The player from the Netherlands had no prior issues but is now facing difficulties withdrawing winnings. The casino claims a bug caused the winnings, denying the payout, despite the player having screenshots as proof.
Betsomnia Casino - Player’s winnings have been confiscated.
Amount: €130,000
Betsomnia Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case opened
Current status
Waiting for Casino Guru to reply
3d 11h 11m 46s
Case summary
3 days ago
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2 weeks ago
Translation
Hello,
I have been playing at this casino for a while and have never actually had any problems. I have lost a lot of money at the casino. Well I finally won a lot of money, and now they say there was a bug on my account and it's not my money I won. But I took screenshots of the winnings. What should I do now?
Automatic translation:
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2 weeks ago
Hello Leonva,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Betsomnia Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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2 weeks ago
Translation
Hello, I have been playing at this casino for almost 2 years and have never had any problems with withdrawals. But those were not large amounts. It was won with real money. I spoke to them yesterday and they can't do anything, the money they won is gone and they don't pay it out, they say. Because there was a bug in their system.
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2 weeks ago
Hello Leonva,
Did they specify what kind of bug? Please forward the communication between you and the casino to nikolas.b@casino.guru.
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2 weeks ago
Translation
No, they are not allowed to tell you what the research is.
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1 week ago
Hello Leonva,
Based on the e-mails you provided it seems that you have breached the casino terms rather than a bug occur. Did they specify what exactly did you breach? Is your account still open?
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3 days ago
Hello Leonva and thank you for all the information provided. To clarify the situation with the casino, your complaint will be now forwarded to my colleague Kubo (jakub.m@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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3 days ago
Dear Leonva,
I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the Betsomnia Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear Betsomnia Casino,
Could you please provide detailed information about this case and outline the reasons why the player's account was closed and their winnings were forfeited?
Thank you in advance for your response!
Best Regards,
Kubo
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3 days ago
Hello Kubo,
I sent you a message with the answer to the email (jakub.m@casino.guru) because the information contains a bug description and to avoid the consequences associated with its disclosure in the public forum.
Feel free to ask if you need any additional information related to this matter.
Casino Guru is examining the case
