The player from Finland was unable to withdraw his €850 winnings after being asked for identity verification documents and subsequently being locked out of his account. While he attempted to submit a new passport, the casino refused his payout despite his earlier deposit of €200. The Complaints Team extended the inquiry period but ultimately had to close the complaint due to the player's lack of response to their messages and reminders. The player retained the option to reopen the complaint in the future if he chose to continue communication.
Betsson Casino AR - Player’s winnings are confiscated.
Closed
Our verdict
Player stopped responding
Amount: €850
Betsson Casino AR
Safety Index:HighCase summary
Discussion
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7 months ago
Translation
Hi, I deposited 200€ at the casino and in the end my balance was 850€. I made two withdrawal requests from the casino, one was 650€ and the other was 100€. Suddenly I got a message that I need to upload documents to verify my identity. I uploaded the requested documents to the casino but they didn't accept my passport because it was expired. Now later I tried to log in to the casino because I would have contacted customer service because I ordered a new passport so I would have told customer service about it but I couldn't log in to my account anymore. The casino refuses to pay me my 850€ winnings even if I send them a picture of my new passport. To be honest, I think this is a scam casino. They can't not pay me my winnings because I deposited 200€ with real money to the casino?? I guess they should pay me my winnings if I send them a picture of my new passport? Anyway, this casino owes me €850 and I ask that casinogurus help me get my money back which is mine. Thanks in advance.
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7 months ago
Dear Player,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betsson Casino AR.
I checked the screenshot provided. Based on this explanation, the casino will allow you to initiate processing of your withdrawal if you manage to verify your account.
Please allow me to ask you a few questions so I can better understand the situation.
- Were you informed of any alternative ways for you to submit documents?
- Could you please advise what is the date of expiration of your passport?
- Are you able to submit any alternative documents for verification that are not expired?
- Did you achieve your current balance with the help of a bonus?
- When was the last time you were in contact with the casino regarding the issue?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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7 months ago
Translation
No, I have not been informed about alternative methods of submitting documents. My current passport expired a couple of months ago but I just ordered a new passport which will arrive in about two days and I was going to send the new passport there when it arrives. Yes I can submit a valid passport in two days. No I did not choose any bonus I just played with real money the whole time. A few hours ago I last contacted customer service but it was of no help.
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7 months ago
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And I have sent many emails yesterday and today to that casino but they don't even answer me anything anymore.
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7 months ago
And here is a screenshot about My money in My account you can see from screenshot that i really Have 850€ real money in My account.
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7 months ago
Now they send me this email. I really haven't broken any terms and conditions because i Have new passport what i could send them but they just did not given me any possibility to send that new passport photo to them to come verified account. They just dont want to pay me My winnings. I think this casino IS scammer casino because i deposited 200€ My own real money to this casino and win 850€ and now they are saying that they do not pay me anything Even i could send photo of My new passport. In My mind this is so wrong. They just can't take My money or can they?
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7 months ago
Thanks for your replies.
- Have you attempted to submit your newly issued passport to the casino for verification?
- Have you attempted to submit an alternative ID to the casino in the meantime?
Please let me know.
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6 months ago
Dear Jarski88,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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6 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
