Hi,

So i have been playing a couple of weeks at Betsomnia.

I made a lot of deposits, a lot of deposits went good and i started to gamble, but a couple of deposits never made it to my betsomnia account.

In my betsomnia account i saw that the deposits where still on " pending", and the money also was written of my own banking account.

I contacted the customer support for the first time on the 20th of september 2023 about this situation, they told me that the my problem will be send to their financial department so that they can investigate.

I never had an answer back from betsomia so i contacted again, about 5 times and also spoke to the VIP manager, she/he told me again that this situation will be investigate by the financial department.

And that i will get an email from the VIP manager with an update. This was an conversation i have had on the 28 of september.

Today i asked customer service again about this situation.

And again they are telling me the same story.

I am done waiting now, it looks like they dont want to help you and are just scamming people.

I have send a lot of screenshots of the deposit from my own bank, evertytime they ask for it while i already send it.

What can i do now?

And sorry for my bad English, i am from the Netherlands.

Bye.

Dear Cill, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding. 

Best regards, 

Veronika

Don't be sorry please.

Thank you for the information.

Suddenly now they are trying to help me, i have had to provide them some screenshots again.

But i send it to them a couple of minutes ago.

Update: it looks like they are really trying to help me now.

I've got an email wich said that they found my missing deposits and that the money will be credited to my betsomnia account soon.

I had to provide them a picture of my ID, bankstatement and again picture of a deposit.

When i have the money, i will give an update.

Thank you, Cill, for the information. Have your identity documents been verified? Please let me know when the deposits are credited to your account.

Hi,

My account is verified.

On the 5th of October customer service said that they found the deposits that has been stuck ever since and that the deposits wil be credidit to my account soon. He/she couldn't tell me when this wil happen, we will just have to wait and see again..

Thanks for your help.

Hi,

Here is an update.

They are really playing games with me unfortunately.

After 4 days waiting they credidit my account with an amount of 100 euro.

This was not the amount i was waiting for.

They admit to me that there were 3 deposits missing and where found by them.

And that was an amount a lot more than 100 euro.

Also i could not witdrawl the money to my banking account, it looks like they credidit the amount as a bonus.

A warning from me for other players: please choose another casino, don't spend your money on this casino.

Thank you for the update. Could you please send me the deposit receipts confirming that you sent money to the casino? My email address is [email protected]. Also, please send me the bank statement for the months you started making deposits at Betsomnia.

Hi Veronika,

Thanks for your help, the problem is solved now.

So it seems that the payment system conflicted with the anti-fraud & AML detection system, we fixed it, but it was a mistake on the third-party services, that's why we started with additional document verification. We are sorry about this issue, all amount was successfully credited to the account.

Thank you, Andrew, for providing us with a thorough explanation of the issue.

Dear Cill, 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,

Veronika

www.kpvfaw.com