Cosmobet Casino - 選手の撤退は52日間延期された。

It has now been 52 days since I requested a withdrawal of 2500 EUR. Two days later, that is 50 days ago, I requested an additional withdrawal of 200 EUR. I have not received any money.

Cosmobet claims to have processed the withdrawals and has sent a document they assert is proof that everything was handled correctly on their end. The documents prove nothing. My bank (SHB) has assured me several times that they have not denied any transaction.

The payment was made via SEPA, and Cosmobet claims it was executed through Bankera. I have contacted Bankera three times, and they only respond that they can only release information to the party that made the payment. I have therefore asked Cosmobet to contact Bankera, which they are completely unwilling to do. Their support repeats that I should be patient and that the money will be deposited back into my gaming account as soon as it returns to Cosmobet. Then they close the chat.

52 days should be sufficient for any transactions to revert and for Cosmobet to address the issue.

Det har nu gått 52 dagar sedan jag begärde ett uttag på 2500 EUR. Två dagar därpå, dvs för 50 dagar sedan, begärde jag ett uttag på ytterligare 200 EUR. Jag har inte mottagit några pengar.

Cosmobet påstår att de har utfört uttagen och har skickat ett dokument som de hävdar är bevis för att allt har skötts korrekt från deras sida. Dokumenten bevisar ingenting. Min bank (SHB) har vid flera tillfällen försäkrat mig om att de inte nekat någon transaktion.

Betalningen gjordes via SEPA och Cosmobet hävdar att utfört den genom Bankera. Jag har vid tre tillfällen kontaktat Bankera som bara svarar att de endast kan utge information till den som gjort utbetalningarna. Jag har därför bett Cosmobet att kontakta Bankera, vilket de är fullständigt ovilliga att göra. Deras support upprepar att jag ska ha tålamod och att pengarna ska sättas in på mitt spelkonto så fort de går åter till Cosmobet. Sedan stänger de chatten.

52 dagar ska vara tillräckligt för vilka transaktioner som helst att återgå och för Cosmobet att hantera problemet.

Dear EG13,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Cosmobet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you made deposits in the casino using said bank account? Have you verified your payment method during KYC verification?
• Were any previous withdrawals from the casino successful and reached your bank account?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hi Tomas, thank you for looking into this.

I have always deposited money with a card, Mastercard. I have deposited about 20000 EUR in total. I have also had my account confirmed and verified by uploading pictures of cards, passports and letters with my address on them.

I asked before the withdrawal what alternative was available for that, as Neteller apparently does not work for either deposits or withdrawals for my area (Sweden). I was told that I could use SEPA, which I did. My bank has assured me several times that they have not blocked any transactions.

I haven't tried to make any withdrawals from Cosmobet before these two.

I have saved several screenshots from my conversations with Cosmobet support. They all say the same thing: That I should be patient, that my money will not be lost, that the money will be deposited into my betting account as soon as it has been returned to Cosmobet. However, nothing happens and the time it would normally take for a transaction to be reversed if it had been stopped somewhere has long since passed.

At one point, the support (in an email) said that they should contact Bankera, through whom they claim to have made the payment. When I ask if they have contacted Bankera, they refuse to answer. At another point, they said that they cannot share information about the process, otherwise they ignore the question. I ask again and again why they do not contact Bankera if they have done everything right on their own. Each time, they ignore the question and close the chat.

I have contacted Bankera on three occasions and each time received the same answer: that they can only release information to the person who sent the money.

The fact that Cosmobet refuses to even answer the question of why they are not contacting Bankera seems very suspicious to me. They probably haven't actually made any payouts. It would be strange if not just one, but both of them disappeared along the way.

I'll send screenshots to the email you provided. I'm sitting at a different computer right now than the one I have the pictures on.

Hej Tomas. Tack för att ni ser över det här.

Jag har alltid satt in pengar med kort, Mastercard. Jag har satt in ca 20000 EUR totalt. Jag har också fått mitt konto bekräftat verifierat genom att ladda upp bilder på kort, pass och brev med min adress på.

Jag frågade innan uttaget vilket alternativ som fanns för det, då Neteller tydligen inte fungerar för vare sig insättning eller uttag för mitt område (Sverige). Jag fick svaret att jag kunde använda mig av SEPA, vilket jag då gjorde. Min bank har flera gånger försäkrat mig om att de inte har hindrat någon transaktion.

Jag har inte försökt göra något uttag från Cosmobet innan dessa två.

Jag har sparat flera skärmdumpar från mina samtal med Cosmobets support. De går alla ut på samma sak: Att jag ska vara tålmodig, att mina pengar inte kommer att gå förlorade, att pengarna ska sättas in på mitt spelkonto så snart de gått åter till Cosmobet. Inget händer dock och den tid som det normalt skulle ta för en transaktion att gå åter om den någonstans skulle ha blivit stoppad har sedan länge passerats.

Vid ett tillfälle har supporten (i mail) sagt att de ska ta kontakt med Bankera, som de hävdar att de gjort betalningen genom. När jag frågar om de har kontaktat Bankera vägrar de dock att svara. Vid ett ttillfälle sa de att de inte kan dela med sig av information om processen, annars ignorerar de frågan. Jag frågar igen och igen varför de inte kontaktar Bankera om de nu gjort allt rätt från eget håll. Varje gång ignorerar de frågan och stänger de chatten.

Jag har vid tre tillfällen kontaktat Bankera och samtliga gånger fått samma svar: att de endast kan lämna ut information till den som skickat pengar.

Att Cosmobet vägrar att ens svara på frågan varför de inte kontaktar Bankera framstår för mig som mycket misstänksamt. Förmodligen har de i själva verket inte gjort några utbetalningar. Det vore märkligt om inte bara en, utan båda två försvann på vägen.

Jag ska skicka skärmdumpar på mailen du angav. Sitter vid en annan dator just nu än den jag har bilderna på.

Thanks for the provided information.

Has the casino asked for proof from you that the amount hasn't been received by you, such as bank statements ranging from December to today?

At one point in a chat with support, an administrator wrote that, if the money came back to Cosmobet, they could pay it out to my gaming account, if I could prove that I never received the money.

I thought it was a bit of a strange thing to write. If the money has been returned, it obviously hasn't reached me. In any case, they have since just repeated that they haven't received any money back.

So I haven't been directly asked to provide Cosmobet with anything, but there was one time when an administrator wrote something like that. Unfortunately, I don't have a screenshot of that conversation.

If Cosmobet contacts Bankera, they will be told that the transactions did not go through. So I don't understand why they don't contact Bankera, if they have really paid out the money.

I am attaching screenshots from my account from 2024-12-12 to today, 2025-02-15. I have sorted by deposits and amounts between SEK 22,000 and SEK 36,000. The payout of EUR 2,500 should reasonably mean a deposit of just over SEK 28,000.

If needed, I can send a full bank statement, but there are quite a few transactions unsorted. I could also provide a written certificate from my bank stating that they have neither received nor denied the transactions in question.

The deposit from 2025-02-06 is a payout from Instant Casino via IBAN. Apparently it works for Instant Casino to make payouts that way, so it is strange that two payments from Cosmobet have disappeared if they were indeed made.

As I said, Bankera should be able to answer what happened to the money, if it was even paid out.

Regards Erik

Vid ett tillfälle i chat med supporten skrev en handläggare att, om pengarna kom åter till Cosmobet kunde de betala ut dem till mitt spelkonto, om jag kunde bevisa att jag aldrig mottagit pengarna.

Jag tyckte det var en lite märklig sak att skriva. Om pengarna kommit tillbaka har de ju uppenbarligen inte nått mig. Hur som helst har de ju sedan bara upprepat att de inte har återfått några pengar.

Så jag har inte direkt blivit ombedd att tillhandahålla Cosmobet med något, men det var vid ett tillfälle en handläggare som skrev ungefär så där. Jag har tyvärr ingen skärmdump från det samtalet.

Om Cosmobet kontaktar Bankera så kommer de ju få veta att transaktionerna inte gått fram. Så jag förstår inte varför de inte kontaktar Bankera, om de nu verkligen har betalat ut pengarna.

Jag bifogar skärmdumpar från mitt konto från 2024-12-12 till i dag, 2025-02-15. Jag har sorterat på insättningar och belopp mellan 22000 kr och 36000 kr. Utbetalningen på 2500 EUR ska ju rimligen innebära en insättning på strax över 28000 kr.

Vid behov kan jag skicka fullständigt kontoutdrag, men det är ganska många transaktioner osorterat. Jag skulle också kunna tillhandahålla ett skriftligt intyg från min bank om att de varken tagit emot eller nekat aktuella transaktioner.

Insättningen från 2025-02-06 är en utbetalning från Instant Casino via IBAN. Uppenbarligen fungerar det för Instant Casino att göra utbetalningar på det sättet, så det är märkligt att två betalningar från Cosmobet försvunnit om de verkligen blivit utförda.

Som sagt så ska ju Bankera kunna svara på vad som har hänt med pengarna, om de nu ens betalades ut.

Mvh Erik

Thank you very much, EG13, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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 EG13,

I'm Michal, and I have taken over your complaint.I have reviewed this case, and while I understand your dissatisfaction with the whole situation, sadly there can indeed be a small percentage of transactions that can face some delays or issues, and the casino team has very limited control over these occurrences. The variety and accessibility of payment methods are not managed exclusively by the casino. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence and this is not always in the "casino's hands." that's why international casinos have to use a 3rd party payment providers. However, I can agree with you that the casino team could adopt a more customer-centric approach and reach out to Bankera regarding the transactions. I will reach out to the casino to gain further insight into this issue and explore how I might assist.

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

Dear Cosmobet Casino,

While I understand that you have shared the transaction confirmation from Bankera indicating that the funds were dispatched from your end. However, it is concerning that the funds have yet to appear in the player's account, despite a significant amount of time has passed. Could you kindly contact Bankera to check on the transaction's status? The player was informed that Bankera can provide such information only to the sender.

Hi Michal. Thank you for taking care of my case.

It could be that someone other than Cosmobet has failed in handling the payments, but as I said, I can't get that information. My bank hasn't stopped any transactions. Cosmobet can request the information from Bankera and then they will know that the money never reached me.

What I want is the same thing you are now asking Cosmobet to do. That is, they contact Bankera to get an answer about what has happened to the money.

I hope they are more willing to turn to Bankera at your request than they have been at mine.

It has now been over 60 days since I requested the withdrawal. Although there can sometimes be delays, it should have been long enough by now for the money to have either reached me or returned to Cosmobet.

Thank you again for trying to help me.

Kind regards, Erik

Hej Michal. Tack för att ni tar er an mitt ärende.

Det kan ju vara så att det är någon annan än Cosmobet som har brustit i hanteringen av utbetalningarna, men jag kan som sagt inte få ut den informationen. Min bank har inte stoppat någon transaktion. Cosmobet kan begära ut informationen från Bankera och då får de veta att pengarna aldrig kommit fram till mig.

Det jag vill är samma sak som du nu ber Cosmobet om. Det vill säga att de kontaktar Bankera för att få ett svar på vad som har hänt med pengarna.

Jag hoppas de är mer villiga att vända sig till Bankera på din begäran än de har varit på min.

Det har nu gått över 60 dagar sedan jag begärde uttagen. Även om det ibland kan uppstå förseningar borde det nu ha passerat tillräckligt lång tid för att pengarna med all rimlighet skulle ha antingen nått mig eller återgått till Cosmobet.

Tack igen för att ni försöker hjälpa mig.

Vänliga hälsningar Erik

Dear EG13,

Your case is under investigation, and I will get back to you soon.

Best regards,

I hope that means that you are contacting Bankera. It’s been almost two and a half months now since I made the withdrawals. I recently received a complete bank statement from before the time that I made the withdrawals up until a couple of days ago, showing none of the withdrawals credited to my account, that I can provide if necessary. But if you contact Bankera they will tell you the money was never transferred.

And as I have said many times before: my bank has not rejected any transactions.

In December I deposited about 20 000 EUR into Cosmobet. And when I try to withdraw money this happens not once but twice. I think it’s just terrible that you have not contacted Bankera already, given that I numerous times have contacted your support about this issue.

I really hope that with the help of Casino Guru this can be solved.

All I want is my money credited to my bank account.

Dear EG13,

Your case is currently being reviewed, and we will get back to you as soon as possible

Best regards

I've been hearing this for a long time now. It's been almost three months since I made the withdrawals. And for almost three months I've been asking you at Cosmobet to contact Bankera. I've contacted Bankera myself via their live chat on three separate occasions. Each time I've received a response within five minutes. Each time the same response: that Bankera only releases information to the person who sent the money. When I get feedback from Bankera so quickly, it's hard not to wonder why it has to take so long for you.

It's also hard to understand why you can't answer the simple question: Have you contacted Bankera?

It's hard not to be suspicious when you keep avoiding the question and just letting time pass.

I don't want to hear week after week that you're going to look into my case while nothing happens.

I want you to contact Bankera and I want my money.

Dear EG13,

We sincerely apologize for the inconvenience caused. Our team is diligently working to resolve this matter as quickly as possible.

We kindly ask for your patience, and rest assured, a decision will be made shortly.

Best regards,

A decision? I have asked you again and again and again to contact Bankera.

I have not received my money and it has now been 95 days since I requested the first of my two withdrawals.

For the past month you at Cosmobet have only repeated the same thing: that you will look into the matter, without any result whatsoever.

Casino Guru, can you help me here? It seems obvious to me that cosmobet has no intention whatsoever of contacting Bankera, but is just letting time pass. It should be remembered that I have been asking Cosmobet to contact Bankera for almost two months before I turned to you.

I received a response from Bankera within five minutes, so why should it be so difficult for you at Cosmobet? Bankera only releases the information to the sender, so you need to contact them.

If you contact Bankera, they should be able to tell you where the money went.

Your refusal to do so makes me believe that you never made any withdrawals at all.

I have been patient. Now I want answers.

Have you contacted Bankera? If not: why don't you contact Bankera?

These are not difficult questions and you should be able to provide me with an answer.

I want you to contact Bankera and I want my money.

Dear Cosmobet Casino,

Could you kindly confirm whether you have contacted Bankera regarding the resolution of the transaction issue?

Dear Michal,

Could you please provide your email so I can send you the proof? From our side, as I checked, the user successfully withdrew this money; therefore, the user should have received it.

Best regards,

Dear Cosmobet Casino,

Feel free to send me an email at michal.k@casino.guru

Dear Michal,

Thank you, i already sent you.

Best regards,

Dear Cosmobet Casino,

I have replied back with some additional questions and am looking forward to your response.

Dear Michael,

I already wrote to you regarding this case. Please check the email.

Best regards.

Dear Cosmobet Casino,

I have responded to your email.

Dear EG13,

Please forward to me at michal.k@casino.guru your bank statement from December 2024 until recently to confirm that the funds have not been credited to your account as well as any correspondence or confirmation from your bank that the disputed transactions have not been received by them.

Dear Michal,

I have now sent you a pdf from my bank showing every transaction going in to my account from 10 December 2024 until today.

Kindly Erik

Dear EG13,

Thank you for your email. I will continue the talks with the casino team to clarify the matter. I hope to provide an update soon.

Dear Michal,

As I mentioned before, we have already sent you all the necessary information from our side. The withdrawal was successfully processed, so the user should now contact their bank for further assistance.

Best regards

Dear Cosmobet Casino,

I understand that from your side, the case seems to be quite clear.

You have disbursed the winnings to the player and provided evidence of this; however, it appears that the payment is held up at Bankera for an unknown reason. As the sender, you are the sole party capable of instructing Bankera to process the payment (if this is what they need), which they should have completed automatically, or to reverse the transaction so it can be processed via alternative methods. I have shared my thoughts on the situation with you privately, and we can keep the conversation there if you prefer. I remain hopeful that together we will be able to resolve this matter.