The player from Germany had requested self-exclusion due to gambling addiction but continued to lose money as his account was not blocked and no reply had come to his email. He demanded a refund of his deposits. He had provided evidence of his self-exclusion request and insisted that the casino had overlooked his request. Later, the player confirmed that he had received the refund, and we marked the complaint as resolved.
Betsomnia Casino - Player's self-exclusion request ignored.
Amount: €641
Betsomnia Casino
Safety Index:Above averageSafety Index
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7.9
Betsomnia Casino has a Safety Index of 7.9, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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10 months ago
Translation
Hello,
I requested a comprehensive self-exclusion due to gambling addiction on 26.12.23 and sent it to the correct email address. However, my account wasn't blocked and no one responded to my email. Therefore, I sadly continued to lose my money. I am demanding the casino to refund my deposits to my chip. I have all the evidence available.
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10 months ago
Dear Tuscani090283,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru.
- Did you specify in that request for how long you wish your account to be suspended and the reason why?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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10 months ago
Translation
Hello Petronela,
hello casino team,
I have already sent the evidence to your email address.
The fact is that my self-exclusion request was successfully sent to the correct casino support email in December 2023 (the date and time of the request is in the email).
Since, according to my research, the casino and its sister casinos are reputable and verified, I would first like to make it clear that I do not assume that the casino specifically ignored the request in order to let me continue playing, but rather that the casino overlooked the request has been.
Since I suffer from gambling addiction, I sent this request so that I can no longer lose money.
Therefore, from the time of the self-exclusion request, I naturally expect a refund of the amounts I have paid.
I have already stated how high these are in the evidence, and the casino will also confirm this.
If you need anything else from me, please let me know.
Thank you in advance for your cooperation.
Best regards,
Tuscani090283
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10 months ago
Hi Tuscani090283,
Thanks for forwarding the relevant communication and supporting evidence. I've noted that your request was appropriately sent to the correct email address.
I will post here the same advice that I already gave you in your other complaint.
Could you please inform me if you attempted any alternative methods to contact the casino when your initial request on Dec 26th wasn't acknowledged? It's important to acknowledge that casinos receive a high volume of emails daily, and, as you mentioned, oversight might occur. We consistently recommend players to follow up with the casino until they receive confirmation of their self-exclusion request rather than continuing to play. While I understand it's not an ideal situation, if the casino provides a live chat option, it's strongly recommended to utilize that channel as well.
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10 months ago
Translation
Hello!
I tried contacting the casino via live chat a few times, the live chat symbol still doesn't work!
I have successfully sent a self-exclusion ban to the email where the casino says you should send it to in order to ban yourself because of gambling addiction! Til today! My account is open and I can log in and deposit!!! Please contact the casino and I will use my rights and request that the casino pay out my deposited amounts back to my Jeton account from December 26, 2023!
Thanks
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10 months ago
Translation
All sister casinos received a self-exclusion email from me, only Jacktop.com reacted and blocked me immediately on December 26, 2023, the others did not!
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9 months ago
Hi Tuscani090283,
As mentioned earlier, if your initial request wasn't acknowledged by the casino, you should explore alternative channels to contact them or send another email. Please understand that if you didn't receive any confirmation from the casino regarding the acceptance of your self-exclusion, it's challenging to confront the casino with a screenshot of a single attempt to self-exclude. While it's reasonable to expect that sending an email as described in the Terms & Conditions should suffice, if the casino doesn't respond, a player should reach out to the casino again.
When I tried the live chat option it was available straight away.
If you have any supporting evidence that you contacted the live chat afterward or sent another email after December 26th, please forward it to me at your earliest convenience.
Thank you.
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9 months ago
Translation
Hello,
Have you already contacted the casino about my complaint?
What does the casino say about this?
Live chat is working again, I sent a new request to the same email as on December 26th, 2023 and was responded immediately!
A reputable casino will block the account immediately after such a self-exclusion.
Betsomnia Responsible Gaming Info on the homepage:
Self-exclusion request: You can contact the customer service team via email: support@betsomnia.com , and we will close your account within the next 24 hours.
According to email and chat, my case is being investigated.
Please continue to support my case and especially contact the casino!
Thanks
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9 months ago
Translation
After I sent it, I responded within 5 minutes, support received the emails and processed them. On December 26, 2023, my self-commitment was ignored!
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9 months ago
Hi Tuscani090283,
Could you kindly forward the original emails (rather than screenshots) to petronela.k@casino.guru? This will furnish us with concrete evidence that emails were sent to the correct address and dispel any concerns regarding potential alterations to the screenshots.
Thank you.
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9 months ago
Translation
Hello,
When I contact live chat and ask about the status of the complaint, Betsomnia immediately closes the chat without giving me an answer. See screenshot.
I made this complaint exactly 2 weeks ago
So far you have still not told me, dear guru team, whether you have contacted this casino and what this casino has to say about the complaint.
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9 months ago
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Betsomnia simply closes the live chat after my request.
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9 months ago
Thank you very much, Tuscani090283, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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9 months ago
Hello, Tuscani090283,
I would like to invite Betsomnia Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear Betsomnia Casino team,
Could you please review the player's issue and provide us with the results of the investigation?
Has the disputed account been already closed?
Is there an option to refund his lost deposits for the period in question?
Thank you in advance for providing the information.
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9 months ago
Hello,
betsomnia is ready to refund my deposits.
Since I have always deposited using the Jeton Wallet, I expect that it will be credited back to exactly that method.
Betsomnia's terms and conditions: Payouts are made using the same payout method as the deposit was made.
I gave my chip details to Betsomnia:
If there are any difficulties, Betsomnia is welcome to transfer the credit to my Betsomnia account and unblock the account so that I can pay out on Jeton. Afterwards I am happy
to close the account again.
Tuscani090283
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9 months ago
As an alternative, I also gave Betsomnia my crypto wallet address, there are a few US dollar deductions when paying out 641 euros, but that's ok too.
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9 months ago
Translation
Hello, the money has been transferred, you can mark the complaint as resolved.
Thanks
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9 months ago
What great news!
Thank you, Tuscani090283, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Best regards,
Branislav, Casino.guru
