implementing measures to address such matters more effectively in the future. For this reason, it is still worth submitting your complaint through their official contact form or by sending an email to their address at complaints@cga.cw.

Please make sure to include the name of the casino’s operator in your submission, as omitting this information may result in the complaint being disregarded.

You can find further guidance on submitting complaints to regulators on this link.

I'm truly sorry I couldn't offer a more favorable resolution in this case.

Best regards,

Igor