BETSSEN Casino - Player believes that their withdrawal has been delayed.

Hey,

i have a problem withdrawing my balance from Betssen. I have verified account and I have 137eur on my account that i requested for withdraw, but they rejected it and chat told me that i was only allowed to withdraw my deposit (100eur) and not full balance. I have not used any bonus or anything that should be locked. They told me in chat that i have violated their Terms and Conditions for sportsbooks but i have used it as anyone would. They didn't specify what i had done wrong even after i asked multiple times. At the same time i still could place bets, as you can see on transaction screenshot. But was not allowed to withdraw my money. After i got angry in chat accusing them from stealing from me, they closed my betting as well. If i wouldn't have requested a withdraw i could have played for years and would have had maybe balance of thousands of euros and they would not have said anything. But just as a customer tries to withdraw more than deposit then they will say you violated terms and block you. If that is not scamming people in a broad daylight then i don't know what is. For me it is only difference of 37eur, but next customer maybe has thousands of euros for winnings and gets scammed big time.

I hope you can help or contact bookmaker and make sense of all of this or tell me how can i take action against Betssen for stealing from customers. I attached screenshot proving i am verified and also screen from transaction page where my withdraw request was rejected.

Best wishes,

Kaidi

Dear kaidimaar,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Can you open the case right away, because i don't have problem that withdraw takes time...they just plain reject it.

Thank you for your reply, kaidimaar. Have you been informed why the casino decided to cancel your winnings, or which rule has been breached? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

Moreover, do I understand correctly that you only focused on sports betting?

It is sickening how they get away like this. As you can see from chat screenshots they don't give a clear answer what did i do wrong, what terms and conditions paragraph i violated. They just point out that they have right to do anything and they don't have to explain anything. They say my betting pattern was wrong, but what was wrong about it we will never know, they won't tell me what did i do wrong. They take this statement out of thin air and because i agreed with terms and conditions, they don't have to explain why they steal my balance. Just mindblowing.

Hey,

after threatning them they paid out full amount so you can close the case, but i really hope you can lower Betssen rating because someone sooner or later will get scammed by them. This sort of activity is really unacceptable.

Awesome news, kaidimaar. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.