Hello, I requested a payout of €230 two weeks ago on April 2nd. The previous payout came into my account within hours, but I have been waiting for this payout for two weeks now. Apart from the payout email stating that the payout is being prepared, I have not received any further emails. The status of the payout is still being processed. Support is not responding or can no longer be reached at all, neither via live chat nor email. I would like a solution to the problem.

Guten Tag , ich habe am 02.04 vor 2 Wochen eine Auszahlung über 230€ beantragt , die vorherige Auszahlung kam innerhalb von Stunden auf mein Konto, bei dieser Auszahlung jedoch warte ich nun seit 2 Wochen , bis auf die auszahlungsmail in der steht das die Auszahlung vorbereitet wird habe ich keine weitere Mail erhalten, der Status der Auszahlung ist immer noch in Bearbeitung, der Support antwortet nicht bzw l?sst sich mittlerweile garnicht mehr erreichen, weder per Livechat noch per email, ich bitte um L?sung des Problems. 

Dear Fratellog,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Fratellog,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

No, the withdrawal was not successful and there are no new developments, the casino still ghosted me

Nein die Auszahlung war nicht erfolgreich und es gibt keine neuen Entwicklungen, das Casino hat mich immer noch geghostet

Thank you Fratellog for all the information provided. I will now forward your complaint to my colleague Martin ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Fratellog,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Kosmonaut Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain to us what happened? I understand that there is a possibility of the casino being overwhelmed by a large number of withdrawals, but is there a particular timeframe, in which Fratellog can expect his withdrawal to be processed?

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 Fratellog,

we are extending the timer again, as we want to explore some other ways to establish contact with the casino. If there are any new developments on the matter, please keep us updated.

Dear Fratellog,

I have tried to contact the casino multiple times but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will now mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

I would also like to advise you to contact the Cura?ao Gaming Control Board Licensing Authority and submit a complaint through their official contact form at https://www.gamingcontrolcuracao.org/contact. Please make sure to include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at http://www.kpvfaw.com/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at [email protected]