Betmaster Casino - Player is struggling to complete account verification.

I have registered betmaster casino on 13th May 2023. Passed primary verification. Played few days in a row and total deposits reached 8300 usdt (total 5 deposits). So I was on a very tough down streak (nobody cared in casino) and I was loosing all the bets. Nonetheless by the end of the day 16th May and during 17th May things changed and I broke even and won a little. Total balance reached 10597.53 usdt (8300 usdt of that amount were my deposits).

I tried to arrange first withdrawal in the amount just 600 usdt (that was the limit). Casino asked to pass extended verification and requested a lot of documents including those provided earlier. A lot of different selfies were requeseted (3 or 4 types of selfies with different stuff at my back, like support chat, crypto-wallet, ID etc). I have presented all this in full. This took a lot of time as they were constantly complaining on the quality and I had to retake the selfies again.

After all, they told me they perform account verification for 5 working days from the day of receival of last requested document (dated 24th May) and I agreed to that when accepted their T&C.

I found this clause '5.23. Verification process usually may take up to 5 business days, in rare cases longer than this'. So in 'rare cases' it can take forever and I 'agreed' to that.

Anyway 5 business days ended May 30th. I got no messages from them. All my withdrawal requests declined (as of account 'not verified' status I think). 

Up to this moment account not FULLY verified, no further requests came from casino and no withdrawal requests served. It's dragging since May, 17th. I ask help of your project in withdrawing the balance from betmaster casino!

Dear SergeySm,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino ensures the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

When was the last time you communicated with the casino? Could you please forward all the relevant communication between you and the casino to veronika.l@casino.guru? Alternatively, you may post it here.

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,

Veronika

Hello,

Thank you for your answer. I have sent all the relevant communication between me and casino to your email.

Last time we talked May, 31st - the situation is the same, they say that verification is still in progress. I undersand the importance of KYC but also want to draw attention that this casino accept crypto-currencies as payment. And exactly crypto was used for deposits in my case. So normally in crypto-casinos not necessary to have such a strong KYC. A lot of players complaining to this casino for it's abnormally long procedure. 

When I deposited one after another would be logic to reject one of the deposit and ask to pass KYC first. But no - they always ask only when you want your money back. And this becames a headache usually.

Finally they have just blocked my account with detension all funds accusing me of 'dishonest game'. So the problem was not in 'verification' but in finding the reason not to pay. Finally when they didn't find any wrong in my personal data they just announced I play 'dishonest'. This is totally dishonest and garbage casino I ever played. All the funds including my deposits of 8300 usdt withheld. Total amount of stolen money is 10597.53 usdt

PS. It is stated in description 'This casino forbids certain betting patterns or strategies when playing with bonus funds, but we have not witnessed this rule being used against players yet" - I never used bonus funds thou it's a clear evidence.

Thank you, SergeySm, for your emails. What kinds of games have you played in the casino? Slots, live casino games (roulette, blackjack, baccarat), or some other games?

I played live blackjack by Evolution provider only. I haven't used any bonus funds, claimed no bonuses. I haven't used as they stated 'devices such as robots or other artificial assistants, external programs or any manipulative strategies that distort normal gameplay and give the Client an unfair advantage'. I haven't influenced the gameflow in anyway, so all allegations are false. Moreover it's clear at first casino was searching for another reason covering by the so-called 'verification'. A lot of unnecessary documents and selfies was requested. Why they just not announsed they performing gameplay check? Only when they come all my documents are fine they switch to another allegations. When I was loosing about 8000 usd they never had any problems with my game play. I claim (AT LEAST) my deposits to be returned. My winnings was achieved in regular manner same way as I was loosing the bets. So I see no reason for them to call my gameplay as 'fraud'. This is clear diffamation from dishonest casino.

As for 'mathematical techniques' they also meant in their responce. Want to note that game provider announced RTP for the game based on perfect play known as 'basic strategy'. Basic strategy is a 'mathematical technique'. Forbidding players to follow basic strategy means it is unable to achieve provider's set RTP for the game. That means casino itself uses 'manipulative strategies' to gain advantage over the players above the RTP.

Thank you very much, SergeySm, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej (andrej.p@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem resolved to your satisfaction in the near future.

Dear SergeySm,

From now on I’ll be taking care of your complaint. I’ll contact the casino team to see if I can help.

I would like to invite the representatives of Betmaster Casino to join this conversation.

Dear casino team,

Please clarify the reasoning behind the forfeiture of SergeySm’s winnings. All relevant evidence can be forwarded to andrej.p@casino.guru.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good afternoon,

Could you please check the email andrej.p@casino.guru. We have already provided the proof and explanation on what clauses of the company's T&Cs were violated, which led to the account suspension.

Thank you.

Thank you, Betmaster Casino team, for providing the necessary information.

Please note that I’ve responded to your e-mail.

For now, without sharing details of this case without the casino’s consent, I’ll only mention that we do not agree with the decision to confiscate the player’s funds as we believe there are no sufficient grounds for such a penalty.

As we’re currently expecting a reply from the casino team, I’m setting the timer for seven days.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

The response with the additional evidence supporting the company's position was provided last week.

Could you please check it out and come back to us if any further information is required.

Best regards.

Thank you, Betmaster Casino team, for your cooperation.

Dear SergeySm,

The casino team provided us with sufficient evidence proving that your participation in games was in clear violation of the casino’s Terms and Conditions. Considering all relevant facts, we believe that the casino’s decision in your case was justified.

After gathering all the necessary information, we are rejecting this complaint as ‘Unjustified’.

In case you are not satisfied with our decision, I recommend submitting an official complaint to the regulatory body of the casino (Gaming Curacao), although I believe their ruling will not differ from ours. Please let me know if you decide to contact the regulatory body and/or if our assistance is needed.

Neither you nor the casino even bothered to explain what exactly I was accused of finally? How can I defend my position?

Looks like an agreement between you. Nothing is provided in the case, as in other large cases reviewed by the guru against this casino. At first, you seem to take the side of the player, and then suddenly at the last moment everything changes after a series of secret negotiations.

Such shameful decisions will never make this kind of business clean and transparent. Fraudulent casinos always have the opportunity to simply not pay the amount to the player and no one owes anything to anyone. Player immediately cut off from any access to history and other data thus have nothing in hands to proove position. 

For all the time of the game, I have never been ahead and only made deposits and won only in the last session. The total minus of the balance reached -8000usd and the final plus +2200usd - what exactly is the violation here? They could stop the game at this point but they knew if I lose more - is fine, if I win they never pay. They don't even pay back deposits. That's exactly the FRAUD! This never happens OFFLINE but a core business model of ONLINE crooks.

Explain the essence of my violation of the rules to protect my position in the licensing authority and further legal actions.

Hello,

Please be advised that your account was suspended according the following clause of the company’s T&Cs:

4.9. The Client is prohibited from using any devices such as robots or other artificial assistants, external programs or mathematical techniques or any manipulative strategies that distort normal gameplay and give the Client an unfair advantage and do not leave place for chance (especially in roulette games). Any such assistance will be considered by the Company as fraud and unfair gameplay which means that the Company has the right to to close the Client’s Account and forfeit available funds.

All the relevant proof was provided in full to the CasinoGuru specialists.

Kind regards.

Thank you, Betmaster Casino team, for the response.

Dear SergeySm,

I understand your point of view and I apologize, but without the casino’s consent, I’m not allowed to disclose further details regarding the decision of the casino in your case. I can confirm that there’s sufficient evidence proving that you have intentionally tried to gain an unfair advantage in a way that constitutes a serious violation of the casino’s Terms and Conditions.

As I mentioned earlier, if you’re not satisfied with our decision and truly believe that your complaint is justified, I recommend contacting the casino’s regulatory body (Gaming Curacao). Please let me know if you decide to do so and/or if our assistance is needed.

With that being said, due to the aforementioned reasons, we will now close this complaint as 'Rejected'.

I'm sorry we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We will try our best to help.