Betmaster Casino - Player expressed concerns about the Responsible gambling.

There is no mention anywhere that the cool-off period is in place, deposits can be made to the account but money can no longer be withdrawn. Casino that unfair means and the customer will never get their money back. I tried to close my account and asked for my money back but this was not accepted.

Dear Janne,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem, even if I’m not sure that I have understood it completely. Have you requested a cool-off period, but it doesn't work properly? Do I understand correctly that you are still able to make deposits to your account?

I checked the responsible gambling section (https://betmasterlive.com/en/responsible-gambling) and I found this:

"Setting up a Cooling Off Period

To help our customers stay in control, we encourage them to take breaks from gambling by setting up a Cooling Off option. This option will let you freeze your account for between 24 hours and 90 days. Any player with an active Cooling Off period is still allowed to login and withdraw available funds. No deposits, betting or gaming can be made during an active Cooling Off period. The Cooling Off period is applied to your account immediately."

If I understood you correctly and you have set the Cooling-off period, you shouldn't be able to make any deposits, but you should still be able to withdraw funds available in your account.

I hope, we will be able to help you with your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Dear Janne,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.