Long story short

I had 15000 euro's and had a max withdrawl of 400 euro per withdrawal and could only request 3 withdrawls at the same time.

In december 2021 i started withdrawling through Bitcoin and was payed on monday - wensday - friday.

Now since new year i'm getting payment schedules with 6-8 days. Between payments so they are getting further and further apart without explination.

If i ask for An explination why this is happening i get zero response from the KYC.

I have asked for the possibility of bigger withdrawals also.

I still have a lot of money sitting there that i want out but at the current rate = 400 once a week this is getting ridiculus.

I want to be able to get it out Faster or at least go back to 3 times a week.

Dear Wutse,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the casino's T&Cs and I found this:

"The Casino has the right to determine its own payment and withdrawal terms and maximum and minimum withdrawal amount for each procedure, which may differ depending on the withdrawal method, account status and other possible factors affecting the withdrawal process."

Unfortunately, this is very common when players win a substantial amount of money. Casinos can for many specific reasons change their withdrawal limits. I understand this situation is not ideal, but unfortunately, there is not much more we can do, as long as you are being paid out regularly. I can only leave this complaint open until you receive the last withdrawal, so we can contact the casino in case they stop paying out your installments. Please let me know how you wish to proceed.

Thank you for understanding.

Best regards,

Kristina

Yes but they do state that they payout Evert 24hours. I get that i can't withdrawl big amounts due to the 400 euro per transaction limit. But last Month they payed out , sticking to the schedule each week. So 3 Times a week.

We are talking about months even more than a year to get my winnings out at this rate.

I don't want to bash Anyone, but they should offer a better customer support or offer bigger payouts for these amounts of money

Thank you for your reply, Wutse. Would you be so kind as to forward me your whole cashier/withdrawal history? You should be able to find it in your player's account. Please, forward it to my email address [email protected], or alternatively, you can post it here. Thank you in advance.

Thank you very much Wutse for your email. I will now transfer your complaint to my colleague Andrej ([email protected]) 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.

Got a new schedule ... Well now it's completely once a week,

2 februari

9 februari

17 februari

Each time only 400 euro

At this rate ...

Dear Wutse,

Thank you for the update. I will be assisting you from now on. I’ll try to contact the casino and see if I can help.

I would like to invite CosmicSlot casino to join this conversation and to participate in the resolution of Wutse’s complaint.

Dear casino team,

Could you please state the reason why Wutse is not allowed to withdraw their winnings according to the limits stated in the Terms and Conditions?

Hello, CasinoGuru team and Wutse!

I would like to inform you that due to our T&C we have the right to change some details when paying to players: "The Casino has the right to determine its own payment and withdrawal terms and maximum and minimum withdrawal amount for each procedure, which may differ depending on the withdrawal method, account status and other possible factors affecting the withdrawal process."

Also, I would like to inform CasinoGuru team that the player broke the rules of our brand when was using the VPN services without getting us know about it:

"14.8. reserves the right, at its own discretion, to void any winnings, to forfeit any balance (winnings and deposits) in your account, to cancel any bet, to terminate the Agreement and to suspend for Account Holder the usage of Services or deactivate his/her account if:

- there were strong reasons to believe, that you have disguised/interfered / taken steps to disguise or interfere in any way with the IP address of any Device used to access our Site (such as using a Virtual Private Network "VPN");".

The player have a list of 50+ IPs that he/she was using but we are very loyalty to our players and did not impose any sanctions referring to these rules.

P.s.: I have an evidence of it and can share privately to CasinoGuru team whole list of player IPs.

Best regards,

CosmicSlot team

Dear cosmic slot and casino guru

I have indeed starting using a VPN since januari because your support told me to...

Since januari i could not log in to my account.

So i took a nord VPN supscription to Bé able to log in to my account to request my withdrawls.... I did not use a VPN to play because in december i could log in normaly.

I don't have any intention to blast the casino cosmic slot because you guys are paying me out , really slow but i'm getting my money.

But one payment Every week of 400 euro is a bit slow don't you think?

In this post i added proof that the support team told me to use a VPN

Thank you, CosmicSlot team, Wutse, for the replies.

Dear casino team,

Without taking into consideration the VPN issue and considering the fact that a withdrawal limit of €400/per week can be generally considered very low, is there a possibility to increase the limit to speed up the process for Wutse?

Hello CasinoGuru team and Wutse!

Finance department will double check your request and send you reply directly to your personal email (which was used while registered in our casino).

Best Regards,

CosmicSlot team

Thank you, CosmicSlot Casino team, for the reply.

Dear Wutse,

Could you please give us an update? Has the casino contacted you via e-mail?

Nothing yet, only a new withdrawl schedule with again one withdrawl every week

Thank you, Wutse, for the reply. Do I understand correctly that you still haven’t received an e-mail from the casino?

Nothing concerning raising my withdrawls no

Thank you, Wutse, for the reply.

I’m sorry to hear that, but I’m afraid that since the casino is refusing to increase your withdrawal limits, there’s not much we can do to speed up the process.

As long as the casino pays out regularly, all we can do is recommend you to stay patient, keep this thread open until you receive the last installment, and intervene if there’s a hiccup in the set withdrawal schedule.

With that being said, I’d like to kindly ask you to let us know how would you like to proceed.

i send them an e-mail myself concerning this , asking why i haven't heard from them.

the only response i got back is the same pre written withdrawl schedule e-mail with now a withdrawl each week on wensday of 400 euro.

So yeah now its a bit concistend , but i'm still a long ways off of getting everything out

I also got An e-mail today that 90 percent of cosmic slot is based in Ukraine, so i hope that Payments keep happening.

Thank you, Wutse, for your understanding. I’m truly hoping the current situation in Ukraine will not affect the schedule.

With that being said, I’d like to kindly ask you to keep us posted on any updates regarding the withdrawals.

I’m setting the timer for 14 days.

Dear Wutse,

Could you please give us an update? I’m extending the timer by 7 days. Kindly note that in case you don’t reply in the given time frame, I will have to reject your complaint.

Ok Andrej , i Will keep you posted, for now everything is going like it should. Every week one withdrawl of 400...

Slow but yeah

Thank you, Wutse, for the update. I’m glad to hear that.

As everything seems to be in line, I’m extending the timer by 30 days and would like to kindly ask you to keep us posted. Should there be any concerns, please let us know.

Please accept our apology for the late response. Unfortunately, our colleague Andrej is unable to continue resolving this case due to an illness. Therefore, we will transfer your complaint to Matej ([email protected]) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Wutse.

Could you please confirm that everything is OK?

Dear Wutse,

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 now mark it as 'resolved' in our system.

The player can reopen this complaint anytime.

Dear Wutse,

We assume that your complaint was resolved because you didn't resp[ond in the given time frame.

The player can reopen this complaint anytime.