Kosmonaut Casino - Výhry hráčů byly omezeny.

I took the Friday Reload Bonus in the Kosmonautcasino on Friday, December 17th, 2021. The bonus consists of two parts, a 50% reload bonus and 30 free spins. These are credited to the account separately. According to the bonus terms and conditions, the reload bonus has no maximum payout limit. With the free spins, the payout limit is set at € 200.

First I fully wagered the 50% reload bonus and requested a withdrawal of € 100 and left a small remaining amount in the account, a few minutes later I was able to withdraw € 50 again with the remaining money and a bit of luck.

Then I took the 30 free spins and successfully wagered the amount won from the free spins and had around € 280. These were automatically set to € 200 by the wager at the end (as described in the bonus conditions). I then paid out the € 200.

The next day I found that my first two withdrawals (€ 100 and € 50) had been canceled. When asked in the live chat, I was informed that I had received the maximum amount of € 200 from the free spins and that the remainder was forfeited according to the bonus conditions. After several attempts to explain that the first two payouts are not related to the free spins, I ended the chat. I also had the chat history sent to me by email, but unfortunately I did not receive it. Unfortunately, I didn't take any screenshots of it.

Summarized:

1) The 50% Friday Reload Bonus was wagered at around 02:15 am

2) The first payment of € 100 was made at 02:19 am

3) The second payment of € 50 was made at 02:24 a.m.

4) Free spins were taken at 02:26

5) Third payment of € 200 was made 02:42

Since the free spins were only taken after two withdrawals had already been made, it must be a mistake by the casino. I will attach screenshots with the relevant transactions.

Ich habe am Freitag, den 17.12.2021 den Friday Reload Bonus im Kosmonautcasino genommen. Der Bonus besteht aus zwei Teilen, einen 50% reload Bonus und 30 Freespins. Diese werden dem Konto separat gutgeschrieben. Der Reload Bonus hat laut Bonusbedingungen keine maximale Auszahlungsgrenze. Bei den Freespins ist die Auszahlungsgrenze auf 200€ festgelegt.

Ich habe zuerst den 50% reload Bonus vollständig gewagert und habe eine Auszahlung von 100€ beantragt und einen kleinen Restbetrag auf dem Konto gelassen, ein paar Minuten später habe ich mit dem Restgeld und ein bisschen Glück erneut 50€ auszahlen können.

Danach habe ich die 30 Freispiele genommen und habe den gewonnenen Betrag aus den Freispielen erfolgreich gewagert und hatte ca. 280€. Diese wurden am Ende vom Wager automatisch auf 200€ gesetzt (wie in den Bonusbedingungen beschrieben). Die 200€ habe ich dann auch ausgezahlt.

Am nächsten Tag musste ich feststellen, dass meine ersten beiden Auszahlungen (100€ und 50€) gestrichen wurden. Auf Nachfrage im Live Chat wurde mir mitgeteilt, dass ich den Maximalbetrag von 200€ aus den Freispielen erhalten habe und der Rest laut Bonusbedingungen verfällt. Nach mehrfachen Erklärungsversuchen, dass die ersten beiden Auszahlungen nicht mit den Freispielen in Verbindung stehen, habe ich den Chat beendet. Habe mir auch per Mail den Chatverlauf schicken lassen, diesen habe ich leider nicht erhalten. Screenshots habe ich davon leider nicht gemacht.

Zusammengefasst:

1)     50% Friday Reload Bonus war um ca. 02:15 Uhr gewagert

2)     Erste Auszahlung von 100€ erfolgte um 02:19 Uhr

3)     Zweite Auszahlung von 50€ erfolgte um 02:24 Uhr

4)     Freespins wurden um 02:26 genommen

5)     Dritte Auszahlung von 200€ erfolgte 02:42

Da die Freespins erst genommen wurden, nachdem bereits zwei Auszahlungen getätigt wurden, muss es sich um einen Fehler vom Casino handeln. Screenshots mit den betreffenden Transaktionen werde ich anfügen.

Dear Andreas,

Thank you very much for submitting your complaint and for forwarding all supporting evidence. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving this issue, but, before we do so, could you please forward relevant communication, if there's any, to petronela.k@casino.guru?

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

Additional comments from the player:

"Hi,

have already uploaded screenshots of the transactions and the bonus history. Unfortunately, I didn't take any screenshots of the live chat, I had the process sent to me by email, but unfortunately it didn't arrive.

Kind regards

Andreas "

Additional comments from the player:

"Hallo,

habe bereits Screenshots von den Transaktionen und der Bonushistory hochgeladen. Vom Livechat habe ich leider keine Screenshots gemacht, ich hatte mir den Verlauf per Mail schicken lassen, dieser kam aber leider nicht an.

Mit freundlichen Grüßen

Andreas"

Thank you very much, Andreas, for your reply. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) 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.

Hi Andreas,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Kosmonaut Casino to the conversation to participate in the resolution of this complaint.

We would like to ask Kosmonaut Casino to reply to this complaint. We are extending the timer by 10 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Andreas,

I received a reply from a casino rep by Skype, hopefully, the casino will respond to the complaint soon.

Hi Andreas, the good news is that the casino is communicating, they asked for a bit more time, I will set the timer to 2 more days.

Hello, Andreas!

We are very sorry that you had a negative experience at our casino. And we will do our best to fix it, because we appreciate every player who plays at our casino.

Your complaint has already been transferred to the managers and they are investigating the problem with the support team, as soon as an answer is given, we will be sure to respond here! This will take 1-2 days, approximately!

Dear Andreas,

Casino managers have carefully investigated and indeed there was a mistake on the part of the support team. The money was substracted by mistake and has already been returned.

Sorry for the inconvenience, we will definitely improve the support team after this incident! We look forward to seeing you in our casino again and wish you luck!

Thank you Kosmonaut Casino team for the reply and help.

Dear Andreas,

Can you confirm that your funds have been returned?

Hi Peter,

the money has already been paid today.

Many Thanks

Hallo Peter,

das Geld wurde heute bereits ausgezahlt.

Vielen Dank

Thank you Andreas for the update.

I'm glad to hear that you got your funds back. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter