CosmicSlot Casino - Il ritiro del giocatore subisce un notevole ritardo.

Hello, between August 20th and 21st I won €3,500 on slots without using any bonuses. My account has been verified for over a year, and as a VIP user, I was able to request three withdrawals of €500 on August 21st. According to the terms and conditions, withdrawals are processed within 5 days, while VIP users have shorter processing times. However, 14 days have passed and the casino has only processed two withdrawal requests.

Several days apart after I requested it through the VIP department. I believe the casino is delaying the processing of withdrawals while I wait for them to be replayed. 14 days to process €1,000 in withdrawals out of €3,500 seems unreasonable. If I had won €10,000 or more, it would have taken 6 months to withdraw everything. 🤦🏽‍♂️

Salve, tra giorno 20 e 21 agosto ho effettuato delle vincite per un totale di 3500€ alle slot senza utilizzare alcun bonus. Il mio account è verificato da oltre un anno ed in qualità di utente vip sono stato in grado di richiedere 3 prelievi da 500€ il 21 agosto. Da termini e condizioni i prelievi vengono elaborati entro 5 giorni mentre gli utenti vip hanno tempistiche più brevi, tuttavia sono passati 14 giorni ed il casino ha elaborato solamente due richieste di prelievo a

distanza di parecchi giorni una dall’altra dopo che ho sollecitato attraverso il dipartimento vip. Credo che il casinò stia ritardando l’elaborazione dei prelievi in attesa che io rigiochi tutto, 14 giorni per elaborare 1000€ di prelievi su 3500 mi sembra una tempistica non ragionevole, se avessi vinto 10.000€ o più ci volevano 6 mesi per prelevare tutto 🤦🏽‍♂️

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.

If anything seems suspicious, 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 send me a screenshot of your withdrawal history, showing your most recent withdrawal requests?
• Is the third withdrawal request still pending in your account, or have you received the winnings in the meantime?
• How long does it usually take for your withdrawal requests to be processed and paid out at this casino?

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

Hi, a few hours ago they processed my third withdrawal request and then blocked the withdrawals because the ID I provided for the KYC over a year ago expired on September 3rd, so I can't request a new withdrawal.

The account was fully verified. When I registered, I provided a lot of additional documents, including my ID, selfie, bank statement, and photo of the card I used to deposit. Both my driver's license and my ID expired on September 3rd, and I think I'll be able to get a new one this weekend or early next week. Maybe I'm just being naive, but it seems like they intentionally delayed the processing of withdrawals. 18 days to process three withdrawals requested within seconds of each other doesn't seem like a normal occurrence at a casino with such a high reliability rating. Not to mention, when I signed up, I had won with a bonus, and after clearing the excess balance at the end of the wagering period, I continued playing with real money, only to have the excess winnings cleared for the second time. So, they don't even treat converted bonuses as real money, since they clear everything until you withdraw the exact converted bonus amount or lose everything. To answer your last question, previously the casino processed withdrawals within the 5 days required by the terms and conditions because if I had witnessed such a disgrace I would not have played at this casino again.

Salve, alcune ore fa hanno elaborato la mia terza richiesta di prelievo per poi bloccare i prelievi perché il documento di identità che avevo fornito per il kyc oltre un anno fà è scaduto il 3 settembre, quindi non posso richiedere un nuovo prelievo.

L’account era completamente verificato, quando mi sono registrato ho fornito un sacco di documenti aggiuntivi tra cui documento di identità, selfie, estratto conto bancario, foto della carta usata per depositare. Sia la patente che la carta d’identità sono scaduti entrambi il 3 settembre e penso che sarò in grado di ricevere una nuova patente questo fine settimana o inizio della settimana prossima, sarò io mal pensante ma mi pare che abbiano ritardato l’elaborazione dei prelievi intenzionalmente, 18 giorni per elaborare 3 prelievi richiesti a pochi secondi di distanza non mi sembra qualcosa di normalmente in un casinò con un punteggio di affidabilità cosi alto per non parlare del fatto che quando mi sono registrato avevo vinto con un bonus e dopo aver cancellato il saldo in eccesso al termine del wager ho continuato a giocare con saldo reale e mi hanno cancellato per la seconda volta la vincita in eccesso, quindi nemmeno trattano i bonus convertiti come saldo reale visto che ti cancellano tutto finché non prelevi l’importo esatto convertito del bonus o perdi tutto. Per rispondere alla sua ultima domanda, precedentemente il casino ha elaborato i prelievi entro i 5 giorni previsti dai termini e condizioni perché se avessi assistito ad una vergogna del genere non ci avrei più giocato in questo casinò

I uploaded a new document and requested another withdrawal of €500

Ho caricato un nuovo documento e richiesto un altro prelievo da 500€

Thank you for your responses.

• Could you please provide me with more details regarding the cap on your winnings being applied twice? When exactly did this happen?
• Could you please send me a screenshot of the bonus you activated and played with, or a link to the promotional offer?
• Were your winnings capped at the maximum allowed amount immediately after you completed the wagering requirements and the funds were transferred to your real-money balance? Did you then continue playing with the capped winnings, and was the cap applied for a second time after you requested a withdrawal?
• Have you already raised this issue with the casino? If so, what explanation did they provide?
• Also, regarding the verification of your ID, has the casino reviewed your renewed document already?