Betsson Casino - Player’s account has been blocked.

Dear CasinoGuru,

I was playing on Betsson casino and losing alot on a low rtp, well whatever, so be it.

When my balance was running low I proceeded and opened a new tab to contact the live chat to try and get a bonus/rakeback.

Lightly frustrated contacted live support and the live chat representative proceeded to block my account from placing bets while I had still an instance of Crazy Time open and was still betting.

Right when placing my last bet with the leftovers I had left it rejected my bet. And to my surprise the live chat representative told me he had locked my account for placing bets due to procedures she had to follow. I watched the bet and it was a winning bet and complained about this since all bets prior to contacting chat support were fat losers. I have also never asked for my account to be locked or closed down whatsoever.

I have screenshots from the chat transcripts and the game I was playing.

My solution for this case is refund me the money I deposited that day since the casino is preventing me from winning money in a ridiculous way. I have never experienced anything like this before in any casino.

I hope we can come to a solution together.

Dear Joeri,

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. Could you please advise how long ago you have registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)?

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

Thank you for your reply,

I have created my account on Betsson over 1 year ago, I do not remember exact date.

Mainly played slots and live casino, I believe my account has been verified.

This incident took place yesterday Sunday 18th of July.

Live chat transcripts and picture of game round have been sent by email in respect to the casino for now.

Thanks in advance.

Dear CasinoGuru,

That does not give the casino the right to close my account while placing a bet with my leftover funds?

Right at the moment I was placing chips on the table they block my account and it ends up to be a winning bet, and gets rejected.

Why didnt they close my account on losing bets?

I understand your frustration, Joeri, and I agree it is not ideal to block an account in the middle of the game however, from the forwarded screenshot it is not clear that the bet would be a winning one or that it has been rejected.

Have you, by any chance, saved your game history before your account got blocked, or have you saved a screenshot with your bet being cancelled?

No, I can still make a screenshot of history since they have only blocked my account from placing bets.

This bet is not in history and this screenshot I made was never paid out and got rejected. Sadly I did not manage to make a screenshot of the rejection.

Do I understand correctly that the bet hasn't been accepted at all?

Could you please forward the live chat transcript from the incident when your account got blocked for betting?

I’m truly sorry, Joeri, but since the bet has been rejected before the round was over (not placed – won – cancelled) there is not much we can do for you. After a closer examination of your live chat conversation, we believe that it was the right thing to do from the casino's perspective. You have informed the agent that you can’t effort to play anymore hence, your account was suspended. Please understand we can’t penalize the casino for blocking your ability to place bets since you have expressed your concern about not being able to afford to lose anymore money. 

Please let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint. I really wish I were of more help. Thank you.

Absolutely ridiculous, I advise nobody to play this scam casino, there is one more thing.

I have 13euro leftover balance which I can not withraw since the minimum withrawal is 20. I can also not deposit since my account is limited.

Once again this is absolutely ridiculous you think its okay how the casino treated me, you are part of the scammers to.

Have a good day!

Wow, just recieved an e-mail from Betsson.

They tell me I now have to give them a bank statement for the manual withrawal of 13 euro!

I have never before had to sent them a bank statement for higher amount of cashouts.

This casino is playing with me and I want every deposit I made on Sunday 18th of July refunded.

Dear Joeri,

I can assure you that Casino.Guru is not "part of the scammers". We have tried to help you with the issue from the very beginning. I’m sure you will agree with me that if it was the other way around and someone else would have made a comment that they can’t afford to play anymore in the casino you would restrict their account from placing any further bets straightaway.

Please understand that there is no valid reason to refund your deposited funds. Could you please clarify if you have succeeded in depositing funds into your casino account after this incident took place? Looking forward to hearing from you.

Dear Joeri,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I have not been able to deposit funds in my account. This case has been forwarded to eCorgra, ridiculous you can't do anything to this scammers.

Not to forget I even have sent a screenshot with chips being on the table, and right at that moment my account gets locked.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.