Betsson Casino - Player's winnings have been confiscated.

I created an account and after identification, I received a gift of 5 chips which turned into 22 Euros. As I continued playing at the casino, I managed to make 380 Euros which I then tried to withdraw. However, my withdrawal never went through and I was told that my funds have been withheld because I allegedly violated some term and abused the bonus. I asked if it's possible for my funds to be returned to my account in order for me to make a deposit and continue playing. I find it unfair to have my money withheld in such manner, especially since I didn't knowingly violate any rule and they could have warned me that I wasn't allowed to withdraw the entire amount. Instead, they didn't notify me at all and withheld my money, which I find completely unacceptable!!!

Dear Theano906,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betsson Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you made any deposits in the casino?
• Have you opened any previous accounts in the casino in the past, to your knowledge?
• Please forward your correspondence with the casino to my email at tomas@casino.guru

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,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

No, I have not opened an account at this casino in the past. I didn't make any deposit, they gave me an identification bonus of 50 free spins which gave me €0.04. Of which 0.04€ goes as a bonus, also 5 chips from which I received 22€ but this 22€ goes as withdrawals and from them playing I reached 380€. Which were withdrawable, I made the withdrawal and they withheld the money, without any notice, I believe that all this is done for 0.04€ and it is unfair unacceptable reason that the money was withdrawable and not a bonus. I asked through a complaint to return the money to my account but the answer was no, that the issue has been closed on their part and they are not returning it to me.

Do I understand correctly this is the bonus you received upon registration?

Was the free bet on sports also part of the bonus you received? Have you used the free bet when playing on your account, please?

Yes this is the bonus I received, I used the freebet yes. I made a bet that didn't win. I want at least a part of the amount I won to be returned to me, I consider it unfair to confiscate the entire amount. If you can do something to get back to my account a part of the amount.

Thank you very much, Theano906, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you Theano906 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Betsson Casino for their help in resolving this complaint. We would like to know why was the player's money confiscated and what can we do to help resolve this issue.

Thank you!

Thank you for the effort you will make to find a solution to this, I am waiting for a proper answer and a successful move to get a part of my money back or even the whole amount, as I consider it unfair what was done.

I would also like to say, that it could be since they say there is this condition that they have the amount locked as bonus money so that the full amount cannot be withdrawn, but I clarify that the entire amount was withdrawable, so yes they could to notify me and say that it is not possible to withdraw the entire amount, and not to steal it like this without any information! I believe I am right as if they were correct as a company they could have available to withdraw only the amount I can do and not the full amount and then say they withheld it. They could keep the amount that exceeds the term as they say and withdraw the remaining amount. I consider this all a scam on their part.

Dear Theano906, I was in contact with the casino but I was only recommended you contact the casino support. As the casino doesn't seem to want to cooperate with us with the resolution of this complaint, 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.

Best regards,

Peter

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,

Peter