Complaint #1 Betssen Casino

Betssen Change Rules on verification and now refuse to pay

By Hernan S.

3 years ago

I opened this account on Jan 8, 2021 and made around 3 deposits at that time using bitcoin of around 0.006 Bitcoin total.

I was a winner and did the account verification. I was asked to send in ID and also a selfie holding my ID, which I did.

I was told, that because I made a deposit using bitcoin this was all I had to do (See screen shot chat, that is over 120 weeks old. Luckily this casino keeps all chat history.)

I made some withdrawals, and all was good.

I recently visited the site again, and discovered I had money in my account of Euro 1,600 that I had forgotten about.

I played a number of different games at the live casino (Baccarat, Blackjack, Dragon Tiger) and also some Slots.

I was able to win, and my account balance is currently at Euro 6,286

I decide to withdraw, but it is rejected.

Casino say they change the verification rules and I must do 3 things:

1. Send a selfie.

Despite already sending one in 2.5 years ago, I do this again.

This was marked as verified within an hour.

2. Send proof of address.

I did this, and it was marked as verified.

3. Send a screen shot of the bitcoin wallet I use.

I no longer have the wallet that I used for this deposit.

All of the bitcoins in that wallet were transferred out, and I no longer have the recovery seed for it.

So it is impossible for me to make the screen shot that they request.

I explained this on chat, and they asked me to send a screen shot of my current wallet, which I did.

It has now been 3 days since I sent this screen shot, and it is still marked as Pending, and my withdrawal requests are still rejected.

I searched my records, and I think I have the address I sent payments to:

< bitcoin address removed >

But I am not 100% sure this is correct.

I understand that a casino can change its verification procedures. However, it is unrealistic of them to expect me to show them deposit screen shots from 2.5 years ago. Accounts often get deleted. If I made a new deposit, then yes, they can expect a screen shot proof.

You can see from the screen shot that my account is marked as verified. I had no way of knowing that I needed to do extra steps before I could withdraw.

I was never notified of this change until I tried to withdraw. They never emailed me.

It is unreasonable of them to not pay me out on my fully verified account.

Disputed Casino Betssen Casino

Reason Declined payment

Amount $6286

Discussion

AskGamblers

• Support Team

3 years ago

Dear @hzsc,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Betssen Casino

• Representative

3 years ago

Hello and thank you for the feedback.

It is important for us to hear back from our clients and improve accordingly.
Regarding this particular case - here is our response after a proper review:

1. The client signed up back in January, 2021 and since then he has withdrawn 3 times based on KYC process that has been relevant during that period of time. As the client stated himself , other Casinos close the accounts which show no signs of activity for a long time , yet BETSSEN never did so and also held the balance of the player secure and untouched with a right to use it anytime.

2. Each Casino has its own KYC policy which can be adjusted and updated based on both internal security policy and according to each client's case when KYC finds necessary to review the account for additional security reasons. As for this case the client has been actively playing for a while ( back in 2021) , yet he never logged in and played for over a year.
Clients last login- 03-02-21 00:02:11
Clients recent login ( first time after a long break) - 16-03-22 01:38:50
And after it another long break until 18-09-22 01:13:41
This activity seemed quite suspicious and triggered additional review need from our relevant department. After such a long break and having over $1,500 on his balance , BETSSEN applied some steps in order to provide the most secure services and not let any 3rd party benefit from this balance.

3. The additional verification was required based on point 2 ( mentioned above) and more so, because the deposits and withdrawal attempts were initiated via Crypto wallets ( and as the client mentioned different wallets) . All that being said, KYC department applied additional actions in order to make sure the account holder is fully identified.
4. BETSSEN Casino paid fully all the funds - €6,306.41 on May 24th, 2023 , whereas his first attempt to withdraw any funds was initiated on May 17th, 2023. The last stats prove that Casino has no intention to hold any funds, but simply made sure that the real account holder will receive their funds.

We hope that this history explains the situation and need for additional KYC and makes the claim unrelevant.

With Best Regards,
BETSSEN Team

AskGamblers

• Support Team

3 years ago

Dear Betssen Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.