BETSSEN Casino - Player's account closed during their withdrawal issue.

I had won 8000 rupees in a live casino and it was with real money, no bonus involved.

 Did my kyc and was about to make my withdrawal. The deposit was through astropay so I could only withdraw my funds with astropay only according to the betssen casino site.

 But I lost my phone and with that, I lost my access to my astropay account. 

So, I chatted with betssen casino support told them that I had lost access to my astropay account and asked them to change my number, which they did immediately.

Then I created a new astropay account with the new number submitted on betssen casino and did the kyc in my astropay wallet and placed my withdrawal.

 Then I got a message that there was some restriction on my astropay account. I emailed astropay customer support and they said that they had blocked my account. 

Now I told the betssen casino that my astropay account was blocked. So they asked me that I needed to send proof that my account was really blocked and then they will verify some other payment method and give my withdrawal. I forwarded the email I had received from astroapy to Betssen casino, and then betssen sent me an email saying that they are closing my account and won't give me my withdrawal.

On top of astropay, I had also made a deposit through crypto currency but they won't give my withdrawal in crypto either.

Hello Abhishekxji,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BETSSEN Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if you managed to withdraw the remaining balance from them as the casino claimed you are able to? Were both of those Astropay accounts owned by you - created in your own name?

When was the last time the casino responded to you and what was it about?

Looking forward to your answer.

Regards,

Nick

The casino said that they would only refund me my deposit amount which I haven’t withdrawn yet.

I saw a post in FAQ of astropay that they don’t change the number in an astropay account. So I directly created a new astropay account and did the kyc. The kyc was instantly verified so I placed the withdrawal from betssen. After some time, I opened my betssen account and saw that my balance was refunded to my account. When I asked customer support for my withdrawal cancellation, they said that it was cancelled by Astropay.

Later I emailed Astropay and found out that my account was blocked.

The last time the casino emailed me when on 7th when they told me that they would only give me my deposit account.

I didn’t know that creating a new account with astropay would lead to account blocking.

Hello Abhishekxji,

As long as the casino did not find irregularities within your casino account, they should not have block you only based on Astropay's decision. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

My betseen account was verified on 20th of January and there was no issue with my activity on their platform whatsoever.

But as soon as they found out that my astropay account got blocked on 6th Feb, they attacked me with this: "After a thorough review by our risk management team, we have identified certain activities on your account that raise concerns about the security and integrity of our platform. Furthermore, we can see that your payment provider, Astropay, has blocked your account, adding an additional layer of risk."

Now had there been any issue, they could have blocked my account before that, right?

But, they had processed my withdrawal multiple times but it was rejected by astropay due to account blocking.

They just found an excuse to rip me off.

Thank you for bringing your concerns to our attention.

During our communication with the client, they provided a screenshot to BETSSEN on February 6, 2024, of the email they received from Astropay. As per their notification, the client's account has been flagged and blocked for Risk and Compliance reasons.

Upon receipt of this information, it triggered our team to initiate a thorough review on the Casino side to address the concerns raised.

If the client had tried to withdraw his funds with any other method which could be identified as his, we would have proceeded instantly. However, the client attempted to withdraw funds using a Crypto wallet, a method that cannot be readily identified. Consequently, the withdrawal has not been processed/paid.

It is important to note that the client's gaming profile has not been blocked during this period, and they have retained access to their account.

We would like to propose a swift resolution to this matter by suggesting the following options:

• Recovery of Astropay Account: If the client has already regained access to their Astropay account, we ask that the client kindly ensure that the withdrawal method matches the deposit method, as per the terms outlined in our General Terms and Conditions point 29.11.
• Alternative Withdrawal Method: In the event that the client is unable to restore their Astropay account, we are willing to process the withdrawal through an alternative method such as bank transfer or another wallet. For this purpose, the client can contact our support through Live Chat and provide the necessary documents to verify ownership of the chosen wallet and get additionally verified via the new payment method of their choice.

In addition, it is crucial to emphasize that this is a one-time exception to facilitate a prompt resolution. For any future withdrawals or continued gameplay, adherence to our security standards is mandatory. We appreciate your understanding and cooperation in resolving this matter amicably.

Hello, thank you @betssen casino.

I chatted with the customer support of betssen casino, and provided them with an alternative wallet for withdrawal.

They verified my wallet after uploading some screenshots of the documents and then processed my withdrawal which i received an hour ago.

Thanks a lot both betseen and casinoguru team.

I haven’t always been this lucky to get a withdrawal after having some issue with casinos. But earlier I didn’t know that I could complain here and seek resolution.

Thank you both a lot

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Abhishekxji, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru