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I am filing a complaint against Betsson Casino for refusing to pay out my legitimate winnings. Betsson accepted my registration as a player located in Germany and allowed me to deposit funds and participate in their bonus offer. I complied fully with all stated terms and conditions, completed the wagering requirements, and my bonus balance was successfully converted into real cash. My account has been fully verified and approved by Betsson. However, after achieving my winnings and requesting a withdrawal, Betsson informed me that their policy has recently changed and they no longer accept players from Germany. This change occurred after my registration, deposit, wagering activity, and account verification. Therefore, Betsson is attempting to retroactively apply new restrictions to avoid paying my valid payout. I respectfully request that the regulator require Betsson Casino to honor my winnings, as the funds were earned in full compliance with their rules in place at the time of gameplay and deposit.

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Dear LENZ71,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with BETSSEN Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Are you able to request a withdrawal?
• How long have you been a player at this casino, please?
• 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.

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

Dear LENZ71,

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.

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,
Katarina
Casino.Guru

We’ve reopened this complaint at the request of LENZ71. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

LENZ71's email:

hello, my apologies, i had some computer issues that i had to have my computer fixed but i was ver busy with work, may i please re open my case as its unjust,

-my withdrawl request was rejected, without any proper explaination, then afterwards i could not make any more withdrawl requests

-i was a new sign up player with i received the sign up bonus and i wagered it comletely

Dear LENZ71,

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

Dear LENZ71,

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.

Hello, we have just received the notification on the case.

Please allow us to review it and respond.

Since it is a holiday season , we will need at least 2 weeks to come back to it!

Thank you for cooperation.

Dear BETSSEN Casino,

thank you for the update.

We will be awaiting your response.

Katarina

Dear LENZ71,

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, Stefan (stefan.m@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

Ok, we will expect an email from you for the necessary evidence. You can reach out at coo@betssen.com

On our side we also require now to provide the screenshot from wallet where we can see the wallet details as well as the deposit transaction from it , so that we can be absolutely sure that the clients we suspect to be linked do not use the smae wallet. It can be shared with you since the info is sensitive and you can share with us - or they can upload it to their gaming profile for us to check , either way

Dear LENZ71,

My name is Stefan, and I will be handling this complaint going forward.

Could you please follow the casino’s instructions and provide the requested documentation so the process may continue?

We look forward to your response.

Hi, please let us know what documents or evidence is required from Casino at this stage. We will email it accordingly. Thank you

Dear BETSSEN Casino,

At this time, there is no need to provide any documents from your side unless the player has already submitted the requested documentation to you.

Dear LENZ71,

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.

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,

Stefan

Casino.Guru