Beschwerde #22 Betsson Casino

Refusing to pay out my winnings, won't say why

Von Tom S.

vor 8 Jahren

I've been a member on this site for over a year and I've had one succesful withdraw made before about a year ago. I haven't played since then but I've had alot of emails saying they miss me etc etc and this summer I got a nice bonus to come back so I did. I deposited and in the end I ended up winning 26 000SEK when my bonus was rolled over. So I made a new withdraw and sent them the requested documents.

A couple of days later they sent me an email saying I've broken against their rules, but they won't say which one, and I'm sure I haven't broken any of them. So I contact them and they still won't say what I've done wrong but they're gonna keep the money. I think they're either mixing this up with someon else, or they're making this up. I've never experienced anything like this before and this is really alot of money... I've lost alot of money in the past on other sites but this was going to make up for alot of it so I was really happy about it but now it all turned into a nightmare instead. I'm never going to bet on this site again and I wish I never did in the first place, but now I want my winnings. Can you please help me?

Unseriöses Casino Betsson Casino

Grund Abgelehnte Auszahlung

Betrag kr26000

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.

Betsson Casino

• Representative

vor 4 Jahren

Hello,

As was mentioned previously by the customer in this thread, an E-mail was provided to the customer where the customer was informed that the net winnings from playing with the bonus had been withheld and that the deposit was paid out to the customer. This decision was taken in line with the following terms and conditions which the customer accepted when registering an account and logging in to play on our site.

12.1 Bonuserbjudanden är bara tillgängliga en gång per person, familj, hushåll, adress, e-postadress, kreditkortsnummer, bankkonto, telefonnummer, dator/utrustning och/eller IP-adress.

12.11 Alla bonusar är avsedda för hobbyspelare och/eller som tecken på vår uppskattning för våra kunder och vi förbehåller oss därför rätten att begränsa behörigheten att delta i hela eller delar av en bonus.

20.1 Om vi misstänker att du har brutit mot dessa Regler kan vi vägra att öppna Kontot. Vi kan också välja att pausa eller stänga Kontot. Vi kan också hålla inne alla pengar på Kontot (inklusive insättningen) och kvitta alla pengar eller skador som du är skyldig oss mot pengarna på Kontot.

The terms were provided to the customer in Swedish, and for any disputes, the customer was referred to contact our regulator MGA on the 16th of August 2017.

Kind regards,
Pierre

AskGamblers

• Support Team

vor 4 Jahren

Dear all,

Kindly be notified that this complaint is being reopened following the declared willingness on behalf of Betsson Casino management to do everything within their power to resolve their outstanding AGCCS cases. The AskGamblers Complaint Team will gladly assist by giving any of these old cases an additional chance for a successful resolution.

Tomts97

• Schweden

vor 8 Jahren

I've had an email from them now saying I've either used the same ip as another user, or the same computer and therefore they have no other option but to take my money.

I'm the only one using my computer so I know for a fact that can't be it. Second of all my ip-adress changes every time I connect to the internet so I find that very hard to believe aswell. But the fact that my ip-adress changes every time means it's bound to happen that I get the same ip-adress as another member sooner or later right? I've called the internet-provider and they say the same thing, it's very unlikely but its possible and the betting company (Betsson) should be aware of this. If not they were welcome to call Tele2 customer service for more info...

I have no ide who this other user who accidently had same ip-adress as me (if true) but if they look closely they should see that this scenario is what has happened in this case. But I guess they just took the chance to make up an excuse to not pay out my money and/or don't feel like doing a close look into this matter. It's so frustrating that they think they can do whatever they like and get away with it like this. And that people will just accept this. I'm so angry right now I don't know what to do...

I probably can't do much more that this, I've contacted MGA and written a complaint to both them and Betsson themselves. I've tried to tell people I know about this aswell and I know two friends already turned to other sites instead of using Betsson anymore but I just want my money rather than being reminded of this all the time...

Betsson Casino Beschwerde-Statistik

Gelöst 18 / 21

Durchschn. Betrag $1,990

Durchschn. Dauer 8 Tage

Durchschn. Antwortzeit 2 Tage

Betsson Casino Beschwerden

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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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Betsson - Einzahlung wurde nicht gutgeschrieben

Ich habe 2 Mal 10 Euro von meinem Girokonto auf mein Spielerkonto per Sofortüberweisung überwiesen aber das Geld wurde nicht meinem Spieler Konto gutgeschrieben. Ich habe zweimal versucht den Kundenservice zu erreichen habe aber keine Antwort erhalten. Ich kann zum Beweis ein Screenshot von meinem Konto machen indem die Abbuchung zu sehen sind.

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Betsson - 1500 EUR aus Cash Turnier Gewinn nicht gegeben

In einem 10.000,00 Euro Exclusiv Turnier von Betsson Casino (Play'n GO Slots) nur für Deutschland.
habe ich mit Beweis von Screenshots den 2 Platz bei Ende der Aktion.
Der 2 Platz ist ein Cash Gewinn von 2.500,00 Euro.
Nach Stunden, obwohl das Turnier schon lange vorbei war hat man einen anderen Spieler auf 2 gesetzt und
ich war auf Platz 3 bedeutet 1.000,00 Gewinn.
Fakten:
1. Die Rangliste im Turnier wurde alle 60 Sekunden aktualisiert.
2. Ich war in der Zeit immer dabei und konnte die Rangliste immer wieder sehen und aktualisieren
und mit Screenshots festhalten.
3. Das Turnier wurde am 10.05.2020 um 23.59 Uhr beendet
4. Ich war vorher auf Platz 2 und ich war beim Ende am 10.05.2020 um 23.59 Uhr auf Platz 2,
und ich stand auch noch am 11.05.2020 also 5 Minuten nach Ende des Turnier auf Platz 2
Bedeutet unter Beweis der Screenshots ganz klar das ich bei Ende des Turniers auf Platz 2 bin = 2.500,00 Euro Gewinn
5. Betsson zahlte mir nur Platz 3 = 1.000,00 Euro
6. So mit betrügt man mich um 1.500,00 Euro die ich einfordere.
7. Seit dem 11.05.2020 versuche ich mit Betsson diese Situation zu klären, aber seit 2 Tagen höre ich jetzt gar nicht mehr,
obwohl ich Betsson mehrfach angeschrieben habe.
Ich bin schon lange Kunde bei Betsson und hätte so ein verhalten von Betsson nie erwartet.

Mit freundlichen Grüßen
Reiner

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No way to use my deposit payment method for withdrawals, no further help and updates after 4+ days

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.

Regards

Basil < surname removed >

Gelöst

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Problem with withdrawal and payment method

Just want to say I'm full verified in this casino, and have verified many payment options there. I was depositing few times here with mifinity option, now I cannot withdrawal my founds with mifinity, because when I'm trying this, error happens. Casino don't want to withdrawal with another option, even when this is not my fault, they delaying me all the time, and they don't know how to fix this, but still refuses to pay me with another option: verified bank transfer. Waiting now 4 days, when ewallet option should take 1 hour withdrawal...

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Delayed payment

Hello, I present my complaint, I have my account verified, I have my 2 withdrawals of 150 PEN and 1520 PEN.

Approved more than 9 days ago, talk to them, I try to contact the casino betsson, but they do not answer me, no one does not have help support, I submit my complaint in AskGamblers with all the details please help I need help.

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Locked account with ongoing bid and no option to cashout

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.

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I have provided requested additional documents to Betsson on Sep 13th, and they have requested additional documents 5 days ago from today, which i have provided right away again.

Since then, there hasn't been any update on the status of the verification, and my fund has been sitting in their casino for 13 days since they have blocked my account. Please help to resolve this issue. I was very patient up to this point, because I thought additional documents were going to be approved within 1-3 days from the submission but it has been 5 days since I provided additional documents and 9 days since I have provided initially requested documents.

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My payment does not arrive

Goog morning. Its several weeks of waiting but the payment does not arrive. The casino does not responde to my emails despiste sending what is necessary for my attention. On many occassions and through varios channels ask for help but I have no solution until toda. Thanks for your help. I hope they can solve it soon

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