BETSSEN Casino - プレイヤーの賞金は没収されます。

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

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Dear Zoran333, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with BETSSEN Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• How long have you been a player at this casino, please?
• Could you please confirm that you have passed the KYC verification? 
• Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

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, 

Katarina

Dear Katarina,

Thank you for your help.

I have just forwarded all available evidence to [email protected] (email sent a few minutes ago).

I’m looking forward to resolving this problem as quickly and fairly as possible.

Thank you again!

Best regards,  

Zoran333

Dear Zoran333,

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 ([email protected]). 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,

Katarina

Hello there,

Thank you Zoran333 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!