BETSSEN Casino - Pelaajan voitot takavarikoidaan.

I wo 607 Euro with Real Money and the Casino is now saying they don't want to pay me because they have not banned GERMANY as a Country they serve.

I signed up to this Casino on November 8th, 2025, and I was allowed to sign up being from Germany. I deposited 150 EURO and won with real money 607 euro. They told me they are closing the casino to Germany and don't want to pay my Funds.

This is not right and I expect them to pay me my 607 EURO

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 negative experience with BETSSEN Casino.

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

• Is your account blocked as a result of the casino's policy toward German players?
• When did you register your account in the casino?
• When have you passed account verification in the casino?
• Could you please share with me your communication with the casino regarding the reasons not to pay you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

1. The account was blocked after I won and verified my account. I submitted everything including a SELFIE with Note
2. I registered on November 12 2025. They informed me that they not longer accept Germany after I was full verified
3. Its not blocked, I can still login and they want to send my deposit back, but I want my winnings, I won fair and square

They are trying to steal my winnings from me that I won with REAL MONEY

Please see your emails I sent you.

I request that they pay in me in FUll, as the winning were by real money and before they closed the site down to GERMANY. They allowed me to sign up, and play , they should pay me.

Anyone to respond? I want my winnings and funds back

I apologize for the delay.

• Was there any visible warning that the players from Germany weren't accepted at the time you registered?
• Have you filled out your player's profile before depositing and playing with personal information, including your country of residence?

Please let me know.

Hello,

No, I was able to sign up and informed them of my Country. No one said anything until I already did my withdrawal and verified my account with a Selife and Selfie and NOTE

Dear rathonim53

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,

Tomas

Dear rathonim53,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from BETSSEN Casino to join this conversation and assist in addressing the complaint.

Dear BETSSEN Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

So no news?

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.

Yes ok, as they changed the rules after I signed up and that's not right.

Hello rathonim53,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. 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. In the meantime, I recommend you contact the Curacao Gaming Control Board (complaints@cga.cw) 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 (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan

Casino.Guru

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

Dear BETSSEN Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Hi, we are now reviewing the case and will soon come back with a response related to it.

Hi,

We have thoroughly reviewed the case . We confirm that the customer has registered at our Casino on November 12, 2025. At that time our application for German local license has still been processed by local authorities and we were accepting players from that market. On November 14th ( Friday) we received a notification from local board that we should not accept players until the final status of license is approved, thus we notified all German players that we cannot provide such activities and will refund the deposits, since we are not allowed to provide gambling services. Please ask the player to request his deposit which we will approve right away. As for the rest, we do not have the right yet to pay any funds generated from gambling activities to german clients, that's the only reason. As a matter of fact , Germany is removed from our registration form since Nov 15, so that we do not fall again into a confusing situation.

Also, we have never confirmed that the client's account has been verified, the client submitted the documents and they were being reviewed , and once we got the response from licensing authorities we notified the client about the situation ( account not verified at the time).

Also , please compare the cases https://casino.guru/complaints/betssen-casino-player-s-winnings-are-confiscated-by. Same date of registration, similar email ending with proton, same amount of deposit 150 Euro, same LTC currency, same provider's games , so both players also might be linked to each other.

Thank you,

BETSSEN Team

Hello, You took my funds and didn't pay my winnings.

The clienr reached out on January 3rd and asked to refund his deposit and disappeared afterwards. Please clarify with the customer , since we are ready to proceed , thanks

Dear BETSSEN Casino,

Thank you for your response and continued cooperation.

Could you please provide us with the player’s game log so that we may obtain a clearer and more comprehensive overview of the case? You may send it to my email address stefan.m@casino.guru.

We look forward to your response.

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 rathonim53,

Could you please follow the casino's instructions and provide them with the requested documentation?

We look forward to your response.

Dear rathonim53,

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