Betsomnia Casino - Ο λογαριασμός του παίκτη έχει κλείσει.

My account was suddenly closed without any reason or notice. At the same time, withdrawals were frozen and I haven't been able to withdraw any funds. I believe this is an attempt to abscond with my money.

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Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
• Was your account blocked after you submitted a withdrawal request?
• What types of games did you play to accumulate the winnings you were trying to withdraw?
• Did you accumulate these winnings with or without a bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

This is similar to Gonza Casino. There's a high possibility that they are harassing us as part of the same group.

I had been in contact with support regarding KYC procedures until the day before my ban, and it was almost complete, just waiting for finalization. I was instructed to complete KYC after requesting a withdrawal, so I proceeded as such, submitting my withdrawal request with the KYC documents attached. The winnings I attempted to withdraw were solely from playing baccarat with the cash portion after receiving the first deposit bonus (a separate bonus), and I had only played with the cash portion more than one time. I was attempting a test withdrawal because I was afraid of this kind of withdrawal scam.

My apologies. I believe I played on a standard 1x slot and then attempted to withdraw. I don't remember the details very well, but it was a similar situation regarding KYC. After playing 1x and performing a withdrawal test, my account was banned.

Hello salisero,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear salisero;

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at [email protected]

Thank you for your understanding.

Best regards,

Karla

Casino.Guru 

Dear salisero,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver,Hadi, [email protected]. This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear salisero,

It’s a pleasure to e-meet you. My name is Hadi, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Betsomnia Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Betsomnia Casino,

Could you kindly provide detailed information regarding this case? Specifically, I would appreciate it if you could clarify the reason for the player’s account closure.

Thank you in advance for your cooperation and prompt response.

Best regards,

Hadi