Betsson Casino - Player's winnings are confiscated due to duplicate account claims.

I won money at Betsson casino, I made a withdrawal on my winnings at Betsson. They have sent me an email saying that I have double accounts at their casino even though I don't. They refuse to pay out my money that I have won because of a found argument that I should have two accounts at Betsson even though I don't.

Dear houssam, 

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.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus? 

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

Best regards, 

Veronika

My household no other people play.

I have not done kyc.

I play with welcome bonus

Dear houssam,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. As the casino doesn't want to cooperate with us with the resolution of complaints, I recommend you contact eCOGRA - an alternative dispute resolution service (https://ecogra.org/alternative-dispute-resolution/#!) and submit a complaint to them. I believe you will have a better chance to resolve your issue with their help.

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. I am sorry I could not be of more help on this occasion.

Best regards

Veronika