BETSSEN Casino - Player's winnings were confiscated and the account closed.

I opened my account before 3 years but i started play here before a month. I deposited 80€ I put some bets on casino and sportsbook and i made it 206€ after that i tried to withdraw some. I tried to verify my account but they asked more and more and papers wich doesn't exist... After hard try i done to verify my account but they remove all my winnings and they ask me to withdraw only my deposit and close permanently my account. I have all my bets on screenshot and there is nothing wrong with theese bets. I appreciate if you could help me to get my money

Dear aofsampali,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Can you confirm whether you have previously successfully completed the account verification process?
• Additionally, did you achieve winnings through slots or sports betting, and were these winnings accrued with or without an active bonus?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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

Best regards,

Petronela

Hi.

It was my first withdraw request and first time wich i try to verify my account. My winning was both from casino and sportsbook.

Thank you, aofsampali, for your reply. A quick heads-up: if the matter shifts to being related to sports betting, regrettably, we won't be able to assist you.

• Kindly send any relevant communication to petronela.k@casino.guru.

Ok i understand

Is there any relevant communication that you'd like to forward before we proceed to contact the casino directly, please?

Thank you.

Thank you very much, aofsampali, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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 aofsampali,

I am so sorry to hear your account got blocked and the winnings were confiscated. I will contact the casino and try 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 resolving this complaint.

Dear BETSSEN Casino,

Could you state why the player's account got blocked without the obligation to pay the winnings? Could you provide us with the evidence?

Thank you in advance for providing the information.

Kind regards,

Stefan

Thank you for bringing your concerns to our attention. We appreciate your patience and understand the importance of resolving this matter promptly. We would like to address the inquiry regarding the blocking of the player's account without the obligation to pay the winnings.

Verification procedures at BETSSEN Casino are integral to our Risk Management protocols, aiming to ensure a secure and fair gaming environment for all players. Each player is subject to a comprehensive verification process, where specific documents, and sometimes additional information, are requested. Our KYC Policy, outlined in detail on our website [https://www.betssen.com/en/promotions/live-casino?helpPageContent=109739], provides transparency to all our players regarding these procedures.

Upon conducting a thorough verification/investigation of the player in question, our Risk Management team identified patterns consistent with Arbitrage betting. This activity is explicitly prohibited under section 13 "Late bets and arbitrage betting" of our General Terms and Conditions, which is accessible to all players on our website.

As a consequence of this violation, the player's bets were returned, the deposit was refunded, and the account was closed. We strive to uphold the integrity of our gaming platform and enforce policies that ensure fair play for all users.

To provide evidence supporting our decision, we kindly request that you respond to this message with a private email address. Unfortunately, we cannot disclose sensitive information publicly, but we are committed to addressing your concerns and providing the necessary evidence in a secure manner.

Thank you for your understanding, and we look forward to resolving this matter with you.

Best regards,

BETSSEN.

First of all i learn what exactly is arbitrage right now from Google searching. Arbitrage means that i play different result in the same event wich guide to have a sure win. Can you sent here or private at least one bet wich i made that think? I played as i remember about 5-6 bets. All bets were in different events how is possible doing that think?

As you might know, our forum deals with complaints about online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue. I can continue in communication with the casino on your behalf and try to get more information, but at the same time, I’m forced to reject your complaint.

I suggest you submit your complaint to one of these two websites that deal with sports betting-related complaints – https://www.osga.com/ or https://www.sportsbookreview.com/sportsbook-complaint/.

If it’s convenient for you, we can continue our communication through e-mail. My email address is stefan.m@casino.guru.

Thank you very much for your understanding.

Kind regards,

Stefan, Casino.Guru