The player from Bavaria had been unable to get credit for two deposits after closing their account due to gambling addiction, as the money had arrived at the casino post-closure. They were informed that the money was lost, which they found impossible. The Complaints Team had extended the response time multiple times to allow the player to provide evidence, but ultimately, the player did not respond to requests for further information. Consequently, the complaint was rejected due to lack of evidence.
Betsomnia Casino - Player's deposits are lost after account closure.
Amount: €300
Betsomnia Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 months ago
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6 months ago
Translation
Hello, I was unable to get credit for two of my deposits because I had closed my account due to gambling addiction, and the money arrived at the casino only after the fact.
However, I was told that I lost the money, which is impossible.
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6 months ago
Dear Blerko,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betsomnia Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- When have you initiated the deposits to the casino and when was your account deactivated?
- Are there any records these deposits were not yet processed and didn't reach your casino account at any point?
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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6 months ago
Translation
Hello,
Yes, I have communicated with a certain Jaron and will forward the emails to you in the next few days.
And also the statements about the deposits in question.
Sorry it took me so long to answer, I'm very busy at the moment.
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6 months ago
Thanks for your emails.
Could you please share and proof of deposits?
Have you informed the casino about your gambling problems via email or chat? Have you saved this conversation?
When exactly (date) was your account closed and when exactly have you initiated the deposits?
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6 months ago
Translation
Hello Thomas, unfortunately your email is incomplete, please send me your email.
Attached are the two payments in question.
I closed my account on May 29th. I also made the two deposits on May 29th but they didn't go through on May 29th, only on May 30th.
Best regards
Blerim ****
Edited by a Casino Guru admin
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6 months ago
Translation
Oh, you did get the email, right? Blocking the account went smoothly, I just forgot that there were two payments pending. Instant deposits like this don't always work straight away, often the next day, but by then I had already blocked my account.
lg
Blerim
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6 months ago
Dear Blerko,
Could you please share the deposit confirmation of the most recent deposit that was successfully processed before the incident?
Share it here or send the information to my email at tomas@casino.guru
I apologize for the inconvenience.
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6 months ago
Translation
Hello dear Thomas,
Unfortunately, I have now closed Revolut because I am battling my gambling addiction.
But if absolutely necessary I will contact Revolut.
Best regards
Blerim
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5 months ago
Thanks for your reply.
Dear Betsomnia Casino,
Could you please explain when the last deposits reached Blerko's player account?
I'll appreciate your assistance in this matter.
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5 months ago
Dear Tomas,
On the evening of 29.05.2024, the player made the last deposit in our casino, during the gameplay the balance was eventually lost and a few minutes later we received a request from the player to close access to the account, which was immediately satisfied.
Sometime later, the player contacted us that he supposedly initiated deposits before the account was closed, but the funds were debited the day after the account closure. A detailed check of this case showed that all deposits made by the player were successfully credited to his account in the casino and were involved in the gameplay. The player was told that all the deposits he had successfully made had been credited to his account and lost.
Also, Betsomnia Casino's payment processor has not detected any payments from the player once access to his account has been disabled. Moreover, the recipient on the payment bank statements declared by the player as deposits has no relation to Betsomnia Casino. These payments are not deposits to our casino.
Best regards,
Betsomnia Casino Representative
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5 months ago
Translation
Hello, my dears,
You can see for yourself that the transactions are on May 30th, so how could I have lost that if I closed my account on May 29th?
Just send me a history and you will see for yourself that my claim is true.
The deposit did not go through on May 29th so I had to use another payment method.
It wasn't finished until the next day.
Best regards
Blerim****
Edited by a Casino Guru admin
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5 months ago
Translation
It's not nice that they keep saying that I lost the money.
I'm not stupid, a transaction that was made to you on May 30th can't have been lost on May 29th.
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5 months ago
Thanks both parties for the response
Dear Blerko,
Other than the 2 deposits that were processed late, have you made any other deposits on 29/5/2024?
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5 months ago
Translation
Yes, I have many deposits,
I then had to resort to another method, mainly using virtual credit cards from Revolut.
I must have deposited over 1000 euros.
Best regards
Boerim
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5 months ago
Dear Blerko,
Is there proof of particular deposits you made to the casino on the day of 29/5/2024?
Would you be able to provide the list of these transactions?
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5 months ago
Dear Blerko,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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5 months ago
Translation
Hello ,
I have closed Revolut and am now trying to get account statements.
I'll let you know as soon as I get some.
lg
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5 months ago
Please forward any proof you might have, I'll set the timer to an additional 14 days.
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4 months ago
Dear Blerko,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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4 months ago
Translation
Dear Thomas, I cannot access the data I requested.
I have sent you the two transfers that have not been booked, so I hope you can achieve something with them.
If the site gives us my saved data, you will see that these two deposits have not been posted.
Best regards
Blerim
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4 months ago
Dear Blerko, I haven't received any supporting evidence from you since June.
If you sent the information earlier I haven't unfortunately received it. Please send again the relevant information to my email at tomas@casino.guru
