Betmaster Casino - Player is requesting a refund of his deposits.

Hi

i opened an account with this casino with my mobile number few months ago. I was deposited and played a while. Then few weeks ago I was opened an another account with Betmaster with my email address. I was deposited and played 680$. But when I checked my transaction history I already opened an account with this casino few months ago. I have filled up my personal details in my first account including my email address. When I opened my second account their system didn’t stop me for using my email address and let me to make deposits and play. Players shouldn’t have multiple account, how could this casino didn’t stop me for making deposit. Please help me to get refunds from this casino because when I entered my personal details for my second account it didn’t stop by their system. But it has to stop for someone registering the same details and the creditcard with another player. Betmaster group makes money from addicted players. Even i was closed my account months ago via chat. They are saying my first account was open when I opened an second account.

please help me.

Dear Anto1318,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found https://betmaster.io/agreement?lang=en:

"You are allowed to have only one Client Account on this Website. If You

attempt to open more than one Client Account, all accounts You try to

open may be blocked or closed. Only one Client Account for each

household, device, IP address, financial instrument is allowed. Company

may perform additional security checks in order to detect multiple

accounts."

I would suggest checking our article regarding "Player verification and duplicate accounts https://casino.guru/fair-gambling-codex-for-casinos#duplicate-accounts. Most casinos only check for duplicate accounts as a part of the verification process, which is generally done when a player asks for a withdrawal. Could you please advise if your account has been fully verified? You have knowingly or accidentally opened two accounts, is that correct? Please clarify on what grounds do you request a refund?

If there is any relevant communication related to your request to close the account, please do not hesitate to share it with me, otherwise, I’m afraid there’s not much we can do for you.

Best regards,

Petronela

Hi

i accidentally opened a second account. When I deposited and I check I had another account with same transaction history in my bank statement.I was deposited my old account as well.their terms says only one account allowed per IP address. My old account I opened on few months ago but the new account opened few weeks ago with same IP address. Why they didn’t close my account immediately even they have my personal details of my old account. Because they want to make money from even addicted players. I was closed my old account because of addiction via chat. I have verified my old account via mobile number.

Hi

please have a look below screenshot regarding new account opening in Betmaster. It clearly says if you open new account you have to enter mobile no and email address and personal details as well. How could system let me open second account with same email address?

Hi

if you open a account in Betmaster you have to enter mobile number and email address and personal details. How could their system let me register second time with same email and same mobile number. I Used the same email address and I am using only one mobile number. They are adjusting the system to let players to open multiple accounts to make more money.

Thank you, Anto1318, for your reply. Could you please forward emails or screenshots showing that you have sent a request for your first account closure? Did you specify in that request for how long you wish your account to be closed and clearly stated the reason why? Have you mentioned gambling problem?

Hi

i think I did via chat. I didn’t have transcripts as well. Anothe thing I opened second account accidentally. I can’t remember I was closed my account via chat or mail, I do not have copy.

Dear Anto1318,

Please check again your emails from the period when you have closed your first account. You must have been notified that the account will be suspended at your request. Looking forward to hearing from you.

hi

i already checked I don’t have mail or anything for confirmation. If you close your account via chat you won’t get notifications.

Hi

i want to know if my first account didn’t close it but i accidentally open second account, how could their system override player email address twice for opening new accounts.

You stated earlier that your first account has been opened by using a phone number and your second account using an email address. Do you still have, by any chance, the registration emails notifications from both accounts? 

No my first account been opened few months ago. I can’t remember how did I open. Even if you open new account in Betmaster you won’t receive welcome mail that’s the problem can’t remember you have a account or not.

No my first account been opened few months ago. I can’t remember how did I open. Even if you open new account in Betmaster you won’t receive welcome mail that’s the problem can’t remember you have a account or not.

Thank you very much, Anto1318, for providing all the necessary information via email. I will now transfer your complaint to my colleague Jozef 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 Anto.

I am sorry to hear about your negative experience with the BetMaster Casino. We will now try to get in touch with them.

Hello,

I would like to provide evidence to the CasinoGuru representatives that customer's accounts were closed immediately upon customer's request. We would like to prove it privately, since this information is internal (from our Admin panel) and can't be shared publicly. Could you please share an email where we can send this evidence?

The customer in question indeed registered several accounts in Betmaster, one with the phone number, another with the email as it turned out later. All accounts were closed on time upon the customer's requests to the Support team. Our system doesn't let new registrations with the same email or phone number, that's why the customer opened one account with the phone number, another with the email. Unfortunately, we can't know and control how many new different emails or phone numbers every user creates in order to violate the T&Cs and have more than one gaming account.

Kind regards.

Hi betmaster

can we open a new account in Betmaster with only phone number? I aready checked up everything in your site players have to enter all the details including email address to open a new account. Did you change the sign up procedure recently? Did you mention in terms and conditions about the sign up procedure been changed? How did I open old account with only phone number? Can you show me the evidence?

Hi casino guru

please ask Betmaster when did I opened my old account with phone number? And ask them what email address should I used to confirm my identity to made deposits to my old account? Please ask this evidence, and I will send the client agreement from Betmaster they have been updated on Oct 2020.

Dear Betmaster Casino team.

Thank you for your cooperation. Please, could you forward the evidence to my email address jozef.k@casino.guru? We would also highly appreciate if you can react to the player's comments (if it is possible).

Hello,

I have sent the evidence to jozef.k@casino.guru, please kindly check it out and come back to us with your resolution.

As per the customer's comments, new registration flow (only with a phone number) was implemented after the customer registered his accounts, we can also prove it. The new sign up flow requires a phone number, but there is no email confirmation.

Also, I would like to draw your attention that the customer has lost his funds in a fair game, upon his request his accounts registered in Betmaster with a phone number and email were closed. I understand the customer's frustration, but see no reason why his deposits should be returned if he himself opened various accounts with different data and breaking our T&C's.

Show me the new sign up flow reuires only phone number? Can you prove his first. There wasn’t any option for signing up new account with phone number. Why there is no email confirmation. First prove the old account signed up date and time and the account details as well.

Hi casinoguru

please have a look Betmaster sign up process you have to enter phone number and email address and personal details to create new account. There is no ways to create a new account with only phone number. You can clearly see they are cheating and make money from players to create multiple accounts and keep the deposits. If you win money with multiple accounts they won’t pay you according to terms and Conditions what about deposits?

please inform other players aware of this casino especially new players creating account won’t receive welcome mail.

Already this casino groups been blacklisted in Askgamblers for cheating players. I am waiting for your resolution.

Dear Anto.

I can confirm that we have received relevant proofs from the Betmaster Casino team sustaining their claims. Since you have clearly breached the casino T&Cs we believe you are not entitled to the refund. Please, be aware that creating multiple accounts is strictly forbidden in most of the casinos. If you are registered in many casinos I would recommend you to always check with the casino support if there is any other account with your personal info.

By the way, the Betmasters Casino is not blacklisted on Askgamblers website, but their cooperation is just terminated and as you can check on your own, all of their complaints are either resolved or rejected.

Unfortunately, I am forced to close the complaint as 'rejected'.

Best regards, Jozef

Casino.Guru

jozef.k@casino.guru