Cosmobet Casino - Виграш гравця конфісковано.

Dear Casino Guru Team,

I am reaching out to formally file a complaint regarding Cosmobet Casino's actions. After following all necessary steps to register, verify my account, and play in accordance with their terms, Cosmobet voided my winnings on the basis of a rule I was unaware of—after I had already deposited and received an automatic bonus.

Details of the Issue

Registration and Verification: I registered with Cosmobet from Thailand, using my own identification, phone number, and IP address, without attempting to mask my location. I completed the full verification process, providing all required documents, which Cosmobet accepted.

Automatic Bonus Issue: When I made my first deposit, Cosmobet automatically awarded me a welcome bonus, without my request or knowledge. I assumed this was permitted, as the casino’s system gave it to me without any indication that players from Thailand were restricted from receiving bonuses.

Retroactive Enforcement of Terms and Conditions: Only after I had played and won did Cosmobet notify me that players from Thailand are ineligible for deposit/welcome bonuses, leading them to void my winnings based on this rule.

Unfair Application of Terms: This action is unfair and goes against best practices. If the bonus was restricted for players in Thailand, it should not have been awarded automatically. I acted transparently, providing all accurate details and playing in good faith. Cosmobet allowed me to play with the bonus, only enforcing this restriction retroactively when it was time to withdraw my winnings.

Request for Resolution

I kindly request Casino Guru’s assistance in investigating this matter and helping to restore my account balance and winnings. Cosmobet’s actions are unreasonable and undermine consumer trust. Their system should have either blocked the bonus upon registration or clearly notified me of any location-based restrictions before allowing me to play.

Thank you for your attention to this matter. With your support, I am hopeful for a fair resolution.

the only communication fomr the casino

" Hello,

Thank you for reaching out!

Please be informed that according to our Terms and Conditions, deposit/welcome bonuses are not eligible for the users from Thailand.

Accordingly, the funds were deducted from your account.

For now, you can use your account freely.

For further details, kindly ask you to check the following link: https://cosmobet.com/en/static/terms/generalterms  

If you have further questions or inquiries, please do not hesitate to contact us.

We will be more than happy to assist you!

Have a nice day!

"

Dear phichit,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

When did you create your casino account?

Could you please confirm that you have passed the KYC verification?

Could you please share your communication with the casino regarding the canceled winnings? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

https://casinoguru-en.com/fair-gambling-codex-for-casinos#restricted-bonuses

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

Dear phichit,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

This you mean?

When did you create your casino account? JUNE

Could you please confirm that you have passed the KYC verification? YESSSSSSSSS

Thank you very much, phichit, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello, phichit!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation. In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player.

Thank you!

Thankkk youu

Dear Pavel,

Thank you for bringing this to our attention. We will carefully review the case and get back to you as soon as possible.

Best regards,

Yes hello can you return my full money I did nothing wrong. I register in my own country and won the amount they should pay me if I lose i have nothing

They are NOT paying me out even I am verfied!

Hello, Cosmobet Casino!

Is there any progress in your investigation?

Dear Pavel,

I have already sent you all the detailed information about this case via email. Please check it.

Best regards,

This is not enough you do entrapment you give me bonus and after i win you not pay. You do entrapment.

If I lose you not give me any money back

We are in an ongoing communication with the casino, so I am setting the timer for 7 days.

Hello phichit,

We would like to update you that due to Pavel, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Pavel has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Pavel will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello phichit!

We have received information from the casino along with the evidence that you have created multiple accounts to abuse the welcome package. Do you have any comments on this?

Thank you for the update. However, I must express my confusion regarding the recent accusation that I created multiple accounts to abuse the welcome bonus. I want to clarify that I have no knowledge or intention of violating any rules. I registered for an account with Cosmobet, following the standard process, and I did so because I was offered promotions directly on their website.

In my case, I simply followed the marketing materials presented on their site, which were visible and accessible to anyone, including players in Thailand. The promotions I received were part of the casino’s regular marketing, and I did not receive any indication that I was breaking any rules by claiming these offers.

Furthermore, there is no evidence to suggest that I have engaged in any form of fraudulent activity or account manipulation. I acted in good faith throughout the entire process and complied with the verification requirements requested by the casino.

Could you kindly provide more clarity on how the accusation of bonus abuse applies in this situation? What specific actions or evidence are being considered that led to this conclusion? I believe this is a misunderstanding, and I would like to resolve the matter fairly.

phichit, I will rephrase the question: do you confirm that you have more than one account in the Cosmobet Casino?

I have only one account at Cosmobet which I play with.

I play on my tablet via mobile internet network.

phichit, unfortunately, the evidence says otherwise. Moreover, it shows you were not playing only on the tablet, so, now I must reject your complaint as it is unjustified. Creating multiple accounts is unfair and is not accepted by us.