Kosmonaut Casino - プレイヤーの出金が遅れている。

Hello!

I tried to withdraw money that I won. On the mobile version the website ad states that you don't need KYC until a withdrawal of 1500€.

After reaching out to the support its actually 1000€. So I tried to withdraw 1000€ instead of 1163€ - now the live chat support told me that the withdrawal will only be processed after the KYC-Process is done because it has already been initiated (still, none of my uploaded data has been verified).

This is basically fraud because they try to get your money with wrong advertisements.

Please assist in this case as I really need that money.

Dear c5srx49hpn,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear c5srx49hpn,

Have you received your withdrawal from the casino yet?

Dear c5srx49hpn,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.