Complaint #10 Betssen Casino

Confiscated winnings at last deposit rule

By Zoran P.

6 months ago

On 19–20 November 2025 I deposited a total of €500 via Skrill (€100 + €200 + €100 + €100) with no bonus claimed at any time.
After the last €100 deposit I started winning.
At 00:38 on 20 November my balance was €3,095.39 and I requested a €2,000 withdrawal.
I continued playing and at 02:08 my balance reached €9,218.76.On the morning of 20 November at 09:38 the casino suddenly deducted €6,218.00 from my account without any prior warning, leaving me €3,000.
When I contacted live support they wrote (exact quote):“Maximum guaranteed amount paid by Casino should not exceed x50 times the last desposited amount from which the winnings were generated.”
50 × €100 = €5,000. They therefore confiscated €6,218.
I request the immediate restoration of the confiscated €6,218 (or at minimum a clear reference to the exact published term that allows this confiscation).
Screenshots of deposits, balance history, deduction, and chat are attached.

Thank you for your mediation.
Kind regards, Zoran

Disputed Casino Betssen Casino

Reason Declined payment

Amount €2000

Discussion

AskGamblers

• Support Team

6 months 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.

Betssen Casino Complaint Stats

Resolved 1 / 3

Avg. Amount $2,894

Avg. Complaint Duration 6 days

Avg. Response Time 3 days

Betssen Casino Complaints

See all complaints for this casino

Verification issue and deposit demand

I am reporting Betssen for unfair practices and financial extortion. After winning $27.87, the casino blocked my KYC verification section. Support agent 'Jasper' explicitly stated that I must deposit an additional $50 and wager it twice just to be allowed to upload my ID. This violates fair gaming regulations. Additionally, their support emails are non-functional (returned as 'Address not found'). I have already filed a formal report with Skrill Compliance (Ref: I00D2006xzl..I500P30eBBcE.ref) as they are an official Skrill partner. I demand my account be verified without further deposits.

Unresolved

$78

Betssen Change Rules on verification and now refuse to pay

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.

Resolved

$6,286