Somos Casino - Player’s struggling to receive his refund.

Hello good morning, I have seen that you have managed to solve the problem for someone, I tell you mine, look at the first day when I deposited I wanted to deposit I wanted to put 92 and I put 920 up there more or less my fault, but now when I try to withdraw They put me in a lot of problems, I sent all the documents through the web except the ID that for some reason they did not accept it, I sent it by mail, they began to ask me for more documents and I have sent them everything. I have tried to contact your live chat and by mail and nothing, they do not give me any answer, request the payment on 12-30-2020. Let's see if you can help me to accept me now or at least answer me if something else is missing. Juguéis NEVER IN CASINOS ALL WELL BEFORE UNVERIFIED 😉

Dear Adrian,

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. Have you played any of your mistakenly deposited funds, or they’re still untouched inside your account? Could you please advise if your account has been successfully verified already?

Furthermore, if there’s any relevant communication, please forward it along with the payment receipt to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Thank you, Adrian, for your reply. Could you please advise if you've requested a refund of deposited funds or a withdrawal of your winnings?

The withdrawal is of the entire account balance, the 920 of the deposit + 80 that I have won, that is to say that the total withdrawal is 1000e

Thank you very much, Adrian, for your reply. I have checked general terms and conditions, and this is what I found https://www.somoscasino.com/content/bonus-terms-conditions:

"Retreats

The deposited money must be wagered before a withdrawal can be made, meaning the player's account must not be used to deposit and withdraw money. A 10% fee may be applied to all deposits / withdrawals if the amount has not been delivered. If you want to make withdrawals from your Account, you must go to the withdrawal page in My Account. If you have any issues, please contact us at support@senabetcorp.com. Please note that you must wager deposited funds in a 1: 1 ratio.

To make a withdrawal, the player must make a deposit and bet a minimum of 1 time on their deposit."

It is not unusual for a casino to have this rule. Some casinos require deposit wagering 1x, some 3x or 5x, but you can find casinos with even higher wagering requirements for real money.

If you requested a refund before you’ve placed any bets it would be a different story. Unfortunately, since you have played, I’m afraid you need to wager your deposited funds at least once before being able to withdraw your winnings. Please let me know how you wish to proceed with this case. Thank you in advance. 

Good, I have taken a few days to answer because I sent a message to the email that you indicate to me and I was waiting to see what would happen but they do not respond to me.

Regarding betting the money, that is not a problem because I think I have exceeded 10X by far.

I think this could be easily solved if they answered me but I do not receive any response from them

Thank you very much, Adrian, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

We will now try to contact the casino and let them know about your issue.

Good evening, I would like to add that you have not responded to any email yet, I just tried to get information through live chat but they have kept me waiting for an hour saying that they were waiting for the information, I have told them that when they have the information send me a mail but I don't even know if they are going to send it to me. With the nonsense it took almost 2 months to be able to withdraw

We are still trying to get in touch with the casino. Untill then, we can't know for sure why they are not answering you.

Dear Adrian,

We successfuly got in touch with Somos Casino. Hopefully we will receive an answer in the following 1-2 days.

Okay, thank you very much for your work 😉

Customer information will be verified as soon as possible.

Hello Gokuars.

We have approved your account verification.

You must update the withdrawal request which will be processed in a maximum of 3 business days.

We also offer you the option of generating the request through the "cryptocurrencies" option because we have approved the withdrawal and it was rejected by your bank, the option provided is 100% efficient.

Dear Adrian,

Did you follow the casino's instructions? Have you requested the withdrawal in the casino?

Hello, first of all thank you very much for your help.

Yes, I have already made the first withdrawal and has gone well I have already received the money, as the maximum withdrawal was 500 still my second retirement is but if this was good the second certainly also so we'll be all right. 🙂

Thank you for sharing this information with us, we gladly hear it. Please let us know when the second part arrives to, so we can be sure that the complaint is resolved.

I have received 100%, thank you very much for your help 😉

Dear Adrian,

Thank you for letting us know, we gladly hear that you have received your money. Please do not hesitate to contact us if you will come across any trouble in the future. The complaint will be closed now.

Best regards,

Nick

Casino.guru