The player from Germany had gambled at Betsomnia and had won slightly more than €20,000, according to the bonus rules stated at that time. After the win, the casino had reduced the balance to €5000 due to an alleged policy that had not been stated in the original terms. The casino later amended the bonus terms to a "10x bonus maximum payout", which had not been stated prior to the player's winnings. The player had contested this action, arguing that the bonus terms at the time of his play did not include this rule. The casino acknowledged that the rule was added later, but maintained that it had been in place at the time of the player's winnings. After a series of discussions mediated by the Complaints Team, the casino had agreed to pay the player the full amount of his winnings. The player had confirmed receipt of all funds, thus resolving the complaint.
Betsomnia Casino - Player’s winnings reduced by the casino.
Amount: €15,000
Betsomnia Casino
Safety Index:HighCase closed
RESOLVED
Case summary
About two weeks ago, I registered with Betsomnia and deposited 500€ with a 500€ bonus. I carefully read the bonus terms and it clearly stated that the maximum payout from the bonus on the first deposit is 20,000€.
I was extremely lucky and won slightly more than 20k. After the bonus was fully converted, my balance was reduced to 5000€. I enquired about this through live chat and was directed to the VIP Manager. When I kept asking questions, the VIP Manager told me that the balance is reduced to a quarter once the bonus is used up.
Of course, that made absolutely no sense. I reminded him that the terms and conditions and bonus conditions clearly state 20k and nothing else. Then, I asked him where it says that the amount is chopped into quarters at the end. He couldn't show me and asked where I saw that the max payout is 20k. I showed him screenshots and was only informed that 5k is the maximum amount I could receive. I told him once again that the conditions clearly state 20k, to which the manager simply said it would be updated soon.
I kept arguing for over a week and they are refusing to pay me my winnings of 20k. I have screenshots and videos of the complete terms and conditions and bonus terms at the time of my win.
Betsomnia has since changed its bonus terms and it now states 10x bonus maximum payout. But it didn't say that before!
I am asking for your help, Casino.Guru
Hello Maruschka,
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? Would it be possible to forward all the evidence you have regarding this complaint and the bonus you used to nikolas.b@casino.guru for further review? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Hello Nick.
My account has been verified for 2 or 3 days. I last wrote to the VIP Manager today. Unfortunately, Betsomnia maintains that I am only entitled to 5k and claims the conditions were already there beforehand. However, that is a lie.
I have emailed you all the screenshots and evidence.
Thanks for your help.
Hello Maruschka, thank you for the videos provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hello Maruschka,
I'm Michal and I have taken over this complaint. I have reviewed this case and checked the videos you have provided us as well and it really looks like the sentence " The maximum winnings that will be paid out resulting from a First deposit bonus are x10 from the deposit" was not in the Bonus T&Cs before.
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 information on why you applied a rule to the player's winnings when this rule was not present in your Bonus T&Cs when the player gained their winnings?
When have you updated your Bonus and General T&Cs and added the above-mentioned sentence?
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Hello
We reviewed this case and conducted research of causes. According to our data, the bonus settings were set correctly according to our guidelines, which is why the player automatically received a payout according to the settings, which imply "x10 of the deposit" - otherwise, if this setting had not been set from the very beginning, the player would have received the full amount on account. After opening the case, our support noticed that the platform provider did not add this rule to Bonus T&C. After discussions with the platform provider, they added this condition to the T&C and guaranteed that this would not happen again.
Due to the presence of this error, we are ready to provide the player with reasonable compensation, however, due to the fact that this condition worked automatically and was set earlier when creating the bonus, we believe that this case cannot be completed in violation of the rules established initially.
Betsomnia also asks you to draw your attention to the clause Bonus T&C – "The casino reserves the right to amend and supplement these terms at any time". Which in turn, although it does not solve the problem, allows us to correct such imperfections in the Bonus T&C autofill in this way.
In order to assure you of our words, we are attaching a screenshot of the time and date of the last change of this bonus, and also the proof that transaction was done automatically without any approval from our support (within 1 second).
Best regards,
CPO Betsomnia
Andrew
Hello Betsomnia, thank you for replying.
When I registered and read the bonus terms and conditions, there was nothing about a 10x bonus maximum payout. For me the maximum payout was only 20k. Accordingly, I firmly assumed that the maximum amount I could pay out would be 20k. And with this knowledge I also made a deposit. Otherwise I wouldn't have taken this bonus if it had said a maximum payout of 10x.
I understand that this may not have been your intention, but all that was visible to me was a 20k maximum payout. That's why I'm of the opinion that I should be entitled to the full 20k euros in fairness.
I have already received 5k from you. I hope that you will be fair and pay me the remaining 15k.
Thank you for your response, Betsomnia Team.
This situation is undeniably unfortunate. I completely grasp that your intent in updating the bonus settings and the bonus terms and conditions was not to in any way mislead customers. However, from the player's perspective, there doesn't appear to be any wrongdoing on their part in this case. The player registered and played in accordance with the rules that were in the bonus terms at that time, and it seems quite unjust to apply a rule retroactively. When changes are introduced to your system and terms and conditions, they should be implemented in a way that doesn't negatively impact any customers.
I do acknowledge the existence of the clause in the Bonus Terms and Conditions that states, "The casino reserves the right to amend and supplement these terms at any time," and it was likely present even before the update, but using this as a justification for applying a rule retrospectively and thus capping the player's winnings is far from a fair approach that a reputable casino like yours should be taking.
I am hopeful that we can work together to find a reasonable solution for this unfortunate situation.
Hello Betsomnia Casino.
Thanks for the answer, but simply refunding the deposit amount is unfortunately not acceptable to me and is anything but fair.
I am of the opinion that I should be entitled to the entire amount, i.e. the missing 15k euros.
I would like to point out again that the conditions only stated a maximum payout of 20k. So I don't understand why I shouldn't receive it? Please reconsider your suggestion.
Dear Maruschka,
I am in active contact with the casino team and we are discussing a suitable solution for your issue. There is some additional information that needs to be examined, so I kindly request your patience. Rest assured, you will be promptly notified of any developments.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Good day Maruschka.
In connection with the current situation, we are ready to compromise with you and offer to credit 5000 to the main balance.
As mentioned earlier, we regret the occurrence of such a situation, however, these conditions were established in a manner that does not violate the terms of service and moreover it was set up automatically even before those terms, we were simply unlucky with timing.
We hope for your reasonableness and resolution of this case.
Hello Betsomnia.
I understand that this was not your intention. Nevertheless, it is clear in your terms and conditions that the maximum profit is 20k euros. I deposited under these conditions and won. I find it extremely unfair that after I win, other rules that are not publicly visible are simply applied to deprive me of my winnings.
What did I do wrong as a player to be treated like this? I'm sorry but €5000 out of €15,000 is not satisfactory for me.
I ask you to be fair and accommodate me accordingly. I didn't do anything wrong and followed all the rules.
Please reconsider your offer
Dear Maruschka,
Just a quick update: we are still discussing your case with the casino team to find a suitable solution, so I kindly request your patience.
Hello
As a result of the discussion, we made a decision in favor of the player. We need a couple of days to settle the formalities. However, the amount will be reimbursed in full. We ask the player to contact us next week to approve this payment and credit it to the account. As previously stated, we apologize for the inconvenience caused and hope that this misunderstanding has completely resolved itself. We will post in this thread once the amount has been credited to the player’s account.
We thank the Casinoguru team for their participation and look forward to further cooperation.
Hello Betsomnia Casino.
Thank you Casino Guru and Betsomnia for your decision.
Please let me know where to contact you to authorize payment.
Dear Maruschka.
You may contact our support team via livechat. Please add url of this complain .
They will help you to receive your funds
Thank you all for your responses. I'm glad we could find s consensus with the casino team.
Dear Maruschka,
As mentioned above, get in touch with the casino team and refer to this complaint. Please let us know once you receive the funds so that we can close this complaint as resolved.
Dear Maruschka,
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.
Hello Michal.
I have been paid 10k so far and am still waiting for the remaining 5k.
Dear Maruschka,
Thank you for the update, I believe the remaining 5k will paid to you within the next few days. Please be a little bit patient. Let me know once you receive them or if anything has changed over time..
Hello. Betsomnia paid out everything.
I would like to thank you again for the support.
Great news, Maruschka. I'm glad to hear that you successfully received all your winnings.
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
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