Betsafe Casino - Виграш гравця конфіскується через пов’язування облікових записів.

Dear C.Guru,

I am lodging a complaint through this website regarding my withheld winning from Betsafe Casino with an MGA gaming license no: MGA/B2C/959/2022. Withheld winnings were voided due ''linked account'' with a clause:

12.1 Any Bonus is only available once per person, family, household, address, e-mail address, credit card number, bank account, telephone number, computer/device and / or IP address.

As per above, note that that reason provided ''linked account'' does not match the clause term.

Due to further conversation with the Betsafe Casino, reason provided is ''same IP/device''.

At the time of writing this complaint, I was not specified, which IP or Device was used in fraudulent activity as per stated above. I have two phones: S23 and Iphone 15.

I would like to pursue this matter legally, under the Maltese laws stated for players connecting from EU.

Please find the documents attached.

Regards,

Dejan

Dear BetsafeDejan, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification?

Could you kindly specify what bonus you activated and played with?

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

Best regards, 

Veronika

Dear Veronika,

Thank you for your reply.

I live alone in Malta and I do not have any relatives residing here. IP address reason is absurd due to being able to login to their website through coffee shop/pub and any other place in Malta, which is not restricted by their T&Cs.

KYC was not requested at any moment from me.

I activated Welcome offer which I spent in their sportsbook section, afterwards I used 50% Bonus and won this amount, offer that I used on sports, bets were not the part of the problem. Please note that this was my second bonus.

Why was I not restricted due to these "linked accounts" after my first bonus was used? By their T&Cs, this Casino should not operate in EU.

May you help me to lodge a report to MGA and report this fraudulent activities?

Have you used any VPN or IP-masking software while accessing the casino website?

Have you accessed the casino website using the internet connection at any public places?

If you wish to submit the complaint to the regulator immediately, I can assist you in filling out the necessary form. However, please note that if you choose to go this route, the complaint will be closed as "waiting for the decision of the regulator," and we will no longer continue with the investigation.

Dear Veronika,

Thank you for your reply.

I do not use VPN or any related softwares to change my IP address.

By public places, you mean coffee shops or pubs? To my knowledge, public places are with open Wifi which I did not access.

Since I can see the tone of questioning changed, have you spoke with Betsafe mgt already or not?

I discovered this Casino through your website and I played on it because I saw they have a High safety Index.

This case can be solved easily by Betsafe if they provide me with the place where I placed the bets or played with BONUS funds… but ofc they wont do it cause they are scammers.

Thank you very much, BetsafeDejan, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you BetsafeDejan for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Betsafe Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

What is happening here?

Twice the period was extended for casino to reach out. Casino is not interested in player complaints and it does void money for suspicious reasons without even doing the proper check. This casino should not have a rating High since it operates without proper policies.

Just to let you know that I started playing on this casino through your Safety Index which aims to assist players in safe casinos, which is not the case here.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Malta Gaming Authority (https://www.mga.org.mt/player-hub/lodge-a-complaint/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter