Casinomia, Cobra Casino, Premier Casino Support And Complaint Thread

Hello LCB members!

Let us first introduce ourselves! Casinomia offers an adventure-like experience that creates a more engaging and entertaining atmosphere for the players. We have more than a thousand online slots, table games and other casino specialties. These games are powered by world-famous providers such as Yggdrasil, NetEnt, Play`n GO, Quickspin, Quickfire, BGaming and many others you surely know well.

We offer wide variety of payment solutions including credit cards, eWallets and crypto payments. We do have support available 24/7 through email and live chat. But if you have any questions, feedback or something else we are here as well and would be happy to hear from you

Best of luck

Casinomia support

24th June 2021 - Premier Casino added to LCB

Hello Casinomia Casino Rep! 

Welcome to the forum! Glad to have you here to assist our members! 

Welcome to LCB forum Casinomia! Thank you for being available to assist our members! 

Hi Casinomia! Welcome to LCB! 

Welcome to our forum! Hope you'll have a great time with us and our members. 

Problem with Cobra Casino:

Unfortunately, I was unable to play the bonus money. started playing the first 25 free spins. it also failed. I had a few cents left, which no longer made sense to play. So I canceled the first 25 spins package. I can't ask to add more games. Mrs. Alexandra from the support tells me that - if I canceled, I canceled the entire bonus. I will not get more spins. apparently he writes it in the regulations. I can't see ... I'm sorry - I don't recommend it!

Hello Lfanek,

Could you please send me your casino username in PM inbox and we'll get in touch with the Casino Representative.

Hello Lfanek,

Thanks for sending over your casino username. We've sent an email to the Casino Representative. Please keep an eye on this thread for the updates.

Hello Lfanek,

We've received a reply from the Casino Representative and here's what he says:

"This is a rare case where the bonus is not automatically cancelled/closed when the balance drop under particular amount (5 cents). In this case the player had 0.45 RUB (under 1 cent) in his balance and cancelled the bonus manually  which caused him not to receive the other batches of the FS automatically. On the other hand the support are instructed not to credit those free spins manually if there is a manual cancellation from customer's end.

The customer was right to cancel the bonus amount which was left and have to be able to receiving the rest of the daily FS from the Welcome bonus.

The FS from today are credited and I have informed the support to give him the rest if he come on Live Chat.

Unfortunately in order to get the rest of the batches he will have to join on chat every day.

In future cases like this one, the support is now informed to give the spins manually."

Please let us know if you received the additional free spins. 

Yes of course. They add manually. Thank you for your intervention. the worst thing is that they hide behind the rules. I do not see it written - in case of canceling free spins, the customer loses the right to the next ones.

Hello Lfanek,

Thanks for the update. We're glad to hear this issue has been sorted out.

Again!!! I don't have the strength anymore. Every deposit is a problem. I paste the email I wrote:

Your former colleague did not know how to help and he caused additional trouble. With the last deposit and using the code COBRA125 - unfortunately I did not get a deposit bonus. Your friend gave me free spins in return. Unfortunately, in a foreign currency, as it turned out later. In addition, he removed my 50 free spins from my account!

Hello Lfanek,

We're sorry to hear that. We've sent an email to the Casino Representative regarding your issue with the bonus. Keep you updated.

Hello Lfanek,

The Casino Representative says that they've added your bonus manually and they're further investigating this issue with the bonus code.

Dear LCB representatives!
My name is Ulf Buchowski!

Casinomina casino confiscated 2863 euros, 500 euros of which they returned as a deposit, although I do not have access to the casino at the moment. Most probably because they blocked access to players from Germany

I have been looking for a long time where I can turn with my problem, and then I saw that the Casinomia casino has a good rating in you.affiliate website.

03/10/2020 I had the possibility to claim Weekend bonus 50% up to 500 euros. I have completed wwagering requirements in the same say. Besides this, it was not my first bonus with that casino. I registed in March 2020 and even had a few cashouts.I provided the casino with all documents they requested, even sent them my selfie.But on 14/10/2020 I got a letter from their support agent with the following content:

"Hello!

You have had 2 pending withdrawals of 1200 EUR in total. Please, note that these withdrawals have been canceled and bonus winnings (2363 EUR) have been deducted, your last deposit amount (500 EUR) has been left due to clause 1.1 of the Bonus Terms https://casinomia.com/en/bonus-terms.

Kindly ask you to observe all our rules if you want to get your bonus winnings in future."

As for me, it's insane. I played more that half year in this casino, had a few cashouts with them and just only I triggered bigger win they have decided to confiscate my winnings.I kindly ask you to help me with this case!

Hello WolfS,

Please send me your casino username to PM inbox and we'll get in touch with the Casino Representative. 

Hello WolfS,

Thank you for providing us with your casino username. We've sent an email to the Casino Representative and asked him to look into this. Please keep an eye on this thread for updates.

Hello WolfS,

We've received the following reply from the Casino Representative:

"Hello there,

The funds were deducted because of a T&Cs breach. Our bonus terms state the following:

1.33. Players are not allowed to claim more than 3 high percentage deposit bonuses (50% of the deposit or more) in a row without making a deposit in between. The amount of deposit without a bonus should be higher than the average of the last 2 deposits with a bonus. Ignoring this rule might lead to cancelling all winnings from the bonus at the discretion of the casino.

Our records show that the player breached that particular term which led to the deduction. The spirit behind that rule is that our bonuses are for entertainment purposes only and it is expected that players do not play at our casino only when there is a bonus involved. We understand that this is an unfortunately situation for the player but in order to ensure that we offer adequate bonus offers for all our players, we must apply the bonus terms strictly for the benefit of all players."

Dear Syndey,

Thank you for your reply.

This is a very strange situation, because I always read the rules before playing with bonus funds, so as not to breach certain rules and argue with the casino, as I do now. However, at the time I started playing with this bonus the casino did not have this rule, they may have added it later and decided to confiscate my bonus winngs according to their updated rules. However, I received a bonus on the day when it was not written in their bonus rules. I ask you to check this information with the casino again.
I really do not have anything against this casino as I had a good experience with them, but I would like to be honest about my request. Thanks.

Hello WolfS,

From what we can see in Casinomia Bonus T&C's the above-mentioned rule exists:

"1.33. Players are not allowed to claim more than 3 high percentage deposit bonuses (50% of the deposit or more) in a row without making a deposit in between. The amount of deposit without a bonus should be higher that the average of the last 2 deposits with a bonus. Ignoring this rule might lead to cancelling all winnings from the bonus at the discretion of the casino."

Do you have the evidence (the screenshot) showing that they didn't have this rule when you claimed the bonus?

The Casino Representative has been notified. As soon as we receive a reply, we'll let you know.

Dear Sydney,

No, I do not have any evidence to provide with you becasu I always try to choose the trustworthy casinos where you can always trust their rules, without having to insure yourself with some screenshots. I attributed Casinomia to such casinos. But I'm pretty sure that on there first dates of October 2020 there was not such the rule.

Dear Sydney,

Did you receive some information from the casino representatives regarding my request?

Hello WolfS,

No, we haven't received a reply from the Casino Representative yet. We've sent him a reminder email. 

Hello,

Thanks for clearing out the details. The case was over 6 months old and it was a bit harder to establish a clear picture of the situation.

We made some thorough internal checks and we have found out that the bonus rule was agree upon around the time the last bonus was credited. However, it was made public a few days later. Therefore, we accept that we should refund the deducted funds and we would like to apologise for the misunderstanding.

We are no longer accepting players from Germany so we will need an email with the bank details so that we process the deducted funds and the remaining account balance.

Best regards,

Casinomia Team

Dear Sydney and Casinomia,

I am really glad to hear from you regarding my request. And thank you very much, Casinomia, that you managed to delve deeper into my problem. As I was able to find only an e-mail address [email protected] I have sent my bank details to that address. Is it okay?

Hello WolfS,

We've asked the Casino Representative to check if they've received your bank details. Keep you updated.

Dear Sydney and Casinomia,

I can confirm that I received the funds on my bank account in full!
Thank you very much everybody who took a part in resolving my case:)

Hello WolfS,

We're glad to hear that. Thanks for letting us know!