BETSSEN Casino - 플레이어의 프로모션 조건이 소급적으로 변경되었습니다.

Betssen ran a "Mid Month Mystery Box" promotion (15–20 August). The original terms stated: "Claim once every day during the promotion." I joined under these terms. After claiming once, I was blocked the next day. Support told me the rule was "every 24 hours," which contradicted the published terms.

After my dispute, Betssen edited the promotion page to add "(24 hour rule apply)." This condition was not present when I entered. Betssen is enforcing retroactive changes, which is misleading and unfair. I request enforcement of the original terms or compensation.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. To better understand your situation, could you please clarify the following:

• How many mystery box promotions have you received so far? Please provide the exact dates, times, and deposit amounts for each.
• Have you ever made a deposit expecting to receive a mystery box, only to find it was not credited because less than 24 hours had passed since your previous one? In such cases, did you play with those deposits anyway, or did you leave them untouched?
• Has the casino’s customer support offered you any compensation regarding the missing mystery box?

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

Best regards

Veronika

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Hello Veronika,

Thank you for your response. Please find the requested details below:

1. Mystery Box promotions received so far:

16/08/2025 – 14:20 – Deposit €50 – ✅ Bonus received

17/08/2025 – 00:12 – Deposit €100 – ❌ Bonus not received (system blocked due to 24-hour restriction)

2. Deposits made but Mystery Box not credited:

On 17/08/2025 at 00:12, I deposited €100 expecting to claim again "once per day" as the promotion originally stated. The system did not credit the bonus because less than 24 hours had passed since my first claim. I play with that deposits anyway.

3. Compensation offered by support:

None. Support explicitly refused, stating: "we do not add bonuses post factum, the system does not allow."

4. Additional evidence:

The original promotion stated: "Claim once every day during the promotion."

After my dispute, the casino changed the promo page to add: "(24 hour rule apply)."

Support confirmed this in writing: "Based on [your feedback] we made it even more descriptive and a 24 hour rule has been added."

This clearly shows that the terms were altered mid-promotion and applied retroactively, which directly disadvantaged me as a player who joined under the original wording.

Best regards,

Adela

Thank you for your reply. I understand how disappointing and confusing it must have felt to see the promotion terms changed after you had already joined. From a player’s perspective, this is a poor experience, and the casino should have communicated the conditions more clearly from the beginning.

However, after reviewing the situation, we cannot uphold your complaint. Promotional offers are considered bonus features, and most casinos include general terms that allow them to change, temporarily suspend, or cancel such offers at any time. While the way it was handled is far from ideal, the casino is therefore within its rights to apply such changes.

It’s also important to note that once you proceed to play with your deposit without the bonus, the situation is considered accepted under the casino’s terms, and retroactive compensation cannot be claimed.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Veronika