Betsomnia Casino - Player's winnings confiscated due to alleged technical error.

I won 3500 euros after many failed attempts. Made my withdrawals for 1500€ and 2000€.

I said finally got my loss back. Logged out my account and sent to Maya my vip manager and told her to help with the withdrawal process and she confirmed.

And then opened it again after few hours to see my balance is zero. And no withdrawals pending.

I sent email directly again to Maya and she told me there’s no any pending withdrawals!!

How come my money disappeared? She told me something is wrong with the casino and she sent to senior manager and waiting for the his response.

I received email from Maya : "your funds were cancelled because the balance was mistakenly doubled during the payment"

Unfortunately, these funds cannot be recovered:(

fortunately nothing has doubled but they scammed me.

THIS IS THE FIRST TIME TO SEE SOMETHING LIKE THAT. 

i complained and they told me i violated this term which is not true and all the wins i have are fair bets and risky games. 

But here is the term " 6.21 In case the Company has mistakenly (due to a technical error in the winnings table, an error caused by a human factor or a different kind of error) replenished the customer’s account with funds that do not belong to him, then this amount will be considered the property of the Company and will be deducted from the customer’s account. If a customer withdraws funds that do not belong to him before the error was noticed, then the mistakenly paid amount (without prejudice to the legal means and actions of the customer) will be considered as a customer's debt to the Company. In the event of an inaccurate replenishment of the balance, the customer must immediately notify the Company via e-mail)

I complained and looked back through all my bets and history of games. All games were honest and fair.

But they told me okay but because I rolled out my withdrawals and made another win my funds are cancelled because it made some bugs led to my funds to be cancelled!!! Wha whaaaat is that nonsense!

They told me another reason after the first one was a false claim from their side and told me i cannot take my funds because i violated the terms which is another false claim to steal my money. I played hard very fair and for long time to get this win. But they told me the money i made they have the right to take it. And they don’t want to help.

Maya is such a bad influence and keep pushing and lie to get the more money from you. 

Dear amoh04513,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise which games you played?
• Did you accumulate your winnings with or without an active bonus?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it 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,

Kristina

Dear Kristina. Thanks for your help.

I only played blackjack with evolution. And spins by pragmatic games. (Bigger bas bonanza blizzard-big bass bonanza halloween-big bass bonanza-big bass keeping it real)

the wins made by no active bonus but real deposit money. I made around more than 20 deposits. And no single withdrawal.

i had withdrawal before but took very long led to lose them back.

At the day I won the money. I deposited more a deposit with minimum 50 euros from ideal payment using my bank account.

i made 250 euro wins. Withdrew 200 and kept 50 for fun. But won more than that.

kept playing and had over 2000 wins.

withdrew them and continued playing and won 1500. Made my withdrawal and sent to maya my vip to speed up the process. Slept and woke up to see them denying my wins. Kindly check the attached file below.

they blocked my account and the total deposits i made through their casino is more than my wins unfortunately but they didn’t even want to pay

Thank you very much, amoh04513, 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 amoh04513,

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 the "the balance was mistakenly doubled during the payment" statement from your team? I understand that sometimes technical errors can occur, but if the player gained their winnings of €3500 fairly and the winnings were normally previously confirmed, these should be paid out. I am looking forward to your clarification. If the information can't be shared publicly, please send it to me at michal.k@casino.guru

Thanks Michal for your support.

I hope they can consider you as a fair mediator and cooperate with my case. Since that day they don’t show up and cooperate. But they left me a reply on my review with trustpilot that I can reach them back and they are willing to solve it.

I tried to reach them again and they left my messages on read and didn’t show up again. Totally ignoring my messages. and blocked me so I can’t reach them. They give me this feeling like dealing with scammers from marketplace not professionals. That led to really bad mood and mental breakdown. Specially Maya the vip manager. She promised me many times that I don’t close my account and keep it till i make a win then she can help me. But once i got the win she acted very weird and disappointed.

hi Betsomnia.

you don’t show up but your 24/7 available on chat for new customers.

I can’t believe you guys are dealing a business to scam people.

i asked you many times through live chat and they respond within minutes. Once they know my username they don’t show up again.

I’m not gonna give up my right. You have funds to be paid. Pay it please and close this deal forever. But i will keep doing that and writing my reviews until u give me my funds back.

you don’t deserve a zero star.

Dear amoh04513,

I understand your dissatisfaction with the waiting, but it is standard procedure to leave at least 7 days for the casino team to respond. I kindly ask for your patience

Dear Michal.

I understand they have 7 days, but I feel i need to say something before the case goes through rejection process because they don’t cooperate.

they know what they are doing.

they are active from the other side and trying to delete my reviews and doing their job too. I noticed some emails about that.

also. I made a special account for gambling. At the time i made it it was fine and secured. After using their payment method I started to receive messages that someone is trying to open my online banking account. Which has zero access to any other provider but betsomnia.

this behavior needs more investigation.

this looks like they are running a scam businesses using people’s data. Which is making me worried and it should be clear to the people.

I want to open a new case as well. I had experience with them before and i didn’t know what I should do. But I read the terms and I realized they violated it before and I didn’t notice.

So here is what they did with me too.

I asked Maya to close my account and she didn’t want to do that.

after i insisted she closed it. But after few days I found the account is open again without any permission from my side.

as a gambling addiction traits led me to make new deposits.

i lost them all again. And asked to close the account but they didn’t close it.

maya told me she can give me deposit limit for 500 euros per week and she chose the timeframe for me. she didn’t let me do it. She told me she can do 1 week for me and she hope i can get a win. I lost my deposits again as usual.

she used this manipulation tactic again and i failed it.

on my last week of using this casino i made my win there. They didn’t allow me to withdraw them and i made this case/complain.

Right now I need to get done with this case before going through the other one. Or i can work in both parallel lines.

I’m available with all needed documents and information in order to cooperate and get my funds. No need for all this tactics from betsomnia unless they are not legit.

Thanks for your understanding and your time Michal.

Hello Amoh04513, Hello Michal

I am CPO of betsomnia, right now I'm investigating your case personally.

To clarify:

1) You need to understand that this case wouldn't be rejected or dropped off

2) Every project have different divisions and communication between them may be not ideal, so yes you can see that our marketing department is answering on your reviews, but it may not be connected to your discussion with the manager

3) we indeed had an issues from the platform side which may have affected not only yours balance, but several clients who abused the bug to revert withdrawals request and raise up balance in such way

Give a bit of time to check your cashflow and connection to the issues and then I will revert back to you. We will move on strictly according our Terms and Conditions, but if I see any discrepancy as per the said rules or non-compliance with these rules on our part, then I will credit you with the funds myself and make sure that the withdrawal is made.

Michal, I'm asking you from your side to extend response time for 3 days more so I could dive deep and revert back with complete answers and investigation flow with proofs until monday.

Hello betsomnia,

I hope your words hold truth.

my transactions ID :

28926636 (1500euro)

28926607 (2000euro)

Your vip manager told me that you noticed that I have replenished funds added by mistake due to technical error. Which led to this error.

And I asked for more explanation or clarification at which point or how much I received this funds by mistake but I got no response.

Could you please explain this claim from your side?

the second claim stating that there was a glitch or error on your system. and it appears that some clients exploited this glitch to cancel withdrawal requests and somehow increase their account balances.

I never heard about this glitch or at least nothing happened during my play session. Everything was normal.

If you could clarify that it would be better, otherwise I think is very stressful to me to handle all these loss of time/money and energy. So kindly help me to recover from this.

I know where and which games I had my funds from, so let me know if I can provide with more information.

I’m looking forward to hear from you soon.

Dear Betsomnia team, 

Thank you for your response. I understand that this situation is more complex and needs more time to get to the ground of it. I will allow you additional time for a thorough examination to be conducted.

Dear Amoh04513,

I acknowledge your dissatisfaction with the waiting period. However, as communicated by the Betsomnia team, the situation is more intricate, requiring a comprehensive investigation, which naturally consumes time. I kindly request your patience during this process.

Just a reminder that monday is almost gone and I didn’t get any response from betsomnia.

Hello

I'm right into it, sorry for a delay

Result will be presented today

Hello Amoh, Hello Michal

We've analyzed all player transactions since november 2023

according to our calculations player's balance was zeroed by mistake

The reason for zeroing the balance was the player’s suspicion of abuse of a platform system error, which arose as a result of a change in the transaction processing time zone. This problem existed for a short period of time and led to the player’s withdrawals being canceled in the past, before the withdrawal transaction was created. There are only 8 players affected by this problem, five of whom took advantage of the situation to double their own balance in such a way, for which, according to paragraphs of rules 6.10 and 6.20, their incorrectly accrued balance was reset to zero. Player Amoh found himself in a narrow time period by creating several withdrawal operations that were too similar to the pattern of behavior of players using technical error abuse, as a result of which the support department and technical support of the platform recommended taking actions similar to those applied to abusers while the technical problem was being resolved.

I am, personally, deeply sorry about such situation, but I can't be present 24/7/365 on work, so, unfortunately, I can't control everything. We will carry out disciplinary work with the support department and the platform. We will also return funds to the player’s balance. I ask you to contact the support department again, they will assign you a new VIP manager for obvious reasons. I would like to provide you with an instant withdrawal option for this transaction, however, this will require us to complete a number of tasks with the finance department. You can keep in touch with your new VIP manager on this issue. The VIP department will also be responsible for compensation for the inconvenience caused. This situation does not show us in a good way, but I hope for your understanding. I am also not going to defend the erroneous actions of the departments, but the situation was indeed extremely rare, and to my great regret I have to admit it was simple bad luck, which of course does not justify us. I hope I was able to resolve your situation in a positive way.

Best regards,

CPO of Betsomnia

Andrew

Dear Betsomnia,

Thanks for clarifying and I appreciate your support and honesty.

The casino was one of my favourite and it has a good platform, but the behaviour wasn't professional or I was just unlucky when this happened.

Anyway, I'm going to withdraw them with the new VIP Manager once I regain access, and of course, I apologize for any harsh words or negative comments I made. These things happen, so let's move forward. I hope you're having a successful career and that this problem resolved soon.

Sincerely

Thank you for your response, Betsomnia team. We all understand that mistakes can happen to anyone, no matter how diligent. I'm grateful that you've taken the initiative to reevaluate the situation and ensure that the player receives their deserved winnings.

Dear Amoh04513,

As per the Betsomnia team response, the situation was indeed unfortunate. However, I'm glad that we were able to address your complaint and reach a satisfactory resolution. I'll await your confirmation upon receiving your winnings, but I'm confident that the process will proceed smoothly, and the casino team will continue to deliver their usual excellent service.

Dear All,

I contacted the manager and now everything is fine. I should receive the payment shortly, once I receive it I will confirm here.

Thanks again for your support.

Dear All.

Funds received. Thanks for you cooperation Andrew.

and thanks again for Casino guru team for helping me solving my problem.

I will reconsider the casino again. Hope everything works smoothly from now.

wish you have a great day everyone

Great news, Amoh04513. I'm glad to hear that you successfully received your winnings. While I acknowledge that your user experience in this instance may not have been ideal, even the best systems are not flawless, and we as human beings do occasionally make mistakes. The complexity of the situation did require some time to fully understand and address. I would like to thank the Betsomnia team for their fair approach, and I appreciate that they took the time to re-evaluate the situation and ensure your winnings were properly paid out. I'm pleased that we could bring your complaint to a satisfactory resolution.🙂

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru