Betsson Casino - Player has been accused of opening multiple accounts.

Hello, I won a large amount playing on the casino of Betsson a while back. I was using a casino bonus and had a balance of 148 740 NOK when the bonus was completed. A few days after completing verification of my account and making a withdrawal request I tried to login and got an error. I had received no email other then that my verification was completed. After contacting support I got a new email informing me broken rule 12.1.

Looking up the rule on their site it says:

12.1 Bonuses are only available once per person, family, household, address, email address, credit card number, bank account, telephone number, computer/device and/or IP address.

I have checked with the people in my family and they don't remember ever having an account at Betsson. No one uses my computer except me.

This was almost a year ago, I tried contacting them again through support but they direct me to email and then won't inform me anymore other then the initial email I received. I didn't know what to do until recently when I found this site. That is why it has been a while since it started.

Would really appreciate any help.

Dear WilliamL,

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

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Were your winnings accumulated with or without an active bonus? Was your account previously verified?

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

Thanks for the fast reply, I am the only owner and user of my computer, and no one in my family have had an account with them before. Regarding my neighbours, I am not sure, I have not asked them but I could do that if required. But unless they have hacked our wifi which is password protected, they should not from our connection at least.

My account was previously verified and to my knowledge a big part of the winnings was connected to a bonus, but far from all of it. There was some time after I won with the bonus that I played without a bonus, and then when I tried making a withdrawal at a later point was when the account was locked. But do forgive me if don't recall everything exactly right since it has been a while.

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

Hello WilliamL,

I will assist you with the complaint from now on. I'll try to contact the casino in order to learn more about the issue and I'll request supporting evidence.

In the meantime, if there’s any relevant communication between you and the casino, please forward it to tomas@casino.guru

Hello WilliamL,

Thanks for the email communication you provided.

As the issue is related to sports betting, I’m afraid we are unable to assist you with this case.

As I mentioned in my email to you, we do not have a branch that deals with sports betting complaints. While this is something that we may do in the future, we currently do not have enough insight into sports betting to be able to advise you correctly.

Please take advantage of the other services I suggested in my email to you, if you wish to pursue the issue further.

The complaint will now be rejected. I’m sorry we can't be of more help on this occasion, but please do not hesitate to contact us if you run into issues with any online casino in the future.  

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

"Could you give some clarification on what constitutes as "winnings from sportsbetting"? I started off with a casino bonus which I then, after wagering completely, turned in to a large amount of cash balance. After that I places some bets on sports, but the issue is not sportsbetting since no sport bonus was used or no sport rules was broken. The issue is still casino related since that was were my winnings stemmed from, and the issue is casino related since the casino said I broke the casino bonus rules. Even though I wrote like that in the email, that was not the whole truth, in the moment I was very frustrated and made an exaggeration in an attempt at getting my money back."

We would like to ask the casino to react to our questions about the accusation of multiple accounts.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear WilliamL,

The casino representative is out of the office. I'll try to discuss the case with him when he returns. I'll set up the timer for additional 7 days. Thanks for your understanding.

Dear WilliamL,

I have tried to contact the casino repeatedly but had no success in getting any information relevant to your case. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact eCogra – an alternative dispute resolution service (https://www.ecogra.org/srs/dispute.php), and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/support/online-gaming-support/). Please let me know if you need help with filling out the form or how the ADR responded if you can do this on your own (tomas@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Tomas

Casino.Guru