Betsomnia Casino - Player's account blocked over deposit dispute.

The casino blocked my account after several request for my deposits that didn’t credited to my account. I have contacted the casino many time on emails and live chat they keep ignoring me.

im requesting all my deposits to be refunded.

Dear Alprince2001,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you made deposits but they weren't credited to your casino account?

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted. 

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

• Could you please advise if it was your first deposit in this casino?
• Have you contacted your bank already? Ideally, they should be part of the investigation.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Kristina

Hello,

Thank you for your response. It wasn’t my first deposit. I have contacted my bank and the transactions were made successfully at their end. The casino blocked my account suddenly after several requests about updates, and they don’t reply to me back n email and live chat.

I requested my deposits history from the casino and they also didn’t provide.

i can email you the screenshots and the emails if you want.

As Thank you for your service & support.

Thank you very much for your reply, Alprince2001. Could you please forward all the relevant communication between you and the payment provider to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello dear,

I have forwarded all the email and documents to your mentioned email.

Thank you🌹

Thanks, but I asked for a conversation between you and the payment provider which hasn't been provided. Furthermore, one of your screenshots indicates that the payment was unsuccessful:

Is this a screenshot from the payment provider's app?

As I mentioned the screenshot shows payment failed but actually was deduction my card, thus screenshot when I was depositing at casino,

The conversation was over the phone with my bank and I have sent screenshot of the payments,

Thank you

Could you please clarify the dispute value ($2,500)? How many unsuccessful deposits did you make? Also, did you have any active balance in your casino account when it was blocked?

I guess more than 5 deposits and yes I think I had balance about 150

Also as I mentioned the casino refused to send me my deposits history when requested. So the amount could vary.

Thank you 🌹

Thank you very much, Alprince2001, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Alprince2001,

I'm Michal, and I have taken over this complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Betsomnia Casino to join the conversation.

Dear Betsomnia Casino,

Can you please provide more clarification on why the player's deposits were not reflected in their casino account balance? How many deposits made by the player have been successfully received by you and in what amounts? Which deposits failed?

Hello Michal,

I have carefully reviewed the situation and want to explain some of the points about the complaint.

After double-checking the deposits made by the player at our casino, I can confidently assure you that all successful deposits from the player's side were credited to the casino balance and were eventually lost as a result of the gameplay.

I also additionally declare that at the time of closing the account, the player's balance was less than one euro.

Yes, we received the player's inquiry to the support service with the issue of inability to make a deposit, but after checking the situation with the technical department it was decided that the problem is not on the part of our payment provider.

The player also claimed that the funds were debited from the bank account when the deposit was unsuccessful, but when the manager asked for a bank statement of the payment the player refused to cooperate.

Feel free to ask for additional details if clarification is needed. I am pleased to assist in resolving this matter.

Best regards,

Betsomnia Casino representative

Thank you for your response, Betsomnia team.

Dear Alprince2001,

Could you kindly clarify why you did not cooperate when the casino manager requested a bank statement from you, showing the disputed payments? Are you aware that the bank statement displaying the transactions is vital for investigating the issue?

I have submitted the transactions to him same day.

Also I have questions and please and answers from the casino rep.

Why they blocked the payment system on me?

I asked for deposits history many times and didn't provide?

Why my account was blocked without any notice.

Why there were no replies to my emails and on live chats?

Why they didn't not add my cash back when my account was open?

Dear Michal,

The player provided a screenshot of the mentioned deposit, but these funds were not received by our payment system. Most likely they were frozen for some time and returned back to the player's account. In the course of further proceedings, the manager made a request for a bank statement to verify that the funds had been debited, but this request was directly denied by the player. Proof of this can be found in the email correspondence.

Dear Alprince2001,

We have checked the operation of our payment aggregator and found no irregularities in the functioning. The problem of not being able to make a deposit was not on the casino's end.

According to clause 9.4 of the Casino's Terms and Conditions, should we arrive at a reasonable suspicion that you have engaged in fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to permanently close your account with the Website with or without notice.

As for the weekly cashback, it is credited on the following Thursday for deposits made during the promotional week, i.e. made in the previous week. This was brought to your attention by our manager in email correspondence, and also the terms of this promo are always available on the Website.

Best regards,

Betsomnia Casino representative

Thank you for the reply.

That's fine with me, that you closed my account. But when I asked I received no answers and kept ignoring my emails. Now you answered (I guess it is easy to reply).

And for the deposits you can say of course is not your end issue.

For the bank statement, yes I denied as it has all my information and details.

for the cash back i never received cash back and yoh closed my account without any notice.

Would provide my deposits history to my email as I requested many times?

Thank you for the clarification, Betsomnia team.

Can you please send the player the deposit history of his casino account?

Dear Alprince2001,

In my opinion, the casino team has provided sufficient clarification regarding the entire situation. If you are unwilling to provide the requested documentation, the issue cannot be successfully investigated, although, as the casino informed us, it's very unlikely that the issue was on their payment provider's side. You were previously informed about all this via email, so I am unsure what your expectations were with this complaint. I have kindly requested the casino to forward you the deposit history of your former account. Unfortunately, we have reached a point where there is not much more we can do with your complaint, and I will have to close it as rejected since I do not see any wrongdoing on the casino's part.

Let me know if you need assistance with anything else, or if I can consider your case addressed.

Thank you Michal.

I'll be waiting for my detailed deposits history from the casino.

It was .y mistake that I didn't screenshot everything was going on with casino.

Dear Michal,

I can provide a detailed history of the player's deposits to you in private communication. The statement contains full information about successfully credited player's deposits that were involved in the gameplay.

As far as I understand, the main and still open claim in the player's complaint is that he made deposits at Betsomnia Casino but they were not credited. This statement will help you to make sure that the player's deposits declared as unsuccessful were indeed unsuccessful.

I hope this will be enough to finalize the proceedings in the complaint.

Best regards,

Betsomnia Casino representative

Dear Betsomnia Representative,

My frustration and disappointment regarding the difficulties I have encountered in obtaining my deposit history. I have made several requests for this information, yet both you and your VIP manager, Markus, have ignored my inquiries. It is my right to access my own deposit history, and I am requesting that you send it to my email address immediately.To be clear, I am not authorizing you to send this information to anyone other than myself. This data is private and confidential, and I will decide if and when I wish to share it with someone else, such as Michale. If I had wanted it sent to Michale from the beginning, I would have explicitly requested that. I hope you understand the importance of respecting my privacy and handling my personal information with care.It is troubling that while it is straightforward for the casino to accept deposits from players, it becomes exceedingly difficult when players request information or attempt to withdraw funds. This pattern is unfortunately common across many casinos, and it reflects poorly on the customer service standards.

Thank you.

Dear Betsomnia team,

Thank you for your response. I don't think it's necessary to share the player's deposit history with us at this point. Please provide the player with this information so they can check why some of their deposits were unsuccessful. We will not further investigate this case because the player is not willing to share important evidence, even with you.

Dear Michal,

The deposit history does not contain information about unsuccessful deposits and will not help the player to check why some deposits have failed. I strongly recommend the player contact his payment provider for details of the issue.

In case it is necessary to provide additional information to solve the matter, we are open to proceeding in the way I described in the previous message.

Best regards,

Betsomnia Casino representative

Dear Betsomnia team,

I understand. Even though it may not significantly help the player, they have requested the information, so please kindly forward it to them. Once the player receives the history of their deposits, I will close this complaint. It is indeed up to the player to contact their payment provider for further details on the failed deposits issue.

Dear Michal,

I respect your insistence on providing deposit history to the player and have just sent a statement with the required details via email. I hope the player confirms receiving it soon and you can close the complaint.

Thanks for your interest in this matter!

Best regards,

Betsomnia Casino representative

Thank you.

I have received the deposits history in an excel sheet. I guess it was easy to send it! If the cooperation was there from beginning this complaint wouldn't be posted here.

Dear Michal,

Thank you. You may close this complaint here.

Dear Betsomnia team,

Thank you for your cooperation.

Dear Alprince2001,

Thank you for the confirmation. Since this was the only remaining issue we could assist with, I will now close your complaint. The original purpose of your complaint has been clarified, and the failed deposits need to be investigated by you with your payment provider. No wrongdoing on the casino's part was proven, so I will classify the complaint as unjustified.

I am sorry we could not help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino and we will try our best to help.

Best regards,

Michal

Casino Guru