BETSSEN Casino - Виграш гравця затримується через звинувачення в обліковому записі.

After I opened an account and confirmed my account and bet and won $442 after requesting a withdrawal I faced a problem. I spoke to support and they asked me to wait until the investigation was completed and after more than 5 days they accused me of having multiple accounts and I have all the humiliation that I have one account with my personal information

Dear isslemchettab49,

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?

Did you accumulate your winnings with or without an active bonus?

Did you play casino games or bet on sports?

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, 

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

In the family, I have one account and I know that it is forbidden to have more than one account and I only connect to my phone network in order to avoid problems because I read the terms carefully

I don't have any bonus. Play with my own money.

Yes, I passed the verification process successfully.

I bet in the casino and other games football

Dear isslemchettab49, could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Did you use a VPN?

Dear isslemchettab49,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of isslemchettab49. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

I'm a stranger to all my conversations with the casino via email : dominika.l@casino.guru

Thank you very much, isslemchettab49, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello isslemchettab49,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a BETSSEN Casino representative to join this conversation and participate in resolving this complaint.

Dear BETSSEN Casino,

Could you comment on this? Could you provide us with some evidence?

Thank you in advance for providing the information.

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.

Hello isslemchettab49,

I have contacted the casino outside of the complaint thread, hoping they will respond as soon as possible. I will extend the timer by an additional seven days.

Your patience is much appreciated.

Ok thanks

Hi,

We have been notified about the case.

We will look into it and update soon.

Thanks,

BETSSEN Casino

Hi,

Thanks for giving us the time to dig into the details .

We had run additional checkup and as stated before , the customer has been placing bets from his account which matches IP ( if needed we will provie to CG reps the screenshots from our admin panel) and also the exact same bets on Sports at exact same time with the ID they match the IPs with.

The betting pattern, the logging sessions , the countr of registration allowed us to identify the suspicios activity and close the account which was opened after the very 1st account accordingly.

We can even provide the selfies which both of the customers took from the same location and you can tell they are related.

To be fair , according to our GTC we did not close the 1st registered account, we even verified it and paid many withdrawals.

So, the case can be closed.

Hello isslemchettab49,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

We live in the same area and work together and there is a unified internet network and this is not a reason to take my money. This site is not intended for one person and I can send you the loss I lost on this site and they did not cause any problem until after winning a small amount my account was closed and my money was taken. You could have returned my money and informed me before. This is unprofessional work.

Dear BETSSEN Casino,

Thank you for your response and the information provided.

Could you provide us with the evidence? You can send it to my email address stefan.m@casino.guru.

I'll be awaiting your reply.

Hi, we have sent the vidence via email and skype

Hello isslemchettab49,

I received the evidence from a casino representative, and it is evident that you submitted a fraudulent water bill. This behaviour is strictly against the casino's terms and conditions.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.