Complaint #11 CosmicSlot Casino

Delayed Skrill verification and payments

By yanimuto

4 years ago

Dear Ask Gamblers team,

Since I got the wager done and got myself a nice win about a month ago, the kyc/verification process is very delayed/frustrating.
The deposit was done with ( skrill prepaid/virtual card - keep that in mind ). So the only way to withdraw is through bank/IBAN.
Once I got my papers/id/bank notes/card screenshots I sent them to the kyc department and got and email back asking for a card screenshot with my name on it ( Skrill currently does not issue a name on the virtual Card ) - So I sent a video recording with my Skrill account showing name on the Skrill account and then the card under my account, but with no luck unfortunately.

At that time we were past 20 days from the initial KYC contact and got really frustrated with the process and got in touch with a live chat agent within the casino, suggesting to deposit a small amount with Skrill balance and withdraw then with Skrill email/balance in order to accelerate the kyc/withdraw process. So I did deposit a small amount with Skrill ( without playing ofc ) and then immediately issued a withdraw with Skrill. Then I asked for the live agent to reissue the kyc department to initiate the kyc for Skrill but with no luck yet.

I already sent the passport/true skriller/ selfie with casino documents on the [email protected] 5 days ago with no response yet.

So here I am submitting a complaint in order to find a resolution to the problem I'm experiencing.

Thank you.

Disputed Casino CosmicSlot Casino

Reason Verification issues

Amount €1200

Discussion

AskGamblers

• Support Team

4 years ago

Dear @yanimuto,

Following your confirmation of a successful withdrawal subject to the initial complaint issue, the AskGamblers Complaint Team considers the complaint resolved and closed. Should you face issues with other payments which were not part of the present case, please feel free to submit a separate complaint.

Thanks for your cooperation.

yanimuto

4 years ago

Dear Cosmic team,

As you mentioned I got verified and already got paid for my first withdrawal. One more question if you can help me with this matter. As the terms suggest (
There is a limit of 3 simultaneous withdrawal requests. The maximum withdrawal limits per transaction / in 24 hours/month are determined as follows:
per transaction: 400 EUR or 25000 RUB
in 24 hours: 400 EUR or 25000 RUB
per month: 10000 EUR or 650000 RUB )

So the payouts are 5 per week and a max of 10000 a month?
If so I got already delayed my second pending withdrawal for today 31.03.

Regards.

AskGamblers

• Support Team

4 years ago

Dear @yanimuto,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint 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.

CosmicSlot Casino

• Representative

4 years ago

Hello dear player and AskGamblers Support team.

According to the finance department, the player received his first payout yesterday. I apologize again to the player for the delay, but it was due to the prepaid card. It took us more time to figure this out and make sure that the player did not commit any fraudulent activities. The complaint can be considered closed.

Best regards,
CosmicSlot team.

CosmicSlot Casino Complaint Stats

Resolved 13 / 14

Avg. Amount $5,036

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

CosmicSlot Casino Complaint Summary

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

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

This operator's average complaint duration is 7 days, while the average duration across all operators is 8 days.

CosmicSlot Casino Complaints

See all complaints for this casino

Unreasonable Withdrawal Restriction

Complaint Against Cosmicslot – Unreasonable Withdrawal Restriction

Hello AskGamblers Team,

I am seeking your assistance regarding an ongoing withdrawal issue with Cosmicslot.

I currently have an outstanding balance of more than €50,000 in my Cosmicslot account. My account has been fully verified, and I have been patiently waiting to receive my remaining winnings.

Unfortunately, Cosmicslot is only allowing withdrawals of €500 per week. At this rate, it will take more than two years for me to receive the full amount of my remaining balance.

Before submitting this complaint, I made every reasonable effort to resolve this matter directly with Cosmicslot. I contacted their support team by email, politely requesting a review of my withdrawal schedule and asking them to explain the basis for the €500 weekly withdrawal limit. Unfortunately, I did not receive a satisfactory explanation.

After carefully reviewing Cosmicslots Terms & Conditions, I found the following provisions relevant to my case:

Section 6.11 states that withdrawals are permitted up to €5,000 per 24 hours, €10,000 within 7 days, and €25,000 within 30 days.
Section 6.14 states that if a player's winnings exceed €50,000, Cosmicslot reserves the right to divide the payout into monthly instalments, with a maximum of €50,000 per month until the full amount has been paid.
Section 6.15 states that Cosmicslot may determine withdrawal conditions based on the payment method, account status, account activity, or other relevant factors.

While I understand that the casino has discretion regarding withdrawal procedures, I have been unable to find any provision that specifically limits my withdrawals to only €500 per week.

I therefore asked Cosmicslot to identify the specific clause that justifies this restriction on my account. Unfortunately, I have not received a clear or satisfactory explanation.

My intention is not to damage Cosmicslots reputation. I simply wish to resolve this matter fairly, professionally, and in accordance with the Terms & Conditions published by the casino.

As a gesture of goodwill and in an effort to avoid a prolonged dispute, I even informed Cosmicslot that I would be willing to discuss a reasonable settlement. As a last resort, I indicated that I would consider accepting approximately 80% of my outstanding balance, provided that the remaining amount could be paid promptly in a single settlement. Unfortunately, this proposal was also declined.

I respectfully ask AskGamblers to assist by requesting Cosmicslot to:

Explain why my account has been restricted to withdrawals of only €500 per week.
Identify the specific provision in their Terms & Conditions that supports this restriction.
Provide a fair, transparent, and reasonable payment schedule for my remaining balance.

I sincerely appreciate your time and assistance, and I hope this matter can be resolved fairly and amicably.

Thank you very much.

Resolved

€50,000

Withdrawal pending for 4 days

I made a $500 withdrawal four days ago, and the funds haven't been credited yet. I've emailed support or KYC to inquire about the status of my withdrawal, but the response is always the same: "The Finance Department processes withdrawal requests daily from 9:00 to 18:00 (GMT+3). The processing time may depend on the department's current workload."

My first withdrawal of 50 euros has been received, and there are three more pending withdrawals of 500 euros each, totaling 1,500 euros.

I'm very frustrated. How can I complete all my withdrawals if the maximum per withdrawal is 500 euros and they're pending all this time?

Resolved

$4,000

Delaying withdrawal for a week

I made a withdrawal for $500 a week ago, and after 3 days had passed and multiple attempts to try and see what was going on, my withdrawal was canceled randomly.

I received an email saying not to worry and to make the withdrawal again, and it would be accepted immediately. So I did, and then a couple more days went by, and finally switched into the processing status, which it has now sat there for almost 3 days.

I've attempted to reach out to numerous people and emails that they keep giving me, and just keep being told to be patient and not to worry, and nobody can direct me as to where my money is or what is going on, or how much longer it's going to take.

But it's going on for a week now, at least, and still no progress has been made

Resolved

$500

No withdrawal agter 6 days

The reason for my contact today is because cosmicslot Casino is not paying my 500EUR withdrawal after 6 bussiness days, when I try to contact their support team through Live Chat, it's always the same answer that tells me to keep waiting without any updates, and when I contact their email I get no answers. On there site it says that withdrawal tooks 3 days but it isn't when I losing always and finally whanted to withdrawal they keep waiting me for it

I'm afraid I will not receive my money, so I contact you guys as my last option to help me in this case.

Resolved

€500

Casino cancelled pending cash outs

Hi,

My account has been fully verified with this casino before, I had 3 pending cash outs of €500 all 24hrs apart as per the casinos terms and conditions. They have been pending since 5th/8th & 9th of Feb, 2025. I also have another 3k balance on my account that I won on 9th Feb and was waiting for the 24hr period to pass so I could request another cashout. The website says €1000 per transaction, but it will only allow €500 Withdrawal per transaction.

The casino have emailed me today requesting me to upload ID and address again, I have no problem doing this. But the site does not give me the option as my account has already been verified. I contacted support they told me to email KYC finance dept. I have emailed them and attached the requested documents. I now have €4,500 balance back on my account.

I feel this casino is trying to stall payments In the hope that I use the balance up.

Please help AskGamblers, this is extremely frustrating.

Resolved

€500

Cosmicslot delay payment

Hello, I started to use Cosmic slot casino, made a deposit. All was good. But now I'm waiting for withdraw more than 5 days, from live chat support I didn't get any answer, they just repeated the same. " Your withdrawal will be soon as possible". They not allowed to ask for more than 500, so I asked for 1 withdrawal of 500e. They are trying to scam me or delaying on purpose, without any information on what's going on. It looks like scam site, but let's see, if ask gmablers can help with this case. I uploaded screenshot where u will see my pending transaction and hope u will help to solve this problem with cosmic slot and their bad behaviour. Thanks

Resolved

€500

CosmicSlots - Prize from a competition not rewarded

CosmicSlot Casino held a competition on their social media platform where they would award 150 euro and 150 free spins to 3 lucky winners.

I participated in the contest and I was among the 3 players that won the draw.

I received a private message on my account to submit my email address that’s linked to my casino account and I did. They said that the rewards would be credited to my account in max 48 hours. The draw took place on 30 May!

After 3 days I messaged them again on both their social media and on live support on their site but they didn’t even answer on social media and on their platform the support said the appropriate person was looking into it.

6 days have passed, and no response! So I decided to open a complaint here

Unresolved

€50

Delayed cashout

Cosmicslot casino don't process withdrawal from 15th January , account was verified 16th, They also don't respond to emails 4 days already. Live chat can't help, only ask to wait for replay from Financial department. Waiting week or more for verified account I think is too long. I already lost back €400 and €500 is pending from 15th January.

Resolved

€500

Deposit amount did not appear in the casino account

Made a deposit of €20 in Ethereum on January 7, 2024, but haven't received it in my account so far. I've repeatedly spoken with live chat but haven't received assistance. They ask for the same documents and pictures each time. They say the finance department is handling it and it should be resolved soon, but there have been no results so far. They don't care.

Resolved

€20

No 2nd deposit confirmation

The situation is this: I played on this site Cosmicslot, everything was fine, and an unpleasant situation developed. I transferred 700 € and 100 € to the Cosmicslots game account on November 15, 700 € was displayed only on the 16th, and 100 € still did not appear.

I wrote to their support service, to which I was told that the information had been transferred to the financial department and wait for an answer, there was actually no answer.

Then I started writing to the financial department myself, to which they did not answer me. Then they told me that supposedly my transaction was not sent to them I received it, but my money went to them, because I called my bank, the bank said that the money was in their account. I sent them all the screenshots from the bank, to which they still do not answer me

Resolved

€100