Cosmobet doesnt close account gambling addiction
Complaint summary
Hello,
I requested a exlcusion forever at cosmobet.com because of gambling addiction several times at the site and also at the partnered casinos. Also I requested setting limits which was rejected. THis requests are visisble in my attatchements.
Cosmobet refused my complaint and also I cant send them emails anymore. Chat agent leaved the chat as I told him about it.
I told them several times that I want a exclusion forever for the reason of gambling addiction.
I also did send a exclusion request to the email [email protected] on 17.12.2023 (First screenshot in PDF). The email adress is shown when you google it.
Cosmobet mentions on second screenshot that the email adress doesnt exist. This is wrong. It can still be found on google and on theire website for months.
As can be seen above, ( Third screenshot) this email address was in fact included on the Cosmobet site. If the operator has changed their support address subsequently, the responsibility would be on them to manage the old mailbox and ensure it redirected appropriately.
I request a refund for my deposits at cosmobet and the other Santenda International B.V. partnered casinos.
Thanks a lot for your help.
Best regards
Dear Jonasgamble,
Thank you for bringing our attention to this issue. The brand has been contacted by our team and they should be addressing this inquiry directly to you shortly. We appreciate your patience and hope to resolve your inquiry as soon as possible.
Best Regards,
Betpack Team
Dear Jonasgamble,
Thank you for reaching out and bringing this matter to our attention.
We take responsible gambling and customer concerns very seriously, and we deeply regret any inconvenience or distress you may have experienced. Please rest assured that your case is being thoroughly investigated by our team to ensure a fair resolution.
We are currently reviewing the details of your complaint, including the circumstances surrounding your self-exclusion requests and the email communication issues mentioned. Our team is working diligently to understand and address the situation.
We appreciate your patience and will provide you with an update as soon as we have more information to share. If you have any additional documents or details that could assist in our investigation, please feel free to share them with us.
Thank you for your understanding.
Hello,
Thanks for your reply.
I have got some information here. https://online.flippingbook.com/view/962865099/
Best regards
