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Betsafe – block my account after $24K loss in deposit (legit money)

Ruling

Resolved - Betsafe closed this player's account on the grounds that they believe the player has a gambling problem. This resulted in the player not receiving the cash back bonus they feel they are entitled to. In this instance we're not comfortable challenging a casino regarding the enforcement of the problem gambling policies as this could result in enabling a potential gambling addict. Bonuses/Cash Back/Comp Points are provided by casinos as incentives to encourage further gaming activity and as such it would be inappropriate to offer them to someone already identified as high risk.

  • Read our Betsafe Casino Review.

    Player's Complaint

    I have been waiting 2 months now for another forum (casinomeister) to try to solve my issue with Betsafe but instead of try to help me they have stamped me with "problem gambler" without any help.

    I had deposit limit on Betsafe for $150 and I have been loyal to Betsson group long time. One day for 2 months ago I had extremely bad luck on their slot, every bonus paid 1-5x till I had lost 60.000kr ($10000). I said enough is enough and stopped. I went to chat and talked to them (I have screenshot). The casino manager said they going to credit me good will bonus for my extremely low RTP. Few hours later I couldn't believe my bad luck so I logged in again and played and it was same, it was absolutely crazy bad and it didn't matter what game I played on their slot.

    End of the day I lost 140.000kr and again spoke to chat regarding my bad payout and he assured I would get good cashback/bonus.

    The next day I log in I can't access my account and they had blocked my account. Betsafe says they think I have gambling problem and they have blocked my account, and keep all remaining balance and loyalty on ALL Betsson group, such as Nordic Bet, Betsson, Betsafe and Casino Euro.

    Note that I have confirmation email and screenshot) that they said some cashback regarding my huge loss and they lie about this later.

    Note if I didn't complain to a forum they wouldn't even respond to me as I waited 7 days to submit, I feel very very distraught by Betsafe and their group.

    Read the casino review

    5 Responses

    ThePOGG
    May 23, 2014

    Hi rezak - welcome to ThePOGG.com!

    Before I go any further I need to clear up a few issues.

    Firstly as a private business the Betsson group are free to refuse any player at any time for any reason as long as it's not discriminatory. Moreover, where a casino believe a player to have a gambling issue they have a moral and legal duty to take steps to ensure that player cannot engage with their services. As such I cannot and will not challenge the locking of your accounts.

    Furthermore bonuses - including loss rebates etc - are a promotional expense that casinos accommodate to encourage players to make more use of their service. As such and given that the group feels you to have a gambling issue it would be absolutely inappropriate for any of their casinos to provide you incentives to participate in further gambling. Again I cannot and will not argue for such incentives to be offered.

    What does concern me though is your statement that the Betsson group have kept the "remaining balance". Funds inside all effected casino accounts should have been returned to you at point of closure.

    Can you confirm whether you had any balance remaining in any of your Betsson group accounts that have not been returned and if so what balances were in what casino accounts?

    If there are remain balances that need to be returned you will also need to provide me with the usernames you used at the various casino and the emails addresses associated with those accounts.

    Thanks

    ThePOGG

    ThePOGG
    May 28, 2014

    Hi rezak,

    Before I can move this complaint forward I need you to provide the information requested above.

    Thanks,

    ThePOGG

    ThePOGG
    Jun 06, 2014

    Hi rezak,

    I've received no further information from you. I'm going to leave this complaint open until Friday the 13th of June. If I haven't heard from you by then I'll assume that there were no balances seized close the complaint as 'Found for the Casino'.

    ThePOGG

    ThePOGG
    Jun 18, 2014

    Hi rezak,

    I've not heard from you since your email on the 8th of June. I'll hold this complaint open until the 30th of June in case you're still having personal issues. If I haven't received details of the missing balances I'll close this complaint.

    Thanks,

    ThePOGG

    ThePOGG
    Jun 30, 2014

    As I've not had any further feedback from rezak I'm going to assume that there were no actual balances seized and that this issue has been specifically related to comp points/cash back which as I detailed above, I cannot do anything about. As such this issue will be marked as 'Resolved'.

    ThePOGG

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