Cosmobet Casino - 選手の出金は没収されました。

I deposited £180 into my account, this was my 3rd deposit bonus so I got 250 free spins activated soon as I deposited. With the free spins and then the money I won with the free spins I got my account up to just under £16,000. I tried withdrawing £7000 as that was the maximum withdrawal allowed per day and left the rest of the money in my account but my withdrawal got rejected and all the money got taken out of my account by one of their agents. It says on the terms and conditions of the 3rd welcome bonus, which is what I used, that the wagering requirement is 30 x (deposit + bonus) which 30 x £180 is £5400. I reached well above that so I should be able to withdraw £5400? The reason I kept betting was to make sure I reached the wagering requirement so I could withdraw this.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Has the casino customer support specified why your balance was confiscated? If so, kindly forward the email containing their explanation to veronika.f@casino.guru.
• Did you make sure not to place any bets exceeding the maximum allowed amount while the bonus was active?
• Did you complete the wagering requirements for both your deposit and bonus before attempting to withdraw your winnings? Did you receive any notification confirming that the wagering requirements had been completed?
• Could you please send me a screenshot of your bonus history showing the bonus with which you accumulated your winnings?
• What types of games did you play while the bonus was active?

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

Best regards

Veronika