The player from Germany had requested a withdrawal from Betsomnia Casino two months prior and had successfully completed the KYC process. He faced an unresponsive casino regarding his withdrawal, which had been delayed for several months. The Complaints Team had attempted to assist by reaching out for updates but received no response from the player after multiple inquiries. The complaint had initially been closed due to the lack of communication, but it was later reopened at the player's request. Ultimately, the casino confirmed that all pending withdrawals had been successfully processed, and the player reported receiving some funds and requesting a final payout. However, no further information regarding the last payment was provided, therefore, we had to close the complaint.
Betsomnia Casino - Player’s withdrawal has been delayed.
Player stopped responding
Amount: €4,375
Betsomnia Casino
Safety Index:HighCase summary
Dear Casinoguru Team,
Betsomnia Casino has been making me wait for my withdrawal for several months now. I passed the KYC process completely. For a long time, they claimed there were technical issues. But they've stopped saying that. They're simply not responding to my withdrawal. Nothing's happening.
Dear flochefe,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Do I understand correctly that you have been waiting for your winnings since March?
- Have you made any successful withdrawals before?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
Thank you for your reply, flochefe. I am happy to hear that there has been some news. I will keep this complaint open until you confirm your last withdrawal has been successful. Please keep me informed about any further developments.
I've been waiting for the next payout for over two weeks now. Please help me.
Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
Also, have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to [email protected]. Alternatively, you can post it here. Thank you in advance.
Dear flochefe,
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.
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Kristina
Casino.Guru
We’ve reopened this complaint at the player's request. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Could you please get back to my last message and provide all the required information?
Dear Player and CasinoGuru Team,
We would like to confirm that all pending withdrawals have now been successfully processed from our side.
We sincerely apologize for the delay and any inconvenience this may have caused.
Should you have any further questions or require assistance, please do not hesitate to contact us.
Kind regards,
Betsomnia Casino Team
I received the funds! I was now able to request the final payout.
Dear flochefe,
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.
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Kristina
Casino.Guru
