Cosmobet Casino - Die Auszahlung des Spielers wurde einbehalten.

I deposited £180 into my account, this was my 3rd deposit bonus so I got 250 free spins activated soon as I deposited. With the free spins and then the money I won with the free spins I got my account up to just under £16,000. I tried withdrawing £7000 as that was the maximum withdrawal allowed per day and left the rest of the money in my account but my withdrawal got rejected and all the money got taken out of my account by one of their agents. It says on the terms and conditions of the 3rd welcome bonus, which is what I used, that the wagering requirement is 30 x (deposit + bonus) which 30 x £180 is £5400. I reached well above that so I should be able to withdraw £5400? The reason I kept betting was to make sure I reached the wagering requirement so I could withdraw this.

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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.

• Has the casino customer support specified why your balance was confiscated? If so, kindly forward the email containing their explanation to veronika.f@casino.guru.
• Did you make sure not to place any bets exceeding the maximum allowed amount while the bonus was active?
• Did you complete the wagering requirements for both your deposit and bonus before attempting to withdraw your winnings? Did you receive any notification confirming that the wagering requirements had been completed?
• Could you please send me a screenshot of your bonus history showing the bonus with which you accumulated your winnings?
• What types of games did you play while the bonus was active?

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

Yeah I did. I completed the deposit and bonus wagering requirements, that’s why I kept betting as I had to get above a certain total before I’d be allowed to withdraw. I can’t get on to my account now to show my bonus history as my user has been blocked. I deposited the money then 250 free spins automatically got added to my account as per the welcome bonus terms I sent yesterday. I just played the casino game The cosmobet greatest catch and that’s what I kept winning on. I will forward on the email chain I have with cosmo bet about it all. There’s definitely something dodgey in my opinion!

Hello Cocodev7,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your email and for your patience while I was away from the office.

• Could you please specify how you activated the 3rd deposit bonus? According to the information available on the casino website, this bonus needs to be activated manually by the player. After making a deposit, you need to go to "Profile → Bonuses" and activate the reward. Did you select free spins as your chosen reward?
• Did you wager your deposited amount before you started playing with the free spins? If so, what was the outcome of your gameplay? Did you lose your entire real-money balance before using the free spins?
• Have you received any notifications, pop-ups, or warnings informing you about the maximum win limits related to both the bonus funds and the free spins?

Thank you in advance for your cooperation.

Yes I selected free spins soon as I had deposited my £180.

Im positive I will have then put the £180 on a sports bet, then after that I used the free spins and built up the balance from them.

there were no notifications, warnings etc that popped up to say about bonus funds or free spins.

Please request the casino to send you the gaming history in Excel format, starting from the moment you made the 3rd deposit, up to the moment your winnings were capped, and then forward the file to me at veronika.f@casino.guru. Thank you for your cooperation.

I have forwarded the reply I got from Cosmobet to your email address and attached here too.

Thank you for your email. I have reviewed the Terms and Conditions, and this is what I found:

7.5. "NO Deposit " bonuses, free spins, free bets are Company's Gifts and the maximum withdrawal from the mentioned winnings or their subsequent turnover is 100 EUR/USD or equivalent in another currency.

Since you received "free spins" with your deposit, and your winnings appear to have been derived from those free spins, we believe that the maximum withdrawal limit applied by the casino is in accordance with its Terms and Conditions.

Moreover, based on the communication you had with the customer support, it appears that the casino agreed to pay you a higher amount of GBP 300. Could you please confirm whether this amount has already been paid to you?

Dear Cocodev7,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru