Cosmobet Casino - 플레이어의 출금이 압수되었습니다.

So I have been using the site for a little while and I logged onto my account earlier this week to find a £310 cash bonus which was won by wagering in the previous month. Great.

I then was able to turn this £310 into £6,100 as of yesterday afternoon. With that in mind I decided to withdraw £3,300. My previous withdrawals I’ve had no issues.

When I woke up this morning to check the status I had an email to say that they had cancelled my withdrawal and then system withdrew £4,550 leaving me with £1,550 to withdraw.

Now the rules say that the cash bonus can only be withdrew up to £1,550. If that is the case then okay I understand that rule but how can they then withdraw my balance of £4,550? That is money which I had won. At what point does the cash bonus winnings turn into balance which is mine.

The worst thing is that I was able to successfully request a withdrawal of £3,300 and continue playing with my balance. I could have won additional money but they are saying that absolutely anything after £1,550 essentially doesn’t count and isn’t mine? Makes no sense.

i have deposited way more than the £6,100 I have won on this occasion with this casino and this feels incredibly unfair and wrong.

Dear TR97,

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

7.2. Cashback/discount bonus is such bonus amount, which may be credited to the user, who spent deposit funds during the playing and each of them has wagering requirements and maximum withdrawal limitation. Maximum withdrawal is 5 times bonus amount.

The term clearly states that you can withdraw a maximum of 5 times the bonus amount. Sadly, there is not much I can do to support your case at this time, especially when the casino shares all the relevant information on the website. Casinos try to design their bonuses to be as attractive as possible, and setting a maximum cashout limit for bonus winnings is very common.

Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.

Thank you very much in advance for your understanding.

Best regards,

Kristina

Dear TR97,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.