BetOriginal Casino - Player’s deposits have not been credited to her account.

I made 3 deposits 2 x 50 eur and tried another 1x 10 eur but they were not transferred to the casino account. I thought I should set up a casino account, but when I made a deposit, it didn't give me the option to open an account. There was no account opening for a new customer.

Dear Helen55,

Thank you very much for submitting your complaint. I’m sorry to hear about your experience with Betoriginal Casino.

The problem you are describing might be caused by the fact that Finnish law requires all players to be identified and registered before they can participate in any gambling activities. This is done to promote responsible gambling, prevent underage gambling, and ensure that players are protected.

Due to the identification requirement, when Finnish player wants to start playing at an online casino, they typically encounter the option to „deposit and play" instead of a traditional sign-up process. This means that players are prompted to make a deposit and verify their identity during the transaction. The identification process usually involves using online banking credentials, such as those provided by Finnish banks, to authenticate the player’s age and identity.

Before we move forward with your complaint, please allow me to ask you a few questions. Have the amounts you deposited been deducted from your payment account? Were the deposits shown as successful?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Veronika

Hi, this morning I managed to create an account and now the deposit was visible in my casino account. So this thing is fine now. I'm just waiting for my withdrawal of 100 eur, which I made today.

Thank you for the information. I'm glad your issue got resolved. Do you wish me to close the complaint or would you like to keep it open until you receive your withdrawal? Please let me know.

Hi, I'll keep the complaint open until I get a cancellation.

Hello, the withdrawal had arrived in my account, so you can stop the complaint. Thanks for help.

Dear Helen55,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru