BETSSEN Casino - アカウントに関する申し立てにより、プレイヤーの賞金の受け取りが遅れています。

After I opened an account and confirmed my account and bet and won $442 after requesting a withdrawal I faced a problem. I spoke to support and they asked me to wait until the investigation was completed and after more than 5 days they accused me of having multiple accounts and I have all the humiliation that I have one account with my personal information

Dear isslemchettab49,

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.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Did you play casino games or bet on sports?

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, 

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

In the family, I have one account and I know that it is forbidden to have more than one account and I only connect to my phone network in order to avoid problems because I read the terms carefully

I don't have any bonus. Play with my own money.

Yes, I passed the verification process successfully.

I bet in the casino and other games football