BETSSEN Casino - Hráčova hra byla omezena.

Good afternoon,

after playing for some time at this casino (BLACKJACK LIVE), at the provider betconstruct, my bets are no longer accepted on the lowest value tables.

I asked the casino and they replied that it had been blocked on those tables because it had opened more than one window. As I was sure this was a lie, I asked for proof ... They never gave it to me!

After insisting for some time, they already claimed that I had been blocked by the risk department because I placed several bets on the same table, that is, I didn't just play in a box !!!

The casino allows us to play in several boxes at the same time, at the same table ... But the risk department thought it couldn't. Everyone plays in more than one box, and I've never seen anyone blocked by something the casino says in its rules can be done.

In other words, in the rules we can play in more than one box, but if the risk department thinks we can't, this rule is no longer a rule!

Are we playing?

I only see one thing, because I'm winning they blocked me ... I always played this provider in several boxes at the same time at the same table, I was never blocked ... the difference is that this time I was winning and the others I was losing .

In addition, I was ready for 24 hours asking them to verify my account in order to make a withdrawal, they had the documents accepted for hours and hours ... they never let me make withdrawals, when I lose everything, after 1min, they approve my account.

more than suspect is a lack of respect !!!!!!!

Score zero at this casino ... prosecutors of who is winning.

Boa tarde,

após ter jogado algum tempo neste casino (BLACKJACK AO VIVO), no provider betconstruct, as minhas apostas deixaram de ser aceites nas mesas de menor valor.

Questionei o casino e responderam que tinha sido bloqueada nessas mesas porque tinha aberto mais do que uma janela. Como tinha a certeza que isso era mentira, pedi prova... Nunca me a deram!

Após algum tempo a insistir, já alegaram que tinha sidobloqueada pelo departamento de risco porque fazia várias apostas na mesma mesa, ou seja, não jogava só numa box!!!

O casino permite que joguemos em várias box's ao mesmo tempo, na mesma mesa... Mas o departamento de risco achou que não podia. Toda a gente joga em mais do que uma box, e nunca vi ninguém ser bloqueado por uma coisa que o casino diz nas suas regras poder ser feito.

Ou seja, nas regras podemos jogar em mais do que uma box, mas se o departamento de risco achar que não podemos, essa regra deixa de ser regra!

Andamos a brincar?

só vejo uma coisa, por estar a ganhar bloquearam-me... sempre joguei neste provider em varias box's ao mesmo tempo na mesma mesa, nunca fui bloqueada... a diferença é que desta vez estava a ganhar e das outras estava a perder.

Além disso estive eprto de 24h a pedir que me verificassem a conta para poder fazer levantamento, tinham os documentos aceites há horas e horas... nunca me deixaram fazer levantamentos, quando perco tudo, passado 1min, aprovam a minha conta.

mais do que suspeito é uma falta de respeito!!!!!!!

Nota zero a este casino... presseguidores de quem está a ganhar.

Dear Maria,

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. Was your game restricted on the tables with the lowest minimum or all the blackjack live tables? Could you please advise how many boxes do you usually play? Have you withdrawn any funds successfully in the past from this casino?

If there’s any relevant communication, please forward it along with your game history to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

I hadn't made any withdrawals yet, but I already had 200% more than I had deposited.

I was able to play in several boxes at the same time, with low and high value. It was not blocked at any table. I was only blocked at low value tables.

My game was not random ... I played in either 1box or 2box or 3box. There was no rule. I was playing for luck.

Ainda não tinha feito nenhum levantamento de dinheiro mas já tinha 200% a mais do que tinha depositado.

Conseguia jogar em várias boxs ao mesmo tempo, de baixo e elevado valor. Não estava bloqueada em nenhuma mesa. Só fui bloqueada nas mesas de baixo valor.

O meu jogo não era aleatório... Tanto jogava em 1box como em 2box como em 3box. Não seguia uma regra. Jogava à sorte.

Thank you very much, Maria, for your reply. If there’s any relevant communication, please forward it along with your game history.

Thank you for sharing the experience with Bet Sensation. However , it is pity when players like Maria fib or misinterpret their journey with Casino.

The player has withdrawn 4 times with us , total amount of 200 EUR, last withdrawal date 25th January.

Her account has been closed upon her request, we did not initiate it ( the player has contacted us directly with such request- ask to provide the chat transcript).

As for betting on several seats /blocks - it goes in conflict with our Terms, point 12.5 ( which led to corresponding changes in limits):

12.5 BET SENSATION does not allow place bets on more than two seats in black jack games. Only maximum of two seats are considered as valid. Otherwise, we have right to block the accounts of users without prior notice.

Thank you!

I asked to leave your casino after this happened.

The system let me play in more than one box ... If it does, it is because it can! If the casino rules do not, it should be limited to 1box or 2. Don't you think?

Nothing more than limiting people who are winning. If I had to lose, they would have limited nothing.

I made withdrawal requests and none were accepted! So don't call me liars, you are liars!

Eu pedi para sair do vosso casino após isto ter acontecido.

O sistema deixou-me jogar em mais do que uma box... Se deixa é porque pode! Se as regras do casino não deixam, devia de estar limitado a 1box ou 2. Não acha?

Nada mais do que limitar pessoas que estão a ganhar. Se tivesse a perder, não tinham limitado nada.

Eu fiz pedidos de levantamento e nenhum foi aceite! Portanto, não me chamem mentirosos a mim, mentirosos são vocês!

This was done after they blocked me from the tables ... Don't invent ...

The big question here is not whether they paid me or not! Don't want to take it there ...

The question is, why I was blocked from low-value tables when the system lets me play in several boxes.

Isso foi feito depois de me bloquearem as mesas... Não inventem...

A grande questão aqui não é me terem pago ou não! Não queiram levar para aí...

A questão é: porque me bloquearam as mesas de baixo valor quando o sistema me deixa jogar em várias boxs.

Thank you, Bet-Sensation Casino, for your assistance in this matter.

Dear Maria,

Please understand that we can’t punish the casino for applying restrictions on your play. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities. Since your winnings have been paid out in full, I’m afraid, there’s not much we can do for you in this matter. Could you please confirm that there are no funds being held by the casino? Thank you very much in advance for your reply.

Casinos, in general, have the right to restrict or even close players' accounts if they suspect irregular gambling or other questionable activities. I agree.....

so let them say what were the questionable activities or the irregular game.

I was only informed that the tables where I had played were blocked by the risk department, because I played in several boxes. but the casino allows you to play in several boxes. I don't understand.

Os cassinos, em geral, têm o direito de restringir ou até mesmo encerrar as contas dos jogadores se eles suspeitarem de jogo irregular ou outras atividades questionáveis.  concordo.....

então que digam quais foram as actividades questionaveis ou o jogo irregular.

só fui informada que as mesas onde tinha jogado foram bloqueadas pelo departamento de risco, porque joguei em várias boxs. mas o casino permite que jogue em várias boxs. não percebo.

Maria, could you please confirm that no funds are being held by the casino? Have you received all the requested payments? Since you claimed previously that you haven’t had any withdrawals and the reply from the casino proves the opposite. Looking forward to hearing from you. 

I had no withdrawals until that date. After that I managed to withdraw.

But my main question was not and never was this. My question was what did I do wrong to have me blocked at the lowest value tables? Why? What did I do wrong? Besides winning, I don't see anything that has done wrong. I played in the number of boxes that the casino allowed ... Just like later on the higher value tables I played exactly the same. Why has it been blocked in the smaller ones and the bigger ones? Why then did I lose everything I deposited? If I had to earn a lot, would you also block the ones with the highest value?

This to me is nothing more than a persecution of those who have the upper hand. Just it!

Eu não tive nenhum saque até aquela data. Após isso consegui retirar.

Mas a minha questão principal não era nem nunca foi essa. A minha questão foi o que fiz de mal para me terem bloqueado nas mesas de menor valor? Porquê? O que fiz de mal? Além de estar a ganhar não vejo mais nada que tenha feito mal. Joguei no número de boxs que o casino permitiu... Tal e qual como depois nas mesas de maior valor joguei exactamente igual. Porquê ter sido bloqueada nas de menor valor e nas de maior não? Porque depois perdi tudo o que depositei? Se tivesse a ganhar bastante, tb me bloquearam as de maior valor?

Isto para mim não passa de uma perseguição a quem está em vantagem. Nada mais!

Thank you very much, Maria, for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Maria.

Sorry for the delayed answer. 

Unfortunatelly, as Petronela already mentioned, if the casino didn't confiscate your winnings or prevent you from withdrawal we can't punish them anyhow. Actually, they have a right to limit you from playing in certain tables, even decide to not to give you promotions.

Such decisions are mostly based on security team audits and when the casino has a suspicion that the player is not playing fair then they can make a decision about such a limitation or even closing a players account (of course they need to pay the remaining balance)

Hard to say why the casino decided to limit your play, but maybe they see some system in your bets or maybe casino believes that you are in correlation with another player. The most important is that if this makes your play uncomfortable you can always withdraw your remaining balance and go play elsewhere.

Okay ... that's what I did! I had the account canceled. I signed up at another casino, and since that day I have been playing as I always have (for years!) Without any problem.

Their problem was that they were taking advantage of what they had deposited. I just wanted them to explain why they had limited the tables of lesser value to me. So, the other players already knew what they could count on!

For me it is nothing more than chasing customers who are at an advantage. That's what I complain about! And that is what I want to convey to new players. This casino limits who is at an advantage for no reason!

Thank you!

Certo... Foi o que fiz! Mandei cancelar a conta. Increvi-me noutro casino, e estou desde esse dia a jogar como sempre joguei (há anos!) sem problema algum.

O problema deles foi estar a ter alguma vantagem daquilo que tinha depositado. Só gostava que explicassem qual foi o motivo de me terem limitado as mesas de menor valor. Assim, os outros jogadores já sabiam com o que podiam contar!

Para mim não é nada mais do que perseguição aos clientes que estão em vantagem. É isso que me queixo! E é isso que quero transmitir a novos jogadores. Este casino limita quem está em vantagem, sem motivos!

Obrigada!

Hello Maria.

I am very sorry for the delayed answer. I am recovering from covid-19, and for some time I wasn't able to answer (covid hit me really hardly)

As I wrote before the casino has the right to limit your bets or even decide to close your account if they decide.

We can't punish them for putting some limits on your account, and if they suspect you of some fraud actions against them. I see a good reason for not explaining how they detect it or why this happened. (I am not saying that you are fraud, I am just saying that casinos generally keep in secret how their anti-fraud system works)

I believe all this was just a coincidence. Still, there is nothing we can do how to help you, you didn't lose any money with the casino. We will soon open a public review section on our website where the players will be able to write their own review about the casino. My suggestion is to wait a bit and then write your review about the casino and explain what happened to you.

Unfortunatelly, based on all what was written above, I must reject this case as "unjustified."

Because we didn't get any answer from Maria, and because of all written above we decided to close this complaint as "unjustified."