The player from Greece requested the casino to block his card due to a gambling addiction but was still allowed to deposit 1400€, which he wishes to recover.
Betmaster Casino - Casino ignored the player's self-exclusion request.
Amount: €1,400
Betmaster Casino
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Case opened
Current status
Waiting for Casino Guru to reply
3d 3h 58m 50s
Case summary
3 days ago
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1 week ago
Translation
I have informed them that I want them to block my card due to a gambling addiction.
They allowed me to deposit 1400€, which I want back.
Automatic translation:
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1 week ago
Dear Naysika,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem).
Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.l@casino.guru.
Thank you very much in advance.
Best regards,
Veronika
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1 week ago
Translation
Of course I will send them to you.
I have informed them that I have an addiction problem and had created multiple accounts and deposits with the same card and payment information.
I told them to block my card the one I made deposits on.
Today they allowed me to deposit €2100 not €1400.
I deposited them with the card I have told them to block.
This is unethical.
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1 week ago
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Well people are cheaters.
I had informed them that I had set up multiple accounts and was paying with the same card and payment details. How is this happening? They hadn't seen it?
I had asked them to block me based on ip and they told me that it is not possible, I told them to block my card and they did.
But today I made a deposit normally with this card with apple pay same card same payment details.
They refuse to refund my money even though I have informed them.
There are the emails I sent them.
I have never seen such predators and fraudsters, they know that someone is addicted, that there is a problem, they have informed them and asked to block the card, and they allow him to deposit.
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4 days ago
Do I understand correctly that you opened multiple accounts in this casino?
Have you used the same personal information for registering? Has any of your accounts passed the KYC verification?
Please bear in mind that the casino is unable to block your payment card for deposits, they are able only to block your account.
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4 days ago
Translation
I was using different registration details and same payment details on the same card.
I have verified my account the one I deposited now but they blocked it when I asked them for my money back.
The casino can block their card I asked and they did.
I used the same card on all accounts.
I couldn't deposit with this card because it was blocked but they let me deposit with the same card via Apple Pay.
Automatic translation:
Casino Guru is examining the case
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