The player from Greece requested the casino to block her card due to a gambling addiction but was still allowed to deposit 1400€, which she wishes to recover. Since the player used incorrect personal information for creating multiple accounts, the complaint was rejected.
Betmaster Casino - Casino ignored the player's self-exclusion request.
Amount: €1,400
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
5 months ago
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6 months 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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6 months 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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6 months 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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6 months 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.
Automatic translation:
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6 months 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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6 months 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.
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6 months ago
So you opened multiple accounts with different personal information, and only your payment card details were the same. I am sorry but in that case, the casino would not be able to recognize that one of your accounts was already self-excluded. Casinos block users based on their personal information - name, surname, IP, address, phone number, or email. I am not sure blocking your payment card is something that the casino can do.
Since you provided incorrect personal information for opening your duplicate accounts, from our point of view, you are not eligible for refunds. 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.
