Complaints and balances at Betsson Brazil: support channels, refund of funds, and appeal options

Betsson states, in a notice published on the domain betsson.bet.br, that funds not withdrawn by October 5, 2026 will be automatically refunded by October 14, 2026, to an account linked to the same CPF as the registration. The only support channel indicated as active in that notice is the email [email protected].

The notice cites compliance with the new regulation (MP 1394/2026). The government portal Brasil sem Bets records that, since September 25, 2026, sports betting and online casinos have been prohibited in Brazil. This guide compiles what archived sources document about deadlines, channels, and appeal options for those who had a balance on the platform.

Refund policy as stated by Betsson

According to the notice on the operator's website, all funds that have not been withdrawn by October 5, 2026, at 23:59 (Brasília time), will remain secure and will be automatically refunded to the customer through a regulated payment provider, by October 14, 2026. The refund will be made to a bank or payment account held by the customer themselves, linked to the same CPF registered with Betsson.

The sources consulted do not detail which payment provider will be used or how to proceed if the banking information on file is outdated.

Active support channel

The shutdown notice indicates that the support channel remains active at the email [email protected]. An archived copy of Betsson Brazil's responsible gaming page also mentioned this email as a channel available 24 hours a day, 7 days a week. We do not have an audited sample of complaints or measured response times for this channel, so it is not possible to assess the effectiveness of current support.

Contacts published in the archived help center

An archived copy of the Betsson Brazil help center (support.betsson.bet.br) listed an address in São Paulo — Rua Capitão Antônio Rosa 409, Sala 505, Jardim Paulistano, CEP 01443-010 — and a toll-free phone number. The same page offered a form to request a callback.

It is not possible to confirm whether these channels are still functioning after the suspension of operations. The shutdown notice mentions only email as the active channel, without referencing the phone number, address, or callback option.

Path indicated by the federal government

The Brasil sem Bets portal states that platforms were required to keep their websites live and allow fund withdrawals until 23:59 on October 5, 2026. For those who did not withdraw in time, the portal indicates that the banks operating with the platforms will return balances between October 9 and 14, 2026, automatically.

If you do not receive the funds within that period, the guidance published on the portal is to contact Caixa Econômica Federal starting October 14. The sources do not detail the exact procedure at Caixa or the documents required for the request.

Authorization and responsible gaming

An archived copy of Betsson Brazil's responsible gaming page states that Simulcasting Brasil Som e Imagem S/A is a company authorized by the Secretaria de Prêmios e Apostas do Ministério da Fazenda (SPA/MF), with a permit issued on February 24, 2025. The same page declares that opening an account or gambling under the age of 18 is prohibited and mentions the centralized self-exclusion system maintained by the Secretaria de Prêmios e Apostas.