Beschwerde #303 Betsson Casino

Locked account with ongoing bid and no option to cashout

Von tavillo12

vor 4 Jahren

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.

Unseriöses Casino Betsson Casino

Grund Kontolöschung

Betrag S/.28000

Diskussion

AskGamblers

• Support Team

vor 4 Jahren

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.

tavillo12

vor 4 Jahren

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.

Betsson Casino

• Representative

vor 4 Jahren

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

tavillo12

vor 4 Jahren

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.

Betsson Casino Beschwerde-Statistik

Gelöst 18 / 21

Durchschn. Betrag $1,990

Durchschn. Dauer 8 Tage

Durchschn. Antwortzeit 2 Tage

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Betsson Spielothek - Auszahlungsantrag in Höhe von €1.900

Hallo,

ich habe am 14.12.2020 einen auszahlungsantrag in Höhe von 1.900 Euro beantragt.
Die vorherige Einzahlung wurde mit der gleichen Visa Karte getätigt, wo ich auch die Auszahlung beantragt habe.
Nach dem ersten Abbruch der Auszahlung bekam ich eine E-Mail vom Support mit der Bitte meine Kreditkarte zu verifizieren.
Dies habe ich dann auch umgehend nach einigen Schwierigkeiten des Hochladens der Dokumente, erfolgreich und von betsson bestätigt, auch getan. Anschließend Auszahlung erneut beantragt, und bis nach den Weihnachtsfeiertagen gewartet, da dies ja auch zu Berücksichtigen war.
Nach erneuter Anfrage beim Support wurde mir dann 2 Tage später mittgeteilt, dass die Auszahlung abgebrochen wurde aufgrund von Technischen Störungen. Ich solle die Auszahlung erneut beantragen. Die ganze Prozedur erfolgte mehrmals hintereinander bis ein anderer Mitarbeiter vom Support mir per Mail mitteilte, dass meine Kreditkarte nicht verifiziert sei. Die ist aber wie bereits erwähnt erfolgreich und nachweislich von betsson verifiziert! Dies habe ich auch dem Support nochmals freundlich mitgeteilt und ein Screenshot von der Verifizierung im E-Mail Anhang angefügt. Daraufhin kam wieder von einem anderen Mitarbeiter zurück, dass Sie nicht Auszahlen können, da ich meine Einzahlung angeblich mit einer anderen methode getätigt hätte. Dies stimmt aber nicht! Das ganze geht mittlerweile schon etwa 10 mal hin und her. Dabei habe ich mich stets an alle ein/auszahlungsmethoden, Spielregeln, Mindestumsätze, Verifizierung gehalten. Dabei stehen alle Aktionen nachweislich in meinem spielerkonto! Ich verstehe es nicht. Die wollen mir einfach mein Gewinn nicht auszahlen und erfinden stets eine neue Ausrede. Ich finde es für einen Seriösen Anbieter einfach eine Frechheit.

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Mit freundlichen Grüßen
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I am not sure if this is a genuine problem or just poor public relations from Betsson Casino. I saw that Betsson seemed to have a good reputation so I joined this week. As it was, I got lucky on my first day and decided to withdraw some of my winnings as I used a Visa credit card to pay money into the casino and wanted to use the same method to withdraw. Instead, when I tried to withdraw money, I found that there was no way to do it. Every option was blocked. I spoke to chat who said that it was an issue they were aware of and their team would contact me. I waited a day and was not contacted so again spoke to chat a day and got the same response. No one from the casino has contacted me in the last four days. I am therefore not sure why they are so highly rated. Up until this experience, I thought they seemed like a good casino.

I have been playing casinos for almost 20 years and have never struck this problem as I usually check the reputation of a casino first. I would like to know when or if I can withdraw my winnings. I have attached screenshots that I took today.

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Hello AskGamblers Team,

Firs of all, sorry for my English! I’m from Perú :D

This has been my first soccer betting season, I’m kind of sad because I didn’t have many lucky until the finals, when I won a recovered all my bets on the season and even won a little bit more but... on May 16 I did the first two withdrawals visa card transfer transactions for S/ 200 and S/60 (around US$ 70). The transactions were been approved. I supposed to receive the money transfer within 3-5 business us every time. I have the codes of both transactions if it’s necessary to show.

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On Sunday may 22, I did the last withdrawals visa card transfer transactions for S/ 230 (60 US$) and the problem it’s the same. Before making that withdrawal, I talked to the chat and they said to me that it was necessary to send the money to the same bank, even when I talked to them about the problem with the first two amounts.

In total, it’s like I’m losing S/ 490.00, the total amount for the 3 withdrawals visa card transfers transactions

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Thanks AskGamblers Team

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