BETSSEN Casino - Dobici igrača su konfiskovani.

I won approximately €6,600 during legitimate real-money slot gameplay on Betssen. The winnings were credited to my balance and I was allowed to continue wagering normally. I also submitted a withdrawal request of approximately €3,000 which was accepted against the displayed balance.

Only afterward did the casino retroactively apply a "50x last deposit" rule and reduce/confiscate approximately €4,100 from the balance.

I dispute the fairness and application of this rule because the balance was represented as valid, gameplay continued normally, and the limitation was enforced only after the winnings accumulated.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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.

• Could you kindly provide information on whether the balance was achieved using any bonuses?
• If possible, could you please attach a screenshot of your bonus history?
• Has the casino offered any reasons regarding the capping of your winnings?
• Could you please share details about your deposit history with this casino?

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,

Attila

i did not deposit with any bonuses this is the response i got from support just some random answers that suited them as a slot machine player hit big

As u can see this is my deposits during the session i played so i find it very odd… but i withdrew asked them for the closure of the account because i dont want to play in such an environment this is an email i sent them and they didnt respond all feels very dodgy to me and i dispute that this is rightious and lawful

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,

Attila

Hello there,

Thank you Haukurei8 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.

Hi , we will look into it and reply within 10 business days!

Hi,

We sent the player's detailed transactions report for May 16 when this complaint refers to.

The player has been playing not only with the deposited funds but the bonus from Loyalty program also had been adjusted on player's balance and both balances were mixed.

Thus, based on the rule of the Loyalty program the excess was decreased and the remainder paid fully.

"• 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."

Please also note that after the decrease, we made an exception and the player withdrew not 2500 Euro but 3000 Euro which is over the limit.

There was no Bonus used for my deposits as i deposited around 20 times and never did i accept a bonus on deposit maybe they could send a full transcript of my deposits and game play after they refused to let me withdraw i deposited extra 200 eur and played so thats the reason i withdrew 3000 because i deposited more then this 50 as u can see if they give us full information on my account.

Hello everyone,

My name is Michal, and I will be managing this case moving forward, as Peter is no longer with our company.

Dear BETSSEN Casino,

I would greatly appreciate it if you could provide us with additional information regarding the loyalty bonus that the player is reported to have utilized.

Hi,

We have sent all the details with a player's transaction data to Peter's and Kristina's emails.

Please provide the correct inbox address and we will forward it to you.

Thank you

Dear BETSSEN Casino,

As per my last message, Peter is no longer part of our company. Please provide all of the relevant evidence to my email address, michal.v@casino.guru.

I am looking forward to hearing from you.

Hi , the evidence has been forwarded to michal.v@casino.guru as per your request

The casino's response confirms that they applied a "50x deposit" maximum payout rule based on my €50 deposit. However, I did not receive, activate, or use any deposit bonus.

Their representative states:

"The maximum guaranteed payout is calculated based on the last deposit from which the winnings were generated."

and

"The active deposit was 50 EUR, therefore the maximum payable amount was limited to 50 x 50 = 2500 EUR."

This explanation shows they are treating my winnings as subject to a 50x deposit limitation. If this restriction was intended for bonus funds or promotional offers, it should not apply because my winnings were generated from my own deposited money and not from a deposit bonus.

I ask Casino Guru to verify:

Whether any deposit bonus was ever activated on my account.

Whether the 50x cap is clearly stated in the casino's terms for regular cash deposits without bonuses.

Whether the casino can provide evidence that the winnings originated from bonus funds rather than real-money play.

If no deposit bonus was used, then applying a maximum payout restriction solely because I made a €50 deposit appears unfair and potentially contrary to reasonable player expectations.

Dear BETSSEN Casino,

I confirm that I have received the email. Can you comment on the issue brought up by the player? They claim they did not use any bonuses during the session in question.

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 how the system works and sent all the transactions within that time frame , so that CG can also see that the balance was mixed with bonus which was allocated as a part of loyalty program.

Of course , if the player used any other bonuses ( which he did not) then we would have applied another max payout ( way less x20 or less - based on each bonus settings).

As for this one we applied the highest possible one.

Best Regards,

BETSSEN Team

Betssen's explanation relies entirely on saying my balance was "mixed." However, they have never demonstrated which individual bets were funded by bonus money, when my deposited funds were exhausted, or how they concluded that all winnings became subject to the loyalty bonus payout cap. A mixed wallet alone does not automatically prove every subsequent win originated from bonus funds. Furthermore, if the contractual maximum payout was €2,500, Betssen's admission that they voluntarily paid €3,000 shows the cap was not an automatic contractual necessity but a discretionary adjustment, which undermines their justification.

Dear BETSSEN Casino,

Did the player have to give their consent to using this loyalty bonus, or does this bonus apply automatically just by playing?

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 will review the above - mentioned comments and come back to you.

However, the refernce to accepting Loyalty program bonuses or any other bonuses is not relevant and looks quite bias to us, since players accept General Terms and Conditions which include ALL programs, services , bonuses , etc. policies on the website NOT only at Betssen but at all other Casinos as well!

Dear BETSSEN Casino,

I would like to address an important distinction between accepting the general terms and conditions and opting in for additional bonus rules. If a player did not willingly accept the bonus - as they assert - then the associated rules and limitations should not be imposed upon them. This perspective is not biased; rather, it reflects a fundamental principle of fairness. Players should have the autonomy to agree to the bonus rules, and it should ultimately be their choice whether to accept the bonus or not.

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,

Here is the official promo page to the offer and rules

You can check it on the website

https://www.betssen.com/en/promotions/all/692447/betssen-club-loyalty-program

Dear BETSSEN Casino,

Thank you for the reply. Could you tell me if:

1.) the players are notified in any way when they reach a new level in the loyalty bonus and subsequently receive the bonus rewards

2.) the balance from this bonus is shown separately in the account, or if both balances - bonus rewards and real money - are shown as a single amount in the player's account

I appreciate your cooperation so far.

Hi,

1. in regards to 1st question , yes players get notified every time they get level up bonuses ( please see the screenshot attached)
2. the funds get credited to the main balance, thus it gets mixed as informed before

Dear BETSSEN Casino,

Thank you for your response.

However, we must point out that this process appears to differ considerably from the industry standard, whereby players are generally required to opt in to receive a bonus rather than actively request its removal.

Players can only become aware of this arrangement by reviewing the specific terms and conditions of the bonus, which those who are not interested in claiming a bonus are unlikely to do. We therefore consider this practice unfair, as it may unnecessarily restrict players’ winnings.

In our view, players should either be required to actively opt in to receive the bonus, or any automatically credited rewards should be treated as real money, particularly when the funds are automatically combined into a single balance. As a result of relatively small bonus amounts, such as €2, the player’s entire balance becomes subject to the "50× last deposit" rule, which we consider disproportionate and unfair.

For these reasons, we believe the player should receive the disputed amount in full. Please let us know how you wish to proceed.

Hello, we received your response and since the case needs a thourogh investigation before our final decision , please extend the time for another 7 business days, thanks

Dear BETSSEN Casino,

We are waiting for your updates.

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 are ready to make an exception for this case only. Yet, we want Casino Guru to return our rate back to 8.2 as it was before. Waiting for your reply

Dear BETSSEN Casino,

I appreciate your willingness to address this matter and to reconsider your stance. Kindly inform me as soon as the refund for the player has been processed. Regarding the safety index issue, I would like to clarify that this complaint does not impact the index while it is under review. The index was adjusted for an entirely different reason. However, this thread is not the appropriate place to discuss such matters. Should you have any questions regarding the safety index of BETSSEN Casino, please do not hesitate to contact me at michal.v@casino.guru.

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.