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

Hello I did an account in betmaster I play I didn't win something in the first account and I open a second .I did not know that your not allowed.i won 400€ I can not verify the account so I send message .they told me to close the other account and keep this. I have all the conversations they told me to send my documents in an email .and 2 hours later they close it. But when I put deposit they take it. I want my money. I close the first account the moment they told me that is not allowed. They trick me.

Dear Chrisa,

Thank you for submitting your complaint. I’m sorry to hear about your problem. I have checked carefully the T&Cs and this is what I found https://betmaster.io/doc/agreement?lang=en:

"12. Every player can open only one account per Website. The use of identical e-mail addresses or telephone numbers in various Personal Accounts is prohibited. The player shall use one e-mail address or telephone number to which only he has access. Should any player open another Personal Account in his own name or in someone else's name or in conjunction with one or several persons after his Personal Account was closed/limited for any reason whatsoever, Company reserves the right not only to close those accounts but also, at any time, to cancel any transactions (bets, wagers), to exclude the player from participating in further games and call in any free money credited. Company further reserves the right to cancel any transactions, refuse all pay-outs, exclude a player from placing bets/the participation in a game and/or block the player's Personal Account if there is a justified suspicion of an event or a bet placed being manipulated/rigged, or a suspicion of circumventing the maximum win/stake, using frontmen, acting as frontman for a third party or acting on a third party's account, or the use of impermissible software tools.

13. If a Player attempts to open or has opened more than one account per Website, all accounts may be blocked or closed. Only one account for each household, device, IP address, financial instrument is allowed. Company may perform additional security checks in order to detect multiple accounts."

Please understand, that it is strictly forbidden, in the majority of the casinos, to have more than one account. As you admitted, you have opened more than one account from the same IP address. This has been recognized by the casino as breaching T&Cs and your account blocked.

We always recommend reactivating the old account instead of creating a new one to avoid any misunderstanding.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Best regards,

Petronela

They send this in my email .but one of the team told me to close the one account because of I did not know.told me to send in the first account that I want to close it and I did and the next to verify the other account that I won 400€ . If they don't want to give me my winnings I want my deposits back. Why they let me to do a deposit ???

And my other account was open but was put a deposit limit and in bongo and betmaster they did not have verify that is why I open a second one .I did not know.

They sent that might take my deposits back .I will contact you when they tell me.

Please keep me informed. I will be waiting for an update patiently.

Hello Chrisa,

Have there been any developments since our last conversation?

Hello I send a message yesterday and they told me to wait for they response.

Please keep me informed. I will be waiting for an update patiently.

Dear Chrisa,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Hello I sent a message again and they tell again to wait.i told them that you wait they response.i will sent them a message again because in the beginning they told me to wait ten days.i have all the messages if you want.

While you're waiting for their reply, could you please forward any relevant communication between you and the casino, please? My email address is petronela.k@casino.guru.

OK I will send you the emails the other in the site I did not cope them

Thank you, Chrisa, for the forwarded communication. Could you please advise if you have redeemed any bonuses in any of your accounts?

Do you mean if I have take the bonuses??? No I play without bonus.

I play in the one account I did not win and 2 days later I open a new account, I did not know that you can do that .I send my id I put money and then when I won I saw that Tell me I have already an account with this id. I send a message and they tell to send a message that I want to close the first account so I can keep this. And I did.they knew that I have 2 accounts I told them and they told me to send message to close it and then verified the second account.and when I tried to insert the account they close it.and the other messages you read it.

Thank you very much, Chrisa, 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.

Thank you very much I hope so too.

Hello Chrisa.

I am sorry to hear about your troubles.

May I ask, what was the reason for opening another account when you already had one?

Because I did not knew that it is fordidden and sometimes when I play first time in a casino I was more lucky.and I was.i told them to close the other account they said no problem and send a email with my id credit and my face to do it.

I would like to invite the Betmaster casino representative into the case.

Please explain us what exactly happened.

Thanks.

We would like to ask Betmaster Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hello Chrisa,

The casino is non-responding, but I tried to contact another casino representative via Skype.

I hope you don't mind waiting a bit longer and hopefully get some answers.

Hello,

The evidence for multiple accounts registration was sent to the email matej@casino.guru.

Please kindly check it out.

Thank you.

Chrisa, can you please send me the email which you used for the first account?

Hello yes it's my phone can I send you an email because I don't want to put here?

You can freely post your email here. The message will be marked as private, so only me, you and the casino representative will see it.

That's the cellphone number. Could you give me an email address?

Dear Chrisa.

The Casino representative sent us the evidence with 3 accounts under your name with the same details.

We believe that you have no right to your winnings in light of this new evidence.

I did not have 3 accounts with the verification but if you think so OK but if I did have they must not take deposits. If someone have problems with gambling and they leave you to make a new account to play. But if you win they don't give you your winnings it's not fair. And if they don't give me my winnings I wanted my deposits back that is I wanted.

Unfortunatelly, when a player takes bonuses on multiple accounts, there is no right for refunds.

Casinos must pay for these bonuses, and it would be very unfair if they caught somebody who was abusing their bonus system and gave him back the deposits. The player could easily continue creating multiple accounts or do the same in another casino, which would be unfair because it is against the casino's terms and because it causes a financial loss to the casino.

So I am sorry Chrisa, but you have no right for returning the deposits.

I did not take any of the bonuses in never play with bonus.

Dear Chrisa, the casino proved that on another account registered under your name the bonuses were activated.

Because of that, we are rejecting the case.