Betmaster Casino - Player's account has been blocked.

Good morning

I have been a Betmaster customer for years and it is not the first time that when it was time to withdraw funds they always invented something so as not to let you withdraw until you lost your patience and then returned to play and inevitably as soon as you lost your money the withdrawals were immediately available again .

but lately they had fixed some things and paid without too many problems even if with delays.

After depositing 500 euros in bitcoins and taking advantage of the Saturday casino bonus of 200 euros, I started playing between roulette and slots and I converted the bonus with the maximum sum of 2500 euros, then I continued between casino and sports until I reached the sum of 4500 euros.

So I decide to stop and withdraw my funds always with the usual method with which I deposited or bitcoin and here begins the usual story with the usual departments that you never understand how many there are and then I wonder, having so many, why they never managed to carry out withdrawals quickly.

I start asking for explanations and for these withdrawals to be issued until today they blocked my account because I would have violated the terms and conditions as not true because I am a holder of only one account and with the retention of funds.

I wrote to compliance and am still waiting for an answer

Is there a way to get the funds out?

Is there a body to contact?

You can kindly help me

Thank you

Hello Heraldhxh,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand correctly that the casino accused you of creating more than one account?

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hi Kristina

Yes, according to what the casino said I would have violated their terms and conditions of being the owner of multiple accounts which is absolutely not true.

In any case, I sent you the communications with the casino via e-mail

I am waiting for a reply

Thank you

Thank you very much Heraldhxh for your reply. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Heraldhxh,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Betmaster Casino to join the conversation and aid in the resolution of this complaint.

Betmaster Casino, can you confirm the player's account is blocked due to having multiple accounts? I would like to ask you to please forward relevant supporting evidence of this to my e-mail (adam.m@casino.guru).

Hello,

I am sincerely sorry to hear about the customer's experience, especially that he is our long-term customer.

I have requested more detailed information from the Security department on this case and will send a reply to the email adam.m@casino.guru within the next few days.

Your sincerely,

Betmaster Team

Thank you for your response Betmaster Team, I will look out for the e-mail.

Dear Heraldhxh,

I have received the proofs from the casino to be reviewed. I will update you here when I have more information for you.

Kind regards,

Adam

Dear Heraldhxh,

The casino has provided evidence that suggests your account was registered using the same device and web browser as multiple other accounts. I am still discussing this with them.

Is it possible that you or someone else has used your device to register other accounts?

You have mentioned that you have made withdrawals from the casino previously, could I also ask if you know the date of your last withdrawal?

If you are able to send me a screenshot regarding this, please forward it to my e-mail adam.m@casino.guru.

Hello Heraldhxh,

Thank you for your response via e-mail. You stated that you have referred several friends, do I understand correctly that you may have registered accounts for those friends using your device?

Hi Adam

I have just said that being also an affiliate of betmaster I have referenced several friends and I would not like there to have been any registration through my device to help but then everyone has played from their device in their own name with their own money.

I don't want this to have happened trying to figure out why the casino thinks I have more than one account.

But in any case it is difficult that it went like this as then everyone registered from the invitation link and for the various account checks.

But I repeat in any case this is not a valid reason to be able to block the account and to keep the money.

Hello Heraldhxh,

I have requested more information regarding the evidence that the casino has supplied, and I am awaiting their response. I thank you for your patience so far, as soon as I have a reply from them I will update you here.

Kind regards,

Adam

Dear Heraldhxh,

I have received further evidence from the casino and I am afraid I will no longer be able to help you with this case. There is sufficient evidence that your account is linked to multiple other accounts by numerous factors such as being accessed from the same device and browser and also by IP address.

All of these accounts have accepted bonuses that were only intended to be received once per player, and we consider this to be an unfair advantage.

Casinos have a very strict policy regarding multiple account cases. We’ll be glad to help you with any future issues, but I am afraid this battle is lost and the complaint will be rejected.

Should you wish to take the matter further, I recommend you to contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Let me know how they replied (adam.m@casino.guru). 

I wish I was of more help.

Best regards,

Adam