Cosmo Casino - Der Spieler konnte das Casino nicht kontaktieren.

Dear Community,

in the Cosmo Casino it was said that German players were no longer allowed to play. No wonder with their payout ratio.

I then sent several emails to customer service on 03/11/22 and have not yet received an answer. I've been on live chat at least 30 times to ask why my emails are being ignored. It was always be patient, after 7 weeks still no answer. That shows me how dubious the casino is.

Sehr geehrte Community,

im Cosmo Casino hieß es es dürfen keine deutsche Spieler mehr spielen. Kein Wunder bei deren Auszahlungsquote.

ich habe dann am 11.03.22 mehrere email an den Kundendienst gesendet und bisher keine Antwort bekommen. Ich war mindestens schon 30 mal im Live Chat um nachzufragen warum meine email ignoriert werden. Es hieß immer gedulden Sie sich, nach 7 Wochen immer noch keine Antwort. Das zeigt mir wie unseriös das Casino ist.

Dear Adnan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• When were you informed about this?
• How has this information affected your account? Was it close or do you still have access to it?
• Do I understand correctly that you have €5,000 (dispute amount) in your account?

Please, forward any relevant communication between you and the casino to kristina.s@casino.guru, if there is any. Alternatively, you can post it here.

Looking forward to hearing from you.

Best regards,

Kristina

Hello Kristina,

I was never informed of this. But I found out. That means to me that it was illegal for you to accept payments from me. That's why I want to ask for the money back, because ultimately it's not legal. That's probably why I'm constantly ignored and don't get an answer because they know that you made a mistake.

I hereby give the casino the last chance to send all my bets back to me. It's probably well over 5000€ but unfortunately I can't see my entire transaction history there.

I hope you can help me.

Thank you

Hallo Kristina,

ich wurde nie darüber informiert. Sondern ich habe es rausgefunden. Das heißt für mich das es illegal gewessen ist, das Sie Zahlungen von mir angenommen haben. Deswegen möchte ich das Geld zurückfordern, weil es letztendlich nicht rechtens ist. Wahrscheinlich werde ich Deswegen ständig ignoriert und bekomme keine Antwort, weil die wissen das Sie ein Fehler gemacht haben.

ich gebe dem Casino hiermit die letzte Chance alle meine Einsätze an mich zurück zu senden. Es sind wahrscheinlich weitüber 5000€ aber ich kann leider nicht meine ganze transaction History dort sehen.

ich hoffe sie können mir helfen.

danke

As your site already shows, no players from Baden-Württemberg are accepted, which of course I didn't know beforehand. They screwed up and therefore ignore me.

Wie auch Ihre Seite schon zeigt, werden keine Spieler aus Baden-Württemberg akzeptiert, was ich vorher natürlich nicht wusste. Die haben Mist gebaut und ignorieren mich deshalb.

Thank you very much for your reply, Adnan. Do I understand correctly that you have lost all the money you deposited? Could you please advise how much money is currently in your casino account?

yes unfortunately everything was lost. But what happened there is still illegal.

and the answers don't because you know that for sure.

ja leider wurde alles verloren. Aber dennoch ist es illegal was da vorgefallen ist.

und die Antworten nicht, weil Sie das genau wissen.

I apologize, but we accept the situation when the casino allows players from restricted countries to open an account as long as they don’t use this as an opportunity to later cancel the player’s legitimate winnings. Simply said – if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well. And if such player lost their deposits, they are not entitled to a refund.

Therefore, I would like to emphasize, that we investigate further and help only those players, whose funds (or winnings) have been confiscated due to being from a restricted country. Since this is not the case here, I am afraid that there is not much more we could do here.

We share more information regarding this topic in our Fair Gambling Codex.

Please, if there is anything else, we could help you with, do not hesitate to contact us, otherwise, we will reject this complaint. Thank you for understanding.

But why they don’t reply to my ? It’s ridiculous and unfair to clients

Please note that we don't contact casinos just to ask them to reply to players from complaints that we have decided to reject. I am sorry, but we are not able to help you further in this case.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.