BETSSEN Casino - La cuenta del jugador ha sido cerrada después de las ganancias.

Hi

my account was closed after I won more than USD 6000 and I need my money back ASAP

This is not acceptable at all to close the account after won the money

Dear Aravinda1987,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi

i I played slots and docs were about to submit for verification and I have all the documentation

Hi

any update on this

Thank you very much for your reply, Aravinda1987. Have you received any explanation from the casino regarding the blocked account? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi

i have only the attached and I contacted them via live chat

Thank you very much, Aravinda1987, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.

Dear Aravinda1987,

I'm Michal, and I have taken over this complaint. I have reviewed this case, I will contact the casino to shed more light on this matter.

I would like to invite BETSSEN Casino to join the conversation.

Dear BETSSEN Casino,

I would appreciate it if you could provide further details regarding the closure of the player's account. Specifically, what actions or gameplay by the player were identified as violations of the terms and conditions? If the information cannot be shared publicly, please forward it, including supporting evidence, to me at michal.k@casino.guru

Hi,

We will look into the case and come back with our reply soon.

Best Regards,

BETSSEN Team

Hi,

The player's account has been marked as a multi account ( the evidence of being linked to other 2 accounts) as well as forged documents provision,thus the account has been closed and the winnings not paid.

We will share the evidence with an executive (michal.k@casino.guru) accordingly.

Best Regards,

BETSSEN Team

Hi

please provide all the proof and I can give you any documents on this as I had not given any forged documents

Dear team

pls advise the status

Dear Aravinda1987,

Please forward me all the documents you have previously submitted to the casino for the KYC process at michal.k@casino.guru

Additionally, can you please confirm whether any of your family members or friends have an account at BETSSEN Casino? If they do, do you happen to play at the same time or at the same location, perhaps during a visit? Do you all enjoy playing the same games? Furthermore, could you share which games you typically play and the reasons behind your choices?

Hi

yes one my friend had suggested me and we didn’t play together and I will send the documents

Dear Aravinda1987,

Thank you for your email and your response. I have sent a reply with a few more enquiries, and I look forward to hearing back from you.

Dear Aravinda1987,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi

o have sent the docuy

Dear Aravinda1987,

Thank you for your email; however, it is still not what I have requested. In order for us to assist you effectively, it is crucial that we obtain your complete cooperation.

As I have mentioned in my curent response to your email please provide me with actual images of both the front and back of your bank card that you used for deposit, in addition to the bank account statement associated with your card in PDF format, along with a proof of address, so that we may move forward with your case.

I look forward to your prompt response.

Hi

I had sent all the documents to your email address

Dear Aravinda1987,

I’ve replied to your email and would appreciate receiving the requested documents at your earliest convenience.

Dear Aravinda1987,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear BETSSEN Casino,

Thank you for your email with the necessary information and evidence.

Dear Aravinda1987,

Following a comprehensive review of the information and evidence provided, I must regrettably inform you that we cannot proceed further with this case.

Compliance with KYC (Know Your Customer) and AML (Anti-Money Laundering) regulations is a fundamental requirement across the industry. These regulations mandate the submission of valid, genuine and original documents in the player’s name. Unfortunately, in this instance, the casino's security team found, and I have confirmed this after our review, that some of the documents provided appeared to have been altered or tampered with. Such discrepancies are a serious violation of casino policies and are strictly prohibited. It is a fundamental rule in every casino that every player must provide valid, genuine, government- or authority-issued documents held solely in their name without any alteration, tampering, or editing.

Your failure to meet the KYC and AML requirements leaves no room for further action, and this complaint will now have to be closed as rejected.

Should you face any challenges with this or any other casino in the future, please do not hesitate to contact us. We will try our best to help.

Best regards,

Michal

Casino Guru