Complaints procedure

1. Check the relevant history first

For payments, check Transaction History because a browser return page is not final. For games, check Game History for the round and action status. For bonuses, check My Bonuses and the issued offer. If the record is still processing, allow the provider callback to arrive before submitting the same operation again.

2. Send the complaint

Email support@cozmo.bet from the address registered to your account. Put “Complaint” and the subject area in the message title. Complaints may concern registration, account access, security, payments, games, bonuses, privacy, responsible-play restrictions, or another Website service.

3. Information to include

Include your username, a concise description, the result you expected, what occurred, the date and time with time zone, the affected page, and any public payment or game-round reference. Attach relevant screenshots or provider messages.

• Do not send your password, session token, reset or verification link.
• Do not send a full card, bank-account, or Shaba number; show only masked details.
• Do not edit screenshots in a way that hides the relevant status or time.

4. Acknowledgement and identity checks

Support will acknowledge and review a complete complaint as soon as reasonably practicable using the same email channel. We may ask for clarification or proportionate information needed to confirm account ownership. No password or complete banking credential is required.

A resolution date cannot be guaranteed before the complexity is known. A payment, provider, security, or ledger investigation may take longer than a general Website question; support should provide a progress update when reasonably possible.

5. Investigation and outcome

The review may use account, login, device, payment, provider-verification, wallet, game-round, bonus, and communication records relevant to the complaint. We may request information from a game, payment, hosting, or email provider.

The outcome will explain the available conclusion and any account or ledger correction that can safely be made. Provider callbacks, idempotency records, and append-only ledgers are used to prevent duplicate credits, withdrawals, wins, or refunds.

6. Internal escalation

If you disagree with the outcome, reply to the same email thread with “Escalation request”, identify the disputed point, and provide any new evidence. Ask for a review by someone not responsible for the initial response where operationally possible.

7. Mandatory rights

Nothing in this procedure limits any right that cannot be waived under mandatory law.

If you remain dissatisfied after internal escalation, keep the complete correspondence and relevant records so that you can rely on them when exercising any rights independently available to you.

8. Privacy and complaint records

Complaint information is used to investigate, communicate, prevent repeat issues, protect legal rights, and meet any applicable obligation. It is shared only with relevant group staff, advisers, providers, or authorities as needed. The Privacy Policy explains rights and retention principles.