The player from Ecuador has been accused of opening multiple accounts. We rejected the complaint because the player didn't respond to our messages and questions.
Betmaster Casino - Player has been accused of opening multiple accounts.
Amount: $3,500
Betmaster Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
10 months ago
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11 months ago
Translation
Betmaster made it difficult for me to withdraw my money, asking me for several documents for 1 month, making me wait 5 days to verify each document and finally asking me for an additional document every time. At the end of the day they sent me an email that blocked my account for multiple accounts and removed my funds, it is noted that I always use vpn and betmaster's policies do not prohibit its use. In the end I felt cheated and they just took my account because I started to earn a lot of money.
Automatic translation:
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11 months ago
Dear danielheredia,
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?
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
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10 months ago
Dear danielheredia,
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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10 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
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