Betsson Casino AR - Player's winnings have been confiscated.

Hei! Pelasin ihan normaalisti welcomebonuksen tällä kasinolla. Kun sain kierrätyksen loppuun, laitoin normaalisti kotiutuspyynnön. Meni noin vuorokausi, ja casinolta tuli sähköposti jossa vedottiin että muka samasta ip:stä olisi pelattu aikaisemmin. Tämä ei voi millään pitää paikkaansa, ja on casinon osalta täyttä valehtelua ja vilpillistä toimintaa rahojeni pitämiseksi. Vaadin että Betsson lopettaa tämän huijaamisen, ja antaa oikeutetusti rahani kuten kuuluukin. Heidän syynsä siis ei pidä paikkaansa millään tasolla. Liitän vielä oheen heidän sähköpostinsa jonka he laittoivat: "Hi Maxim,

We are contacting you regarding your account.

We would like to inform you that your payout has been cancelled and the winnings withheld as per our terms and conditions 12.1

"12.1 Any Bonus is only available once per person, family, household, address, e-mail address, credit card number, bank account, telephone number, computer/device and / or IP address."

We thank you for your understanding with this matter.

Should you have any further questions, please do not hesitate to contact us via email or live chat.

We wish you a great rest of the day.

Best regards,

Tiffany

Betsson Customer Service."

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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? 
• How long have you been a player at this casino, please? 

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, 

Katarina

Hei! Ei ole mitään mahdollisuutta että ketään olisi pelannut aikaisemmin ip:stäni, ja asun kaiken lisäksi yksin joten mahdollisuus tälle on käytännössä pyöreä nolla. Casino ei edes pyytänyt minulta mitään KYC-Vahvistuksia, he vain kylmästi sulkivat tilini ja ilmoittivat minulle yllä mainitun sähköpostin. Rekisteröidyin casinolle 1 päivä ennen kuin sain heiltä tuon kyseisen sähköpostin, joten olen siis ollut vasta ensimmäistä kertaa heidän asiakkaanaan, ja saman tien noston saatuani he poistivat tilini jotta en saisi rahojani ulos. Tässä vielä linkki käyttämälleni kasinolle: https://www.betsson.com/en Ystävällisin terveisin, Maxim

Dear maximfuksman1,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hei!

Sähköposti lähetetty

Hello maximfuksman1,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear maximfuksman1,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Hello maximfuksman1, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the voided bonus winnings. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Betsson Casino AR to join the conversation and participate in the investigation of this case as well. Could you please provide more details about how the rule 12.1 has been broken? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

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.

I have found additional way how to contact the casino representatives, and in hopes of getting the casino to respond to this complaint and reach amicable resolution, I am prolonging the timer until Friday 23rd January, before closing this complaint as unresolved, which will negatively impact casino rating within our review.

Dear maximfuksman1,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the authorities the casino is licensed with:

• For Loteria de la Ciudad please use the contact form at the bottom of their FAQ page
• You can e-mail Loteria de la Provincia directly at juridicolegal@loteria.gba.gov.ar
• And for Loteria de Cordoba you can use their contact form

If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej