Betssen Casino Complaints
Betssen Casino Complaint Stats
Unresolved
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
Unresolved
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