Complaint #20 CosmicSlot Casino

No 2nd deposit confirmation

By Oksana I.

2 years ago

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

Disputed Casino CosmicSlot Casino

Reason Amount not credited

Amount €100

Discussion

AskGamblers

• Support Team

2 years ago

Dear all,

As apparent from the submitter's latest post, 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.

Ulitkka

• Latvia

2 years ago

today 100€ was successfully added to my gaming account, thank you all very much for your support and assistance ❤️

Ulitkka

• Latvia

2 years ago

Thank you very much for such a quick response! I will really hope that my 100 € will be credited to my balance, since quite a bit of time has passed, and I have all the screenshots from the bank that the deposit was sent to you, the money was withdrawn from my card, but your department claims that you have nothing didn’t receive it, I hope everything will be sorted out and I’ll get my money🙏

CosmicSlot Casino

• Representative

2 years ago

Hello dear player.
On behalf of the entire CosmicSlot team, I apologize to you. Also, I have already initiated proceedings with the financial department and support service, for some reason you were not provided with proper assistance. Also, I havetened to say that tomorrow morning we will first begin to figure out why 100 euros did not appear in your game account. I am sure that this is a misunderstanding that we will quickly resolve. Also, I will notify your personal manager so that she can contact you by mail and help in all matters.

Best regards,
CosmicSlot team.

CosmicSlot Casino Complaint Stats

Resolved 12 / 13

Avg. Amount $931

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

COMPLAINT REFERRED BY AGCCS PARTNER Daily-Freespins (263)

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.

92h left

€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

Delayed and declined payment

I have repeatedly tried to withdraw my winnings and they keep declining. I am verified as I sent all documents they needed. I have only received 2 withdrawals on the 23rd of June, and the 29th of June both for $ 650 CAD. There is $4000 left. Attached are screenshots of canceled withdrawals. I received an email stating my next withdrawal would be on the 3rd of July, in good faith I waited 6 extra days. I have emailed the financial department twice with no reply, customer support telling me to email the financial department, and also their live chat service which told me they could not help. So here is my complaint. Quite obvious purposeful delay.

Resolved

$4,000