The player from Greece had requested a withdrawal less than two weeks prior to submitting this complaint. The payment had not been processed yet. The issue remained unresolved as the casino had not responded to inquiries regarding the player's missing winnings, despite multiple attempts by the Complaints Team to escalate the matter. The player was advised to contact the Greek Gaming Supervision and Control Committee for further assistance, as the casino's lack of cooperation had hindered resolution efforts.
Betsson Casino GR - Player claims that payment has been delayed.
Unresolved
Our verdict
No reaction
Black points: 351
Amount: €1,390
Betsson Casino GR
Safety Index:Very highCase summary
Discussion
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6 months ago
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I would like to file a complaint against Betsson, as I believe my winnings were unfairly deducted from me.
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6 months ago
Dear player,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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6 months ago
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Good evening, dear casino guru member!
Initially, I made a deposit of €60 and participated in the welcome offer. Before starting any game, I successfully completed my identification by sending the necessary documents (ID and DEKO account). My account was approved normally.
Then, I fully complied with the bonus terms. I completed the required wagering and, after the offer ended, I continued playing without an active bonus. My balance amounted to approximately €1,450, with which I played normally for two days.
I requested a withdrawal of €400, which remained pending. Suddenly, my balance was reduced to zero, leaving only €60 of the initial deposit. The only explanation I received from the support department was that I cannot participate in promotions, without telling me which specific term I violated or why the winnings were removed.
I ask the platform to investigate the case and:
Clearly and documentedly indicate whether and which term was violated,
Proceed with the return of my legitimate winnings, as long as there is no serious violation.
I emphasize that my account was fully identified before the start of the game, and all transactions were made transparently.
Thank you very much for your understanding and I await your response.
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6 months ago
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I would like to attach some screenshots so that you can clearly see that I am very wronged by the company because it did it on purpose to keep the money for its own benefit. It exploits the players who play and win. I played for two days and suddenly they told me this when I made the withdrawal. In the meantime, I may have made too many deposits and now I have lost a lot of money!
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6 months ago
Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you made any successful withdrawals before?
Could you please specify the bonus?
How did you activate the bonus?
Did you use a VPN?
Could you please share your communication with the casino regarding the bonus? Send emails or chat transcripts to my email at [email protected], or post screenshots here.
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.
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6 months ago
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Good evening, I haven't had any complete withdrawals in the past!
It was a welcome bonus that gave 100% of your deposit and 100 free spins!
I didn't use the VPN at all, of course, because I'm from Greece and I never use it! I used the bonus while playing at the casino! I'll send it to your email right away!
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6 months ago
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Here are some snapshots!!!
As you can see I didn't violate any terms! Because the account was already identified when I started playing from them also two days there was no problem and suddenly when I requested to withdraw my money then suddenly the problems appeared which are not valid they just do it so they can take the money this
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5 months ago
Dear player, do I understand correctly that you used a casino bonus and played only casino games?
Is your account currently blocked, or can you still access it?
Have you managed to get any specific explanation from the casino about which bonus term you allegedly violated? If yes, could you please share it with us?
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5 months ago
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Right now I can access the account but I am limited when I click to enter something like withdraw deposit and in the casino it shows me this
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5 months ago
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They also claim that I supposedly violated a 6.4.1 term but it's logical for them to steal large amounts of money from players.
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5 months ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) 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.
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5 months ago
Hello Locogreko14, 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 missing 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 GR to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s winnings have not been added to the account and provide some clarification? 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 [email protected].
Thank you for your patience and cooperation in advance.
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5 months ago
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And I'm glad to meet you, I hope you can help and I can provide all the information needed so I can get my money because they took it from me!
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5 months ago
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Mr. Matej, we have some developments, the casino seems to be unresponsive! For days?
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5 months ago
Dear Locogreko14, I am currently looking for the people who are dealing with complaints regarding the Greek branch of the casino. Given their high safety index and previous willingness to cooperate, I am yet hopeful we will get through and this complaint will be addressed by the casino representative in time.
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5 months ago
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Okay, we'll wait as long as it takes, the security indicator is fine, but you never know when an annex will be made, I trust you no matter what! I understand the effort and work you're doing and thank you! So we're waiting and I'm willing to give you any information you want!
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5 months ago
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.
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5 months ago
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The casino, imagine, has 21 days to respond, imagine, that alone says it all, I wonder why it has a high security index when it does this in such a problem!
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5 months ago
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What will happen in the end because this issue has remained like this?? What is happening?
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5 months ago
My apologies for a late reply, but I was trying to use every possible avenue to contact someone at the casino, and get them to deal with this complaint. Unfortunately, I have been unsuccessful and nothing I tried has worked.
I’m afraid there is not much that can be achieved without cooperation from the casino's side. I will mark the complaint as "unresolved" in our system. 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. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Greek Gaming Supervision and Control Committee (https://complaints.hgc.gov.gr/case/diadiktyako/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own ([email protected]). I am sorry I could not be of more help on this occasion.
Best regards,
Matej
