Account reopened after permanent exclusion

Dear Shanzak,

Thank you for bringing our attention to this issue. We have contacted representatives of Cosmobet and asked them to address your complaint directly. We appreciate your patience during this time and hope to resolve this complaint soon.

Best Regards,
Betpack Team

Dear Player and Betpack team,
Thank you for bringing this matter to our attention.
Regarding the closure and reopening of the account, we would like to clarify the following:
When a player requests to close an account without specifying that the reason is gambling-related, the request is processed as a standard time-out rather than a permanent self-exclusion based on responsible gambling measures. According to our rules, in such cases the account may be reopened upon the player's written request, and this is done at the casino’s discretion.
(Rule: “The account can be reopened prematurely in case of written request of the Player at Casino’s sole discretion.”)
In November, the player requested the account to be reopened, and because the original closure was not registered as gambling-related, reopening was technically permitted under our procedures.
However, after receiving the new information about gambling issues, the account is now permanently closed as a responsible gambling measure, and it will not be reopened under any circumstances.
We remain committed to following responsible gambling guidelines and cooperating fully with Betpack to ensure a transparent review of the case.
Kind regards,
Cosmobet Casino Support Team

In my first closure I clearly told the casino of my gambling issues which is admitted by casino
Can you please ask the casino to share my email from July where I asked them to block my account .I am happy to close the case if gambling is not mentioned .
Also share the details of my explicit agreement in November .

Dear Player and Betpack team,

Thank you for your follow-up message.

We appreciate the request for copies of previous correspondence. However, please note that due to data protection regulations and privacy obligations, we are not permitted to publish or share any customer personal information, including emails or account communication, through public channels.

If the player wishes to review the correspondence, they are welcome to contact our support team directly from their registered email address, and we will be happy to assist through a secure and private communication method.

We remain committed to responsible gambling standards and to handling all personal data in accordance with legal requirements.

Kind regards,
Cosmobet Casino Team

You can share it me over my email ..and copy betpack as well .
Can you kindly do it as it’s been two months already
Your team is non responsive .my last two emails to cosmobet were returned to me ..looks like I am blocked on your systems ..so please share it .its been 2 months ..lets come to a conclusion .

Dear Player,

Thank you for your message.

For privacy and security reasons, we are only able to share account-related information directly with the account holder and through secure communication channels.
To continue with your request, please contact us from your registered email address at [email protected]
so our team can verify your identity and assist you further.

Once verified, we will be happy to review and provide the relevant correspondence privately.

Kind regards,
Cosmobet Casino Team

I have just emailed you again ..can you confirm if you have received my email please ?and respond with the closing email I send in july please

Dear Player,

Thank you for your message.

We confirm that we have received your recent email and have already replied to you directly in accordance with your request.

To clarify the timeline:

Your first account closure request via email was received in November, not July.

In July, the account closure request was made via live chat, not by email. Therefore, there is no closure email from July that we can share, as no such email exists in our records.

Following the July live chat request and in line with responsible gambling procedures, the account was closed accordingly.

We have provided this clarification privately via email and remain available should you require any further assistance through our official support channels.

Kind regards,
Cosmobet Compliance Team

The casino is clearly lying now as previous representative was saying that he can send the email to my email id only and not on betpack .and they also responded earlier that in July they closed my account as per there gambling policy .This casino doesnt close any accounts over chat ..they will ask you to email and clearly state the reason for closure for them to
Proceed and now in order to avoid refunding they are clearly changing their answers .
By now Casino has changed 10 statement on betpack .every new representative will post something different

Dear Shanzak and Betpack team,

We would like to clarify the situation once more to avoid any misunderstanding.

In July, the player contacted our support team via live chat requesting account closure. At that time, the request was processed in accordance with our rules and procedures, as it was not submitted as a gambling-addiction or permanent self-exclusion request. The account was therefore closed based on the information provided during that interaction.

In November, we received the first email request from the player explicitly stating gambling-related concerns and asking for account closure on responsible gambling grounds. Upon receiving this information, the account was permanently closed in line with our responsible gambling policy.

We understand that multiple explanations may appear confusing; however, our position has remained consistent and is based strictly on the communication channels used and the information provided at the time of each request. All actions taken were in accordance with our Terms and Responsible Gambling rules.

We remain available to cooperate with Betpack and are committed to handling this matter transparently and fairly.

Kind regards,
Cosmobet Compliance Team

Dear Shanzak,

Thank you for bringing our attention to this inquiry. We hope the response received by the brand was sufficient. If anything else, please do not hesitate to reach out to us in the future.

Best Regards,
Betpack Team