Betmaster Casino - Player has been accused of opening multiple accounts.

Hello. I joined Betmaster casino and won £3572 last year in November. My first £500 withdrawal was processed without incident, but the rest was not processed and I wasn't told why. Eventually I contacted them and they said my account was banned from withdrawing until I provided a selfie of myself and my ID, against the backdrop of my computer that I joined on with the live chat open!

I provided this and then got in touch a couple of times asking about progress. None was given other than the review was still ongoing. Finally, they've turned round and send me the following email;

'Hello!

Please be advised that our Security Department has found additional accounts registered by you in our system. All accounts registered by you were blocked due to the violation of the Terms and Conditions of our service.

According to the Terms and Conditions, all detected accounts will be permanently blocked and the available funds forfeited.'

You are not allowed to open any new account in our system. Please note that every new account created by you in our system is going to be closed and all the funds forfeited.'

I haven't registered any further accounts. I joined one and they took issue with my winning €3500 and then made me wait months before doing this. Furthermore, they were trying to charge a €25 fee per €500 withdrawn if you withdraw more than €500 a day. The first time I withdrew I was stung by this fee, so this time I spaced my withdrawals out and was given the complete runaround. I don't think this is a coincidence.

I would like to request arbitration please to help with this casino. . Thanks.

Dear devscott87,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbours has opened an account from the same IP address or device as yours?

Have you redeemed any promotional offers from this casino in the past? If there’s any relevant communication, please forward it to petronela.k@casino.guru. How long ago you have registered your account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello

I've since spoken to my other half and she has joined, but she's told me she played once and lost. She also didn't join on my computer, or my home network and we did not intentionally do this. I don't see how her joining up and losing can affect my win that was already being dragged out long before this, especially when it's not been deliberate nor benefitted us to do so.

I redeemed my welcome bonus and had then deposited for a follow up one that they emailed out to me. It was on this one (or the one after, can't remember that far back) that I had my win and requested this withdrawal.

Any help in the matter would be great, even if it's just establishing a dialogue. They were already deliberately taking months to accept a simple selfie next to my device so it feels like they've just searched until they found a term that fits to take my win back.

Thank you, devscott87, could you please advise when both accounts were registered? Was any of those accounts verified successfully in the past?

Hi, sorry for the delay. I joined on the 7th of November, and my partner doesn't remember but it was some time in December. She made a single deposit and lost. This hardly seems like reasonable grounds to confiscate my pre-existing win, especially from a casino holding such a high rating

Thank you very much, devscott87, for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Devscott87.

When was your account blocked? I would like to invite the casino representative into the case.

Please check the devscott87 account and explain to us whats happened.

Hello, they blocked my account on the 16th of January and stopped replying to anything. I genuinely don't think I've done anything wrong and I fully intended to keep playing at this casino once they paid up my winnings, so I'm hoping we can establish a dialogue.

Thank you

Hello,

I am sorry for the situation occurred, however the customer breached our T&Cs.

I would like to provide evidence that the customer violated the company's T&Cs and used multiple accounts for playing in our system that is strictly forbidden as our T&C's say. The customer managed to withdraw more than deposited, the rest of the funds have been forfeited.

Could you please give us email where we can send proof, since this information is internal and cannot be shared publicly.

Thank you.

Dear Betmaster casino representative, please send relevant evidence to matej@casino.guru

Thanks.

Hello,

Sorry for the latte reply, the evidence will be provided to your email mentioned above.

Thank you

Hello Matej,

Is it possible to extend the deadline for this complaint? The Security department will send me the evidence by the end of the current week.

Thank you in advance.

Yesterday I received the evidence from the casino.

I have some additional questions on Devscott87.

Your wife made just a single deposit?

Is there somebody else who you know or recommended to play in the casino?

From memory that's correct but I can double check this if you like. I join a lot of casinos and usually base them on the ratings on this site. I told a couple of mates about Betmaster because I thought they had a generous weekly offer on, and an almost perfect rating, but I would assume that they didn't all go and join off the back of that. Do you want me to ask about?

The casino believes that multiple accounts were used by one person (by you). 

Do you know somebody from your friends or family who is playing in this casino?

Dear devscott87,

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.

Hello

Sorry for the delay. I've asked about; nobody has said anything so I have to assume that the answer is no. My partner did join and played once, but I don't understand why they would take issue with that.

Thank you

Dear devscott87, 

The casino provided us with the evidence from which it is clear that your account is connected with other accounts (not only your partner). We evaluated evidence as sufficient, but we recommend the player contact the licensing authority in cases like this. They can investigate the case more deeply with access to all the casino files and logs. 

Please visit the website: https://www.curacao-egaming.com/

Click on "contact us" and file a complaint there.

Let me know when you get a response from the regulator. (matej@casino.guru)

Hello

Thank you for investigating and I'll follow that advice, and make a complaint later.

All the best

Based on the evidence from the casino, I am closing this complaint as rejected. However, if the regulator decides in favour of devscott87: Please forward me their answer to matej@casino.guru, and I will close the complaint accordingly.