Cosmobet Casino - Spillerens indbetaling tilbageholdes under en langvarig undersøgelse.

Title: £795 Deposit Withheld – Unreasonable 6-Month "Investigation"

I am submitting a complaint regarding Cosmobet’s handling of my account and funds.

I deposited £795 on 25 February via card (merchant shown as "Wordit") and was able to play normally. My balance increased to approximately £2,500.

When I attempted to proceed, my account was suddenly placed under review. I was informed that this was due to a potential breach of Terms & Conditions, specifically related to multiple accounts.

I would like to clarify that I did not intentionally create multiple accounts and was not aware of any previous account at the time of registration.

Since then, I have received only repeated template responses stating that my account is under "internal review." I have been told that this investigation may take up to six months, during which:

My account is restricted

I cannot access my funds

No confirmation is provided regarding the return of my original deposit

Importantly, Cosmobet has refused to confirm whether my £795 deposit (my own funds) will be refunded, despite multiple requests.

I understand that casinos may void winnings in cases of Terms & Conditions breaches. However, withholding a player’s deposit for an extended and undefined period, without evidence of fraud, is unreasonable and unfair.

Additionally:

No evidence of the alleged breach has been provided

No clear timeline for resolution has been given

All responses appear to be generic and do not address my specific concerns

Given that I am a UK player and paid via card, I am subject to strict dispute timeframes. A six-month delay effectively prevents me from protecting my consumer rights.

Resolution Requested:

I am requesting the immediate refund of my original deposit of £795.

I am not disputing the casino’s right to investigate or to void winnings if a breach is proven, but withholding deposited funds without clear justification or timeframe is not acceptable.

I hope Cosmobet will resolve this matter fairly and promptly.

Kind regards,

[Redacted]

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please confirm if you are aware of having created multiple accounts at Cosmobet Casino?

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification?

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,

Attila

Hello Attila,

Thank you for your response and for looking into my case.

Regarding your questions:

I was not aware at the time of registration that I had previously created an account with Cosmobet. There was no intention on my part to create multiple accounts or to violate any terms.

To my knowledge, no one else in my household has created an account with this casino.

On my first account, I did complete full KYC. On my second, I did not complete full KYC verification as once I sent them my documents my account was restricted and placed under review before I was given the opportunity to proceed with verification.

I fully understand that the casino may investigate potential breaches of their Terms & Conditions. However, my concern is specifically regarding my deposited funds.

I deposited £795 of my own money, and this amount is currently being withheld with no clear timeline or confirmation of refund, with the casino stating that the investigation may take up to six months.

I believe that even if there was an unintentional breach, withholding a player’s deposit

Dear Player,

Thank you for your response. Could you please advise on the timeline of the events? When did you create your first and second account?

Additionally, have you utilized any bonuses on either of your accounts?

Further, could you please share your communication with the casino in relation to this issue? You can reach me at attila.g@casino.guru, or you can attach screenshots here.

Thank you in advance for your reply.

Hello Attila,

Thank you for your continued assistance.

Regarding the timeline:

I created my most recent account in February 2026, shortly before making my deposit on 25 February.

I believe the previous account was created some time ago, however I was not actively using it and was not aware at the time that I already had an account with Cosmobet.

There was no intention on my part to create multiple accounts or to bypass any rules.

Regarding bonuses:

To the best of my knowledge, I did not intentionally use multiple bonuses across accounts. I simply registered and played without attempting to exploit any promotions.

Regarding communication:

I will forward all email correspondence with the casino to you directly so you can review the situation in full.

Please let me know if you need any further information.

As mentioned previously, my concern is primarily regarding my deposit of £795, which is currently being withheld without a clear resolution timeframe.

Thank you again for your help.

Kind regards,

[Redacted]

Hello leejeff97x,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear leejeff97x,

Thank you for your response. Could you kindly check if there is any information available regarding the creation date of your original account in your email inbox? Additionally, I would appreciate it if you could confirm whether you have utilized any bonuses in your second account.

Thank you in advance for your reply.

Hello Attila,

Thank you for your message.

I have checked my email inbox, however I was unable to locate clear information regarding the exact creation date of my original account. It appears that it was created some time ago, and I was not actively using it, which is why I was not aware of it when I registered again.

Regarding bonuses, I may have accepted a standard bonus when registering the second account, but there was no intention on my part to misuse promotions or gain any unfair advantage.

I would like to reiterate that my main concern is regarding my deposit of £795, which consists of my own funds. I understand that the casino may take action regarding winnings if they believe there has been a breach of their terms, however I believe that withholding my deposit for such an extended period without a clear resolution is not fair.

Thank you again for your assistance.

Kind regards,

[Redacted]

Sorry just to confirm, I have used NO BONUS, at all, I have checked

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear leejeff97x,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Cosmobet Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Cosmobet Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on why the player’s account has been restricted and the current status of the verification process.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Samuel,

Thank you for bringing this matter to our attention.

After reviewing the player’s account activity, we can confirm that the customer has opened and used multiple accounts in breach of our Terms & Conditions.

When the player attempted to complete the verification process, our security system automatically detected the presence of multiple linked accounts. As a result, the account was automatically restricted and referred for further internal review in line with our compliance and fraud-prevention procedures.

Due to the confidential nature of the evidence and internal security checks involved, we are unable to disclose sensitive account-related details publicly within this thread.

We would be happy to provide the relevant supporting information directly via email so the matter can be reviewed appropriately. Kindly confirm the best email address for secure correspondence.

Thank you for your cooperation.

Best regards,

Cosmobet Representative

Dear Cosmobet Representative,

Thank you for your response.

I understand your position regarding multiple accounts and your Terms & Conditions. However, my complaint is specifically about the confiscation of my £800 deposit, not any winnings.

While you may rely on internal policies to restrict or close accounts, I do not believe it is fair or reasonable to retain deposited funds that were accepted by your platform, particularly as no withdrawal or fraudulent activity was carried out on my part.

In the meantime, I respectfully request that you reconsider your decision and arrange the return of my original deposit of £800.

I look forward to your response.

Kind regards,

Hello everyone,

thank you, Cosmobet Casino, for your response and for the clarification provided.

I understand that certain details cannot be shared publicly. Please feel free to send the relevant supporting evidence to my email at samuel.s@casino.guru so we can review the case properly.

Dear leejeff97x,

thank you for your clarification. I understand your concern, especially regarding the confiscation of your deposit rather than winnings.

At this stage, we will review the information and evidence provided by the casino in order to better understand the situation and assess whether the actions taken were in line with their terms and conditions.

For now, I kindly ask for your patience while I review the information once received. I will update you here as soon as there is any progress or once we determine the next steps.

Thank you both for your cooperation.

Dear Samuel and leejeff97x,

Thank you for your patience.

Following a thorough review, we can confirm that the player’s account has been restricted due to a breach of our Terms & Conditions related to multiple account usage.

Additionally, certain risk factors were identified during our internal checks, which require us to apply extended review procedures in line with our compliance and fraud-prevention policies.

We understand the player’s concerns regarding their deposit. However, in situations where there are ongoing checks connected to account activity, we may temporarily restrict access to funds until the review process is completed.

Please note that this measure is not a final confiscation, but a precaution to ensure that all processes are handled correctly and in accordance with regulatory requirements.

We appreciate your understanding and patience while this process is ongoing. Once the review is complete, the account will be reassessed and the appropriate outcome will be determined.

Kind regards,

Cosmobet Team

Dear Cosmobet Team,

Thank you for your update.

I acknowledge that the account is currently under review and that this is not a final decision.

However, I would like to clarify that my request relates specifically to the return of my original deposit of £800. As these were my own funds and not winnings, I trust that once your review is complete, this amount will be returned accordingly.

I appreciate the need for compliance checks and am happy to cooperate fully if any further information is required from my side to assist in completing the review.

I would also appreciate an estimated timeframe for the completion of this process.

I look forward to your confirmation.

Kind regards

Hello everyone,

Thank you for the update.

Cosmobet Casino, I acknowledge your confirmation that the account is under review due to suspected multiple account usage and that this is not a final confiscation.

At this stage, since the case is being assessed under "multiple accounts / fraud prevention" grounds, I would kindly ask you to ensure that the investigation is supported by clear and verifiable technical evidence.

If the breach of Terms & Conditions is confirmed, please be prepared to provide relevant supporting data, such as device identifiers, IP history, MAC address correlations, or other internal system parameters that demonstrate a clear link between the accounts in question.

Once the review is completed, I will also expect a clear summary of findings explaining how the conclusion was reached.

I will now wait for your update on the outcome of the investigation.

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.

Dear Samuel,

Thank you for your message.

We can confirm that the investigation has identified a clear connection between multiple accounts registered by the player, including matching verification information and additional internal security indicators.

Relevant supporting information and evidence have been provided privately for Casino Guru’s review.

At this stage, the review is still ongoing and no final decision regarding the funds has yet been made. Once all internal checks and payment-security monitoring procedures are completed, the case will be reassessed accordingly.

We appreciate your patience and understanding.

Kind regards,

Cosmobet Team

Dear Cosmobet Team,

Thank you for your update.

I acknowledge your findings regarding the linked accounts and understand your position under the Terms & Conditions.

However, I would respectfully reiterate that I am not requesting any winnings or bonuses. My request relates solely to the return of my original £800 deposit.

As these were my own deposited funds, I kindly ask that this be considered separately once the review is concluded and that a fair and proportionate resolution can be reached.

I would also note that this matter has now been ongoing for approximately three months without a final outcome regarding the funds. I would therefore appreciate clarification on the expected timeframe for completion of the review and final resolution.

Thank you for your continued communication, and I look forward to your response.

Kind regards,

Hello everyone,

thank you for the update, Cosmobet Casino.

I confirm that I have now reviewed the supporting information and evidence provided privately. Based on the materials reviewed so far, there does appear to be a clear connection between multiple accounts associated with the player, including matching verification details and additional security indicators.

I also understand that there are currently ongoing payment-security checks related to the case, including concerns that still require internal review from the casino’s side.

Dear leejeff97x,

I acknowledge your request regarding the return of the original deposit and I understand your position. However, at this stage, the evidence reviewed so far supports the casino’s concerns regarding breaches of their Terms & Conditions related to multi-accounting.

That said, as the investigation and payment-security review are still ongoing, I will wait for the casino’s final conclusion before making a final assessment of the complaint.

Dear Cosmobet Casino,

please keep us updated once the remaining checks are completed and provide the final outcome of the review, including the status of the player’s funds.

Thank you both for your cooperation.

Dear Casino Guru and Cosmobet Team,

Thank you for the update.

I understand and accept the findings regarding the linked accounts and I am not disputing the casino’s decision in that respect.

However, I would once again respectfully ask that consideration is given to the return of my original £800 deposit. I am not requesting any winnings or bonuses, only the return of my own deposited funds.

This matter has now been ongoing for approximately three months and the delay is causing me considerable financial stress and hardship. £800 is a significant amount of money to me, and the uncertainty surrounding the outcome has become extremely difficult.

I fully acknowledge the breach of the Terms & Conditions, but I sincerely hope a fair and proportionate resolution can still be reached regarding the deposit.

Thank you for your time and consideration.

Kind regards,

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.

Dear Cosmobet Team and Casino Guru,

Thank you for the update regarding the ongoing review.

I fully acknowledge the findings concerning the linked accounts and I understand the casino’s position regarding the breach of the Terms & Conditions. I am not disputing the restriction or closure of the account, nor am I requesting any winnings or bonuses.

However, I would respectfully point out that the Terms & Conditions state:

"In all cases provided in this clause, the Company may at its sole discretion terminate the Account due to suspicion of fraud and refund back the last deposited amounts minus 20% of that amount charged as a transaction fee."

As the remaining balance consists solely of my original deposited funds, which were not gambled away or converted into winnings, I kindly request that this provision is applied in my case and that my last deposit is refunded minus the applicable 20% fee in accordance with the Terms & Conditions.

I would also note that this matter has now been ongoing for approximately three months without a final resolution regarding the funds, which has caused significant financial difficulty and stress.

I therefore respectfully ask that the review is concluded as soon as possible and that a fair and proportionate resolution is reached regarding my deposit.

Kind regards,

Dear leejeff97x,

Thank you for your message and for your continued patience throughout this process.

We understand your concerns regarding the deposited amount and we acknowledge the financial impact the ongoing review may have caused.

As previously explained, the case involves confirmed multiple account usage together with additional payment-security related concerns currently under review by our internal risk and compliance teams. For this reason, we are unfortunately unable to finalize the status of the funds until all necessary checks and monitoring procedures have been completed.

Please understand that these measures are part of our regulatory and fraud-prevention obligations and are applied to protect both the platform and payment processing systems.

At this stage, no final decision regarding the player’s funds has yet been made. Once the remaining review procedures are concluded, the account will be reassessed and the final outcome will be communicated accordingly.

We appreciate your cooperation and patience while this process is ongoing.

Kind regards,

Cosmobet Team

Casino guru - please it’s been over 3 months. They are holding my money for no reason. It’s totally unfair and it’s wrong for them to keep my deposit! Of my own money!

Hello everyone,

thank you for the updates.

Dear Cosmobet Casino,

I understand that the case involves confirmed multiple-account activity and that additional payment-security checks are still ongoing. However, I must also acknowledge the player's concerns regarding the length of the review process.

At this stage, more than three months have passed since the matter was raised, and the player is currently requesting the return of his deposited funds rather than any winnings or bonus-related proceeds.

Could you please provide a more specific update regarding the current status of the review? In particular:

• What outstanding checks are still preventing a final decision from being made?
• Is there an estimated timeframe for the completion of the review?
• Has the casino already determined whether the player's deposits may be eligible for a refund under the relevant Terms and Conditions provision referenced by the player?

A more concrete update would be greatly appreciated, as the case has now been ongoing for a considerable period of time.

Dear leejeff97x,

I understand your frustration, especially given the time that has already passed. At this stage, I would first like to hear the casino's clarification regarding the remaining review and the possibility of a deposit refund before reaching any conclusions.

I will await the casino's response.

Dear Samuel, dear leejeff97x,

Thank you for your messages.

We understand the concerns raised regarding the duration of this case and would like to provide further clarification.

As previously confirmed, our investigation established that multiple accounts were operated in breach of our Terms & Conditions. The connection between these accounts has been verified, and the relevant supporting evidence has already been provided privately to Casino Guru for independent review.

While the account linkage review has been completed, the case remains subject to additional internal compliance, payment-security, and risk-management procedures. These processes must be finalized before we can make a final determination regarding the status of the funds.

At this stage, no final decision has been made regarding the player's deposited funds. The player's request for the return of the deposit remains under review and will be assessed once all required procedures have been completed.

Based on the current status of the case, we anticipate that the review may require approximately a further 90 days. Once the review has concluded, we will provide Casino Guru and the player with a final update regarding the outcome of the case and the status of the funds.

We appreciate both Casino Guru's and the player's patience and cooperation while this process is ongoing.

Kind regards,

Cosmobet Team

Hello everyone,

thank you for the updates.

Dear Cosmobet Casino,

thank you for the clarification. I have noted that the multiple-account investigation has been completed and that the player's request for the return of the deposited funds remains under review due to additional internal compliance procedures.

I understand that these checks may take some time, however, I would kindly ask you to keep both the player and me informed about any meaningful progress and to provide an update as soon as there is any new information regarding the status of the review.

Dear leejeff97x,

I understand your concerns and frustration given how long this has already taken. For now, I will keep the complaint open and wait for the casino's next update regarding the outcome of the remaining review and the status of your deposited funds.