Betsomnia Casino - Τα κέρδη του παίκτη έχουν κατασχεθεί.

Hello,

I have been playing at this casino for a while and have never actually had any problems. I have lost a lot of money at the casino. Well I finally won a lot of money, and now they say there was a bug on my account and it's not my money I won. But I took screenshots of the winnings. What should I do now?

Hallo,

Ik speel al een tijdje op dit casino en heb eigenlijk nooit problemen gehad. Ik ben wel heel wat geld verloren op het casino. Nou heb ik eindelijk heel wat geld gewonnen, en nu zeggen ze dat er een bug was op mijn account en dat het niet mijn geld is wat ik heb gewonnen. Maar ik heb screenshots gemaakt van de winsten. Wat moet ik nu doen?

Hello Leonva,

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 if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello, I have been playing at this casino for almost 2 years and have never had any problems with withdrawals. But those were not large amounts. It was won with real money. I spoke to them yesterday and they can't do anything, the money they won is gone and they don't pay it out, they say. Because there was a bug in their system.

Hallo, ik speel al bijna 2 jaar op dit casino en heb nooit gezeik gehad met uitbetalen. Maar dat waren geen grote bedragen. Het was met echt geld gewonnen. Ik heb ze gesproken gister en ze kunnen niks doen het gewonnen geld is weg en ze betalen het niet uit zeggen ze. Omdat er een bug was in hun systeem.

Hello Leonva,

Did they specify what kind of bug? Please forward the communication between you and the casino to nikolas.b@casino.guru.

No, they are not allowed to tell you what the research is.

Nee, ze mogen niet vertellen wat het onderzoek is.

Hello Leonva,

Based on the e-mails you provided it seems that you have breached the casino terms rather than a bug occur. Did they specify what exactly did you breach? Is your account still open?

Nope, its blocked and they dont tell me.

Hello Leonva and thank you for all the information provided. To clarify the situation with the casino, your complaint will be now forwarded to my colleague Kubo (jakub.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Leonva,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Betsomnia Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Betsomnia Casino,

Could you please provide detailed information about this case and outline the reasons why the player's account was closed and their winnings were forfeited?

Thank you in advance for your response!

Best Regards,

Kubo

Hello Kubo,

I sent you a message with the answer to the email (jakub.m@casino.guru) because the information contains a bug description and to avoid the consequences associated with its disclosure in the public forum.

Feel free to ask if you need any additional information related to this matter.

Dear Betsomnia Casino,

Thank you very much for your answer and for exhausting explanation of the issue.

Dear Leonva,

Unfortunately, based on the evidence provided by the casino, it has been conclusively proven that your winnings were not obtained through regular and proper gameplay. Instead, they were a result of a system bug, which you were likely aware of and attempted to exploit. Consequently, I must side with the casino, as these so-called winnings were generated artificially and do not and did not physically exist. For future reference, I recommend informing the casino's support team if you discover a system error, rather than attempting to accumulate winnings by exploiting it.

Due to the aforementioned reasons I must reject this complaint as unjustified. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.