Delayed payment verification

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.

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.

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