Complaint #10 Cosmobet Casino

KYC not processed and withdrawal blocked

By frafio

1 year ago

Hello,

I would like to ask you because when I wanted to withdraw my money from CosmoBet, the KYC service asked me for identity verification which I complied with on 08/9/2024.

On other bookmakers, this verification takes between 24 and 72 hours but here the verification is still in progress according to their services and therefore my withdrawals are blocked while waiting.

I of course contacted support several times by email, who initially told me to wait and now no longer responds to me while the chat quickly closes each of our conversations.

I will of course keep all email exchanges at your disposal.

My request is simple: I simply want to recover the balance of my account which amounts to €314.89.

I thank you in advance for any help you can give me in this matter and remain at your disposal if necessary.

Regards

Frank

Disputed Casino Cosmobet Casino

Reason Verification issues

Amount €314.89

Discussion

AskGamblers

• Support Team

1 year 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.

Cosmobet Casino

• Representative

1 year ago

Thank you for waiting.

We strive to offer the best service to our customers.

Good luck.

frafio

1 year ago

Hello

Following my complaint on your site, Cosmo Bet finally came back to me to validate my KYC then, after another reminder by email, to release the withdrawals.

Thank you very much for your help

AskGamblers

• Support Team

1 year ago

Dear @frafio,

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.

Cosmobet Casino Complaint Stats

Resolved 8 / 8

Avg. Amount $1,446

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

Cosmobet Casino Complaints

See all complaints for this casino

Cosmobet ignored my self exclusion request I lost over 60000 EURO after requesting help

On 25 May 2025 at 20:15 CEST, I sent an urgent email to Cosmobet support requesting immediate self-exclusion due to escalating gambling problems. I made it explicitly clear that I needed to be blocked permanently due to harm being caused. Instead of honoring this critical and legally binding request, Cosmobet: Ignored my email entirely, continued allowing me to deposit and place bets, leading to catastrophic losses of over €60,000 AND EVEN sent me promotional material and VIP offers, including a message on 2 June 2025, congratulating me for becoming a VIP after I had self-excluded.

I have documented evidence (screenshots, timestamps, and emails) that: I requested self-exclusion formally Cosmobet did not act, violating their Responsible Gambling Policy I was able to place bets far above their stated limits, in one case over €15,000 on a single market, while their own terms claim a limit of €4,200- I lost massive sums after the exclusion request, which they should have blocked Their system failed to protect me in crisis and I am now suffering from severe mental health distress, including suicidal thoughts, directly caused by their negligence I even sent a formal legal notice on 8 July 2025 demanding a refund of all losses made after the self-exclusion request and warning them that I would escalate the case. As of today, 24 July 2025, they have not responded at all.

They have not responded. This is a severe breach of responsible gambling obligations, Curaçao license terms, and international consumer protection laws. Their failure to act on a self-exclusion request and instead profit from my addiction is criminal. I demand the immediate refund of all losses incurred after May 25, 2025, 20:15 CEST, and a full investigation into their systemic failings. Attached is all supporting evidence proving my claims.

I’ve attached multiple screenshots proving their platform caused me direct harm. Bet ID: 238447587 shows that I cashed out my final bet at 20:10:41, after losing approximately €5,000 that day. I had made the decision to stop gambling entirely, and just five minutes later, at 20:15, I emailed their support team requesting immediate self-exclusion and a permanent block from their website. They never responded. They never excluded me. This is a direct and inexcusable violation of their own Responsible Gambling policy and a breach of every regulated casino’s global standards. Then, on June 2nd, after I had already lost tens of thousands more and reached a breaking point mentally, I received an email from their company congratulating me on becoming a VIP. This is not only negligent, it is predatory and deeply unethical. Since my original self-exclusion request on May 25th, and due to their failure to act, I have lost tens of thousands of euros. The final screenshot clearly shows the site’s stated maximum bet limit of €4,200 was completely unenforced. Their system allowed me to repeatedly place massive bets, resulting in over €15,000 wagered on a single market, which should have been technically impossible.

Cosmobet had every opportunity to protect me. Instead, they profited from my addiction and ignored my plea for help. This is not just a policy violation, it is criminal negligence. I lost everything I had worked for over the past 3 years in less than a month — because they chose to leave me hanging after I asked for help.

Resolved

Confiscated 850 euros in winnings

I have a problem with Cosmobet Casino, which I would like to share.

I opened an account with them and deposited 150 euros. I activated the sports bonus for new clients and started playing. My first 3 bets in the casino were lost, and everything with my account seemed in order. Then, after I placed a bet for 50 euros that won 850 I got an email that my account would be closed and my winnings would be confiscated.

At first, I was shocked and thought there might be a mistake, but after exchanging a few emails with the casino, it seems like they do not want to credit my winnings and tell me I can withdraw only my deposit.

I would like to clarify that I did nothing wrong, and they accuse me of activity that violates the terms of the site. If there is something like that, they should be able to specify what happened, because I have only logged in 3-4 times and placed 4 bets and did nothing wrong, yet they would not specify the reason for closing my account.

I am attaching screens of what Cosmobet tells me happened and the bet that won and I am asking if AskGamblers can help me because I did nothing wrong and only want to receive my rightful winnings

Resolved

Delaying my withdrawal

Hi

I want to withdraw from my cosmobet account. They refused the withdrawal and even removed the withdraw option.

They asked for video verification which i sent on the 31st October. After many times of me emailing and going on chat they have said they have the video yet haven't watched it yet. This is clearly delaying paying me out and it should not take nearly 2 weeks to watch a 15 second video. And now i am left with no other choice than to make a official complaint to recover my money.

I have attached all screenshots of emails, me sending verification and live chat exchanges as well as my account, the full balance is also attached in this that i want to withdraw.. £4526.67

Please help me resolve this.

Resolved

£4,527

Cosmobet withdraw issue

Hello cosmobet, I have been waiting for more than 1 month now to be able to withdraw my money ( 702$ ), my account is fully verified, so I have no idea why it is taking more than 1 month in order for me to be able to withdraw. They are not giving me a reason and also when I would be able to withdraw, please, help me sort this case.

Thank you

Rejected

$702

Last KyC video validation waiting for 1 week

Hi !

I've been imitated on Cosmobet being a winning player, as do all books, and when i wanted to withdraw, i sent information, videos.

Mails were exchanging fast, and since the last video (With paper + id card and pronunciation), the account should be validated to be able to withdraw

But I'm waiting for a long time now, 1 week, and I'm a bit afraid them just to never validate the account to keep the money.

Linked the screenshot

Resolved

€3,242

Delayed payment verification

Hello.

I played in this casino, and made some sports bets. I won a few bets, and then wanted to withdraw. They requested a selfie video of me, which was perfectly fine for me. I sent the video on 11th of March.

First reply on 12th of March:

Please be informed that the requested video has been delivered. Some time might be needed for proper review, once it is verified we will get straight back to you.

Thank you in advance for your understanding and patience.

----

After a few days I asked if verified. I received email on 16th of March:

Please be informed that the requested video has been delivered. Some time might be needed for proper review, once it is verified we will get straight back to you.

Thank you in advance for your understanding and patience.

----

I've waited another few days after sending email again - no reply. sending another mail yesterday - no reply.

I am afraid I won't receive my money, so hope askgamblers can help me to speed this process up and I hope cosmobet will see, I did nothing wrong (except winning around 800 Euro lol).

BR < first name removed >

Resolved

€800

Block account with my deposits

Hello! I made a deposit of $300! After some time, I ordered a withdrawal of $190! Account successfully verified. But I never received my funds! My account is blocked! I was told to apply for a withdrawal after 6 months!!!!! This is not even a profit, but only a part of my deposits!!!! Be careful! These are fraudsters who do not want to withdraw funds and only accept deposits!!!

Resolved

$190

Cosmobet deleted my winnings after done wager without information

I played at cosmobet with 150 EUR + Bonus and did successfully the wager with an end result of 940 EUR. After successful verification, cosmobet deleted my winnings, put the 150 eur back into my account and said because of violation of the terms. After asking what was wrong they don’t provide the information. i didn’t play forbidden slots in the bonus and also played on under 2 EUR per spin, so I’m sure there is no violation from my side.

Resolved

€790