BETSSEN Casino - Dobici igrača se konfiskuju.

On 19 November 2025 I made four real-money deposits via Skrill (all after full KYC verification was already completed):

23:32 - €100, 23:40 - €200, 23:47 - €100, 23:50 - €100

Total deposited that session: €500. I never accepted any bonus.

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 (€2,000 at the time waiting for confirmation to withdraw).

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 €6,218.00

I have screenshots of:

All four deposit confirmations

Balance history showing the €9,218.76

The €6,218 deduction

The full chat with support containing the exact "x50 times the last deposited amount" quote.

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).

Thank you for your mediation.

Kind regards, Zoran

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Dear Zoran333, 

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

• How long have you been a player at this casino, please?
• Could you please confirm that you have passed the KYC verification? 
• Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

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, 

Katarina

Dear Katarina,

Thank you for your help.

I have just forwarded all available evidence to katarina.d@casino.guru (email sent a few minutes ago).

I’m looking forward to resolving this problem as quickly and fairly as possible.

Thank you again!

Best regards,  

Zoran333

Dear Zoran333,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Hello there,

Thank you Zoran333 for providing us with all the information. I hope we'll be able to resolve this issue together.

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

Dear Zoran333,

I have tried to contact BETSSEN Casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from their 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 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 that you contact the Curaçao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try contacting them anyway, you can do so at: complaints@cga.cw.

Please let me know if you need help submitting the complaint or inform me how they responded if you decide to contact them on your own (peter.c@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Peter

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

Hi, thanks for reopening the case.

We need some time to review the case and player's complaint.

We will get back to you after the holiday season is over with an update, please prolong the response time up to 10 days , so we can get back to it.

Many thanks

Hi, we have reviewed the client's profile and here are the facts :

1. Client registered on Nov 7
2. Client deposited total of 1307 euro since then
3. Client has successfully withdrawn total of 5,900 Euro since then ( in 3 withdrawals on Nov 18 and 2 more on Nov 20)
4. After the deduction rule , 5k has been paid to the customer which he has successfully withdrawn , meaning he agreed to terms and accepted it and as a proof withdrawn
5. After that - he filed a claim to show his disagreement and blaim BETSSEN on unfair rules and scam -- > YET on December 27th , the same client has deposited on our website and continued playing and using his gaming profile

We claim to close the case and clean our reputation since the player has been paid , moreso accepted all rules and continues utilizing our services

Thanks

Thank you for the update BETSSEN Casino representative. Could you clarify if the deduction rule was in regard to a bonus and supply me with the player's betting history for review? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hi, we will see if we can pull out the transactions and more importantly if our policy allows to share such reports externally. The client has mixed balances - real , generated balance from cashback and also from the bonuses we give through our loyalty system , thus , we could've applied any of the bonus rules which would make his maximum guaranteed payout as low as x5. Yet we paid x50 and again the player withdrew and did not complain at the time , and after he filed complained here - he again deposited and played at our Casino. We consider this claim irrelavant.

Hi, I have complained to Betssen customer service and got a negative respond. That is the reason for contacting Casino Guru in the first place.

Secondly, I never agreed to any terms when you confiscated €6,218.00, even though I withdrew the money you left me with.

Kind regards, Zoran

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.

Hi, we already explained and paid the customer within the mentioned limits , what response do you require from us at this stage?

Dear BETSSEN Casino representative, I was waiting for any updates regarding the requested betting history. Let me know if your policy allows for the sharing of such information externally. I assure you that all information will be kept confidential and used for our internal purposes only. Thank you in advance for your cooperation!

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.

Hi , player's transactions have been sent to your email.

The deposits and bonuses adjustments highlighted , so that you can see that at the moment of generating winnings the player had a mixed balance of both ( dep remainder and bonus balance) - due to which the part of the winning has been adjusted based on points from GTC which states 12.12 "In case the deposit was also mixed with any of the available bonus funds or winnings from bonuses , bonus terms apply and prevail over this rule ".  And since the player received bonus from Loyalty program ( which is Casino prerogative to provide and specify the maximum payout) his mixed balance had fallen under the term of that promo also stating that - "The maximum payout from the credited bonuses is limited to x50 the bonus amount if the last eligible deposit is consumed or x50 the last deposit amount if the winnings were generated from the mixed balance of deposit remainder and bonus"

Let me know if any questions and also note that the file is strictly confidential.

Thank you for providing me with the evidence BETSSEN Casino representative.

Dear Zoran333, while I understand your frustration, it is a common rule that bonus terms and conditions are in effect until wagering is finished and a withdrawal is requested, despite making a real money deposit. In situations like these, real funds are spent before bonus funds, and as such, your winnings were accumulated from the loyalty bonus and fall under the Bonus Terms and Conditions, such as the max win rule.

I understand your dissapointment but the casino has acted according to its terms and conditions and even made a goodwill gesture of increasing the win cap to 50x. Unfortunately, we are unable to assist further in this case, and as the partial winnings have already been withdrawn, we are forced to reject your complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.

Kind regards,

Peter