I won 12000.00nzd and did the withdrawal process, received an email requesting photo I.D, bank statement with name and address and bank card that made the deposits. I sent all the documents required but have gotten no response back from them at all. I've been to talk to live chat several times but keep getting told to email Risk Management as my withdrawal is still pending so I send emails to them but have never gotten a reply from them. Its been 4 weeks now and still no reply.

Dear Bubba275,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been advised what specifically seems to be a problem in verifying your account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi no I haven't I've only received 1 email from them for my photo I.d and stuff. There hasn't been any other correspondence from them after that 1 email

Hi I hope everything is ok I haven't heard back from you in a few days

Thank you very much, Bubba275, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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 Bubba27!

I will take care of your complaint from now on. I would like to invite representatives of Cosmo Casino into this complaint in order to help us to resolve the issue.

We would like to ask Cosmo 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 will have negative impact on the casino's rating.

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both parties to reach to a satisfactory resolution.

Thanks for reopening this complaint. Unfortunately I have been out of the office since July and the emails went to spam so I was not aware of the complaint.

I have taken a look at the account and see that we tried to pay the withdrawal, however the player's bank details were entered incorrectly. The player was sent an automated email explaining to reinitiate the withdrawal and to take extra care to ensure the bank details are correct (we can see this email was opened on the same day it was sent), however the player decided to play with the funds instead of reinitiating the withdrawal.

Since the casino did try to pay, however through no fault of our own were not able to, I'd like this case resolved in our favour.

Thanks

Hello Bubba27!

Could you please confirm that your balance was played down?

Unfortunately, after gathering all the necessary information we are rejecting this complaint. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.