Cosmobet Casino - Spelarens pengar har konfiskerats på grund av inaktivitet.

I had a balance of £1906 in my account with Cosmobet, which I left unused since approximately March 2025.

When I logged back into my account today, I discovered that my entire balance had been removed due to alleged inactivity.

I was not clearly informed that my full balance could be confiscated as a result of inactivity. At no point did I receive any prominent warning or notification stating that failing to log in would result in the complete loss of my funds.

From my understanding, standard industry practice is to apply small monthly inactivity fees after a prolonged period, not to confiscate the entire balance.

I believe this action is unfair, disproportionate, and not transparent.

I request:

A full breakdown of how and when my balance was deducted

The exact Terms and Conditions clause used to justify removing the entire balance

Evidence that I was clearly and repeatedly notified that my full balance could be confiscated

I am seeking the return of my remaining balance.

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Dear Gemzo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding your account with Cosmobet.

To better understand your situation and assist you effectively, could you please provide us with further details? Here are some questions that might help clarify the issue:

• What date did you initially create your account with Cosmobet?
• Have you ever received any emails or notifications regarding inactivity on your account prior to discovering your balance was removed?
• Have you tried to contact Cosmobet’s customer support regarding this issue? If so, what was their response?

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,

Petra

It was roughly April 15th 2025.

Didnt receive any emails at all.

I haven't contacted them having read about some horror stories so I thought I would get in touch with you.

Thanks

Thank you for your reply and for providing the previous details, Gemzo.

Although I understand that you may not have contacted the casino directly regarding the confiscation of the winnings, could you please provide any other communication or evidence that could support your case? This may include screenshots, emails, chat transcripts, account history, or any records related to the bonus, wagering completion, withdrawal request, or balance removal.

You can either post the screenshots directly in the thread or send all supporting documents to: petra.h@casino.guru

Thank you again for your cooperation.

Dear Gemzo,

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.

heres the photos of them stealing my money.

Dear Gemzo

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Hello Gemzo,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I do have some questions.

While I fully respect your decision to postpone your gaming activity for any period you considered appropriate, I would appreciate if you could clarify the reasons behind this decision. In particular, I would like to understand why you chose to leave the funds in your casino account rather than withdraw them at that time, as well as what ultimately prompted you to return to the casino after such a considerable period. Do I understand correctly that, rather than contacting the casino directly in an attempt to resolve the matter with them first, you decided to turned to us first?

Additionally, I have found this rule in the casinos Terms and Conditions:

13. DORMANT ACCOUNTS

An inactive (dormant) account is defined as a Player Account that has not been accessed (no login or logout activity) for a period of 365 (three hundred sixty-five) consecutive days. If your Player Account is deemed inactive, the Company reserves the right to charge a monthly administrative fee in the amount of 5% of the account balance as recorded on the date inactivity was determined (the "Initial Dormant Balance").

You authorize the Company to debit this fee from Your Player Account at the beginning of the month following the day Your Account is deemed inactive, and at the beginning of every subsequent month that Your Account remains inactive. The fee will be calculated as 5% of the Initial Dormant Balance each month, regardless of subsequent balance reductions. The Company will cease deducting the fee when the Account balance reaches zero or if the account is re-activated through login or other account activity.

However I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Cosmobet Casino to join the conversation.

Dear Cosmobet Casino,

Could you please provide a detailed explanation regarding the confiscation of funds from the player’s account?

In particular, we would appreciate clarification on how the player was informed that their funds could be subject to confiscation in the event of prolonged account inactivity, including when and by what means this information was communicated.

If there are any other factors relevant to this case that cannot be shared publicly, please feel free to forward them directly to me at michal.k@casino.guru for a independent review.

Thank you in advance.

Thanks Michal, I appreciate you looking into it.

To answer your questions honestly, there wasn’t any particular reason I left the funds in the account other than I simply assumed they would still remain there until I decided to return to the casino. I wasn’t actively gambling during that period and didn’t think the balance would eventually be reduced to zero.

I understand inactivity fees can exist, but I genuinely did not expect the full balance to effectively disappear over time.

I do still have access to the email address linked to the account, however I cannot find any emails warning me that the balance was actively being deducted or that the account balance could eventually reach zero due to inactivity fees.

Had I realised the deductions would continue until the balance was fully depleted, I would obviously have withdrawn the funds much earlier.

Thank you again for contacting the casino for clarification regarding how these deductions and warnings were communicated.

Dear Gemzo,

Thank you for your response. However, it seems that some of my previous questions have not yet been fully clarified.

To help me better understand the overall circumstances of the case, I would kindly ask you to explain why you did not attempt to withdraw the funds at that time, while the balance was still available in your account. Additionally, could you please clarify what ultimately prompted you to return to the casino after such a long period of inactivity?

I would also appreciate it if you could confirm whether I understand correctly that, instead of first contacting the casino directly in an attempt to resolve the matter with them, which is the appropriate procedure, you decided to lodge a complaint about the casino with us?

Your clarification on these points will help me continue reviewing the complaint properly and assess the matter as fairly as possible.

Hello Michal,

Thank you for your message.

To answer your questions, I did not withdraw the funds because I genuinely believed they would remain in my account until I decided to use the casino again. I was not actively gambling at the time and did not expect the balance to be reduced to zero through inactivity charges.

The reason I returned to the casino after such a long period was simply to check my account and potentially resume using the site. It was only when I logged in that I became aware that the balance had been depleted.

I understand that inactivity fees may exist within a casino's terms and conditions. However, I did not appreciate that these deductions would continue until the entire balance was exhausted. Had I understood that this would happen, I would have withdrawn the funds.

I have also reviewed the emails I received from Cosmobet. While I can find promotional emails from the casino, I have been unable to locate any email informing me that inactivity fees were being deducted from my balance or warning that the balance could eventually be reduced to zero.

Regarding contacting the casino directly, that is correct. My first step was to submit a complaint through Casino Guru because I was unsure whether the deductions were justified and wanted an independent review of the situation.

Thank you for your assistance and for contacting the casino for further clarification.

Dear Gemzo,

Thank you for the additional clarification.

While I understand your point of view and can partially agree with your concerns, communication from the casino side represents a significant aspect of this matter. At the same time, however, I must draw your attention to the rule I highlighted previously. You most likely were entirely free to withdraw the funds anytime without the need of further gameplay. Policies regarding dormant or inactive accounts are very common within the online gambling industry, as casinos are not intended to function as financial institutions for the long-term storage of player funds.

Dormant account fees are therefore not unusual, although I can agree that the fees applied by Cosmobet Casino as well as Rolletto Casino appear considerably higher than what is commonly observed within the general industry standard. Nevertheless, when assessing the matter strictly from a contractual perspective, the applicable Terms and Conditions—which were accepted upon registration of your accounts—do contain provisions regarding such fees. As such, this should have been taken into consideration when leaving the accounts inactive for an extended period.

That said, I will continue communicating with the casino team in an effort to explore whether a reasonable resolution to your case may still be achievable.

An update will be provided once further information becomes available.