Dear Alexander,

Thank you very much for submitting your complaint. I’m sorry to hear about your misfortunate situation. Please allow me to ask you, did you get in touch with the bank, and you were told, that no transactions have been received? I suppose that this was your first attempt to withdraw the winnings. Could you confirm it for me, please? Thank you in advance for your reply.

Best regards,

Kristina

Yes, I got in touch with bank, they didnt see any transactions like these.

Thank you very much Alexander for your reply. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear Alexander,

I’m sorry to hear about your problem. I’ll take care of your complaint from now on and I‘ll try my best to resolve it.

I would like to invite Cosmoswin Casino into this conversation.

Dear Cosmoswin Casino,

Can you please clarify the situation and share with us the findings of your investigation of the issue?

We would like to ask Cosmoswin 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’.

Dear Alexander,

We are sorry to hear about your disappointment and we would like to confirm that according to our system your withdraws have been sent successfully. We are still in the process of investigating if there was any issue during the processing and unfortunately this takes a it more time than expected. In the meantime, you can do the following:

1. Check with your bank again - sometimes the delays are unexpectedly big
2. Provide us with a bank statement from the past 1 month
3. Contact us via your registered email and confirm your bank account details

We hope you receive your money soon and are back on our site in no time ??

Cheers,

Cosmoswin Team

Hello!

1) I Checked my bank again- nothing

2)Provide us with a bank statement from the past 1 month. - I cant add it right down, but I sent it to your email

3) Contact us via your registered email and confirm your bank account details. I did it, but didnt get feedback

Dear Cosmoswin Casino,

I would like to ask you to let us know once there is progress in your investigation of the issue.

We would like to ask Cosmoswin Casino to inform us of the progress in the investigation of the issue. We are extending the timer by 7 days. Please note that if the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear Alexander,

Have there been any developments regarding this case? Unfortunately, we have not received any further information from the casino representative.

Hey CasinoGuru,

we helped our astronaut Alexander with his money immediately after we received an alert from this thread. We were hoping he would confirm here but we are believe he is enjoying his winnings.

For the sake of transparency, the issue was with his bank bouncing back the amount we were trying to send several times and getting the money back in his Cosmoswin Account was taking time. Eventually we sent him his winnings on a different payment option.

We are happy the case is now closed succesfully and everyone is setisfied ??

Regards,

Cosmoswin Team

Thank you, Cosmoswin Casino, for you cooperation.

Dear Alexander,

Could you please confirm that the issue has in fact been resolved? We are extending the timer by 7 days. Please kindly note that in case you fail to respond in the given time frame, we will have to reject your complaint.

Dear all,

Unfortunately, even though we assume that the issue has been resolved, we are forced to reject this case because the player stopped responding to our messages and questions.

The player can reopen this complaint anytime.