Betsson Casino GR - Igrač tvrdi da mu je isplata odložena.

I would like to file a complaint against Betsson, as I believe my winnings were unfairly deducted from me.

Θα ήθελα να υποβάλω καταγγελία κατά της Betsson, καθώς πιστεύω ότι μου αφαιρέθηκαν αδικαιολόγητα τα κέρδη μου.

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Good evening, dear casino guru member!

Initially, I made a deposit of €60 and participated in the welcome offer. Before starting any game, I successfully completed my identification by sending the necessary documents (ID and DEKO account). My account was approved normally.

Then, I fully complied with the bonus terms. I completed the required wagering and, after the offer ended, I continued playing without an active bonus. My balance amounted to approximately €1,450, with which I played normally for two days.

I requested a withdrawal of €400, which remained pending. Suddenly, my balance was reduced to zero, leaving only €60 of the initial deposit. The only explanation I received from the support department was that I cannot participate in promotions, without telling me which specific term I violated or why the winnings were removed.

I ask the platform to investigate the case and:

Clearly and documentedly indicate whether and which term was violated,

Proceed with the return of my legitimate winnings, as long as there is no serious violation.

I emphasize that my account was fully identified before the start of the game, and all transactions were made transparently.

Thank you very much for your understanding and I await your response.

Καλησπέρα αγαπημένο μέλος της casino guru!

Αρχικά, πραγματοποίησα κατάθεση 60€ και συμμετείχα στην προσφορά καλωσορίσματος. Πριν ξεκινήσω οποιοδήποτε παιχνίδι, ολοκλήρωσα επιτυχώς την ταυτοποίησή μου, αποστέλλοντας τα απαραίτητα έγγραφα (ταυτότητα και λογαριασμό ΔΕΚΟ). Ο λογαριασμός μου εγκρίθηκε κανονικά.

Στη συνέχεια, τήρησα πλήρως τους όρους του μπόνους. Ολοκλήρωσα το απαιτούμενο τζιράρισμα και, μετά την ολοκλήρωση της προσφοράς, συνέχισα να παίζω χωρίς ενεργό μπόνους. Το υπόλοιπό μου ανήλθε σε περίπου 1.450€, με τα οποία έπαιζα κανονικά για δύο ημέρες.

Ζήτησα ανάληψη 400€, η οποία παρέμεινε σε εκκρεμότητα. Ξαφνικά, το υπόλοιπό μου μηδενίστηκε, αφήνοντας μόνο τα 60€ της αρχικής κατάθεσης. Η μόνη εξήγηση που έλαβα από το τμήμα υποστήριξης ήταν ότι δεν μπορώ να συμμετέχω σε προσφορές, χωρίς να μου αναφέρουν ποιον συγκεκριμένο όρο παραβίασα ή γιατί αφαιρέθηκαν τα κέρδη.

Ζητώ από την πλατφόρμα να διερευνήσει την υπόθεση και να:

Υποδείξει ξεκάθαρα και τεκμηριωμένα αν και ποιος όρος παραβιάστηκε,

Προχωρήσει σε επιστροφή των νόμιμων κερδών μου, εφόσον δεν υπάρχει σοβαρή παράβαση.

Τονίζω ότι ο λογαριασμός μου ήταν πλήρως ταυτοποιημένος πριν την έναρξη παιχνιδιού, και όλες οι συναλλαγές έγιναν με διαφάνεια.

Ευχαριστώ πολύ για την κατανόηση και αναμένω απάντηση.

I would like to attach some screenshots so that you can clearly see that I am very wronged by the company because it did it on purpose to keep the money for its own benefit. It exploits the players who play and win. I played for two days and suddenly they told me this when I made the withdrawal. In the meantime, I may have made too many deposits and now I have lost a lot of money!

Θα ήθελα να σας επισυνάψω και μερικά στιγμιότυπα ώστε να δείτε ξεκάθαρα ότι είμαι πολύ αδικημένος από την εταιρεία διότι το έκανε επίτηδες ώστε να κρατήσει τα χρήματα για δικό της όφελος εκμεταλλεύεται τους παίκτες οι οποίοι παίζουνε κερδίζουνε έπαιζα δύο μέρες και ξαφνικά στην ανάληψη μου είπανε αυτό το πράγμα εν τω μεταξύ μπορεί εγώ να είχα κάνει πάρα πολλές καταθέσεις και να είχα χάσει τώρα πολλά χρήματα!

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please specify the bonus?

How did you activate the bonus?

Did you use a VPN?

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

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.

Good evening, I haven't had any complete withdrawals in the past!

It was a welcome bonus that gave 100% of your deposit and 100 free spins!

I didn't use the VPN at all, of course, because I'm from Greece and I never use it! I used the bonus while playing at the casino! I'll send it to your email right away!

Καλησπέρα σας δεν είχα ολοκληρωμένες αναλήψεις στο παρελθόν!

Ήταν ένα bonus καλωσορίσματος το οποίο έδινε 100% την κατάθεση που έχεις βάλει και 100 δωρεάν περιστροφές!

Δεν χρησιμοποίησα καθόλου εννοείται τη χρήση vpn διότι είμαι από ελλάδα και δεν τη χρησιμοποιώ ποτέ! Χρησιμοποίησα τον μπόνους παίζοντας στο καζίνο! Θα σάς στείλω αμέσως καί στο Email σας!

Here are some snapshots!!!

As you can see I didn't violate any terms! Because the account was already identified when I started playing from them also two days there was no problem and suddenly when I requested to withdraw my money then suddenly the problems appeared which are not valid they just do it so they can take the money this

Ορίστε και μερικά στιγμιότυπα!!!

Όπως μπορείτε να δείτε δεν παραβίασα κανένα όρο! Διότι ο λογαριασμός ήτανε ήδη ταυτοποιημένος όταν άρχισα να παίζω από τους ίδιους επίσης δύο μέρες δεν υπήρχε κανένα πρόβλημα και ξαφνικά όταν ζήτησα ανάληψη τα χρήματά μου τότε ξαφνικά παρουσιάστηκαν τα προβλήματα τα οποία δεν είναι έγκυρα απλά το κάνουν ώστε να πάρουν τα χρήματα αυτή

Dear player, do I understand correctly that you used a casino bonus and played only casino games?

Is your account currently blocked, or can you still access it?

Have you managed to get any specific explanation from the casino about which bonus term you allegedly violated? If yes, could you please share it with us?

Right now I can access the account but I am limited when I click to enter something like withdraw deposit and in the casino it shows me this

Αυτή τη στιγμή μπορώ να έχω πρόσβαση στο λογαριασμό αλλά είμαι περιορισμένος όταν πατάω να μπω κάπου όπως ανάληψη κατάθεση και στο καζίνο μου εμφανίζει αυτό

They also claim that I supposedly violated a 6.4.1 term but it's logical for them to steal large amounts of money from players.

Επίσης αυτοί ισχυρίζονται αυτό ότι υποτίθεται ότι παραβίασα ένα όρο 6.4.1 αλλά είναι λογικά η ταμπέλα τους ώστε να κλέβουν τά μεγάλα ποσά από τούς παίκτες

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@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.

Thank you very much Miss Dominika

Ευχαριστώ πολύ Miss Dominika

Hello Locogreko14, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the missing winnings. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Betsson Casino GR to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s winnings have not been added to the account and provide some clarification? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

And I'm glad to meet you, I hope you can help and I can provide all the information needed so I can get my money because they took it from me!

Καί εγώ χαίρομαι που σας γνωρίζω ελπίζω να βοηθήσετε και να μπορέσω να δώσω όσες πληροφορίες χρειάζονται ώστε να πάρω τά χρήματα μου διότι μου τά πήραν!

Mr. Matej, we have some developments, the casino seems to be unresponsive! For days?

Κύριε matej έχουμε κάποια εξελίξει το καζίνο φαίνεται νά μήν απαντά! Εδώ και μέρες?

Dear Locogreko14, I am currently looking for the people who are dealing with complaints regarding the Greek branch of the casino. Given their high safety index and previous willingness to cooperate, I am yet hopeful we will get through and this complaint will be addressed by the casino representative in time.

Okay, we'll wait as long as it takes, the security indicator is fine, but you never know when an annex will be made, I trust you no matter what! I understand the effort and work you're doing and thank you! So we're waiting and I'm willing to give you any information you want!

Ωραία θά περιμένουμε όσο χρειαστεί ο δείκτης ασφαλείας είναι εντάξει αλλά ποτέ δεν γνωρίζεις πότε θα κάνει ένα παράρτημα σας εμπιστεύομαι όπως και να έχει! Καταλαβαίνω την προσπάθεια και την δουλειά που κάνετε και σας ευχαριστώ! Οπότε είμαστε σε αναμονή και είμαι πρόθυμος για ότι δήποτε πληροφορίες θέλετε!

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.

Okay, I'm waiting!

Εντάξει περιμένω!

The casino, imagine, has 21 days to respond, imagine, that alone says it all, I wonder why it has a high security index when it does this in such a problem!

Τό καζίνο φανταστείτε έχει 21 μέρες νά απαντήσει φανταστείτε μόνο αυτό τά λέει όλα απορώ γιατί έχει δείκτη υψηλής ασφαλείας όταν σέ ένα τέτοιο πρόβλημα κάνει αυτό!

Now what happens to these thieves?

Τώρα τί γίνετε Με αυτούς τους κλέφτες?

What will happen in the end because this issue has remained like this?? What is happening?

Τι θα γίνει τελικά γιατί έχει μείνει έτσι το θέμα αυτό?? Τι συμβαίνει

My apologies for a late reply, but I was trying to use every possible avenue to contact someone at the casino, and get them to deal with this complaint. Unfortunately, I have been unsuccessful and nothing I tried has worked.

I’m afraid there is not much that can be achieved without cooperation from the casino's side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue at all. 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 Greek Gaming Supervision and Control Committee (https://complaints.hgc.gov.gr/case/diadiktyako/) 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 (matej.l@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Matej