Account reopened after permanent exclusion
Complaint summary
Hi I have seriously gambling issues .i played in cosmobet in jun July and lost a substantial amount and asked them to block my account forever and they blocked on my request .
On November 22 2025 I asked them to unblock as I clearly forgot that I requested permanent self exclusion ..the agent said he is checking and unblocked my account after which I lost £4500
I am mentally very disturbed as I have been unable to control and these websites they have no proper tools
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 .
