CosmicSlot Casino - Die Bitte des Spielers um Selbstausschluss und Rückzug wurde ignoriert.

I was try to withdrawal my 200 euro, i have send all documents for KYC and it takes long time for casino to verify me.

I contact the casino several times and inform them i need help to protect my funds. Cuse im addicted and afraid of lose my money.

I ask for help to set an loss limit, but the chat support denied it and inform they dont offer This kind of service at This casino.

I inform that iam addicted to gaming and was afraid to lose the money and Ask if i could lock my account or selfexclude but still be able to Withdrawal my funds. The chat support told me they dont think so, and i need to send an email and Ask the finance team about that. So i did that. 2 days after, they still not have answer my email, they have not approved the KYC document and not proceed my Withdrawal.

i contact chat support again and told them i need help to protect my funds.

cuse i cand handle This and if they cant help me they need to take responsible if i lose the money.

one day after, i could not handle my self from playing and lose all the funds. They send so much offers and emails, i got really trigged from This.

i contact the casino about this and they blocked my account. But never answers my complaint, i also want them to Pay me the 200 i lost when they refuse to help me protect my funds.

i also Ask for my data, in support of GDPR.

now it has been one Month since my last email. I have still not got any reply on any of my emails, the complaint, i have not got the request data or funds.

the worst part is that im locked from all other casinos in This groupe due to addiction.

and when This casino blocked me, they still send me bonus offer and marketing email EVERY day, and i beg them to stop, but they ignore that to.

Hello Tiar001,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with CosmicSLots Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if you did mention gambling addiction to the casino in your request? How long after that request was your account closed? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I have made several requests. I started by telling you that I am afraid that I will lose my money and need help to protect it from canceling the withdrawal request and loss limit. I also asked if they could pay out my money if I lock my account. I didn't mention addiction directly, but you should be able to see that in the requests, otherwise why would I be afraid of wasting my money?

it took about two days before they blocked my account. I told them in the chat that they have to take responsibility if my money is lost if they can't help me. When my money was lost and I wrote to them again on the chat, they blocked my account and closed the chat. The only casino has responded to out of all the emails is when I take a screenshot of the emails they send with offers, I ask them to stop sending because I am addicted.

then the casino answers me "how can we help you?" Our last contact was a month ago

Jag har gjort flera förfrågningar. Jag började med att berätta att jag är rädd att jag ska förlora mina pengar och behöver hjälp att skydda dessa från att avbryta uttagsbegäran och förlustgräns. Jag frågade även om dom kunde betala ut mina pengar om jag låser mitt konto. Jag nämnde inte beroende direkt, men det borde man kunna se i förfrågningarna, varför skulle jag annars vara rädd för att jag ska spela bort mina pengar?

det tog ungefär två dagar innan dom spärrade mitt konto. Jag sa till dom i chatten att dom få ta ansvar för om mina pengar förloras om dom inte kan hjälpa mig. När mina pengar var förlorade och jag skrev till dom igen på chatten så spärrade dom mitt konto och stängde chatten. Det enda casinot har svarat på av alla email är när jag tar en screenshot på mejlen dom skickar med erbjudanden, jag ber dom sluta skicka eftersom jag är beroende.

då svarar casinot mig "hur kan vi hjälpa dig?" Det är våran sista kontakt för en månad sedan

Forgot to reply, the money refers to real money. Not a bonus.

Glömde besvara, pengarna avser riktiga pengar. Inte bonus.

Hello Tiar001,

Unfortunately, if your request was not specific from the beginning, I can see that the casino did not exclude your account right away. Even if you would specifically mention gambling addiction, there is still an acceptable time frame for the casino to process it (depending on which day) but it usually takes up to 3 days to process it.

As the casino closed your account within 2 days, we can't hold them responsible if you did lose your money during this period of time, especially if you did not mention exclusion directly.

Is there anything else we can assist you with?

Dear Tiar001,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.