Complaint #32 Cobra Casino

Nightmare verification

By James K.

5 years ago

So I signed up for cobra casino and made a $50 e-transfer deposit. I won 2200 and went thru all the proper procedures to be able to prove I made the deposit from my bank acct. I showed them the email statement from gigabet, email showing my bank confirmation, screenshots from my mobile app, pictures from my online banking statement and even went to 2 different scotiabanks to get a statement printed and stamped by 2 managers proving I deposited the $50. They kept sending me emails saying I needed to prove in one screenshot it's my acct, the amount deposited, the time, the merchant, and blah blah blah. It's impossible to prove more than the app shows since I'm not the one who designed the Scotiabank app. These tyrants took my money no questions asked but when I win something and spend hours and hours trying to prove I am the one who deposited they still say I'm denied the money. Cobra casino is a hustle and a bunch of thieves. If this would give me the option to post the pictures of the conversations and the emails they sent me I would post them but it's not allowing me to do any of that.

Disputed Casino Cobra Casino

Reason Verification issues

Amount $2200

Discussion

AskGamblers

• Support Team

3 years ago

Dear all,

Following an email confirmation from the complaint's submitter, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

AskGamblers

• Support Team

5 years ago

Dear @OMW2FYBLDS,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Cobra Casino

• Representative

5 years ago

Hello there,

It looks like the printed document from the bank was removed by you from your account profile - maybe this lead to some confusion and the inability to verify your account. We will get in touch with you so that we can discuss what needs to happen next to get your funds back. And no, we are not hustlers - confusion and genuine mistakes do happen. We accept responsibility and we will make it right.

Kind regards

OMW2FYBLDS

• Saskatchewan

5 years ago

Yeah I just read the reply to my complaint for Cobra casino you say you're willing to find a means of making things work or make it right but I don't really know if there is one. I was so mad because I couldn't cash out the $2,000 that I won on your casino that I just spent it like a madman kuz I knew you were never going to pay me. Which by the way is being hustled in my eyes. After being hustled once I learn my lesson pretty quick. There was no reason why my banking information which I submitted which was stamped by a managers stamp from the bank plus all the screenshots I sent in plus a new transfer going from one email to the exact same email should just verify its self. I don't trust you at all and will not deposit any more money at your casino unless I'm reimbursed for the money that I was trying to cash out before I spent it because I knew I wasn't going to get it. Obviously my plan was to win money and cash it out that's how gambling works . Your a casino so I shouldn't have to explain that to you but I feel like it's necessary I would never just put money onto a casino site and expect not to pay me I would just play free slots on an app or something if that was the case. So you tell me what can you offer me to change my feelings and to make me feel satisfied?

Cobra Casino Complaint Stats

Resolved 13 / 14

Avg. Amount $3,456

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

Cobra Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 9 out of 10 complaints in this category have been resolved.

This operator's average complaint duration is 9 days, while the average duration across all operators is 8 days.

Cobra Casino Complaints

See all complaints for this casino

Withdrawal Pending 4 days

My withdrawal has been pending for 4 days.

I keep chasing and get told it's been passed to the team. It has far exceeded the 24 hour period. I am verified and have numerous withdrawals and deposits no issue.

Not sure what the issue is. It's a very small amount.

You have helped great in the past so maybe you can again.

Unresolved

€135

Pending MiFinity Withdrawals

Hey,

I need assistance regarding my six pending MiFinity withdrawals at Cobra Casino. My account is fully verified, I have not used any bonuses, and all my play has been with real-money deposits. Despite Cobra Casino’s Terms & Conditions stating that verified withdrawals typically take up to 72 hours, my withdrawals (each 7,500 NOK) have been stuck in “Pending” status since March 29, 2025—more than two weeks with no concrete explanation.

Originally, Cobra Casino removed my normal deposit method (which was advertised for NOK) and insisted I switch to MiFinity. Although I was not entirely happy with that solution, I verified everything and got thumbs up that everything was documented and nothing was missing. I did withdrawls that got prosessed and accepted. Until March 29, when processing completely stopped. Now, every day, support only says they are “waiting on the payments department.” I fear they may approve just one withdrawal and keep the others canceled or pending, effectively limiting my monthly withdrawals far below the advertised limits.

I have followed all rules, provided all documents, and done nothing to violate any terms. Yet these delays go well beyond the 72-hour timeframe set by Cobra’s own conditions.

I can provide chat transcripts, emails, and any other evidence required. Unfortunately, I have not received any clear explanation, and the chat support agents either seem unaware of the real issue or unwilling to disclose it. They keep assuring me it will be resolved 'soon' or 'today,' but after more than two weeks of hearing the same promise, that assurance no longer carries any weight

Resolved

kr45,000

Withdrawals keep being rejected

I’ll start this off by saying months ago, I blocked myself from gigadat. This shouldn’t be an issue as there are many ways to deposit / withdrawal from casinos.
I made a deposit to cobra casino, requested e-transfer from the company called Loonio and won over 9k.
I went to withdrawal the same way (e-transfer) and was declined as Cobra casino used gigadat. That’s fine, I messaged them and was advised to try a bank transfer. I did this, that also got rejected. I was asked to try a different bank account of mine, I did this as well and also got rejected from the casino.
I’ve been in contact with someone, but I am not any where closer to getting my ANY amount of money deposited into my bank account and have not been receiving much insight or advice on how to proceed.
My account is fully verified and all money is available to withdrawal, the casino is keeping it from me. I’ve asked them to use Loonio, as I’ve reached out to them and they accept the e-transfer and will gladly send me my money. Just looking at advice on how to proceed with this as I feel like the casino is not doing their part and they are not wanting to pay out.

Resolved

$9,000

Technical issue

So I have been playing for almost 2000 euros... and then I got lucky. I won 900 euros. My account got verified, and I managed to withdraw the max 500 euro a day on my first withdrawal using my Skrill account.

And the next day I tried again, but the support team told me to wait, it hasn't been 24hrs yet since my last withdrawal.

Ok... then I tried again after the 24hr rule... the next day i got rejected. And I don't even know why? I contacted support team, asked them why the Skrill feature on the withdrawal method was gone and they told me they were having some tech. issues on Skrill. I asked them why is that kn the payment method the skrill feature is on…but on the withdrawal site it's gone? They keep avoiding my request and misleading me. I am so frustrated and disappointed in myself.

So pls... can someone out there help me.

Rejected

€11,587

Terrible requirements to verify my account

Hello. I need your support as I am having a lot of difficulty in verifying at the casino.

I registered two weeks ago and after registering, I uploaded a passport photo and a bank statement to my account as proof of residence. A couple of days later I wanted to withdraw my money. But then they asked me for a selfie with a passport. I did it. After that, I was asked to send a selfie with a passport in front of my house with a sign on which the address of my house should be indicated. As the support service explained to me, they needed additional confirmation of my residence. But I have a problem with this, because in my country, signs with the address are not on every house.

The casino support service was then asked to take a photo against the background of a sign indicating the address in the administrative building. I did it and uploaded it. after that, they ask me to take a selfie in front of a sign with the name of the administrative building and the address. I wrote that in my country they don’t do this, at best there is only a sign indicating the name of the institution and no more. The support service decided to replace this task with another one, so that I would take a selfie against the backdrop of the post office with a passport in my hands. I again explained in detail that I could not do this, because my country is very poor and not every post office can find a sign indicating the address and the name of the post office. As a result, they wrote to me to find an administrative building, where the name of the institution itself and the address would be indicated at the same time.

At the same time, I wrote that in my country, not every administrative building will let me in, since such buildings have very strict security, everything is fenced there, because in my country they are afraid of terrorist attacks. All correspondence is attached to my complaint

Resolved

Long term verification

Hello. I ask for your help in resolving my situation.

On January 14 of this year, I registered on the site;

I passed the first stage of verification. I uploaded my passport photo and bank statement. Everything went well. Then I made a $23 deposit. My balance has grown to $71.

Then I wanted to withdraw money, the casino support service wrote to me that for a successful withdrawal, I need to upload a selfie with a passport. I did it. After I uploaded the necessary package of documents, I asked the support service if I could withdraw the funds, they answered me that I have every right.

More than 5 hours have passed since I applied for the withdrawal of funds and I decided to go to my account and I saw that my application was canceled.

As I was told by the support service, they requested an additional selfie with a passport and a piece of paper. I did it at the same time. Then I asked the support service how long it would take to verify my selfie, they told me that due to the high workload, this process could drag on for an unknown time.

I asked to clarify for what time my account will be verified, they did not answer my question.

Resolved

$71

Stalling withdrawal of €1,450 despite account being fully verified

Cobra Casino have been stalling my withdrawal of €1450 for over 4 days now. I am fully verified (see supporting evidence). I have been on chat numerous times but seem to be getting nowhere.

I took the sites second bonus and beat wagering. I played book of dead as its about the only good game they don't block with bonus. I also never went over €4 with bonus funds (I have attached screen shots of their terms to show this).

I have requested for a manager to contact me about this but chat haven't supplied my any details for this nor has anyone responded to my emails. The withdrawal has been requested via skrill so I'm not sure why it should be taking 4 plus days.

At this point I need Askgamblers to help mediate the situation so it can be resolved.

Thank you in advance.

Resolved

€1,450

Casino does not provide any additional information

Hello. I passed the verification at the casino and wanted to get the first withdrawal. $500 it is withdrawal limit. Out of $817, I got 500. My casino account was $317. Then I received a letter from the casino "You violated our bonus rules, we do not provide any additional information, and this decision, unfortunately, is final." What do casino mean "the casino doesn't provide any additional information"? I think it's illegal and casino workers should explain their position. I managed to get part of the win. Casino thinks I broke the rules? Explain which one. Maybe they came up with a violation of the rules so as not to pay me. I demand to explain to me what mistake I made or return my $317 immediately.

Resolved

$317

Misleading promo, not honouring 100 percent cashback due to loss of first deposit

First of All I signed up through Askgamblers Back in August and they were offering 20 no deposit spins on sign up. Live Chat said no there is no such promo and they cannot issue the 20 sign up spins and they are not responsible for 3rd party site information, however the bonus is expired now, but was active at the time. I raised the 20 sign up spins issue with Askgamblers and they resolve it by Saying Cobra casino would contact relevant players who took the sign up spins and issue the 20 no deposit sign up spins - I am still waiting, but nothing. I decided to let this slide

2nd of all I received a promo for a first deposit bonus + 100% cashback! I claimed the code, made my deposit of 20 and could not get the bonus as skrill is excluded so I played with my $20 raw cash.

After I lost my $20, I contact live chat to claim my cashback but they refuse the cashback saying I needed to deposit minimum $100 to claim cashback and it cannot be added etc, I showed them the email that I can claim the cashback up to 20 in case I lose my deposit, but they refuse.

I find cobra casino is not following the promotion rules via email and did not honour the askgamblers 20 sign up spins at the time, which flag a red light to me. I think their promo's are misleading, and I am entitled to the 100% cashback as stated via email.

Please help resolve this.

Attached is the chat transcript and the promo offer - I wont even bother with those sign up spins, as they just do not care about new players.

Resolved

€20

Technical issue on NetEnt game at Cobra Casino

I played a series of live black jack games at Cobra Casino. One of the games had a technical issue where there is prompt saying players have to wait, then the dealer resumed dealing cards. Unfortunately, there were no option buttons on screen in that game (all the games before and after were fine). As you can see in the first screen shot attached, the first player can’t hit card as well and forced to stand on soft 15 (A+4). The dealer had a 5. I had 7+2 (the option buttons are not showing up on screen). As you can see in the second screen shot, I was not offered to take any card and forced to stand on 7+2=9. The dealer pulled her self a 2 and a face card on 5, ended up with 17. This game has technical error and should be refunded. Who has the responsibility to follow up?

Resolved