Betsomnia Casino - Player's withdrawal is delayed and account is blocked.

Hello. Betsomnia casino delayed my 15k withdrawal which u requested, they asked me for verification documents I send them all documents my account was fully verified I have proof of all documents and chat conversation with live chat support team, they have blocked my account and they are lying about process my withdrawal , they don't respect there ouwn terms and conditions, according the terms and conditions withdrawal should process in 24 hours, I need help about this iss I can send all proof thank you casino guru

Beste regards

Wali19

Dear Wali19, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

• Could you please advise when exactly you requested this withdrawal?
• Have you made any successful withdrawals before?

Thank you in advance for your reply.

Best regards, 

Kristina

Hello. Kristina

I have requested this withdrawal 4 dayes ago , and I have never requested successfully withdrawal its my first time that I request withdrawal, my withdrawal is delaying for no reason they are not processing my withdrawal

Beste regards

Wali19

Thank you for your reply, Wali19. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

Hello. Kristina

I don't believe that casino wil process my withdrawal, that's way I submitted complaint hier , they don't explain anything to me about this withdrawal, I would like to khow what is exact reason of delays my withdrawal so please ask them about this matter thank you

Beste regards

Wali19

Hello, kristina

Because if delaying my withdrawal I lost around 90k EUR, they have cancelled many times my withdrawal which I had requested, casino should not delayed my withdrawal when everything is verified, and now mu account is blocked my 15k is in pending, for no reason, according the terms and conditions of the casino self withdrawal pending process is maximum 24 hours , and my withdrawal is more than 4 dayes in pending , the casino should explain the delaying reason hier on this platform

Hello. Kristina

If you want I can send all proof, chat with support team and proof fully verified my account , they are planned this from beginning, when I had around 100k winning in my account and they delayed my withdrawal, when I lost my winning they verified my account and when I asked them to process my 15k withdrawal they just blocked my account, they don't explaining to me about delaying, everyday same massage same story, I want to point out this casino has scamad me and I want to khow what step I ca take on this casino , they have provide hier the reason of delays on my withdrawal,

Beste regards

Wali19

This casino scamad me by 15k withdrawal which I have requested 5 dayes ago , my account was fully verified, before deposits a larg money, I had no issues ,after playing few hours I did request 3 times withdrawal, they rejected, I asked them way my withdrawal is rejected, they told me your account is not fully verified , and we need 3 bank statements I send them , at that time I had around 100k EUR in my account, they delayed my withdrawal and verification when I lost my 100k they verified my account, I have proof of verification, I asked them is my account fully verified the live chat agent told yes your account is fully verified, I said them when my account is verified way I don't get my withdrawal , live chat agent told wait i am checking the information I said oke , when she is come bank to the chat my account just blocked without reason I was in shock they just blocked my account I lost my 100k because of delayed my withdrawal and now they have my 15k which dint want pay , this is really frustration and kind of fraud what they did , they must explain this

Beste, regards

Wali19

Hello. Kristina

I have still not received my withdrawal, the casino customer even my vip manager is lying, they send me email which was not true, they just trying to scam my money in any way I am submitting the secreenshot of email they send it to me today,

Beste regards

Wali19

Thank you for keeping me updated. That sounds like a horrible experience. Before we proceed with contacting the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? If there is any other additional evidence you would like to share with me, please send it too. Thank you in advance.

Hello. Kristina.

I have still not received my withdrawal, I don't khow way they don't pay my money, I am gonna send you the secreenshot of communication with my vip manager sandra via email ,please reach them way they delayed my withdrawal thank you

Beste regards

Wali19 l

Dear Wali19, 

Thank you for reaching out and giving us the opportunity to address your concerns.

After carefully reviewing the activity on your account, we identified an issue related to the deposits made, some of which, unfortunately, did not reach our casino's account. This resulted in a discrepancy, as part of the funds used during gameplay, including the balance leading to your winnings, originated from deposits that we did not receive.

At Betsomnia, the integrity of our operations and fairness to all players is paramount. As such, we must ensure that any winnings are derived from verified, legitimate funds. Given that a portion of the funds used to play were not received, we are obligated to adjust your account accordingly.

In line with our Terms and Conditions, which state that all winnings must come from valid, fully received deposits, we have adjusted your balance by deducting the winnings obtained from the uncredited deposits.

If you have any questions about this decision or require further clarification, please feel free to contact us. We appreciate your understanding and cooperation in maintaining a secure and fair gaming environment.

Sincerely,

Betsomnia Casino

Hello everyone,

Thank you Betsomnia Casino for your reply.

Thank you very much, Wali19, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@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 Wali19,

I have reviewed the case and will do my best to help resolve the situation.

Dear Betsomnia Casino,

Can you please provide more information about the deposits that were not received? Which payment method was used to make them?

Kind regards,

Adam

Dear Adam,

The transactions in question were made via Bank Transfer.

However, we have not yet received confirmation of these transactions from Wali19. To proceed with reviewing this complaint, we kindly request that Wali19, provide us with proof of these bank transfers.

Thank you for your understanding and cooperation.

Sincerely,

Betsomnia Casino

Hello.

My transaction was arrived with successfully, and the issues is not about my deposits it's about my withdrawal which betsomnia casino don't pay my 15k withdrawal, they asked me first some documents for KYC verification I send them that documents after fully verify my account they have blocked my account back, and cancelled my withdrawal, I want my 15k withdrawal according the terms and conditions

Hello all, thank you for your responses.

Dear Wali19,

It is quite normal for a casino to request proof of the deposits in cases such as this one. If you could provide the bank statements showing the relevant transactions to the casino it should help resolve the situation. Are you able to provide this information?

Kind regards,

Adam

Hello. Adam

Yes I can provide you the bank statements

Can I send you via email?

I have tried to submitted this documents hier but I can't

And I am sure that problem is not deposits ,casino is trying to take my money, when I asked for withdrawal they said send us the 3 bank statements I send them ,they have verified my account and now they are asking for more documents, this is fraud what they doing with players, I have seen many cases that players had with the same issues on this casino

Hello Wali19,

Please send all relevant information to my email adam.m@casino.guru.

Many thanks,

Adam

Hello. Betsomnia,

I am kindly requesting the not receiving deposits documents can you provide that documents please hier , according my instead deposits there is no deposits that was not arrived, my all deposits was instead, the real issue is was KYC verification, and this verification was processed successfully, there is no such reason for not paying my withdrawal,

I have seen many complaints on Internet about this casino which is doing such a fraud activity, and Adam according the terms and conditions of timing which is giving to the casino is twoo weeks, this twoo weeks times is over the casino has nothing provided, only provided the the false terms and conditions which they made it by them self's, please Adam under the terms and conditions I want to get my money back, Adam please ask them to provide all documents from my winning and lossing and deposits, and also my emails and the chat history, you wil see who is scammer, the casino or me

Thank you

Kind regards

Wali19

Hello. Betsomnia casino

Provide hier all documents according to my issue, and also provide the chat history with live team support, from beginning of this issue, I am not able to provide this documents because you closed my account, that I could not take secreenshot of my account, I have respect to the terms and conditions of casino guru time frame which was twoo weeks, I have waited more than twoo, and I want to provide all this documents hier on this resolution platform, you guys are lying to the players , and I want to tell you , I am gonna take this money, from Betsomnia casino,

Dear Betsomnia Casino,

The player states above that they have already sent you the relevant bank statements, can you please confirm that these have been received?

Please also specify what further information s needed from the player.

Kind regards,

Adam

Dear Adam,

Yes, we have received the bank statement customer provided as proof of the payment method to verify that the method he used belongs to him. However, as previously stated, while we acknowledge this concern regarding the missing payments, we also received confirmation that these deposits were not successfully processed and therefore never reached us.

To proceed further, we kindly ask customer to provide specific proof that these transactions were completed on his end. This can include a detailed bank statement or a confirmation receipt from a payment provider showing that the funds were indeed deducted and transferred to our account.

We are committed to assisting you and resolving this matter promptly once we receive the required documentation.

Thank you for your understanding and cooperation. Should you have any further questions, please don't hesitate to reach out to us.

Kind regards,

Betsomnia Casino

Dear Wali19,

In order for us to be able to proceed with this case, we need you to provide evidence that these transactions were processed successfully and never returned to your bank account. As mentioned, we will need to see the bank statement showing all transactions for the relevant period.

Additionally, it would greatly help the situation if you could contact your bank and obtain a written statement that these deposits were successfully processed and never returned. You can provide everything to me via my email, adam.m@casino.guru.

Kind regards,

Adam

Hello. Adam,

I don't understand way always players have to provide the documents, the casino must also provide some documents that shows which money is arrived and which not , I want to betsomnia casino provide secreenshots of my deposits from my account, the method I uses for deposits was instead bank transfer, which all my money was arrived instantly, and I send it to you the documents via email, according my deposits,

Kind regards

Dear Wali19,

Thank you for the documents provided, please refer to my latest email.

In the meantime, I would like to ask Betsomnia Casino if they could provide us with more details regarding those payments that were not received - transaction numbers, amounts, dates, times and anything else that may be relevant - so that it can be compared to the information provided by the player.

Kind regards,

Adam

Hello, Adam

Betsomnia casino has nothing to provide they are just delayed my withdrawal, and they did this kind of delays process with many players, not only with me , all my deposits were was arrived, I want my money from them , because of this issue I have lost around 100k and they khow very wel about my lost, I don't understand way casino guru gives high value trust rated to this kind of casino, this casino should in blacklist according the terms and conditions of gambling, it's simple they must process my withdrawal, that's all, and betsomnia casino send all secreenshot of my successfully deposits from my account, if you do not send it please reopen my account for a while that I can take secreenshot of my deposits and provide this to casino guru team, thank you

Kind regards

Wali19

Dear Wali19,

I have received further evidence from the casino today that does indeed show a number of deposits that have not been successful. I am awaiting further details regarding your successful deposits and how the winnings have been accumulated. You stated that the document you provided showed all of your deposits to the casino for the relevant period but I couldn't see anything for November 3rd. A large amount of the unsettled deposits appear to have been initiated on this date. Can you please clarify if you have made multiple deposits on this date, and provide proof of them also? At this stage, it would be preferable for you to obtain written confirmation of all successful deposited amounts to the casino from your bank directly.

Kind regards,

Adam

Hello. Adam , I want to khow from betsomnia casino which of my deposits was not successful, they should provided all documents, they must send the secreenshot of all my deposits, which I made, I don't understand when my deposits arrived instantly there is no question about unsuccessfully deposits this is just nonsense, reason for delaying my withdrawal, it's clear they are trying to scam me, I have provided all documents

Dear Wali19,

Please address the questions in my previous post. As mentioned, the information you have provided appears to be incomplete in comparison to the information provided by the casino. Once more, I recommend that you ask for further confirmation directly from your bank regarding all deposits made to the casino for the period of 31/10/2024 to 5/11/2024.

Kind regards,

Adam

Hello. Adam

I send it all necessary documents according my issue, but my question is still not answered which was about when my deposits was not arrived how I could playing with real money?

Kind regards

Wali19

Hello Wali19,

Sometimes payments can take a long time to reach their destination. Some casinos credit your casino with your deposited amount immediately, to cut down the time you have to wait before you can play.

The information you have sent is not complete, so I must once more ask you to provide the requested information from your bank. Also, please answer my question from before: did you make multiple deposits on November 3rd? Please be aware that without this information we will not be able to continue investigating this complaint.

I am also awaiting further clarification from the casino, so I will set the timer accordingly.

Kind regards,

Adam

Hello Wali19,

Again, we have received further proof from the casino that shows a very large number of deposits that appear to have been canceled before completion. In order for us to continue investigating this case, we will need you to provide the previously requested information from your bank.

To reiterate, we need you to contact your bank and ask them to provide written confirmation (i.e. by email) that no deposits made to the casino in the period 31/10/2024 to 5/11/2024 were canceled or returned to your account.

Kind regards,

Adam

Hi. Adam, unfortunately i didn't received any response from my bank and I have provided bank statements, more than this i can't,

Hello. Adam

My bank account has been blocked with my request, and I am not able provide any documents, I am kindly requesting from casino to dicuss this case under the Belgium government law in court of Belgium with there regular body ,

Hello. Adam,

This casino has broken the terms and conditions of self excluding and gambling responsibility befor This issue i had complaints about self excluding my account for 5 years I have asked many times to the support team about self excluding my account and they always did difficult and holding me to play until I submitted complaint, after the complaints on casino guru about this issue they have self excluding my account for just few months , not for 5 years I was agree with this decision, and this decision was made under the terms and conditions of gambling responsibility, which means that my account wil be self excluding for few months and it wil be not reopen again until the self excluding date, even player asked for reopening the account wil not reopen, this complaints is still on casino guru platform, after self excluding my account , my personal manager sandra send it some promotions via email i asked them way i receiving this kind of promotions when my account is self excluding, they didn't response, they tried to in this way to reopen my account back , and treated me in this way which is against the rules of gambling responsibility, I have aksed them just for checking to reopen my account they reopen my account without any question, it was very quick, according the terms and conditions of gambling responsibility, I have right to get all my deposits money from beginning until now , because they have broken the rules of gambling responsibility, and according to this i want bring them to Belgium gambling commission, in high court, they gonna return my money back i am sure about this, and yesterday I send email to my vip manager sandra, she said there is nothing worries about it , I am gonna ask to my administration department and I wil get back to you , they just lying to me no clear answer, they don't have any license , they did by every player not only with Me , they don't want pay my money that's all and I don't let them to scam me , I have lost more than 100k for this 15k withdrawal, they holding my 15k withdrawal, when I had more than 100k winning in my account, after lossing 100k they have blocked my account please ask them send all conversation with them from the beginning until now you wil see what is exactly the problem

Kind regards

Wali19

Hello. Adam

Thanks for reviewing my cases on this platform, as I can see this explanation or providing documents not gonna help , I am gonna shot down this casino activity in Europe especially in Belgium and nederland which they have many players, this casino wil be losses there customers in this twoo country and also wil blocked very soon in the list of Belgium and nederland gambling commission, this wil be my goal , I hate scam casino, they are not the first one , I have in another around 50k which I won from 100$ bonus and they are also trying to scam me , betsomnia casino did not pay my withdrawal and it wil be consequences, I have asked around 10 of my friends who are gambling in high level they gonna report this casino, it's is very clear that no one can scam online casino from Belgium we have responsible authorities in Belgium

Hello. Adam

I don't care anymore about my 15k withdrawal, but I am gonna take down this scam casino, they think I am just a small gambler, they are wrong , they gonna wacht how I wil take them down,

15k is not much for but I am angry about scamming who they just scamed. me , If this happens to a small gambler that wil hurt him alot,

Hello. Adam

This documents are showing everything about this casino , you guys are the best, I appreciate your help you guys did best, but unfortunately this casino wil not pay which means they are clearly scams, you khow today the vip manager sandra asking , explain us way we are scam casino i have explaining them with proof , and I wil destroy them , you can close this case, thank you Adam and Casino guru Team, you guys are the best, please one advice do not give high value trust for casino like this first searching about casino than give them high value trust rated,

Beste regards

Wali19

Hello Wali19,

Thank you for the information in your recent posts. I am sorry to hear that you have experienced further issues, especially regarding requests for exclusion. If you have a further complaint about a different issue outside the scope of this thread, please do submit it to us and we will do our best to assist you.

With regards to this case, as you are unable to provide the necessary documents to contest the evidence received from the casino, and have now also expressed a desire to close this case, the complaint will now be rejected.

I am sorry that we could not be of more assistance on this occasion.

Kind regards,

Adam