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

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

Amount: Mex$31,500

Betmaster Casino
Safety Index:High
Submitted: 21 Feb 2023 | Case closed : 14 Apr 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player from Mexico has been accused of opening multiple accounts. We rejected the complaint because the player didn't respond to our messages and questions.

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1 year ago
Translation

My account was closed by multiple accounts and I only have one account in my name at this casino

Automatic translation:
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1 year ago

Dear Silviacast,

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? Were your winnings accumulated with or without an active bonus? Was your account successfully verified in the past?

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

 

Edited by a Casino Guru admin
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1 year ago
Translation

Yes it is correct, my son and my daughter opened an account but we are family members and everyone plays on their account

Automatic translation:
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1 year ago
  • Do you and your kids share the same household address, device, or payment method?
  • Whose account was created first?
  • Was your account successfully verified in the past?
  • Were your winnings accumulated with or without an active bonus, please?
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1 year ago
Translation
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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1 year ago

To be honest with you, Silviacast, it doesn't look very promising. Please understand if several people play from one device it is very difficult for the casino to distinguish who is who.

  • Have you profited from any promotional offers?
  • Whose account was created first?


Private
Private
1 year ago
Translation
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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1 year ago

I understand that it wasn't you who created the very first account from the same device which was used afterwards to create other accounts. Have you accumulated your winnings with or without an active bonus, please?

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1 year ago
Translation

That's right, I have no bonuses or winnings, my children's accounts are totally in loss.


Automatic translation:
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1 year ago

The disputed amount of Mex$31,500 represents your winnings with an active bonus, please?

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1 year ago

Dear Silviacast,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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1 year ago
Translation

If 31,500 mxn and I do not have an active bonus

Automatic translation:
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1 year ago

But you accumulated your winnings with a bonus, correct?

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1 year ago

Dear Silviacast,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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1 year ago

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.


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