Betsomnia Casino - Taxa de retirada inesperada surpreende o jogador.

I made a withdrawal using SKRILL and was surprised after the withdrawal was processed with a fee of 43EUR, this fee was not made explicit at the time of withdrawal, and was not described in the T&C

Dear denilson781,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betsomnia Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you contacted the casino regarding the issue? Have you asked the casino to refund you the withdrawal fees?
• What response have you received?
• Was this your first withdrawal from the casino?
• Is your casino account accessible to you?

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

Best regards,

Tomas

Yes, I contacted the casino, the response was: "it's a fee for the payment method, not the casino". I would be happy if during the withdrawal, I was redirected to a payment intermediary page where I would enter the data and the withdrawal fee was described, but that was not what happened, I just entered the email and clicked on withdraw.

My account is accessible.

it was my first withdrawal.

I understand your frustration.

Please understand that if an intermediary payment processor deducts funds, there's not much we can do. I wish I could be of more help but we are usually powerless in negotiating issues with deposit and withdrawal fee cases.

Please let me know if there's any other issue that we could try to help you with, otherwise, I will be forced to reject your complaint. Looking forward to hearing from you.

I disagree with this, how can the casino charge hidden fees! I will open a complaint with gaming curacao

Could you please share your communication with the casino regarding this issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Dear denilson781,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I sent the email to you

Thank you very much, denilson781, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, denilson781!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Dear all,

We are sorry that this situation may have been frustrating, but Betsomnia Casino does not have any hidden withdrawal fees. 

The fee, which depends on the amount of the money transfer, is charged by the payment provider for their services.

Best regards,

Betsomnia Casino

denilson781, in that case I can only recommend you to request the explanation from the payment provider. Please, contact them and let us know how they will respond.

I have already contacted SKRILL, the recipient is not charged fees!

if the casino is charged to send the player's profits to skrill and the casino passes this fee on to the player, the player should be informed about this, which did not happen, I complain again, this is a fraud, the casino cannot charges fees or passes undeclared fees to the player. What prevents the casino from charging me 100 euros or 200 euros!!!!

I've never seen this, I've made withdrawals via Skrill in more than 20 casinos, I've never been charged fees

denilson781, could you, please, resend me the Skrill's response to your request. If it was through e-mail, redirect it to pavel.k@casino.guru, if through any other contact, screenshot here would be enough.

Dear Betsomnia Casino, could you, please, send the player's transaction statement and their withdrawal receipt to my e-mail: pavel.k@casino.guru?

Hi Pavel

As we stated previously, we do not charge any commissions from users, we analyzed the progress of the transaction and noticed that the player’s account is in EUR, and the Skrill account is in BRL, judging by what we see, Skrill could charge a commission for currency conversion. Skrill does not charge fees for transfers within the same currency. However, here we see that the currency is not the same. We ask you to verify this from the Skrill side, we suggest to make and check the statement from your account in Skrill to seek for something like "exchange", "Exchange rate" etc. We have no influence on this matter.

there was no exchange, the balance in the casino is EURO, and in skrill it is also EURO.

Betsomnia casino, we are still requesting the player's transaction statement and their withdrawal receipt. Given, that neither of sides cannot disprove other side's statements, we try to gather as much information as we can to have a possibility to notice any inconsistencies.

Dear all,

The information that Skrill does not charge fees on transfers is not correct.

You can read all the fee policies and prices in the Fees section of the official Skrill website at the bottom of the homepage. Also, see the Skrill Account Terms of Use section for more detailed terms and conditions of fees.

Best regards,

Betsomnia Casino

All right, given that the case is at a standstill, I would like to suggest a few options.

Betsomnia Casino, we have received the confirmation from the player in the form of the redirected e-mail from the Skrill team where it is confirmed that the player has a VIP status and, therefore, their transaction are not a subject to any fees. As I have mentioned before, we do not have enough evidence to make a decision, therefore, we need the most we can get. Thus, we are still requesting the player's transaction statement and their withdrawal receipt.

denilson781, The e-mail that you have received from the Skrill team is dated by 18th of March, where the complaint has been lodged on 18th of February. Are you sure that you have been VIP Skrill member at the time of the withdrawal? Also, please, make an inquiry with the Skrill team regarding the particular withdrawal transaction and ask them to let you know which amount they have received from the casino by transfer, so we know when exactly the disappearance of the funds has taken place.

Dear both sides, I will return to this complaint at the time when I will receive requested evidence from both of you. Also, please, note that non-compliance with our requests may result in having this complaint closed as unresolved or rejected accordingly.

Dear denilson781,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.