The player from the Netherlands had requested a withdrawal prior to submitting this complaint. Unfortunately, his winnings hadn't been received at that time. The player had claimed that he requested the casino to freeze his balance to prevent him from canceling the withdrawal and losing his winnings, but the casino did not comply. He also reported that he had asked for self-exclusion due to his gambling addiction, but the casino merely offered a cool-off period. The player lost all his winnings and blamed the casino for not assisting with withdrawals and intentionally delaying his funds. However, we concluded that since the player had lost his winnings, there was little we could do as the player was solely responsible for managing his account and his active balance. The complaint was consequently rejected.
Betsomnia Casino - Player’s withdrawal has been delayed.
Amount: €11,000
Betsomnia Casino
Safety Index:Above averageOther
REJECTED
Case summary
Hello everyone,
unfortunately Betsomnia keeps the same attitude. Even after I complained before, they’re still not paying properly. They only paid me one time when I complained here. But when I tried to win again, they made it hard for me. Even though I kept putting money in and winning, they took forever to give me my winnings. My VIP manager, Markus, said he’d help by locking my money for confirmation, but he didn’t. Betsomnia’s tricks are making it tough for customers like me to get our funds, and we end up losing more.
i lost on 17 April 5K and they didn’t pay it. I asked Markus to help me and he told me next time I will send him and he will lock the balance for me so I cannot roll them back. I sent him many time to help me but still no answer just I’m waiting for another department to confirm bla bla, it’s like even Markus needs a help!
I had overall 11000 euros. Yesterday reached my withdrawal limits for 5K and today I made withdrawal for 1K but I lost my balance in account and rolled them after and lost them all.
this is not unfair and playing in a casino delay and don’t help customers to get their funds are worthless and not ever a casino.
i need to get a refund and close my account with betsomnia if this is possible.
Dear amoh04513,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Already verified and received a payment before but when I complained here about their service and they zeroed my balance by mistake.
now i was waiting for my payment to get confirmed only over 2 days, I asked the vip manager to freeze my balance so I cannot cancel them and lose them all. Because the casino keeps the money as long as they can so the players like me lose them easily, It happened before and I told him to help and he told me next time I can ask him to freeze it so I can process the payment.
i asked him more than 3 times to confirm or freeze them but kept ignoring the request and led to lose all of them.
Hi, I wanted to close the account but they offering me a month cool off period. I want to unsubscribe from betsomnia and all partners casinos. I have no belief that they will pay me one day. Even money on the balance is just a number.
i had 11K win and made withdrawals but they rejected it because the daily limit is 5000.
i withdrew 5000 and waiting for more than 2 days to confirm and asked my vip manager to freeze them so I don’t lose the because it happens everytime i withdraw with them. And never pay me. He kept me waiting for the request and led to lose all of them. I managed to win them back and sent him more than 2 times to help me freezing them as he promised me to freeze my account and help me when i make a win. But also kept denying my request and make me wait for days. I lost hope they gonna pay me or confirm my transactions because they never have. And indeed i lost all my balance and they don’t give any self-exclusion options or anything keep the players take advantage of their bets.
i’m contacting with Markus in this case but it seems like nothing is gonna happen and i asked to unsubscribe from Betsomnia and all its partners because i have addiction traits and they never help in this. But all they offered is a cool off period and come back with more luck etc…
right now I want the casino to take responsibility of rejecting my withdrawal 3 times and didn’t confirm even my first because of the limit.
And delayed my funds for many times. And lost my withdrawals in 17th and 18th of April. And today and yesterday too. 4th and 5th of May
and rejected bets 4 times with no return. Only 1 return to my funds and 3 with total 520 euros.
The first problem with casino and zeroing my balance for no reason and led to stress and mental breakdown.
I never have a good service from the casino since my first day there.
And wondering how bad their service is! I’m asking the casino to cooperate just one time and show more caring and accountability for their customers. The website is great but the service is very poor.
Thank you for your reply, amoh04513. Could you please clarify if you currently have any funds in your casino account? Do I understand correctly that you have lost all your winnings?
Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
Additionally, if you are considering self-exclusion, you can find more information in the Responsible Gambling section:
- Self-exclusion request: you can contact Support Service Team via email: support@betsomnia.com, and we will close your account within the next 24 hours. It's the player's responsibility to notify Betsomnia.com of any other accounts the player might have and promise not to open any other accounts. Betsomnia.com will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Betsomnia.com cannot be held accountable for potential losses on other accounts;
Unfortunately yes, they didn’t help in withdrawals and delayed my funds in purpose. I told Markus I can’t manage it if they didn’t confirm because of addiction trait. Asked him many time to freeze them but always told me okay we sent to department and bla bla but nothing happened until i lots my funds and then he closed my account forever.
I am sorry to hear that. Sadly, since you have played/lost your winnings, I’m afraid, there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings. We would really like to help, but it is impossible this time.
Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint. Thank you for your understanding.
