Cosmobet Casino - Spillerens indbetalinger foretages uden bekræftelse.

Good afternoon,

This casino has allowed a person who is registered as a problem gambler to deposit thousands of euros using another ID without verifying their identity. I have requested the refunds for the deposits made and the permanent closure of the accounts, but they have not contacted me.

I hope you can help me. Gambling addiction is a disease, and they haven't considered any type of verification.

Best regards.

Thank you.

Buenas tardes,

este casino ha permitido que una persona dada de alta como dependiente del juego realice ingresos por valor de miles de euros utilizando otro DNI sin verificar su identidad, he solicitado los reembolsos de los ingresos realizados y el cierre permanente de las cuentas pero no se ponen en contacto conmigo.

espero que me puedan ayudar. La ludopatia es una enfermedad y no han teniendo en cuenta ningún tipo de verificación.

saludos.

gracias

Dear centeno91,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Self-exclusion policy and I found this:

Self-Exclusion

In case the situation is more serious, the Player may request the self-exclusion for an extended period. You shall contact our customer support team via email and request the self-exclusion for a period of between 6 months and 5 years. In case the User does not specify the period for the self-exclusion, the Account will be closed for 6 months.

It can be difficult to determine whether a person’s gambling has become problematic though. If you have gambling related issues, please mention it while closing the account, so our staff will act responsibly.

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

• Have you ever informed this casino about your gambling problem?
• Could you please clarify if you requested self-exclusion from this casino?
• Could you please clarify the dispute value?

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,

Kristina

Thank you very much for your reply, centeno91. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? I am mainly interested in the self-exclusion requests. Alternatively, you can post it here. Thank you in advance.

Good morning Kristina,

I have attached the conversations from an email but there are 2 emails because 2 accounts were opened.

all the best

buenos Días Kristina,

te he adjuntado las conversaciones desde un mail pero hay 2 mails por que se abrieron 2 cuentas.

un saludo

Do I understand correctly that your son has an account at this casino and that this complaint is about him and his deposit refund?

Does any of these accounts belong to you?

No, they are accounts created by my son which they have not been able to verify because they do not have a copy of our IDs or be able to take a selfie.

However, they have allowed him to deposit money, the status of responsible gambling as a person with a gambling problem and I am concerned that he was able to do this and deposit such amounts.

greetings

No, son cuentas creadas por mi hijo las cuales no han podido verificarlas han no tener copia de nuestros DNIs ni poder hacerse un selfie.

sin embargo lo han permitido ingresar dinero, el estado dado de alta en juego responsable como persona con problemas del juego y me preocupa que haya podido hacer esto e ingresar tales cantidades.

saludos

Unfortunately, your son committed a crime by stealing your identity. I apologize, but this is a case for a local police department, not a mediator like us. We only solve complaints about casinos submitted by players. I understand your frustration and this situation is really unfortunate. However, since none of these accounts belong to you, there is nothing we can do and we are not in a position to assist you or request a refund.

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.