The player from Germany has been accused of opening multiple accounts. We rejected this complaint as it was sports betting related.
Betmaster Casino - Player has been accused of opening multiple accounts.
Amount: €2,000
Betmaster Casino
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8.6
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Case closed
Our verdict
Other
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Dear Ladies and Gentlemen,
Betmaster refused me a withdrawal of €2,000 and then closed my account. I describe the process in detail below:
My first withdrawal was approved. The second payout was rejected after the extended KYC procedure. I have submitted all requested documents, most recently screenshots from my Jeton wallet. Suddenly I no longer had access to my account. When I asked, I was told that I was no longer allowed to play at Betmaster because of "multi-accounting, unfair game and suspicious activity." and that all winnings would be retained. When asked, no explanations were given for the violations. I also asked if evidence (name of the alleged 2nd account, IP evidence, logins, etc.) of the alleged multi-accounting could be presented. The reply was that "Unfortunately, evidence cannot be provided in this case". The last email I wrote to the casino, stating that I will file an official complaint with the license holder as well as proceed with this legally matter, was not replied from the casino.
Automatic translation:
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2 years ago
Dear Vasileios,
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?
Could you please advise which games you have been playing (live games, slots, or multiplayer)?
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
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2 years ago
Translation
Hello,
Thank you for your prompt reply. I can rule out that a family member or neighbor registered because they have nothing whatsoever to do with gambling.
I only bet on sports.
Thanks in advance.
Automatic translation:
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2 years ago
Thank you, Vasileios, for your reply. As you might know, our forum Casino.Guru, deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to a sports betting. I can contact the casino on your behalf and try to get some more information, but at the same time, I will be forced to reject your complaint. If it is convenient for you, we can continue our communication through emails. My email address is petronela.k@casino.guru.
Please let me know how you would like to proceed.
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2 years ago
Thank you very much, Vasileios, for your reply. Since you have confirmed that the issue is purely related to sports betting, I’m afraid we won’t be able to help you.
I’m truly sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. As I mentioned earlier, since we don’t have a branch dealing with sports betting yet and enough insight to take on this kind of dispute or judge it appropriately, we are forced to reject your complaint in the end. I really wish I were of more help.
I contacted the casino requesting more information and will continue our communication via emails.
