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Betsson Casino - Locked account with ongoing bid and no option to cashout

RESOLVED
Complaint Info
Disputed casino Betsson Casino
Reason Account closure
Posted on October 19, 2021

Dear AskGamblers,

Several days prior to September 5th, 2021 I lost 119000 Soles (PEN) in Betsson bets which I knew about the risk, then I succeeded in other bids so by September 5th I had in gains little bit more than 28000 PEN.

In September 5th I performed a combined bet with 28000 PEN for games to be played by next day (September 6th)

In September 6th, 2 hours before the games start; because of familiar matters I decided to ask for the Cashout of this so I logged in but I was not able to see any of my history nor ongoing bets.

I tried several times and then I got the message that my account was locked (as attached), I even checked my email as usual and no special communication found.

Obviously right now I have no way of getting screenshots of my transactions history in betsson as I have no access.

Mainly my complaint is claiming for the Amount Cashout for that bet, 2 hours before games start which I couldn’t perform because Betsson locked my account with no reason, it’s not because of protecting people because they had several days for protecting the user seeing that the user (me) was losing more than 100000 PEN. But no, curiously when the user (me) gained several bets and got little bit more than 28000 PEN then the account was locked and with an ongoing bet!

I need my bet cashout back. That’s what I am requesting.

I tried contacting betsson chat same day (September 6th) but they did not answer properly just saying that I had to wait until someone answers.

Find attached emails since September 16th, day in which I asked for formally enter a complaint because previous days no one told me about a complaint case number.

Actually until now I don’t have any complaint case number, last time I sent a reminder was October 12th and no answer until now. 

This is incredible, I am totally conscious about the risk of these games and actually it’s like that, a game so anyone should get fun and being conscious about the risk. I was conscious and took my risk under my control. But the way Betsson is just ignoring me is not the proper way. They only agreed to refund my betsson account backlog but they never answered about my complaint so this is unfair and not proper at all.

Please your support in order to get the cashout back, as I was forbidden to do it on time.

AskGamblers
Posted on October 26, 2021

Dear all,

This complaint has been reopened as per Betsson Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Posted on October 28, 2021

Hello,

I am sorry to hear that you have had a negative experience while playing with us.

We at Betsson are committed to ensuring that our customers play responsibly with us, and we need to ensure that our players are in control and playing within their means. After reviewing your query, I can see that we contacted you for exactly this reason on the 3rd of September after a period of high activity on our site. We asked you to get back to us with a response in regards to if you are feeling comfortable with your activity on our site and if you are feeling in control of your gambling habits.

After we received no response from your end, we sent a follow up E-mail on the 6th of September where we once more requested that you get back to us as well as informed you that if you did not respond to our questions your account may be restricted as a result.

3 days later, on the 9th of September, after not receiving a response from your end, we made the decision to restrict your account from further betting until we were able to get in touch and have a dialogue with you.

After your account was restricted on the 9/9, you were no longer able to bet with us, which may have resulted in you no longer being able to cash out ongoing bets. This is a decision we have taken in line with our terms for the cash out function which you can find if you click on this link:
https:­//w­ww.b­et­sso­n.c­om/­en/­gam­e-r­ule­s/s­por­tsbook

After a thorough review and careful consideration of all facts, we can confirm that we believe that we have acted in accordance with our responsible gaming policies which are designed to offer a safe environment for our players. We will unfortunately not be able to offer any refunds for previous lost bets placed on our site, and in accordance with our terms, we will not be able to offer any compensation in instances where a player have not been able to cash out a bet.

I hope that I have cleared out any potential misunderstandings with this post. While I understand that this is not the answer you were hoping for, we appreciate your understanding in this matter.

Kind regards,
Pierre

AskGamblers
Posted on October 30, 2021

Dear @tavillo12,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note 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 complaint 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.

AskGamblers
Posted on November 4, 2021

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

Posted on November 7, 2021

I totally disagree with what betsson mentioned about care for players looking for playing responsible.

I agree players should be aware of risks and just having fun with online casinos and that’s how I faced playing in betsson. Now betsson mentions they just locked my account for protecting me then also should have locked my ongoing bet in that moment which was not a small one and I required cashout.

Betsson mentions because of time took for answering. I had previously already answered about my gamer behavior and about feeling comfortable with betsson so they already knew about it.

And now betsson never took my complaint not by email not chat more than 1 month! So what about time in that case? I had to look for askgamblers and until now I am not said from you which local entity I have to complain about betsson with.

It’s clear that the gamer protection was given only when I was winning but not when was losing and obviously real protection should apply when losing.

Thanks in advance for your right attention and support.

Posted on November 8, 2021

Hi,

I am afraid that there is still some confusion regarding the safe and responsible gambling procedure we have and I do wish to make it absolutely clear that these have never nor can be connected to "winning or losing" nor does it make any sense to apply only if losing and not winning and so on, this is simply irrelevant. We carry out our checks based on our requirements which are dictated mainly by regulatory requirements and also our business guidelines. I do need to repeat that this is very clearly mentioned in the Terms and Conditions accepted when registering and using the site and account, and therefore it was customer's responsibility to know that these could be repeated in time, so also stating that some previous questionnaire had been replied earlier, has absolutely no relevance should we need to carry out these checks again at a later stage, so I am afraid that the "already knew I was comfortable" back in time does not mean that when we sent this time such a request, it could be ignored.

I am very sorry that things went this way, but I am afraid that there is no way around this, it was customer's responsibility to reply in a timely manner to our email requesting safety checks and not doing so because he believed this was already clear from some previous check back in time is no valid justification for ignoring this. What this then later entailed I am afraid can't be blamed on us or our procedures, these are fully visible on our sites and are in line with the regulatory requirements we need to abide to when it comes to ensuring that players are gambling in a safe and responsible way.

I hope this helps clarify.

Regards

Pierre

Betsson Customer Support Manager

Posted on November 12, 2021

Hi,

I agree with you in the fact that apparently we will not see the same behavior. I clearly am complaining about arbitrary decision made by betsson.

You mention that this is my fault because I took too long to reply. But according to this, then betsson ignored completely for more than a month my complaint request. Even now after asking askgamblers, betsson took too long again so thinking as you expose… I would be right and need my money back.

Anyway, please tell me which is the peruvian authorized entity betsson reports so I can address the complaint properly.

Thanks in advance for your son reply.

Posted on November 12, 2021

Hi,

Please understand that the complaint has absolutely no connection nor relevance to the Responsible Safety checks done, and was initiated after the above events, so the timeframe of the handling of the complaint has no impact on the previous actions and decisions.

Our Terms and Conditions are very clear, both regarding the actions we may take to ensure players are playing responsibly, and whether or not we want to offer the cashout function. I will once more repeat this to make absolutely sure there is no more false impression that there is any obligation on a bet placed to guarantee the cashout function, the cashout is offered exclusively at our discretion and may be suspended or removed whenever we deem so.

https:­//w­ww.b­et­sso­n.c­om/­en/­gam­e-r­ule­s/s­por­tsb­ook­#ca­shout

3. Cashout
We may, at our absolute discretion, allow you to take a return on a wager you have made before settlement of the market on which the wager was placed (Cashout).

Cashout may be available on selected pre-match and In-Play sports markets via the internet, iPhone and Android app only. Cashout may not be available at all times.
We reserve the right to suspend, amend, restrict or cease to offer Cashout at any time, on any market or to any customer, without providing a reason or advance notification, even where Cashout has been advertised to a customer as being available. We are not liable for any losses which may arise in connection with Cashout not being available to a Customer, even in circumstances where Cashout has been advertised as being available for a particular event or at a particular time.
We are not liable for any losses which may arise in connection with a Customer’s use of the Cashout feature or a Cashout Request being accepted or declined by us.

I hope this helps clarify, as I can once more confirm that from our end we have acted in accordance to our player safety policies and Sports book rules.

No refunds nor any form of compensation is due.

All necessary information is available on our site and please do note that Ask Gamblers here is acting as an ADR.

Regards

Pierre

Betsson Customer Support Manager

Posted on November 15, 2021

I understand what you mention about the guidelines followed according to your explanation and we are not in the same line for sure. Please betsson just tell me what’s the Peruvian entity to which betsson has to senda report so I can then contact them for evaluating this. Thanks in advance for your soon reply.

AskGamblers
Posted on November 16, 2021

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Betsson Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

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