Cosmik Casino - 2400 euro removed from my account without clear explanation

RESOLVED
cmj123 United Kingdom
posted on June 22, 2014.

Having made a number of deposits with the casino and played on both slots and roulette I had eventually a balance of 2400 euro which I set to withdraw by bank transfer.

Having submitted all required documents I received an email stating that my withdrawal had been cancelled and funds removed due to Irregular play. I contacted online chat who were very unhelpful and advised my that I breached their terms with 'large bets'.

I have played at many online casinos and have never seen this before. It just seems like absolute theft and such a terms as Irregular pay is totally open to cosmiks own interpretation, I am not some bonus scammer i made deposits and played fairly.

If you could help me to resolve this I would be very great full.

Thank you

posted on June 23, 2014.

Dear cmj123,

We are sorry to hear that you had issues with your playtime at Cosmik Casino. We strive to provide all our members the best possible experience.

Our Terms and Conditions are based on legal requirements from our License and by creating an account you agreed to those.

We will check your games history in order to determine if irregular play was present and we will get back to you as soon as possible.

Best,
Cosmik Casino Support Team

posted on June 23, 2014.

Dear cmj123,

We were unable to find your account based on your AskGamblers username.

Please provide your CosmikCasino username as shown in your account.

Looking forward to hearing back from you.

Best,
CosmikCasino Support Team

cmj123 United Kingdom
posted on June 23, 2014.

Hi,

My username is chrismj 19.

Thank you

posted on June 24, 2014.

Dear cmj123,

We were able to locate your player account.

Unfortunately, while betting on the roulette, you exceeded the maximum bet amount allowed by our T&C which is 30% of your deposit.

Please remember that out T&C are based on legal requirements from our license provider.

If AskGamblers find it suitable, we will provide the required game history. Please provide an email contact and we will forward the file.

Best,
CosmikCasino Support Team

cmj123 United Kingdom
posted on June 24, 2014.

Thank you for your reply.

Given that I have made 7 deposits and you only offer bonuses on the first 5 this is completely irrelevant.

I met all wagering requirements, your 30% term goes against the whole idea of a casino and from the look of it you have never paid out more than a player has deposited. If you are unable to process my 2400 or refund all deposits I will seek further advise.

Thank you

cmj123 United Kingdom
posted on June 24, 2014.

To suggest that this 30% term is a requirement or your regulator is absolute rubbish. Show me another Malta licensed operator who has this...none is the answer.

I guess you will have many bad reviews soon but I guess won't stop you as you will just re brand as before. Your terms do not define anything, is it total deposits, last deposit or bonus.


You are just dodgy. Please refund all of my deposits as I guess you never had any intentions of paying any winnings to any player.

posted on June 24, 2014.

Dear cmj123,

Our T&C are not open to individual interpretations and they are applied to all players without exception. By joining our casino you agree to them.

Each online casino has its own T&C and these are based on legal matters. Our T&C are available online so any player can examine them before agreeing to them.

Proof of T&C breach was sent to AskGamblers so as to dismiss this issue.

Best,
CosmikCasino Support Team

cmj123 United Kingdom
posted on June 24, 2014.

If this wasn't so annoying it would be funny. You have no idea what you are taking about, if your terms are a legal requirement and I have broken them. They why are you happy for me to continue to play.....because you want to steal more of my money.

Refund all of my deposits to source. Less the balance in my account which I will withdraw now. Unless that is in breach of some term?

posted on June 25, 2014.

Dear AskGamblers,

Yesterday we provided all the required info in order to close this issue.

We'd appreciate if action is taken at your earliest convenience so as not to delay the resolution of this conflict.

Best.
CosmikCasino Support Team

cmj123 United Kingdom
posted on June 25, 2014.

This issue is not closed at all. Your terms are not specific in anyway, you have removed the winnings without any reason.

If I broke terms or as you state the committed 'irregular' play at any genuine casino I would be band. But as you are simply dodgy you are still sending me emails with offers.

I still ask that you refund all of my deposits. You are doing this to a lot of people and I am sure they will all leave bad reviews so I cannot understand why you are operating in this way other than if you intend to never pay out more than a player deposits until your licence is revoked.

AskGamblers
posted on June 25, 2014.

After a careful analysis of Cosmik Casino Bonus terms and conditions we could confirm that player has indeed breached p.13 Placing single bets equal to or greater than 30% from the value of the Bonus credited to the player account, prior to the wager requirement for that Bonus having been met.

Submitter was supposed to contact casino's support and request a clarification of these terms in case he was not sure what they mean prior placing even a single bet.