Frequently asked questions

Who may create an account?

You may register only if you are at least 18 years old, have reached the legal gambling age where you live, and are legally permitted to use the service. One person may hold one account. Use your own current email address and accurate information.

How do email verification and password recovery work?

Registration sends a time-limited verification link to your email. If it expires, request a new link from your profile. Password recovery also uses a time-limited link. A successful password reset signs out every existing session.

How long does a login last?

A web session expires 30 days after it is issued. Activity does not extend that date. You may also sign out earlier; an expired, revoked, or rejected session is removed from the browser.

Can I change my account currency?

Choose the currency carefully when registering. Once the account has a balance or financial, game, bonus, free-spin, or loyalty history, its domain and currency cannot be changed. Contact support before using a new account if the currency is wrong.

Why are no payment methods shown?

Available methods depend on the account currency, status, and provider availability. If no provider supports your currency, the Wallet will say that methods are temporarily unavailable. Do not send money outside the payment flow displayed on the Website.

When is a deposit or withdrawal final?

The page shown after returning from a payment provider is informational only. The server-to-server provider verification determines the status shown in Transaction History. A deposit initially reported as failed may later become successful and be credited after verification. A completed deposit may later be reversed if the provider verifies a failure or chargeback. If a completed withdrawal is later verified as failed, its reserved amount is returned once; if the provider then reports a conflicting successful status, the Website does not automatically re-debit the balance and holds the case for manual reconciliation.

For a cancelled deposit or withdrawal, open its details to see any failure reason supplied and verified by the provider. Current limits and form requirements are shown in the Wallet.

Where can I check a game result?

Open Account → Game History to see your rounds, stakes, wins, refunds, status, and safe action history. Provider and server records determine settlement. If a result appears wrong, send support the public round reference and approximate time.

What is the difference between real and bonus balance?

Real balance can fund play and, subject to payment rules, withdrawals. Bonus balance can fund play but cannot be withdrawn directly. During an active cash bonus, ordinary stakes use bonus money first and real money for any remainder; wins from bonus-bound rounds return to bonus balance until the bonus is completed.

When does bonus money become real money?

The issued offer sets the wagering target, eligible games, expiry, free-spin conditions, and any maximum cashout. Completion also waits for linked free spins and open bonus rounds to settle. The transferable amount then moves to real balance and any amount above an applicable maximum cashout is removed.

What if I want to stop or restrict play?

Stop playing and contact support if you need the account blocked, placed into cooling-off, self-excluded, or closed. Do not deposit while waiting for a restriction request to be handled. If gambling is causing harm, seek independent professional help in your country.

How do I keep my account secure?

Use a unique password, protect your email account, and sign out on shared devices. CozmoBet support will not ask for your password, reset token, session token, or complete card, account, or Shaba number by email. Report unfamiliar activity immediately.

What should I include when contacting support?

Write from your registered email and include your username, the date, time and time zone, the affected page, and any public payment or game-round reference. Attach screenshots if useful, but hide passwords, tokens, and full banking details.