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Betsson Casino - All winnings after wagering a bonus removed without any further justification

RESOLVED
Posted on April 10, 2019

Hello and good evening,

Unfortunately I have to file in my first complaint after being a long time Online Casino player for many years. Betsson has always been one of my absolute favourite Casino and I am just speechless.
I will get to the point straight away.

I received a 100% up to 100€ bonus offer from Betsson this weekend that was valid from 4th of April until the 7th of April. I was excited about it and made my deposit after I received the promotion via E-Mail. I made my deposit and received the 100% bonus right away, as usual at Betsson Casino. Very quick and no issues.
So I played some of my favourite Slots and had some really nice winnings in some of them finally. After wagering I ended up with a bankroll of about 700€ but ended up withdrawing at a balance of 661€. My deposit was via PayPal and so was my withdrawal via the same method.
I was already surprised that it took so long because usually Betsson is very quick with PayPal withdrawals.

Two days later, at the 7th of April at about 2pm I received an E-Mail from the financial department of Betsson that I already attached to this.
The E-Mail says that they decided to restrict me from further Bonuses and Promotions regarding the terms on 12.1 on their site AND that they removed all my winnings (551€).
I still don't know what is going on here, I have not validated any rule on the terms and the E-Mail is missing all the important details. I am playing Online Casino for many years now, and this has never happened to me. I always make sure to not validate any rules, and I haven't just as usual.
I can understand if they want to restrict me from further bonuses on their site, that is their choice but that the Casino removed my entire winnings leaves me absolutely shocking.
I hope the entire situation is going to be clarified and you can help me out. I am open to talk with the department in private or public on AskGamblers.


Greetings

PS: I attached all files in private in respect of the Casino, if you need further information let me know.

Posted on April 10, 2019

Hi STARTOWER,

My name is Roger and I am the Betsson Customer Service Complaints Manager.

I have reviewed your complaint and I would like to clarify a few things. Please bear in mind that I have traced back to the account based on the reference number 190407-004792 and email address visible on the screenshot y ou have attached, so I have to assume that this is your personal account and the only one you have registered.

Based on the above I need to point out that the registration date is 2018-09-01 23:49, therefore just over 7 months, since you have stated "after being a long time Online Casino player for many years" I have to kindly invite you to let me know if you have any other older accounts, as this is clearly against our Terms and Conditions.

This said, I also need to point out that as you had been informed via the email from our support, you have been immediately refunded the initial deposit of 100€, which you have already withdrawn. I need to confirm that you were also informed in this email about the Terms and Conditions which had been breached and supplied the link to see these, so as far as I can see, no information was omitted and for clarity's sake I will supply them again here:Terms and conditions 12.1 which state: "Any Bonus is only available once per person, family, household, address, e-mail address, credit card number, bank account, telephone number, computer/device and / or IP address." In view of this, the decision to remove you from any future bonuses across Betsson and any other brand will stand.

However, I have decided to make an exception and credit the funds back to your account, so you can log into your Betsson account and you will find the winnings of 551€ available on your account and may proceed to make use of them as you prefer.

I believe this should settle the complaint to your satisfaction, and please don't hesitate to get in touch with our support for any further assistance.

Regards

Roger
Betsson Customer Service Complaints Manager

Posted on April 10, 2019

Hello and good afternoon Roger,

First of all, thank you for the quick reply.
Oh by long time Casino Player I meant across my whole "career", not just Betsson. Sorry for the confusion there. I don't have any other accounts of course.

Anyways, thank you for charging back my winnings, I appreciate the quick help on the topic. It is still sad to hear that you exclude me from future promotions, but that decision is completely up to you and I have to respect that. I can confirm that I have received the winnings back.

Thank you anyways for helping me out so quickly and solving the situation.

Kind Regards

AskGamblers
Posted on April 10, 2019

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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