Kosmonaut Casino - Виграш гравця обмежено.

My balance of 208.38 euros was deleted during the game. It was justified by the chat support with bonus rules.

I have on 19.02. used my 2nd welcome bonus and deposited 100 euros. I have therefore received 150 euros and 30 free spins.

With the 30 free spins I won less than 10 euros.

While playing, the balance grew to over 200 euros and suddenly it was deleted except for less euros. It is the deposit day and the bonus has not expired.

The justification of the chat support is that you can win a maximum of 20 euros with bonus spins. I only won a few euros here and won most of it from my deposit bonus.

I therefore ask that the 208.38 euros be credited back to me.

Facts:

Deposit 100 euros with Welcome Bonus 2 (50% + 30 Freespins) on 02/19/2022

With the 1st deposit bonus (100% + free spins/deposit 80 euros) I used the free spins in the same way, won 180 euros and was able to withdraw 250 euros.

Answer from support:

"Dear J****S!

The amount of EUR 208.38 has been written off at the end of the redemption process, as the maximum winnings on the bonus spins is EUR 20. I also recommend you to read the General Bonus Terms (Points 3 and 4). If you have any further questions about this case, please contact us at contant@kosmonautcasino.com .

Sincerely,

Cosmonaut Casino Support Team."

Mein Guthaben in Höhe von 208,38 Euro wurde während des Spiels gelöscht. Begründet wurde es vom Chat Support mit Bonusregeln.

Ich habe am 19.02. meinen 2. Willkommensbonus verwendet und 100 Euro eingezahlt. Ich habe daher 150 Euro erhalten und 30 Free Spins.

Mit den 30 Free Spins habe ich weniger als 10 Euro gewonnen.

Beim Spielen ist das Guthaben auf über 200 Euro angewachsen und plötzlich wurde es bis auf weniger Euro gelöscht. Es handelt sich um den Einzahlungstag und der Bonus ist nicht abgelaufen.

Die Begründung des Chat Supports ist, dass man mit Bonus Spins maximal 20 Euro gewinnen kann. Ich habe nur wenige Euro hierbei gewonnen und den Großteil aus meinem Einzahlungsbonus gewonnen.

Ich bitte daher darum, mir die 208,38 Euro wieder gutzuschreiben.

Fakten:

Einzahlung 100 Euro mit Welcome Bonus 2 (50 % + 30 Freespins) am 19.02.2022

Beim 1. Einzahlungsbonus (100% + Freespins/Einzahlung 80 Euro) habe ich genauso die Freespins verwendet, 180 Euro gewonnen und konnte mir 250 Euro auszahlen lassen.

Antwort vom Support:

"Dear J**** S.!

The amount of EUR 208.38 has been written off at the end of the redemption process, as the maximum winnings on the bonus spins is EUR 20. I also recommend you to read the General Bonus Terms (Points 3 and 4). If you have any further questions about this case, please contact us at contant@kosmonautcasino.com.

Sincerely,

Kosmonaut Casino Support Team."

Dear joergschuirmann,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving this issue, but, before we do so, could you please forward your game history to petronela.k@casino.guru?

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

Best regards,

Petronela

Ich habe eine neue Antwort vom Casino erhalten auf die ich selber nochmals geantwortet habe:

" Sorry, but this are not the rules.

If that were the case, it would be impossible to make a profit with an active bonus.

General Bonus terms:

3. ..... Also, you start playing for real money first, then for bonus money, _and as soon as bonus money is lost, the bonus also gets lost._

4. When using an activated bonus, the real money from the player's account is wagered first and only then the bonus money.

I had 100 euros of my own money and 50 euros in bonus. The money went up, not down, so I can't have lost a bonus (clause 3). In addition, I only had a bonus of 50 euros, so why am I being deducted 208 euros?

Am 20.02.2023 um 13:32 schrieb Kosmonaut Casino Support:     

"Dear Joerg,

the money was removed in accordance with the rules of maximum winnings.

Clause 3 and 4 of the General Bonus Terms. You have lost your own money, then wagered free spins, after that the winnings were automatically cut off.

Sincerely,

Kosmonaut Casino Support Team. "

"  We’re sorry you're upset, but those are the rules, if there's anything else I can do for you, please contact us."

Thank you, joergschuirmann, for the update. Could you please if you requested your game history already? If yes, please forward it to petronela.k@casino.guru.

Thanks very much.

I have just requested the game history and will forward it as soon as I receive it.

Vielen Dank.

Ich habe den Spielverlauf soeben angefordert und leite Ihn weiter, sobald ich Ihn erhalten habe.

I requested game history and got the following response:

"    Peter

  Thu, 02/23/23 9:37 am

   Hello!

We are sorry to hear that the experience you had with us wasn't enjoyable for you.

The administration of the casino decided to continue our conversation on Casino Guru. We will answear you there.

Best regards! "

Thank you very much, joergschuirmann, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello joergschuirmann,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I want to double-check a few things.

Did you gain your winnings with the "normal" deposit bonus or with free spins? When you finished wagering the free spins, were the winnings credited to your bonus balance or your real money balance?

I will contact the casino to see if I can help.

We would like to invite Kosmonaut Casino to join the conversation.

Dear Kosmonaut Casino,

Can you please forward me the player's game log to check how the player gained the disputed winnings? You can send it to me at michal.k@casino.guru

Hello Michael,

it was the 2nd deposit bonus with 50% and 30 freespins with a deposit of 100 euros. With the free spins I won less than 10 euros. From the approx. 160 euros I now have an account balance of over 300 euros. When my account balance was around 220 euros, 208 euros were suddenly deducted from me. My account balance was always shown as real money, it just wasn't available for withdrawal because the required turnover hadn't been reached yet.

With the first deposit bonus, I played the same way with the bonus and the free spins and was able to pay out 250 euros.

Hallo Michal,

es war der 2. Einzahlungsbonus mit 50% und 30 freespins bei 100 Euro Einzahlung. Mit den free Spins habe ich weniger als 10 Euro gewonnen. Aus den ca. 160 Euro habe ich zwischendurch einen Kontostand von über 300 Euro. Als mein Kontostand bei ca. 220 Euro war, wurden mir plötzlich 208 Euro abgezogen. Mein Kontostand wurde immer als Echtgeld angezeigt er war nur nicht zur Auszahlung verfügbar, da der erforderliche Umsatz noch nicht erreicht war.

Beim ersten Einzahlungsbonus habe ich genauso mit dem Bonus und den Freespins gespielt und konnte mir 250 Euro auszahlen.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello, dear Michal!

As far as we know, our managers from the casino side have sent you all the necessary information on player activity, have you checked it?

Thank you for the response and the evidence, Kosmonaut Casino.

Dear joergschuirmann,

I have received your full game log from the casino and it is quite long, so it took me a while to get along with it.

Anyway, I've found that the winnings from your second deposit bonus were mainly from the free spins and not from the "normal" play as from the first deposit bonus. The withdrawal you successfully received from the first deposit bonus was made while you played with the second deposit bonus and it was clearly visible in your balance. You did gain some winnings from your second deposit bonus (not free spins), but the main part of your overall winnings from the second deposit bonus and free spins was from the free spins, and sadly as the maximum winnings from the free spins is "only" €50 the casino has just acted according to their bonus T&Cs. I believe the deduction was made once the wagering requirements for the second deposit bonus has been fulfilled.

Unfortunately, after gathering all the necessary information we are forced to agree with the casino's actions as it just followed its bonus T&Cs.

I can only recommend that you read the bonus T&Cs thoroughly before you activate any bonuses and make sure to follow all the rules to avoid disappointments like this. 

Hello Michael,

Thank you for the feedback. Unfortunately, it is never clear to the player where their winnings come from. Since I only won a few euros during the free spins, it is difficult for me to imagine and understand that the winnings result from this.

But thanks for checking.

Greetings Jörg

Hallo Michal,

vielen Dank für die Rückmeldung. Leider ist es für den Spieler zu keinem Zeitpunkt ersichtlich, woher seine Gewinne stammen. Da ich nur wenige Euros innerhalb der Freispiele gewonnen habe, ist es für mich schwer vorstellbar und nachvollziehbar, dass die Gewinne hieraus resultieren.

Aber vielen Dank für die Überprüfung.

Gruss Jörg

Dear joergschuirmann,

Yes, I can agree with you that the casinos could make these things more clear, or to display the game history in the player's accounts so the players can check their own gameplay, but I know from experience that it is not always possible. I recommend getting in touch with support to double-check any information you are unsure about, such as bonus play winnings or other details.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Michal