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

i registered in betmaster, i made successfully my deposits, i completed successfully the automatic verification and also successfully i had my first withdrawal 500 euros in my bank account.

i continued to play in the casino and i had more earnings so i applied for a new withdrawal and then after 2 days they reject it and ask from me documents for verification..

i select all of them according to their instructions and sent back.. the customer service say to me that the verification process needs up to 5 business days..

already passed 11 days totally but no answer nobody knows and everybody of the customer service chat apologise and advise me to be patient.

the complaint service answer me the 8th day that verification may takes up to 30 days because of invastigation of illegally actions

in this company i played ONLY LIVE ROULETTE , SOME SLOTS , AND CRAYZY TIME (live show) - i never took and never ask or hunt any kind of bonus or free spins i never bet on sports!!!

everybody knows that you can not cheat on roullete or slot machines specially when you never accepted any bonus or free spins.

for every word above i ll sent proofs to this forum!

today the 11th day of waiting the verification they block my account ( balance was 5300 euros) due to multiple accounts that is totally lie 

i had only one account in their site in my name with only one mail adress and only one phone number!

casinoguru you are my second last option to solve the problem.. if not my lawyer ll offend this company to the game control committee..

Dear stavmano,

Thank you very much for submitting your complaint. I’m 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 neighbors has opened an account from the same IP address or device as yours or using your email address?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

You know when they told me i was afraid that maybe in the past i had made already account and didnt remember..but even if this happened it is sure that i used the same phone the same name the same e mail.and i think in this situation they notice that the account already exist.

So im sure that i registered one time ..i never tried to create another account.. i login from the computer of my office and my mobile phone with wifi connection of my office and my house and of course sometimes using 4g connection.

Its impossible someone of my closest enviroment to create acount with my IP in this web site.

**when they block me i asked from them to give me details and proofs ( when and who create account with my IP)

.today i received answer that dont worry you already withdrawan you deposit and we cannot give any details or proofs.

And i want to ask if i make multiple accounts why the let me withdrawn 500 euros at first.

My opinion is that someone make multiple accounts to claim bonus and free spins.

I didnt have any reason because i never ask or accept any kind of bonus.

I played only roulette and slots and live shows..Everybody knows that you cannot cheat there is impossible!!!!

For everything above that i said i have proofs..i can provide to you..

Thank you

im trying to find documents when i registered in this casino.. i cannot find because they never send me confirmation that i succesfully signed up never to my email either to my phone.

their registeration is extremely simple: you just click on sign up and you just enter your phone and thats it.

after that you dont receive any confirmation like '' welcome and thank you for the registaration to our casino''

also to login is the same situation.

i cannot remember if i had registered in the past (for example 5 months ago) because i didnt have any confirmation..im afraid that if something happen by mistake is that i signed up before months and i couldnt remember so by mistake maybe i sign up again..

if you dont have any report that you have already signed up is absolutely natural to forget it after months...personally i play in a lot of casinos.

the only sure is that if i registered there for first time i didnt even play i didnt deposit i didnt take any bonus or free spins..probably i made a tour to the casino to see if i like the enviroment gaming.

i remember clear to have activity first time only on 9/2/22 when i had my first deposit.. i played almost one week without any bonus or free spins and only casino.

they succesfully accept my first withdrawal 500 euro.. and after this problem!

i cannot be sure that by accident try to sign up for second time but the sure is that i didnt do it on any purpose and if i did it was because they never confirm my registaration and they never use any filter like other companies use to remind the players that this account already exist...

i can claim that this company with this system of registaration is very easy to confuse and trap players and when they win to refuse to pay...

Thank you very much, stavmano, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) 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 stavmano,

I have reviewed your case and will now contact the casino to see if I can help.

We would like to invite Betmaster Casino to join the conversation and to aid in the resolution of this complaint.

Dear Betmaster Casino,

The player has been accused of opening multiple accounts.

Please allow me to ask, would this not have been flagged when the player made a withdrawal previously?

I would also like to ask you to please forward supporting evidence regarding the player's multiple accounts to my e-mail adam.m@casino.guru.

please make the screenshots private...they have personal details! thank you

Hello stavmano,

Thank you for the additional information. I have made contact with the casino via email and I will update you here when I have further information.

Hello stavmano,

Upon conducting further analysis of your account's activity, the casino has discovered it was mistaken.

They have also stated:

"We sincerely apologise for causing such inconvenience to the customer, his account has been restored, he may continue playing or withdraw the available funds."

Could you please confirm that your account has indeed been restored?

Dear casino guru,

I confirm that they have reopened my account again and all funds are there.

I cannot find words to say thank you for your help! Please send me a link if it is possible to donate your site. I want to support your work, without your help it was impossible to protect myself..its very important for all the gambling comunnity that you exist.

Now for Betmaster im dissapointed. I knew that is big company and they shouldnt behave like that..we play with real money and they play with our psychology.

Anyway i respect that they talk about mistake..everybody can make! But its difficult to forget my psychological disaster after what happen..im waiting now from them how they ll behave with my withdrawals..

I already applied for a withdrawal and im planning to apply for some more..so last favour from you if its possible is not to close this issue till i see that the transactions work normally and they are ready to pay my winnings!

Dear casinoguru thank you again so much for everything!!!

Hello stavmano,

I am glad to hear that your account was restored, we will of course leave this complaint open until we hear your payments are being received.

I will extend the timer to 7 days to allow for this, please keep us updated in the meantime.

Kind regards,

Adam

Dear stavmano,

Have there been any further developments with your payments?

kind regards,

Adam

Dear casinoguru,

As i confirmed before they reopened my account again.

I ve already applied for 3 transactions and yes they successfully completed.

They have limit 500 euros per day for withdrawal via mastercard.

So i cannot withdrawal all my funds in one time.but this is not problem because i want to play also some of them.

Yes finally at the moment everything seems to work normally!

I hope that i ll not have any other problem in the future with this company..

For once again i want to thank you so much for everything you did for me..i have to say that without your help it was impossible to find my rights..

Thank you!

Hello stavmano,

Thank you for your response.

As you state you have no further issues and are receiving your payments, I will now close this complaint as 'resolved' in our system.

Thank you for using the Casino Guru complaint resolution center. Should you run into any problems with this or any other casino in the future, please do not hesitate to contact us.

Kind regards,

Adam