Betsson Casino - Dobici igrača su konfiskovani.

I am submitting this complaint regarding Betsson's decision to confiscate $3,847.50 from my account, citing alleged breaches of Sections 12.1 and 12.10 of their bonus terms.

The problem is that Betsson has never explained what specific action I supposedly took that breached these terms.

Section 12.1 covers a wide range of scenarios, including shared households, addresses, devices, IP addresses, payment methods, bank accounts, and other linked details. Section 12.10 covers bonus abuse and includes examples such as multiple accounts, collusion, VPN usage, software manipulation, and other forms of cheating.

I contacted customer support several times asking for clarification regarding:

• Which specific provision they believe I breached..

• What evidence they relied upon..

• Whether the alleged issue relates to a duplicate account, shared IP address, shared payment method, VPN usage, or any other specific concern..

However, each time I received what appears to be the same generic response repeating the terms without answering my questions.

I find it unreasonable that Betsson can confiscate $3,847.50 while refusing to explain the actual nature of the alleged breach. Simply citing broad terms and conditions is not enough for a customer to understand or challenge the decision.

I am requesting that Betsson:

1. Clearly identify the specific conduct they believe breached Sections 12.1 and/or 12.10..

2. Explain the basis for their decision..

3. Review the confiscation of my funds if no genuine breach can be demonstrated..

I have always acted in good faith and am simply seeking a clear explanation and fair treatment. At present, I have been given no meaningful information regarding why my balance was confiscated.

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• What types of games did you play while the bonus was active? Did you mainly play one game, or did you switch between multiple games?
• Kindly describe your gaming style in more detail (for example, bet sizes, frequency of play, or any noticeable changes during the bonus play).
• Have you successfully completed the full KYC verification at this casino?

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

Best regards

Attila

I deposited $100 and played the welcome bonus which i have emailed over to you. I played Volatile Vikings slot at $5 stake.

I have completed verification.

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

I have emailed you

Dear Player,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. As the casino doesn't want to cooperate with us with the resolution of complaints, I recommend you contact eCOGRA - an alternative dispute resolution service (https://ecogra.org/alternative-dispute-resolution/#!) and submit a complaint to them. I believe you will have a better chance to resolve your issue with their help.

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

Best regards,

Attila