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Cosmik Casino - £2000 just disappeared from my account

RESOLVED
Complaint Info
Disputed casino Cosmik Casino
Reason Declined payment
Amount £ 2000
Posted on October 24, 2014

So, I joined cosmik casino a couple of months ago. I had deposited money,and lost it but this wasn't much of a problem. I received bonuses from them and always lost them, which wasn't a problem wither.
A couple of weeks ago I deposited about £500, and made it to just under £1000.
So I went to the withdrawal page in the account and asked to withdraw it. I got an email saying we will process your withdrawal.
I thought oh lovely, wont be long until it is all sorted then great.
However, a week went by and I had heard nothing, I would email support and finance at the casino but never hear anything back.
When I did finally receive a reply if was from 'JEFF' who said he would sort it.
I believed him stupidly. A week went by and they had done nothing to process this withdrawal. So i went back online and took my money out and played again, this time I got it up to £2000.
I went to withdraw it same message saying they had received my withdrawal. I waited 8 days to hear back from them. I emailed them everyday and never got a reply except from Jeff saying' I'll look into it....'
Yesterday I received a email from the casino saying 'In terns with our terms and conditions regarding irregular play we have declined your withdrawal request and cancelled your winnings'

I am shocked at the state of this casino, they don't want to payout so just try anything they can to get their money back.
So my 2000 has now all disappeared. Great.
What a surprise my three emails I've sent the casino have not got a reply!
I want my money back! can someone help please?
Regards,
Antonia

Posted on October 22, 2014

Hello Antonia,

We apologize for any inconvenience.
Please allow us some time to check this issue.
We will get back to you as soon as have more information.

Best
CosmikCasino Support Team

Posted on October 23, 2014

Wow, that's a quicker reply than I've ever received. Normally on my emails to you I'm just ignored!

Posted on October 23, 2014

Hello Antonia,

We believe some emails end up in Spam folders.
We are checking the issue so as to provide a detailed answer.

Best,
CosmikCasino Support Team.

AskGamblers
Posted on October 24, 2014

After careful exam of the evidence we can confirm that player breach 103 T&C. Our advice to the player is to read carefully Terms and Conditions before he start to play and if he have any doubts to contact casino's support.

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