Cosmobet Casino - Τα κέρδη του παίκτη έχουν κατασχεθεί.

I was trying to withdraw, but when I tried to do the KYC verification, I had no problem with the documents etc... but when I finished the procedure it told me "Unfortunately, we couldn't verify you"

so I sent the email to support saying that I was not able to verify my face (probably because of my old and slow camera), then they replied to me like this (I attach the email).

and they stole all my money except 12 euros (of the deposit) scammers that are nothing else... I want my 144 euros that I won

Stavo provando a prelevare, ma quando ho provato a fare il KYC verification, non ho avuto problemi con i documenti ecc... ma quando ho finito la procedura mi ha detto "Unfortunately, we couldn't verify you"

quindi ho mandato la mail al supporto dicendo che non stavo riuscendo a verificarmi la faccia ( probabilmente a causa della mia fotocamera vecchia e lenta ), loro quindi mi hanno risposto così ( allego la mail ).

e mi hanno sottratto tutti i soldi tranne 12 euro ( del deposito ) truffatori che non sono altro... voglio i miei 144 euro che ho vinto

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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Hello,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Are you aware of submitting documents belonging to someone else?
• Has the casino indicated that there might be a problem with approving specific documents?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Dear Fedeeba123,

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.

I focused on slots and live blackjack, the documents are mine.

And no, they didn't tell me the reason for the ban and the profit theft...

Mi sono concentrata su slot e blackjack live, i documenti sono i miei.

E no, non mi hanno specificato il motivo del ban e della sottrazione dei profitti…

Thank you for your reply. Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support?

You can send the information to my email address: [email protected].

Thank you very much for your patience and cooperation.

Sent, can you verify?

Inviati, può verificare?

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 ([email protected]). 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

Hello Fedeeba123,

We would like to update you that due to Jana, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Jana 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 Jana will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Fedeeba123,

I sincerely empathize with your situation regarding the blockage of your account. Please be assured that I will reach out to the casino promptly in order to resolve this matter for you. Additionally, I would like to invite a representative from Cosmobet Casino to join this conversation and assist in addressing your complaint.

Dear Cosmobet Casino,

Could you please provide clarification as to why the player's account has been blocked? Your assistance in supplying any relevant evidence would also be greatly appreciated. You may either share your statement and supporting documentation here, or feel free to email them directly to me at [email protected].

Thank you in advance for your cooperation in this matter.

Kind regards,

Jana

Dear Jana,

Thank you for contacting us regarding this matter.

Following a review of the player's account and verification process, we can confirm that the account was subjected to our standard KYC and security procedures prior to withdrawal approval.

The player was unable to successfully complete the required verification checks, and the verification process resulted in findings that required the account to be reviewed under our security and anti-fraud policies.

Due to privacy, security, and compliance reasons, we are unable to disclose specific verification details publicly. However, we have provided the relevant information and supporting evidence directly to you for independent review.

Based on the outcome of our investigation and in accordance with our Terms and Conditions, the account was processed under our KYC and fraud-prevention procedures. Any balance adjustments were applied in line with the applicable provisions of our Terms and Conditions.

We remain available should any additional clarification be required.

Kind regards,

Cosmobet Casino Team

Dear Fedeeba123,

Thank you for reaching out to us. We have carefully reviewed the evidence provided by the casino regarding your verification process and the outcome of the verification liveness call. Unfortunately, we are unable to uphold your complaint based on this information. We understand that this may be disappointing, and we encourage you to reach out to us if you have any further questions or encounter issues in the future. We are here to help.