Cosmik Casino Complaints

I won 6800 Euro Cosmik casino back in January 2015 and have been trying to get paid ever since. I made a 2000 withdrawal in February and ive not seen a penny of it. I have provided them with MY ID, a bill, my bank details, pictures of my credit card and several phone calls. I have heard every excuse in the book. We are paying you next week. It should be in your bank now. We have lost your paperwork. We are looking into it etc etc All i want is what I won fair and square

On April 10, 2015 I have be paid out my winnings of € 4,000 by Banktransfer. The German manager was on vacation or sick . Jeff has suggested to me that I halve the amount and it can be transferred to me immediately € 2,000 . I did that. I played with the other € 2000 to € 2101. The first € 2000, confirmed a day later . I paid € 2,101 also . Both amounts have been confirmed since 4 weeks. But I do not get the money . I am almost every day chatting and they say that everything is fine and the money was transferred . I phoned with the German manager . He says it 's all right with my payment . He does not understand why I do not get my money . He spoke with the CEO of the payment office . She has probably transferred again , but the money is not in my bank account. The bank details are correct . These are not the first payouts in this casino . Before, it worked well.

I withdrew 450 euros on the 25 th march my id has been verified yet still no payment when I get in touch with live help they say should be in my account next few days but nothing

I have been playing with Cosmik Casino for a few months now and up to this point it had been a very good experience. Each of the withdrawals I have made (besides my very first one) had been processed within 48 hours. However, I made a withdrawal last Monday (19th January) and it has still not been processed. Yesterday (25th January) I tried a smaller withdrawal to see if this might speed up the process as I do really need the money asap. Unfortunately, this has made no difference whatsoever. With the cash remaining in my account I managed to win some more money so decided to cancel the withdrawal and make a new withdrawal for the total amount owed. I keep chasing my account manager to see what is happening but he keeps telling that Accounts are keeping him in the dark and will not tell him what is going on. I am getting really desperate now because it is a lot of money that I am owed. I just cannot understand the issue with this withdrawal when I have previously have no issues with Cosmik Casino. I am also in the dark as to why I can't speak to anyone else at Cosmik apart from my account manager who clearly can't help me on this issue.

I received this 3 days after I applied for a withdrawal of all my funds 400 euros ---In line with our Terms and Conditions regarding irregular play, we have declined your withdrawal request and cancelled your winnings. These Terms and Conditions are available on our site. Your last deposit has been credited to your account balance. Should you have any questions please reply to this email. I have had problems with this site from "time out" signs coming in the middle of roulette and void my game I lost 123 euros because of that .I complained and was told it must be my computer even when I said that if I press on the Time out sign I was taken back to the log in page and my play was started again the page I needed to be on was gone. I found the roulette changed and things that that happened made the playing of it almost impossible like 12 reds in a row and within 5 minites 9 reds came up I had the feeling the I was no longer playing just a machine so I decided to stop playing that site and tried to withdraw my funds @day later I was still waiting for an email I was told would come to arrive. it did not so I asked for an email address to send my required docs to an sent them 2MB of attachments and got back this- Automatic System Message, please do not reply *** This is an automated message to inform you that your email was not accepted by our server for the following reason: Total attachments size is bigger than 5 MB. Please send your message again and remove some of the attachments, so the total size of your email will not exceed 5 MB. You may also send each attachment on a separate email message. Support Center: https://service.callcrest.com/support/index.php?/Conan_Casino - I split the attachment up and received the same reply. so I sent it to the person who look into my complaint about the "time out" saga Jeff Edwards. As follows--Hi Jeff, I tried to send to [email protected] and it was rejected so please could pass this on to the withdrawal team. Please find attached the documents I think you require for withdrawals from Cosmik 1060994 (400.00 Euros). Osiris 92213763 (100.00 Euros). Please pay both to my credit card. As I live with my daughter and she pays the house bills I don't have utility bills in my name and I use my P O Box for all my mail. A lot of the time I am away house and animal sitting for other people when I not booked for that I stay with my Daughter I do own a house and pay the water bills but its rented out and I have never lived there. I have enclosed the water bill for that house because it with all my other mail goes to my P.O.Box as I put down when I joined your site Also attached is a copy of my Passport, Drivers Licence, and Credit Card. Jeff Edwards has already phoned me on my mobile so that should be verified. I hope that is what you require. Regards Maurice The next day I received the rejection letter. I contacted the Casino and - Why was my Withdrawal declined and cancelled my winnings. Angelo: Declined withdrawal. Irregular play, large bets/ doubling up. Me: not good enough Me: tell me where that is in the rules Angelo: please open the general terms and conditions Angelo: Fraudulent Activity and Irregular Play Me: and show me where it happened Me: and show me where it happened Me: I thought this was a straight up site not a con Me: Please ask Jeff to ring me Angelo: ok Angelo: i will inform him Angelo: in the morning Jeff Edwards is the VIP manager. That brings us back to now. Maurice Joyce

I've had a bad experience with Cosmik Casino over the last week, maybe some of this was my fault in not reading the bonus conditions but really who reads them any way, you expect a level of restriction when you are playing and none of those restrictions are in place to prevent you from going over them. It started on 28th Nov when I joined Cosmik, I deposited £60 which converted to 72.69 euros and received a bonus of 112.58 euros I started to play live roulette and made a first bet of 178 euros I quickly started to rack up a big balance as I won 1386 on this first spin, at one point winning a single spin on the roulette of 27000 euros, I eventually stopped playing after a couple of hours with a balance of 17100.27 euros, after trying several times to withdraw a balance, it eventually let me withdraw 16986 euros. Went to bed feeling very happy, but that was the beginning of painful experience that I am now going through, I received the email to tell me my withdrawal was being processed on the same day, however 2 days later I received an email from the finance department of cosmik to advise my withdrawal was being cancelled for irregular play. I queried this with them and was given a standard reply quoting reference 103 of their terms and conditions, I checked these conditions and one of the things on there was that I couldn't bet more than 30% of the bonus at any one time, however at no point during the betting did I get any error messages or preventions from stopping me doing any big bets. So fine, I accept this and ask them to return my deposits I made after I had requested the refund of 16986 euros, as I wouldn't have put more money on if I knew I wasn't going to get anything back from the withdrawal request. Cosmik said that they would honour returning these deposits but have so far failed to do so and its been nearly 3 days since they said they would do this, all they have done at the moment is put back my first deposit, so currently I have a balance of 72.69 euros, which I can't withdraw as they have a minimum withdrawal of 100 euros. I'm now getting the run around saying that they are processing the deposits as quickly as they can, I can't see why this is taking so long as they were quick enough to remove the 16986 euros I had and credit the 72.69 back onto my account. The total deposits that I am waiting for is 472.78 euros on top of my original deposit of 72.69 euros.

Dear Sir/Madam, I begin my complaint with an extract from a review I read on Cosmik casino: At the end of the day it’s all about the fun you had playing and the care provided, and I have only good things to say about them both. It will be a fantastic experience and in my opinion well worth taking a spin at. Well you can imagine how quickly my delight at winning 2500 Euro on a scratch card turned to utter dismay when I was told that my win had been revoked for “irregular play.” A further email from Cosmik elaborated this as being: • Placing total bets equal to or greater than 30% of the value of the bonus credited to the player account, prior to the wager requirement for that bonus having been met. • Placing total bets equal to or greater than 30% of the value of the deposit. • Using the double-up feature to increase bet values. “Total bets” is defined as the sum of individual bets (lines, chips, hands, etc.) within a round, i.e., the total bet amount when clicking the “spin” or “play” or equivalent button Kind Regards, Verification Team I contested this ruling on the ground that I never bet more than 30% of my account deposits. The only time I made a substantial bet (100 pounds at most) was after I had won 2500 – which I contend to be a deposit in my account and therefore clears me of any breach. I arrive at the view of the winnings as a deposit through the ordinary definition of the word: “a sum of money palced into an account.” The winnings were indeed placed into my account and I gambled on the assumption that the account was available to be to gamble. In terms of the conventions of online gambling, many online casinos will direct gamblers to “reversing a withdrawal” if they attempt to make a deposit while awaiting a pending withdrawal (ie. of winnings). In short, Cosmik offer no grounds for why I shouldn't assume a “win” to be a deposit into my account – for, if it isn’t, then how can it be withdrawn. I cannot withdraw something if it hasn't in the first place been deposited into my account. • Thus, before the effective deposit of my winnings into my account I never bet more than 30% of my deposit. I have attached a game history to show this (over some 3000 bets on slots and blackjack tables) • Secondly, there is no suggestion of fraud or suspicious play - Jeff the account manager said in an email to me that no one at the casino believes i was acting suspiciously or fraudalently at any time. I insert a copy of the email from Jeff, Cosmik’s well-known accounts manager, below Hi, Sorry to be late getting back to you. I have put your case this afternoon to the management of the cosmik. I am also waiting to hear what they have to say on the matter. There is no point me going into the in's and outs of things. But i can assure you, that nobody in the casino, thought or thinks you were doing anything fraudulent. Regards Jeff Does this not beg the question? No suggestion at all of any dodgy gambling and yet the winnings have been revoked? Does this not arouse some suspicion about the purpose of the fabled paragragh 103 or 30% rule as some call it? If Jeff’s acknowledgement of my sincerity raised some eybrows, the the advice from Cosmik’s own customer support officer suggests that there is a history of “using” this clause against ordinary gamblers. Matthais advised me to fight against decisions from “accounting.” Why would a customer support clerk counsel against their own accounting department? I insert the relevant conversation below. Me: I apologise if i have been terse. I feel like i have walked into a nightmare Matthias: ‪hang on, I'm looking for his email‬‬ Me: thank you Matthias: ‪not at all, I can absolutely understand you and I sometimes feel like we have to fight against decisions from accounting‬‬ Matthias: ‪you can reach Jeff at [email protected]‬‬ Me: Thanks Matthias: ‪I apologize for this experience Daniel‬‬ Me: Hope your night is better than mine Me: Cheers Matthias: ‪cheers Daniel‬‬ • Thirdly, when I asked the customer service representative – in this case Amelie - whether i was eligible to play Blackjack after my winnings had been revoked she responded, "of course," suggesting that she herself was either: a) unaware of this clause or b) deliberately obscure and not forthcoming to gamblers about the existence of such a clause. I attach below a copy of that conversation: • Me: Amelie am i allowed to play on blackjack? • Amelie: ‪of course, why not?‬‬ • Me: because the minimum bet is more than 30% of what i have deposited from my credit card • Amelie: ‪well in this case not, unfortunately :(‬‬ • Me: Ok. • Me: Cheers • Me: Have a good night • Amelie: ‪cheers, Daniel‬‬ • Amelie: ‪thx, you too :)‬‬ • Fourthly, my win was advertised extensively on the website for a number of days including after my winnings had been revoked. Mathais said that the advertisement could not be removed manually – in which case other gamblers have been deliberately mislead and a notice should be placed on the website correcting the false advertising. Why is it that they can manually revoke my winnings but not withdraw an advertisement which is falsely luring gamblers to believe that people are winning”big” on their site? • Further, Cosmik refunded me only one of my deposits despite cancelling all my wins. The initial two deposits of 20 pounds were never refunded. The refund that they gave was into my gambling account and not back to my credit card even though they knew I couldn’t withdraw the amount because it was less than 100 pounds. In effect, they were locking my money into their website, knowing full well that I have no choice but to gamble it again and hoping I might win over a 100 pounds to withdraw it. But more pressingly, this raises a contradiction in their own interpretation of rule 103 or the 30% rule: If Cosmik regard the transfer of 20 pounds/24 euros into my account as a deposit or reestablishing a deposit, then surely the transfer of a 2500 win from Cosmik into that same account is a deposit, too. If I am only person who can deposit into my account, then the money should have been returned directly to my credit card and I should be the one to enact or make a deposit – something which Cosmik claims they cannot do-ie. make a deposit). Quite Clearly, by Cosmik’s own reasoning, there was a 2500 euro deposit into my account when I won the money, so in fact I never breached the Casino rule by gambling 100 pounds on blackjack after that deposit was made. By way of conclusion, I return to the original « glowing » review that i read about Cosmik on the Reviewed Casinos website. At the end of the day it’s all about the fun you had playing and the care provided, and I have only good things to say about them both. It will be a fantastic experience and in my opinion well worth taking a spin at. Does this sound like fun? And providing care? Or a fanstatstic experience? In fact, given that Jeff acknowledged that no accusation of foul or fraudulent play was being made against me, it is hard to avoid the conclusion that this is just another instance of a bully beating up on the smallest kid in the yard. There is nothing I can do. But I hope I have been heard!

I came to play Live blackjack and there are two tables, one with a minimum of £5 and another with a minimum of £25. I managed to play on the £5 table and lost money until it closed(which I'm surprised about), I'm not a high roller so I do not deposit thousands but I was willing to risk a couple hundred on the £25 table and ending up winning. They did give me a refund on my last deposit as they declined my withdrawal for irregular play (can't bet more than 30% of original deposit) but they didn't refund me on the first couple of deposits for the irregular play that I had lost. I made 3 deposits of 25, 50 and 50.With each deposit I had broken the minimum bet rule which can clearly be seen in the bet history but was only refunded for the last one because I made money. I've been waiting almost 48 hours for a response to refund my other payments. So main point is Verification Team is kind enough to refund only last payment even though I played "irregular" from my first deposit.

I opened account with them on 5th November I saw advertise on one of a gambling websites and they seems ok.I feel sorry for my self that I did not check reviews of this casino before I start to play I could avoid this nightmare and bad experience with them. On the same day I deposit 1300 pounds and won 2500 euro. I made a withdrawal on the same evening. They send me an email with my pending withdrawal. Next day I decide to close my account because I want to give up gambling and I send them an email on 6th November. Same day manager Jeff rang me and offer me a bonuses but I said I do not want bonuses just to close my account he response to me that takes 7 days to close my account. In the mean time my withdrawal was pending until 12,11,14. No one contact me regarding my withdrawal I was contacting them milion times to make sure they will process my withdrawal they ask me to send my documents it wasnt easy to send anything because they had automatic system message that my documents size is too big.I spend half day to send my papers to finance department at the end I send everything to Jeff and he passed all my docs to them. My withdrawal was pending for 7 days it seems like they keep that long pending withdrawal to able the person lost the winnings. I passed full veryfication and I was thinking I will get my money shortly. On 12th Nov I received email that my withdrawal is approved. And again nothing I contacted customer support milion times and they said my payment is delayed but hoppefully I should get my money on friday 21.Also they suggest to contact my account manager Jeff he should help me. I decited to email him and he response to get back to him on this matter because they working to close my account< requested on 6th November> After this email I send one more and he did not response to it. This situation is very stressfull and waisting my time . I feel like and idiot who is begging for my own winnings. If This is the worst casino I ever played and I wish to never opened account with cosmik casino with own cosmik rules. They ignored me and do not have respect to my emails and to me. Hope this situation will end up with happy end. Also I check my spam and junk mail constantly and I can proof everything. I

I have had a withdrawal pending of 3161 Euros now since 22/10/14. I have been repeatedly fobbed off with excuses about the withdrawal being processed by accounts yet nothing has materialised. Its not a bad casino with some good slots which is all I have played, but surely this goes against the grain of how a online casino operates. I have a further 3100 euros to withdraw and am very worried this will drag on.

Cosmik Casino have confiscated my winnings of 2071,35€, stating "irregular play". I received this by email on September 10. I replied back on September 12, asking to explain me what I should have done wrong. From there, I have received no reply at all. I asked again for a reply on October 7, but nothing happened. I have carefully read the terms and cannot see what I should have done wrong, so this is why I find confiscation totally unacceptable, and even worse that I don't even receive a reply. I don't feel I'm a valued customer, and it feels bad to be treated like this.

I won £600, they are refusing the pay it due to "irregular play". When I first went on their site I pressed "max bet" by accident, then when I pressed "spin" it continued doing the "max bet", this happened five times and as a result they have said I cannot have the withdrawal due to "irregular play". Firstly, this happened on my first deposit, all that money was wiped out and I won on my second deposit so it shouldn't happen anyway. Secondly, how can a game let you play, let you win and then you be told you've essentially cheated and can't have it? There should be a warning, no one reads all the T's and C's and no one expects such a ridiculous rule. Very angry about this, they are not responding which makes it worse.

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

Having read other complaints it looks as though I have become another victim of this casino. I have deposited well over £500 over the last few weeks and then having finally had a winning streak I have tried to withdraw 500 euro. They have declined me on the basis of a technicality in the T&C's regarding not being able to bet more than 30% of deposit! This is unheard of in the industry and I suspect would not stand up the the Unfair Terms and Conditions Act (I am willing to test this). If I have breached a technicality surely they should tell me at the time and not let me continue to deposit knowing that I could not get a penny back out because of this technicality.

on 20/09/2014 and the 22/09/2014 I deposited a total amount of around £2000. On the 20/09/2014 I made a withdrawal of 2500 euro around £1950 sterling, I received an e mail on the 22/09/2014 to say withdrawal approved and funds will be with me in 3 to 5 business days, after waiting last week and contacting Jeff Edwards my account manager, and support and live chat I have received nothing . I am a fully verified member . I played the site with my own funds and no bonuses. I have now been told I am going to be paid in the morning Monday 29th September 2014. I have screen shots of all my deposits and the one withdrawal in the past 30 days of 2500 euro which this complaint is about,All e mails too and chat conversations saved to file.I am writing this because It should of been paid back to my mastercard which I used to deposit the funds,I am now looking at charges of interest on the balance of the card as these winnings have not been paid back to the card. I am pretty furious to say the least.

on the 4.09.2014 i made a deposit of 20 euro deposit i got 200% bouns from the casino in total i had 60 euros in the account. i played for 6 hours i completed all my waggring which was 35x60 in this time i won 4500 euros i went to cash out after some days the manager told me i had broke the t&c, casino said i placed one bet of 10 eurs so i broke the rules, so they will not pay me i asked what i had done he told me i made one bet more that 30% of the balance then he came back to me in a few days saying they are going to take 2000 away from the balance and i would get 2500 as a good will but i cant have it all at once they will give me 1500 and then the rest later i got the 1500 in my account then i put in for the 1000 he said i cant have it yet so i put in for 300 wich i got last week then i put in for 700 he told me i wont get that for a long time so i should play and i will get it so i playes with 700 and lost it all i also asked the casino in may i won 2000 and i played the same game the same way with the same deposit the same bouns if i had made a mistake why wasnt i made awer of this by the casino as they paid me in may with no probblam i was told to take the money they was offring or they would take it all and close my account

I claimed a welcome bonus here and ended up with a balance of £2856.53 after wagering approximately 90 days ago. I submitted a withdrawal request, and after a delay of over a month and several conversations with my account manager, I was informed that if I split my withdrawal into 2, I would be paid them both out quicker. So I requested my first withdrawal of 1500, which was paid out. The next day I requested a withdrawal for the rest of my balance, approximately 1350. This was around 2 months ago, and after chasing up probably about 15 times with my account manager, I keep being stalled further, the usual responses are that the payments team are not in, or I will have it by such and such date.

I've played at Cosmik casino off and on for years, and have previously had a few withdrawals that were paid without a problem. However, on 29 June I requested a withdrawal of €4193, and it has not been paid. I've attempted to contact them about this a number of times, but they do not respond. I was told a month ago that the withdrawal was approved, and I would receive it shortly, but that did not happen.

Cosmik Casino keeps winnings contrary to their own terms. I won a lot and after requesting winnings I was told I`d not receive them as I made bets larger than 30% of the deposit. I was surprised at first, as the bonus terms clearly stated I should not bet more than 30% of the bonus, which I did not. I later found out that their general terms said bet more than 30% of deposit were not allowed. This is clearly a misleading tactic - putting more favourable terms in the bonus terms and worse terms in the general terms section. What is more important is that general terms say that in an event of conflict between general terms and promotional terms for a specific bonus the latter should be applied. So it`s clear they have no right to void winnings as I have not violated promotional terms by betting more that 30% of bonus. The casino did not respond to my concerns in any way. It seems that they forgot about that term setting priority to promotional terms exists at all and have nothing to argue their ill-conceived position. I`d be more than happy to change my opinion and comments about them if they decide to act fairly now.

I deposited £20 into my account (then converted to Euros) and it appears I received a 50% bonus which was not applied for, required or used. Within my first few transactions on the slots, I had a few winners and subsequently increased my wager amount - never exceeding my deposit amount and not needing the 'bonus' to make the winnings possible. I then opted to withdraw in excess of €500 and at which point, the €13 bonus was removed from the total. I later receive an e-mail stating my winnings were cancelled and my withdrawal declined due to 'Irregular Play' with what appears to be a standard automated response saying I have wagered more than 30% of my deposit amount (deposit being €24 and maximum wager was €10 in one slots transaction). No explanation was received as to accusing me of 'Irregular Play' and so far no response to my formal complaint logged earlier today. My wagers were fair and accepted by the casino, so why cancel my winnings? It appears the 'bonus' element is not an issue, more to the fact is that I have bet more than 30% of my deposit amount, which was accepted by the casino when wagering this amount. It appears it wouldn't have been a problem if I had lost! Nevertheless, the wager was honest, fair and accepted, yet the casino now refuse to pay my winnings.

Having made a number of deposits with the casino and played on both slots and roulette I had eventually a balance of 2400 euro which I set to withdraw by bank transfer. Having submitted all required documents I received an email stating that my withdrawal had been cancelled and funds removed due to Irregular play. I contacted online chat who were very unhelpful and advised my that I breached their terms with 'large bets'. I have played at many online casinos and have never seen this before. It just seems like absolute theft and such a terms as Irregular pay is totally open to cosmiks own interpretation, I am not some bonus scammer i made deposits and played fairly. If you could help me to resolve this I would be very great full. Thank you

I deposited £50 (GBP) at Cosmik casino on 29th May which was converted to €59, and I also received a deposit bonus - I instantly contacted the live chat facility to have this removed. I then played a number of games, mainly various types of blackjack, with a degree of success and at one point my balance was over €400. After playing some more this reduced to €387.50 which I promptly withdrew. After several days of hearing nothing about my withdrawal, I received an e-mail stating that the withdrawal had been declined - with no explanation as to why. I contacted live chat on Thursday 5th June and was told that I had to speak to my account manager 'Jeff', who had left work but would be in the next day at 8am and a message would be left for him to call me right away. Friday morning came and with no call by 9am I went back on to live chat and asked for Jeff, only to be told "he isn't working today, come back Sunday". I asked for another manager to be told that there were none in the office - what sort of online casino has no managers available or in the office?? Clearly a lie to try and fob me off! The assistant on live chat then explained that the winnings were void due to 'irregular play', which involves placing a bet of more than 30% of the bonus value. When I then explained that I didn't use a bonus (had it cancelled), it was pointed out that this policy also applies to 30% of a deposit value?? Therefore when depositing my €59, the biggest bet I could place was €17.70. And if by some miracle I won 10 hands on the run so my balance was over €200, the maximum bet I could place would STILL be only €17.70!! it's absolutely nonsensical, and a complete and utter con designed to avoid EVER paying out any winnings. These T's & C's (which I have never heard of at ANY other online casino, and I have played at many!) are not clearly explained on signing up and are not like any other online casino. Unless my winnings are reinstated and credited to my bank account I will not rest and will not stop this complaint, whether it involves the gambling commission or elsewhere.

Hello I have recently had my withdrawal refused by Cosmik it was for 340euros. I have just logged into my account to see that they have credited my last deposit to my account of 35.01 but where have the other 305euros gone. I was told that my withdrawal had been rejected for irregular play but I had just played normal games mainly blackjack with 10euro hands which was the minimum bet on the table. So how is this irregular play?!