BETSSEN Casino – generel debat (side 2)

Well, I can assure you it is worth a look, so can you try finding something?

"Did you receive an email, for example? Can you find it to provide a screenshot here, please?"

Hi

please find the attached mail

From what I understand, apparently the casino accused you of multiuple accounts. Did you have multiple accounts there or are you aware of such a problem? 

Hi

i didn’t have any multiple accounts and I asked them if any evidence bit they don’t provide since they don’t have anything to provide

I can prove anything if they want

Well then, it's a good thing you managed to file a complaint and we'll see what the casino has to say about it. From tho what they wrote, I figured this might be a problem. 

Couldn't there be someone who plays on the same internet as you? In the same household or something? That's also a problem in situations like this.

No never and my friends suggested this casino for me

Well, as you can see, your friends may have been luckier with the rules. But don't worry, my colleagues will give your situation a closer look. Speaking of which, did you ever try playing via shared connection or public wi-fi? In my opinion, we should try to find out what specifically led the casino management to such a decision. I expect that to be based on some similarities with other account or accounts.

Hi

pls do check with the casino and ask them to refund my money and I can prove anything

Sure, when it comes to the check, that was the plan for the complaint anyway. The rest, however, depend on findings.

What about the shared wi-Fi? It appears that you have not responded to the question about the shared Wi-Fi.

Hi

I am using my own WIFI

And did the friends who advised you about the casino ever play at your place and share it with you?

Hi

No they haven’t played at my place

So we could probably rule that out if you haven't played on shared wifi anywhere. Then I'm quite curious about whether or what the casino will provide because if you say you haven't played with friends or have another account and you're not aware of it, then there's probably not many other possibilities I can think of. So let's wait and see what we find out.

Hi

any update

Well, so far I don't see that there is one. Michal got your complaint and will contact the casino, so we'll have to wait and see.

You haven't communicated with the casino to clarify the situation?🤔

Hi

i was but they haven’t replied

Well, that's a pity, we'll have to wait to hear from Michal and his update about contacting the casino.

recomendations please as they are not paying my my winings of 1200 euro saying that now they dont accept players from germany, but they accepted my registration and allowed my to aquire the bonus funds which i wagered and won 1200 after the wager was complete, what is my recourse please

Hmm, so they had your country listed as restricted? When you went through the registration process, did you enter all the information correctly, and even so, they still let you through?

I saw that you opened a complaint, so we'll deal with it.

I'm curious to see how it turns out. 

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