Kosmonaut Casino Support and Complaints Thread

Kosmonaut Casino gives all players the opportunity to take a journey on an intergalactic ship full of the best slot machines and generous bonuses.

It was founded at the end of 2020, with a license issued by the government of Curacao.

Kosmonaut is an excellent example of a modern gaming portal suitable for both beginners and experienced players. The casino offers its visitors a wide variety of gambling entertainment, an attractive bonus system, full compatibility with mobile devices, a fairly impressive list of available payment methods, and much more!

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Hi i have a 100$ cash out i tried interac for the first time with them, was verified for btc and cashed out before. But they give me the same stalling method other damas have done asking a bank statement showin todays trasnsactions like everyone have it well i do. But online banking shows only partial informations so it indicates all details and my account number and on another document they have the full pdf of my bank with informations name address and BANK NUMBER which other dama resigned to verify me when they had to admit the bank number is same on both statements = same bank accout = same person= me. They know i did it again and again with them they are just on autopilot trying to make me rip it back. When you rip back to this thing once they start trying non-stop after it never ends. So they refuse to pay me saying i didnt provide no proof of payment because my today's statement dont show my name next to my BANK NUMBER..

So guys just stay away from dama ffs.. it never ends with them they all try all ways possible to mess up with players and when you play all the ir casinos you run into same exact same bs i can tell what chat will tell me after first cancelation and it goes 2-3-4-6 times because at some point they will ask the size of my pants to verify my identity ... its just to make it as hard as possible to cash out. Oh man this group seriously.

my name is fredos386 in there sadly

Hi fredos386,

The rep will be notified. Keep you posted. 

ty MelissaN

Well i just received my feb bank statement online so i downloaded it and gave it to the casino and tried cashing out again. I mean now they got everything so if they still reject we've got a serious problem.

Alright they declined my pdf of bank statement now they in full criminal territory. I don't even think they know or care at that point that i can just call the cyberfraud agency and report them for taking money from canadians without intentions to complete their part of the transaction= fraud. No matter what bullshit they can come with at that point we're there. For 100$... pathetic.

I fight it just for the sake im tired of dama fraud casinos ... i will cash this 100$ just for sake then they call all go to hell they are just sitting there finding ways to scam all year long.

Hi fredos386,

The casino rep informed us this morning that they are looking into your case and will get back to us as soon as they have the info. Please be patient and keep an eye on this topic. 

Hello!

We’re very sorry to hear about your situation. We checked it right away and it seems like your problem was resolved a few days ago.
Like any other of our player, you were kindly asked to provide a bank confirmation with your name on the document. Unfortunately, this part was not readable on your scan. You were asked to resend it after making sure your full name is visible. This is a standard procedure of legally operating casinos and is there in the player’s best interest.
Please mind, we follow the security rules very thoroughly which sometimes makes transactions more complex.
We strongly advise all players to get familiar with our Terms and Conditions prior to creating an account to avoid misunderstandings. Also, our support team can be contacted without registration and they will make sure to answer all questions regarding T&C, Bonus Terms, deposits, verification etc.
In case of any further questions, please don’t hesitate to contact us!

We hope to see you again at the Kosmonaut Casino.

I sent you the full pdf document the entire bank statement with all my informations on it everything. Even that your rejected it so stop the bullshit.

Hi fredos

Please mind what the casino rep says: Like any other of our player, you were kindly asked to provide a bank confirmation with your name on the document. Unfortunately, this part was not readable on your scan. You were asked to resend it after making sure your full name is visible.

Please provide them with the document they ask for and I'm sure there won't be any issues. I see no point in accusing them of cheating people. Your last post has been removed since we do not allow this kind of offensive language on our forum. 

Hello, dear Kosmonaut, so far I was absolutely glad of everything on your casino, but happaned situaution which disappointed me a lot, and I really hope you can help me with it. 

So what we have: 

I was playing 2 days in a row, tooked bonus for 3d deposit, after 2 days I've succesfully wagered it, today I was keeping playing a bit deciding what amount I want to withdraw, while I was doing it my balance automatically was upped by 3555 rub(40$), I've understood that it is a bonus for next level, but why is it added automatically? I don't want to wager 1200 more $ for nothing, risking whole my balance after 2 days of playing? Why can't you give player opportunity to first withdraw his/her money and then I go to promo and activate it when I want? 
It is really unfair. I don't want to risk my balance, and I don't want to cancel my bonus, especially because by accident my last big win spin for exatly the spin when bonus added on my balance, and my win is now in bonus balance, so I have to cancel it? That's not fair. I also want to play this bonus after I activate it myself, not when I was presented with a fact: wager the bonus or cancel it, but you will no longer be able to use it. What is a point of "loyalty" then at all???

So what am I asking: 1. Return my real balance 9662 rub so I can withdraw it, add in my promo bonus 3555 with activating button

I really hope you can do it for me, because it is fair

Thank you. My e-mail at casino: [email protected]

Nvm, I will wager this bonus, but the problem still there, It shouldn't work like this.

Also I have another question. When bonus added to my balance I had 9300 rub. And the maximum amount to win from bonus is 17 778 rub. So I can win 9300 rub+17 778 rub? Is it right? Because 9300 I had before bonus added, and I couldn't withdraw them as you didn't give me opportunity. So everything higher than 9300 - is what I can win from bonus, right? and maximum of 17 778. So basically maximum amount after wagering I will able to withdraw is 27 078 rub. Is everything correct?

Hi Dragon21,

So the bonus that you received $40 (3555 RUB) for the VIP level went to your bonus balance, you can withdraw your balance (9662 RUB) separately.

Regarding the maximum amount win from the bonus, yes you're correct. Since it is separated from your balance money you can win the maximum 17 778 RUB (wager x30) and sum up with you balance money. 

I hope we answered your questions. If you have any other issues let us know!

I have problem with KYC verification,i have sent a pm to Kosmonaut rep so waiting for his/hers respond

We received your username and notified the casino rep. 

All sorted,my withdraw was in my Skrill in less then 15 minutes.

Great job Kosmonaut Casino!

We are glad that everything was sorted out!

Enjoy playing in Kosmonaut Casino:)

Misleading of players promotional letter.

Today received email with 30 free spins where nowhere is stated there should be a deposit of the offer, so this is called misleading of custumers where casino is not honoring what they send to their players.

When i asked their chat agent why is this i was told there is no T&C so we should contact them to clarify that???? is this a joke?

Your casino is obligated to state your  T&C to every offer other way is misleading of players!

Forgot to add this "With the code FRUIT30, everyone gets 30 FS!"

waiting for casino rep to clarify this

Thanks for the info, helena_kp.

We'll notify the casino rep about your post. Keep an eye on this topic. 

Hello @helena_kp,

I understand your disappointment with the unclarified bonus information in the mail. Our marketing team will take into account your remark with future promotional letters.

Regarding our T&C, we always include bonus terms here: https://external.jswqzs.com/site/2194.  And at the end of the mail, we notify players to read them before the game: 

I am sorry that our Chat Agent misled you. We will make sure that they know our regulations and T&C. 

Thank you for your comment and wish you a great day!

Regards,

Valeria

Kosmonaut Casino Team

I purchased free spins from the shop for kosmonaut a week ago but I still haven't received them. One of the reps confirmed to lcb on Jan 3rd that I was eligible to receive them but they haven't been credited and every time I contact support they tell me that the bonus isn't valid and the only bonuses are from the kosmonaut website. You guys need to do a better job of educating your support staff first off and can someone please credit the free spins to my account? 

Hi Kylvhv, 

I'm really sorry. I was supposed to send you a code, but I completely forgot. 

But I talked with the casino representative and I understand that you have been credited.

Again, sorry about the inconvenience. 

Markotik

Ill see that also like u. Ill was contact the Support many many times and sad they should say that in the mail! But since a half year they doesnt hear me or change something. 

Hello Metz1013,

As you wrote correctly, this complaint was received several months ago, from now on in each letter we transparently indicate if a deposit is needed to receive a bonus. 

If you have an issue with something, do not hesitate to write to us directly by e-mail: [email protected]

Best wishes,

Valeria

Kosmonaut Casino Team

Ill see it where u was writhe that??

Sometimes u make that but not all the time at the last also not stand anything that i must deposit some amount to recive anything 

Hello Metz1013,

Thank you for your comment. Unfortunately, it was a problem on your side with uploading the full email content on the mobile. Below you can see what it should have looked like. We have checked and we hadn't any issues with displaying this email on mobiles. 

I am sorry if it was misleading for you. Please check this email on another device to see if it changes.

Best regards,

Kosmonaut Casino Team

Hello dear, I deposited 0.4 ltc with promocode DEMI and got 177 free spins in Spinomenal slot, but the thing is spins were issued with total value of 0.1 mltc(0.0001 ltc) per spin which is 0.007$, less than 1 cent, I guess it is technical mistake right?

My username at kosmonaut is Dragon21

Hello Dragon21,

Thanks for reaching out to us. We will notify Casino Representative about the game issue and will let you know once we get some update. Keep us posted.

Hello Dragon21

We are still waiting for a response from  Casino Rep. We will send them a reminder email regarding this matter. Please keep you posted.

Hello, waiting 5 days for the answer, had to try to 3x deposit and withdraw, because I am tired that money just staying on account with no reason and no idea how long it is gonna continue, unfortunately I didn't do 3x wager and lost my deposit, anyway I hope that at least I will get correct spins after it

Hello Dragon21

Unfortunately they are unresponsive at all thus far. We will try again to reach out to them in hopes that we can get some feedback regarding your case. Keep you posted.

Hello Dragon21

Unfortunately we haven't got any response from the Casino thus far regarding this matter, and we are forced to close this complaint. Once we get a response we will re-open this case.

It has been over 2 months since I deposited and tried to withdrawn. I have previously deposited  before at this casino. An email with promotion intrigue me "no KYC needed" and "fast withdrawal" and next time i deposited and this time i won $4000. I have gone back and forth with the support with my verification documents and so they said to wait, i waited regularly checking for an update for about two months kept telling me to wait and after i can no longer login my account, they said it was blocked because I failed my kyc and told me to wait for their email or phone call. I waited a few more days then when i came back to the support they are responding to me and says to leave my email because she was available and she will email me back. That point i no longer trust what they said, i believe i waited long enough. So i came here hopefully my problem is noticed and solved.

Please find attached documents regarding the email promo received and my winnings. I also have screenshot of all the conversation with the support team if needed.

My email/login:**********

Hello Jumabal,

Thank you for reaching out to us and exporting your concerns with this brand. We will try to help you by reaching out to Casino Rep and inquire about this withdrawal issue.

Please keep an eye on this thread for any updates.

Hello Jumabal,

Unfortunately we still haven't received any response from their side. We will send them a reminder in hopes that we can get a final clarification.

Keep you posted.

Hello Jumabal,

Casino Rep got back to us and clarified this case for us. KYC verification and anti-fraud verification clearly took more time than usual. First reason is that the address specified per registration and provided in docs was different. Next step was a winning check and they found out that You received the winnings illegally. You made a total of 4 deposits in the casino and for each one you received a bonus. First 3 deposits with bonuses were lost, but the last one that you wagered, you won 2603 CAD (deposit 50 CAD + bonus 90 CAD). But while his fourth deposit You entered the code «BONKERS» and received a bonus “Absolutely BONKERS Bonus” - 200% to dep (but not more than 90 CAD). The problem is that it was a temporary promotion for the FIRST deposit. But for some reason (maybe there was a bug in the backend) You received this bonus (FIRST deposit bonus) for his fourth deposit. They didn’t figure out what was the error with it because all other players used this code only for their first deposit.  So according to Paragraph 4, Section 8 of the Terms and Conditions they took away the winnings and all subsequent winnings because the bonus was received illegally, and according to Paragraph 12, Section 10 of the Terms and Conditions we close  player’s account for violation of terms of the casino.

With all that being said and analyzing all the proofs that Casino Rep provided us with, we consider this case as unfound so we will mark this case as Resolved.

Thank you for understanding.

Hello,

I don't know why that promotion is different from what they sent me. I think they just made that up as a "first bonus" but that was not the case. I have already made the 3 deposit and the fourth one is when i received an email from them about the code:BONKERS, it didn't say it was first deposit at all (please check attachment). It was no error, if there was an error it wasn't my part since they gave the bonus and it worked when i entered it. I have also provided dates of the deposit and the email to verify my claims. 

Thanks,

BALDWIN JUMAO-AS