Betsson Casino - Die Gewinne des Spielers wurden eingezogen.

I created a new account deposited 1000 euros and got the 100% bonus starting with 2000.I played for many days various slots blackjack many times doing all ins on the verge of loosing my whole balance.I got a nice hit on evolution blackjack with a side bet and got it up to 11000.I meet the wager requirements playing slots and then I proceed to try withdraw the money.They asked for some documents which I sent and they verified.Today instead of receiving my withdrawal i wake up trying to login to my account and It doesn't let me.I checked my email and I received a message saying that they withheld my winnings stating I dont play for fun thats literally all they say.Thats absurd betsson is playing with my money.What can I do to get it back?

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Dear K.siourdis,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing. Please allow me to ask you a few questions so I can fully understand the situation:

• What documentation did you submit for the verification process?
• Have you received any specific reasons for the restriction on your account, apart from the message you mentioned?
• Is there any additional evidence or information that may be relevant to your account being blocked?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Petra

The supporting documents that I submitted and were accepted are the following: front and back ID, proof of residence through a bank account, and finally a selfie with the ID. All of this was accepted and the account was verified. Then my account was closed without any warning, I myself entered the live chat and there after asking my own question and since they had already closed my account, they said specifically about paragraph 6.2.5 without anything specific about it. In short, they do not clarify anything and I sent a complaint form to the company and they have not answered me. I have not violated any terms, what they are doing is absolutely illegal. I have screenshots of everything that is needed, I can send them to you.

Τα δικαιολογητικα που υπεβαλλα και εγιναν αποδεκτα ειναι τα εξης:ταυτοτητα μπρος και πισω οψη,αποδεικτικο κατοικιας μεσω λογαριασμου δεκο και τελψς σελφι με την ταυτοτητα.Ολα αυτα εγιναν αποδεκτα και επαληθευτηκε ο λογαριασμος. Επειτα ο λογαριασμος μου εκλεισε χωρις καμια προειδοποιηση εγω ο ιδιος μπηκα στο live chat και εκει μετα απο ερωτηση δικια μου και εφοσον ειχαν ηδη κλεισει τον λογαριασμο μου ειπαν συγκεκριμενα για την παραγραφο 6.2.5 χωρις τιποτα συγκεκριμενο περι αυτου.Συνοψιζοντας δεν διευκρινιζουν κατι και εστειλα φορμα παραπονου στην εταιρεια και δεν μου εχουν απαντησει.Δεν εχω παραβιασει κανεναν ορο απολυτως αυτο που κανουν ειναι παρανομο.Εχω σκρινσοτ απο ολα οτι χρειαζεσται μοορω να σας το στειλω

I have just been sent this by betsson which is not valid as this is the only account I have. I would like to inform you that the bonus feature has been disabled on your account and you will no longer be eligible for future bonuses or promotions on our site.

Furthermore, your withdrawal has been cancelled and your winnings have been withheld, due to receiving the same bonus from a different account.

The above occurred because your actions violate the Terms and Conditions of our page, which you accepted when registering on it.

For details on this, we refer you to our Terms and Conditions, paragraph 6.2.4, 6.2.5. and 6.4.1 Special Terms and Regulations for Rewards at the link below. What should I do? I don't have any other accounts with them. I sent them this and I haven't received a response yet.

Μολις μου εστειλαν αυτο απο την betsson το οποιο δεν ισχυει καθως αυτος ειναι ο μονος λογαριασμος που εχω. Θα ήθελα να σας ενημερώσω πως έχει απενεργοποιηθεί η δυνατότητα μπόνους στο λογαριασμό σας και δεν θα έχετε πλέον δικαίωμα για μελλοντικά μπόνους ή προσφορές στον ιστότοπο μας.

Επιπλέον, η ανάληψη σας έχει ακυρωθεί και τα κέρδη σας έχουν παρακρατηθεί, εξαιτίας της λήψης του ίδιου μπόνους από διαφορετικό λογαριασμό.

Τα παραπάνω συνέβησαν, καθώς οι ενέργειές σας παραβαίνουν τους Όρους και τις προϋποθέσεις της σελίδας μας, τους οποίους αποδεχτήκατε κατά την εγγραφή σας σε αυτή.

Για λεπτομέρειες σχετικά με αυτό, σας παραπέμπουμε στους Όρους και Προϋποθέσεις μας, παράγραφος 6.2.4, 6.2.5. και 6.4.1 Ειδικοί Όροι και Κανονισμοί Επιβραβεύσεων στον παρακάτω σύνδεσμο Τι πρεπει να κανω δεν εζω κανεναν αλλον λογαριασμο μαζι τους.Τους το εστειλα και δεν εχω λαβει ακομα απαντηση.

Dear K. Siourdis,

Thank you for your reply and for providing the previous details.

• Could you please confirm whether you have ever made a withdrawal at this casino?
• Additionally, is there any possibility that someone from your household, or using the same IP address, has also created an account at this casino?
• I would also appreciate it if you could share a link or a screenshot of the bonus that was granted.

Furthermore, please provide any additional communication you have had with the casino. This may include screenshots, emails, or chat records. You can send all documents to petra.h@casino.guru or upload your screenshots directly to the thread.

Thank you again for your cooperation.

Good evening, I have never made a withdrawal from this account. It is the only account I have in my household. They claim the opposite incorrectly as I am the only one who gambles, my wife has never gambled and we are the only ones in the house. The bonus I received is the sign-up bonus from Betsson with a deposit of 1000 euros 100% sign-up bonus. I am attaching the last two emails I received from them. Can you contact them?

Καλησπερα δεν εχω κανει ποτε αναληψη απο αυτον τον λογαριασμο.Ειναι ο μονος λογαριασμος που εχω στο νοικοκυριο μου.Αυτοι ισχυριζονται το αντιθετο λανθασμενα καθως ειμαι ο μονος που ασχολειται με τζογο η γυναικα μου δεν εχει ασχοληθει ποτε και ειμαστε οι μονοι στο σπιτι.Το μπονους που ειχα λαβει ειναι το μπονους εγγραφης απο τη betsson με καταθεση των 1000 ευρω 100% μπονους εγγραφης.Συναπτω τα δυο τελευταια email που ελαβα απο αυτους.Μπορειτε να εποικινωνησετε εσεις με αυτους?

Dear K.siourdis,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Michal (michal.k@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Petra

Hello K.siourdis,

I'm Michal, and I have taken over your complaint. I have examined this case, and I will attempt to get in touch with the casino team to see if I can assist you. However, I must inform you that Betsson Casino has not been particularly cooperative in resolving player complaints with us in the past, and they currently have several unresolved complaints, which unfortunately diminishes the likelihood of a favourable outcome for your complaint. Nevertheless, I will reach out to them and endeavour to find a way to help resolve the matter if possible.

We would like to invite Betsson Casino to join the conversation.

Dear Betsson Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence directly to me at michal.k@casino.guru for an independent review.

Thank you in advance.

Dear K.siourdis,

I have received the following message from the casino team.

This corresponds to the responses we have received in the past. Sadly, apart from this or a similar response, there was basically no other communication from Betsson Casino.

As per the casinos terms and condition 11. COMPLAINTS

If you are not satisfied with our decision regarding your complaint, you can request, within 10 days from the day after we notified you of our decision, that your complaint be reviewed by the H.G.C., always having the obligation to notify us of the request for this review in accordance with the applicable Regulation. In this case, we must forward, without delay, the information related to the complaint to the H.G.C.

You can escalate your case to the Hellenic Gaming Commission (HGC) here: Surname complaint for online games - Gov.gr. You might find our article How to submit a complaint to a regulator | Casino Guru helpful.

The Gaming Authority has more options and tools to help players. Please let me know how they responded at michal.k@casino.guru.

Regrettably, this is where any potential assistance from our end concerning your case concludes.

While we are unable to assist further with this specific case, please do not hesitate to contact us regarding any other casino-related issues in the future, and we will try our best to help where possible.

Best regards,

Michal

Casino Guru