The player from Germany faced issues withdrawing winnings of €800 after depositing via Jeton Wallet. Both Jeton Wallet and Mifinity had been removed as withdrawal methods, leaving only bank transfers available. The player was frustrated over the casino's lack of accessible withdrawal options. The Complaints Team assisted by keeping the complaint open for a month while the player contacted the payment provider regarding a deposit issue. The player later confirmed that the money had been received, and the complaint was marked as resolved.
Betsomnia Casino - Player’s withdrawal methods have been removed.
Amount: €60
Betsomnia Casino
Safety Index:Above averageSafety Index
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7.9
Betsomnia Casino has a Safety Index of 7.9, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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2 months ago
Translation
Hello...
Subject:
A few weeks ago, I deposited via myfinity. This weekend, I deposited through Jeton Wallet.
All deposit methods and my ID card are verified.
Myfinity was removed as a withdrawal method weeks ago.
Over the weekend, after losing €370, I received a cash bonus of €80. The wagering requirement was €1700, and I successfully met this condition!
- Winnings: €800
- Now I wanted to withdraw to Jeton Wallet!!
- Not possible, because
Shortly after winning, the Jeton Wallet withdrawal method was also removed.
I asked the VIP manager why:
- Answer: Technical problems till today!!
This is contradictory because myfinity has not been available for months, only bank transfers are.
The player had no quick withdrawal method available on the day of the win. Ultimately, the winnings were lost.
At such a casino, where players deposit a lot of money:
- Breach of trust, angry, unhappy, etc...
This is outright cheating!!!
Automatic translation:
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2 months ago
Dear romzykt,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Betsomnia Casino. Please understand that the variety and accessibility of payment methods are not managed exclusively by the casino. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.Do I understand correctly that you lost your entire balance playing because you were frustrated that there were no quick withdrawal methods available?
Have you made any successful withdrawals from this casino before?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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2 months ago
Translation
So if the casino allows deposits via myfinity/Jeton Wallet, then every casino also allows withdrawals via this method.
My withdrawal methods were removed after I wrote to the VIP manager Ada. I had questions about my winnings/withdrawal.
They wrote that there are technical problems.
- is very surprising, because the deposit options Jeton Wallet/myfinity are available.
And yes, I am frustrated. Such behavior cannot be true.
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2 months ago
I understand your disappointment completely. However, as I mentioned earlier, the availability of payment methods is not solely under the casino's control and may change due to various external factors.
Could you please let me know your current balance in your casino account? If you have lost all your money playing, we won't be able to assist you further with this complaint.
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2 months ago
Translation
Deposited on 02.09.24, the amount 60€.
These have not yet been credited. After requesting the VIP manager Ada:
- Hello!
Unfortunately, I can't tell you the reason because there are several.
My other complaint about this casino was about the withdrawal methods...which were all removed overnight. I asked the casino about this, but got no meaningful answer.
Now the deposits are disappearing here too. I don't care if the payment provider has problems.
A service is being offered. Please clarify this on your part.
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2 months ago
I’m sorry to hear about the problem with your deposit. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied. I will leave this complaint open for a month and kindly ask you to keep us updated.
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1 month ago
Translation
The money has been received. I had my account deleted there.
The purest scam casino
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1 month ago
Dear romzykt,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly 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, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika
Casino.Guru
