BETSSEN Casino - Player's account has been closed.

Yesterday I was looking for a good casino that accepts ukrainian players and has nice rating on your site. In most of them I was already registered, so I found Betssen.

Deposited there ~3 LTC (which are 10 000 UAH) and started playing. From the beginning support told me that I can't make bets more than 150 UAH per bet - i don't know why.

However, I somehow got lucky in Champions of Rome a few times and increased my balance 5 times.

After that, I tried to withdraw - it was closed without verification.

I uploaded my Ukrainian passport, a selfie with documents + paper where I wrote "verification for Betssen 10.07.23 and my name". Also uploaded a screenshot of my LTC wallet from which I deposited money.

Then I talked with support about "Proof of address" as I never provided such documents to casinos. Explained my situation that the only 1 possible bill I can get is from the internet provider (but it's still possible).

After that, I asked them to restrict my account from making new bets. They did it.

Today I received the following email:

during thoroughly checking your gaming activity and account our Risk Management have made a decision that you are no longer allowed to play on our platform. We will refund your deposited amount and close your account(12.1 point of our GTC).

Note that this decision is final and cannot be reconsidered.

Regards,

BETSSEN TEAM.

I've screened each of my spin session from the personal cabinet and can provide it to you, as there no any suspicious activity.

I'm 99% they blocked me because I'm from Ukraine. However, I played there without VPN. If I couldn't access the site, I won't even register.

Upd. the balance is 47455 as they blocked bets ability at the moment when I played blackjack.

Dear silverhank77,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Could you please advise if you played with or without an active bonus?

Do I understand correctly that your account was blocked before your account has been fully verified?

Has the casino specified the problem with your gaming activity?

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

Veronik

Hi! Thanks for taking this complaint.

1) I played without any bonuses

2) Yes, they decided to block it before I completed the full verification

3) No, they just refer to their rule.

Also, I would like to update what I got yesterday from them.

They are ready to refund my deposit, but I don't find it fair practice as:

1) In July 10th I was able to play without VPN and they accepted players from my country.

2) I deposited through crypto, they won't have any issues by paying back winning in crypto as well.

3) In general, I did not do anything wrong, except trying to be smart and asking them to stop my account from betting activity until I provide Proof of address to them (to not lose everything)

Thank you very much, silverhank77, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello silverhank77,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite a BETSSEN Casino representative to join this conversation and participate in the resolution of this complaint.

Dear BETSSEN Casino,

Could you please provide us with an explanation of the player's situation in more detail from your point of view? If the player was allowed to register from Ukraine, made a deposit and play, we believe the winnings should be paid out to the player as well.

Thank you in advance for your cooperation.

Kind regards,

Tomas

While I asked the casino to come here with answer, they still answering me to email.

However, they found the new reason for not paying. According to their T&C I'm not eligible to have an account there, as I'm an affiliate and receive money from gambling.

In that case, I breached their rule and I'll withdraw deposit only. But It seems extremely strange that they didn't mention it right after restricting the account.

So at first they were referring to:

12.1 Bookmaker company has the right not to accept bets from any person without giving any reason and reserves the right to close or temporarily block the accounts of individual Users without prior notice. A Bookmaker has a right to void all bets(even the accepted ones after review) or/and not pay the balance generated amount(regardless of deposit history) due to violating any of its terms or based on Risk Management decision.

Next they were referring to their decision to block whole region.

Now they are referring to:

2.1.2 An individual applying to become an Account Holder warrants and represents not to be under the age of eighteen (18) years. Minors cannot register as a player and cannot hold a BETSSEN Account.

o. not to be the person who works in the gambling industry.

I meant they have hundreds of excuses to block a player's account, which sounds like Unfair T&C.

Here are some other weird rules from their T&C:

12.7 Only the winnings witin the limits defined by Casino will be approved. The winnings over the certain limits per account (within sport limits, casino , live games or bonuses) will be recalculated and paid accordingly.

12.5 BETSSEN does not allow place bets on more than two seats in black jack games, 1 seat in poker, etc. Otherwise, we have right to block the accounts of users without prior notice. Casino has also a right to announce such bets void and demand re-wagering those.

25.7 Casino can void all the winnings from bonus remainder(regardless of bonus validity timeline) at any time upon its own discretion without notifying a player in prior.

Dear silverhank77,

Would you mind confirming or denying whether you have registered your casino account under your own affiliate link while we await the casino's response?

Thank you.

Kind regards,

Tomas

No, I'm 90% sure that Im registered under your affiliate link if they store cookies.

I never have any connections with Betssen. However, I'm affiliated with other casinos = receive money from the gambling industry, and guess that's the rule that they referring to.

Thank you for your patience while waiting for our response.

We have accepted Ukrainian players in the past. However, at the time when the client had registered on our website, we had already been in the midst of closing our services to the Ukrainian Market. Since technically it takes involvement of our platform provider, we could not predict the exact date of having this particular website skin down.

On the evening of July 11th, 2023 Ukraine was taken down from the registration form on our website and no new registrations were allowed from that market. We had reimbursed each client from that market in terms of any financial obligations they qualified for at that time.

As for this particular case – our client fell not only under this group of players, but also his account was reviewed and marked by the Risk Management Team (see the details below). He was notified about both reasons each time one of them occurred accordingly, meaning that Support Representatives let the client know upon both Risk Management overview final decision and upon suspending the market once it took place technically.

Details of BETSSEN interaction and steps in regards to this case:

1. The client registered on July 10th, 2023 and on the same date reached out to the Live Chat for the very first time asking about gaming limits.

 2. The next day, July 11th, 2023 after a proper review by RM team, the client got notified about services termination in regards to his gaming account. As stated in point 12.1 of our Terms and Conditions "a bookmaker reserves the right to void bets or withhold the balance generated amount, regardless of deposit history, if a user violates any of our terms or based on a decision made by our Risk Management team."

3. The same date July 11, 2023 late evening our platform provider updated the status of the Ukrainian market suspension and, due this fact as well, we had to reimburse and close all the existing Ukrainian clients’ accounts. Since the same client also fell under this action, as the service provider we were obligated to inform players about such global changes directly. We understand the confusion which this overlapping sequence of events may have caused to the client, though partly it did not depend on us.

4. As the client kept coming to the Live chat about refusing to withdraw the deposited amount, our Support Representatives had to clarify the reason behind the reference to point 12.1 of GTC (which the client had been informed about earlier) – which was also linked to 2.1.3 (o) of current GTC stating that "An individual applying to become an Account Holder furthermore warrants and represents - o. not to be the person who works in the gambling industry." The client is currently working as an SEO Team Lead at a gambling company and he had never notified us about any relations to the industry.

5. As the client’s gaming profile had a few reasons to be suspended, BETSSEN could not continue further service provision to him. Please also note that BETSSEN has exceptionally refunded his deposited amount fully, regardless of passing any KYC standard procedure. The client had continuously refused withdrawing the deposited amount, so the delay was caused by him only. Nonetheless, the refund took place on 19-07-23. In addition, his funds have been paid and his account has been closed for the aforementioned reasons.

6. As for a final clarification, the client did not register through the Casino Guru Affiliate Link. We can provide evidence to Casino Guru management privately, as to not to post any internal tools visibility in public, or Casino Guru affiliate Team can check through the affiliate system logs themselves.

We cannot understand what is the point of this claim, since the client has not lost any of his own funds and we kept all the rules of GTC, which the same client has accepted upon registration.

We have already refunded the deposited amount and find this case irrelevant at this time.

Please let us know if you have any further questions or need anything else to be clarified.

BETSSEN Team.

Dear BETSSEN Casino,

Can you please clarify during which period the player has accumulated their winnings? Was it before the notification of taking down the Ukraine market or after?

Thank you.

Kind regards,

Tomas

Betssen,

Do you think isn't that ridiculous that you were able to find my LinkedIn or Facebook with data I provided to you (verify me), but my account wasn't verified?

Hi Tomas,

The date of generating winnings is no longer important since, as mentioned before, the player fell under a list of reasons to be rejected further services. As for data, the gambling related data that we we found is a common rule for all Casinos to restrict both internal staff as well as any person who is from inside the industry. We have paid the player's deposited funds while he did not even pass any standard KYC (which is an exception). BETSSEN did its best to resolve the matter in the most appropriate manner.

BETSSEN Team

I can confirm that they paid out my initial deposit.

However, I still can't understand how I didn't pass KYC. You found my Facebook account and confirmed that it was me with my passport, personal data, selfie, etc. You initiated an investigation to find a reason not to pay me - accuse me of abuse, bonushunt, fake person, multi-account, etc.

Instead of letting me pass KYC and start this initiation = that will look legit, at least.

From my side, Betssen is a rogue casino with unfair T&C for players. If they decide not to pay - they will find 100 different reasons. Hope this complaint will help other players to stay away as casino management is not interested in playing fair.

Dear silverhank77,

As mentioned previously, the casino has made its final decision and will not be awarding you the winnings. Following a discussion with my team, we are of the opinion that your employment in the SEO gambling industry does not give you an unfair advantage over the casino. Therefore, the decision to withhold your winnings solely based on this reason is unjustified.

In this case, the complaint will be closed as unresolved. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to change its position, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao), and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait weeks or even months for an answer.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

In case you need any help, please contact me at tomas.k@casino.guru.

Best regards,

Tomas

We’ve reopened this complaint at the request of BETSSEN Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear all,

We are pleased to inform you that the case has been resolved, as the player has confirmed receipt of the payment with us.

Here's a direct quote:

"A casino representative contacted me to inform me that they reviewed the case again and decided to pay out the full amount of my winning. They reopened my account and successfully withdrew the rest of the funds. I can confirm that I have no questions to the casino and that this case is resolved to me."

Kind regards,

Tomas