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

Hello there,

I am a new user to the casino, I saw its reputation here and I registered with the casino.

Initially I opened an account with USD as my currency but couldn't make in deposits,so I complained to the casino, and they advised that I should open another account with thesame email address but they'll have to blocked the previous account, which I agreed, after the procedure, I enrolled in the KYC but didn't went in successful at first,but they later fixed it,and I made in deposits, after playing some games I was able to reach an amount I can withdraw,but the casino refused me withdrawals, after contacting the case they accused me for having multiple accounts.

Please casino guru assist me,I'm innocent to this accusation....I can see they have a very good reputation here!

But why will they accuse me of such and confiscate my winnings?

I have the evidence of our chats with the support and I passed the KYC.

Dear Abdulrahaman,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that your first account didn't have any game activity? Were the winnings on your second account accumulated with or without an active bonus?

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? 

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 your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Petronela,

There was no game activity on my first account,and the second account I only used my funds without bonuses.

You see Petronela, I'm a student, I told my friends about the site, but I'm sure none opened an account with my mobile or same IP, and in my household no body gambles to my own knowledge. And I'm sure none of them have withdrawn, but they've all registered and will play on the platform if I get a successful withdrawals, that was what they told me, despite telling them that the casino is having a very good reputation here.

The communication between I and the casino, is below.

and then the kyc was resolved.

Thank you Petronela.

Kind regards.

Hello dear,

To make the issue swift and clearer, I think I know where the problem is coming from.....initially I told the casino supports that I was going to inform my friends about thier site and they agreed(it was clearly stated that I told 3 of my friends),if it was a prohibition they should have easily tell me that my friends cannot register with them,and it would have been easier, I won't tell them about the site.

Just now I told my friends that I referred the casino's site to, and they too,all tried logging in thier accounts but couldn't,they've been denied the acess to,

All thanks to God I'm the only one with funds in my account!

These conversations were during the time I was having troubles trying to make deposits.

Honestly speaking, these information are what I can provide base on my knowledge, I have been familiar with most casino rules.

For no reason will I dare to have multiple accounts.

I told my friends because, in our institute, we pay most bills in USD,and our cards are limited to "$20USD" per month,apart from the fun with gambling sometimes we tend to make money to pay off some bills, getting a BOOKMAKER that accepts naira and gives dollar in return is an added advantage.

I and my friends do not stay in thesame house,we only meet each other at school but sometimes pays each other visits.

But trust me there is no dishonesty in my activity to the site's usage,so far I'm the only one that made in deposit into my account, just to see how it goes, and I suggested that they all undergo verification before making deposits.

Thank you!

Kind regards,

Abdulrahaman.

Thank you very much, Abdulrahaman, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, Abdulrahaman,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Betmaster Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Betmaster Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? What is the issue with his account?

Thank you in advance for providing the information.

Dear Abdulrahaman,

Can you please confirm that most of your winnings were obtained from sports betting? Did you play only sports betting in Betmaster Casino?

Dear branislav,

Not only from sports betting actually, I played slots and spins but I was loosing more often.

Alright, thank you for confirmation.

Dear Betmaster Casino Team,

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear Branislav,

We have forwarded the evidence to your email for your kind consideration.

We look forward to your reply.

Best regards.

Greetings all,

I am sorry for the delayed reply.

Thank you, Betmaster Casino Team, for your email and the provided data. Could you please see my last email and answer the additional questions?

In the meantime, I will also discuss all the circumstances internally with my team and, once I have any news, I will share them with you here as soon as possible.

Dear Abdulrahaman,

As you might know, our forum deals with complaints about online casinos only. I understand it must be difficult for you, but unfortunately, we do not have enough insight to take on this kind of issue, and after gathering the necessary information from all involved, it is clear that the allegations relate to sports betting play. Therefore, I am forced to close your complaint as "rejected".

I recommend you submit your complaint to one of the websites that deal with sports betting-related complaints, or directly to the authority that regulates the casino.

Anyway, if it is convenient for you, we can continue our communication through e-mail (branislav.b@casino.guru).

Thank you very much for your understanding, and sincerely wish you good luck in resolving your issue.

Best regards,

Branislav, Casino.Guru