Betsomnia Casino - El jugador solicitó un reembolso.

Hi, I was able to deposit over 170€ even I requested a self exclusion on partner casinos like jacktop and wizebets. I asked for a refund on April but didn’t get anything back.

Important Notice:

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

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

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the Responsible Gambling section, and this is what I found:

Temporary Self-Exclusion

If at any point in time player feels a need to take a break from gaming, we offer a variety of self-exclusion options.

During self-exclusion period, player will not be able to place any deposits or participate in any games and will be excluded from all promotional offers for the set period. Being self-excluded means not being able to create a new gambling account with our website, wager or gamble on players pre-existing account and deposit funds.

When player’s temporary self-exclusion period ends (excluding permanent self-exclusion), we will notify player by email and player’s account will be reactivated shortly after that.

Please note that self-exclusion request differs from a standard account closure, thereby you won’t have opportunity to withdraw your balance until the account is reactivated after self-exclusion period.

The company provides the following self-exclusion options:

24 hours self-exclusion

7 days self-exclusion

30 days self-exclusion

6 months self-exclusion

1-year self-exclusion

Self-exclusion means, that you exclude yourself, out of your own choice, from all gambling services.

We reserve the right to prolong self-exclusion period for the player, if player communicates erratically, shows signs of mental illness and exhibits excessive dependence on gaming and problem gambling.

Permanent Self-Exclusion

Should you feel that you have developed a gambling problem, we recommend that you self-exclude on an indefinite basis.

It is possible to revoke permanent self-exclusion upon a written request by contacting our Customer Support team, however your account will be reactivated thereafter only after 7 (seven) calendar days has elapsed from the submitted written request regarding revocation of self-exclusion. This cooling-off is done in order to limit any damage from making rash decisions.

We reserve the right to reject reactivation of your account in case we suspect that problem gambling still exists.

We will endeavor to apply your self-exclusion as soon as practically possible, however, please note that this process takes a reasonable period to implement. We will not consider the self-exclusion period as having commenced until it has been fully implemented and communicated to you.

Unfortunately, there’s not written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino, it doesn’t necessarily mean that you are protected on all the other associated websites.

• Could you please advise if you have requested a self-exclusion from Betsomnia Casino directly before depositing? Do you currently have access to your Betsomnia Casino account?

Looking forward to hearing from you.

Best regards,

Kristina

No

Nein

Thank you for your reply, Lesa. Please note that I asked you two questions. Does this imply that your answer is "no" to both?

Close the complaint. I won't get my money back anyway. I've already tried.

Schließen sie die Beschwerde ich werde mein Geld sowieso nicht zurück erhalten. Ich hatte es scjonmal versucht

Alright. I will now close this complaint as per your explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.