The player from Austria had experienced problems with the verification process in Betsomnia casino despite having submitted all the required documents repeatedly, which had prevented him from withdrawing his $5000 winnings. The issue had started on February 10, 2024, and the casino had insisted on him providing a bank statement for the final verification step. After a month, the player had managed to verify his account and received his payout. However, due to the complex verification process, the player had decided not to play at this casino anymore. The complaint had been resolved successfully.
Betsomnia Casino - Player struggles with verification at Betsomnia casino.
Amount: €3,000
Betsomnia Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
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
9 months ago
Public
Public
10 months ago
Translation
Hello
It's impossible to become verified at the Betsomnia casino. Despite uploading all the necessary documents,
they keep asking for the same things over and over. This is a typical stalling tactic so that I can't withdraw my winnings of $3000.
Automatic translation:
Public
Public
10 months ago
Hello ewaldhatz,
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 since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
Public
Public
10 months ago
Translation
Hello
The selfie with the ID seems to fit.
Every time I request a withdrawal it is immediately canceled.
Umd asked for a new document again.
I have uploaded an invoice from my municipality where my address can be seen. And the property tax, water and sewer charges can be seen. Works in all other casinos! Not here!!!
I uploaded an original account statement from Raiffeisenbank where my address and deposits can be seen. Works at every other casino! Not here!!
They just don't want to pay out.
My balance is now 5000.-
Kind regards
Automatic translation:
Public
Public
10 months ago
Hello ewaldhatz,
Can you please clarify since when exactly is verification ongoing? Did they specify the reason of rejecting those documents?
Public
Public
10 months ago
Translation
Hello
I've been trying to verify myself since February 10, 2024
Automatic translation:
Public
Public
10 months ago
Thank you ewaldhatz for all the information provided. I will now forward your complaint to my colleague Michal (michal.v@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Public
Public
10 months ago
Hello ewaldhatz,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Betsomnia Casino,
Could you possibly provide additional information regarding the delayed verification and clarify the situation?
Thank you in advance.
Respectfully,
Michal
Public
Public
10 months ago
Hello Michal,
The player has only one step left for full verification and the possibility to withdraw money.
Sorry about this unpleasant situation, but under our Terms and Conditions, we have the right to request proof of ownership and transaction histories of the payment methods used for a period of up to 12 (twelve) months, including bank or credit/debit card statements. We strongly recommend contacting the bank's support service with a proper request if the player is unable to provide the necessary proof himself.
The player can also contact us in any of the available ways and we will kindly advise him in detail on how to obtain this confirmation as quickly and smoothly as possible.
Thank you for your interest, and hope for a quick resolution to this matter.
Best regards,
Betsomnia Casino
Public
Public
9 months ago
Dear ewaldhatz,
Would you be able to provide the casino with the requested documents? Please let us know here in the thread with any updates or questions, we are here to help you.
Public
Public
9 months ago
Translation
I requested a statement from the bank. But it probably won't work again. I'm already at my wits' end. 20 casinos verified. Nowhere were such obstacles placed in my way. It just doesn't suit them.
Automatic translation:
Public
Public
9 months ago
Okay, let us know here in the thread with any updates after you receive the bank statement.
Public
Public
9 months ago
Translation
I have to wait until next week for the credit card billing.
Kind regards
Automatic translation:
Public
Public
9 months ago
Translation
Hello
I have now uploaded the credit card statement. Where my name is the address and the deposit is on it. Everything that was asked for and of course it doesn't suit them again. There is no way to verify yourself.
Automatic translation:
Public
Public
9 months ago
Translation
Hello
I finally managed to verify myself.
After 1st month!!!
Let's see if the payout takes that long.
Automatic translation:
Public
Public
9 months ago
Dear ewaldhatz,
That is surely good news. Please keep us updated here in the thread regarding your withdrawal request, we will look forward to hearing from you.
Public
Public
9 months ago
Translation
Hello, the payout worked.
If you make another payment, you will have to upload documents again.
This is too difficult for me. Won't play here anymore. Other casinos are simpler.
Automatic translation:
Public
Public
9 months ago
Dear ewaldhatz,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Michal V, Casino.Guru
