The player from Germany had his account closed because his wife used his phone to play at this casino. We rejected the complaint because the player didn't respond to our messages and questions.
Cosmo Casino - Player’s account has been blocked.
Amount: ??
Cosmo Casino
Safety Index:Below averageSafety Index
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6.4
Cosmo Casino has a Safety Index of 6.4, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 years ago
Public
Mike
Unregistered user
Public
4 years ago
Translation
I should contact you because my account was blocked I had asked a question and that was a misunderstanding I had asked if my account could have been hacked because we had 400 € credited and they were not there the next morning but I didn't know that my wife was on my cell phone and therefore they had blocked my account and that was just a misunderstanding and now I should get in touch with you so that she can be activated
Automatic translation:
Public
Complaint Resolution Center Team Lead
Public
4 years ago
Dear Mike,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Are you sure you were supposed to contact www.kpvfaw.com and not the casino’s support?
I checked the casino’s General T&Cs (https://www.cosmocasino.com/en/terms/) and I found this:
"xi. Account Suspension / Closure
a. Cosmo Casino reserves the right to close or suspend a Player's account at its sole discretion
b. Any unauthorised use of the gambling account may result in the termination of the gambling account."
Would you be so kind and forward any relevant communication between you and the casino to [email protected] if there is any? (Or alternatively post it here).
Looking forward to hearing from you.
Best regards,
Kristina
Public
Complaint Resolution Center Team Lead
Public
4 years ago
Dear Mike,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
Public
Complaint Resolution Center Team Lead
Public
4 years ago
Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.
The player can reopen this complaint anytime.
