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Hi ▇▇▇▇▇ - welcome to CasinoReviews.com!

As your issue is already being reviewed by the regulator, we would not involve our service in this case. You will need to wait for the MGA to offer a response to this matter.

You may find the free Responsible Gambling app BetBlocker useful. It allows users to restrict their internet capable devices from accessing over 88k gambling operator websites for between 24 hours and 5 years.

You can also find information on the various support agencies available to support you in your country in our Responsible Gambling Directory.

Sorry we cannot be of further assistance.

CasinoReviews.com Complaints Team

This issue has already been escalated to the appropriate regulatory whose authority supersedes our own.

Dear The Pogg Team,

I am submitting a formal complaint against Betsson Group for their failure to uphold their responsible gambling obligations, which has led to severe financial losses and significant mental health consequences for me. I am seeking your assistance in resolving this matter, as I have already submitted a complaint to the Malta Gaming Authority (MGA), which they accepted on **February 18, 2025**. However, despite my repeated attempts to follow up, I have not received any further response from MGA.

Furthermore, on **February 27, 2025**, I received a LinkedIn notification that an employee from Betsson Group had searched for my profile. This occurred while my complaint was still open with MGA, and I found it deeply unsettling. This incident has only further damaged my trust in Betsson and their willingness to handle my case appropriately.

### **Background of the Complaint:**

- **Account Creation and Gambling Addiction**: I created my account with Betsson on **April 20, 2020**, and this was my first experience with online casino games. My gambling addiction developed rapidly, and by **February 13, 2021**, I had lost **€100,000** in a single night. Betsson even sent me a message advising me to either withdraw my funds immediately or consider self-exclusion, as they noticed a pattern of me cancelling withdrawals and losing my entire balance. This shows they were fully aware of my problematic behavior but failed to intervene effectively.
- **E-mail from Betsson on 01.05.2020**: On **May 1, 2020**, I received an email from Betsson in which they mentioned that they had noticed I was frequently stopping my withdrawals. In this email, they emphasized their commitment to creating a safe environment for players and stated that no one should be playing with more money than they can afford to lose. This email came very early in my development of gambling addiction, and Betsson had the opportunity to intervene at this stage before things escalated further. At the time, I had no knowledge or understanding of gambling or gambling addiction, and I simply responded that everything was fine (which is a common response among those struggling with addiction). I was only **19 years old** at this time, and Betsson, as a large and well-established company, should have recognized the warning signs (as they themselves indicated in the email). They had far more knowledge and experience in this area than I did, and yet they chose not to take action. I strongly believe that Betsson should be held responsible for my developing gambling addiction, especially after **May 1, 2020**, when they were clearly aware of the early signs of my problem. Attached, I am including a screenshot of the email from Betsson, which was written in Norwegian.
- **Excessive Gambling and Marketing**: Betsson continued to engage me with aggressive marketing, including VIP bonuses and loyalty rewards, which only worsened my addiction. Despite informing them that I was a student with no income, they continued to allow me to gamble large amounts of money, which were clearly unsustainable.
- **Personal Interaction with Betsson Employee**: From march to may 2021, I worked as a telemarketer in Malta with a very low salary, making it impossible for me to afford the high amounts I was gambling. One time I was out drinking I met a guy that said he knew that i was playing for high amounts on Betsson, because he work there. He also told me that he heard me tell another friend of mine that i have never gambled (wich indicated that i was hiding my problem). The guy was **▇▇▇▇▇▇▇▇▇▇▇▇▇▇**, who worked in the VIP department under the alias "▇▇▇▇▇." He personally approached me, noting my excessive gambling behavior and desperate attempts to get more bonuses. Despite this, Betsson took no action to address my issues. They also breached their confidentiality by having an employee approach me at a social venue, in front of my friends, and talk about my gambling habits. (I tried to talk to Betsson about this in 2021) Attached is also my conversation with Betsson from 21/22, where I attempt to address the issue of the confidentiality breach. I record it as an attempt to intimidate me by having them send regards from '▇▇▇▇▇' at the end of the message, which is the same name I was told ▇▇▇▇▇▇ went by
- **Mental Health Consequences**: As a direct result of Betsson’s failure to act responsibly, I have suffered from serious mental health issues, including anxiety and depression. At my worst, I experienced suicidal thoughts, which required medical intervention. This has been compounded by Betsson's repeated failure to honor my requests for self-exclusion and account closure.
- **Ongoing Failure to Act**: Despite multiple attempts to self-exclude and close my account, Betsson repeatedly reopened my account, disregarding all the warning signs of my gambling problems. Their failure to follow responsible gambling policies has caused significant financial and emotional distress. When they kept reopening my account whenever I requested it, after I had closed it on my own accord, it became impossible for me to overcome my addiction on my own. I received absolutely no help from Betsson.

### **Request for Assistance:**

I have already submitted my complaint to the MGA, which was accepted on **February 18, 2025**. However, despite following up with MGA, I have received no response regarding the progress of my case.

Given the severity of the situation, I am now seeking your assistance in handling this matter. I would greatly appreciate it if you could intervene with Betsson and help me secure a resolution. Specifically, I am seeking a **refund of my net gambling losses** totaling **€123,900**, as well as compensation for the significant emotional suffering I have endured due to Betsson’s negligence.

Additionally, the recent LinkedIn incident has left me feeling extremely uncomfortable and further erodes my trust in Betsson's ability to handle my case appropriately.

I hope you can assist in bringing this matter to a resolution and hold Betsson accountable for their actions. I trust that you will treat this matter with the seriousness it deserves.

Thank you for your time and assistance.

Sincerely,

▇▇▇▇▇▇▇▇▇▇▇▇▇

Betsson Group - Formal Complaint

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