The player from Germany has been blocked. The casino claims they opened multiple accounts. The casino provided evidence of the multiple accounts but the complaint was regarding sports betting only. As we do not have a branch dealing with sports betting yet the complaint was rejected.
Betmaster Casino - Player's account has been blocked.
Amount: €2,384
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
Other
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hello,
I played the Wednesday promotion at betmaster and won!
Then I tried to withdraw my winnings. The payout was initially rejected on the grounds that extended verification was necessary. I was then asked to submit all sorts of documents and pictures to confirm my identity.
I always did this as quickly as possible. After about a month of waiting, my account was blocked.
Allegedly due to multiple accounts.
This is an insolence. I definitely only have one account with Betmaster and only accessed the site from a few devices! Therefore, there can be no reasonable explanation as to why I am not allowed to withdraw my winnings and my account has been blocked.
I would be very happy if the Casino Guru team supports me in this matter and if this error can be cleared up quickly.
Thanks very much
Kind regards
Automatic translation:
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2 years ago
Dear Henrikbm,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the T&Cs and I found this:
„1.4. 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"
Is there any chance, that someone from your household or using the same IP address has also created an account at this casino?
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.
Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Translation
Hello Kristina,
First of all, thank you for looking into my case.
With my IP no one can have legally registered with betmaster. Nobody from my household has registered there either. The only possibility would be that someone else from the apartment building I live in signed up, which is also unlikely. From my point of view it is therefore not possible that there is evidence of multiple accounts from me or my IP.
many thanks for the help
Kind regards
Henrik
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2 years ago
Thank you very much for your reply, Henrikbm. Could you please advise whether you accumulated your winnings with or without an active bonus? Also, do I understand correctly that you have not received any confirmation regarding successful verification before the casino blocked you?
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2 years ago
Translation
Hello Kristina,
I made my winnings with a bonus. I have completed this bonus. After that I wanted to cash out my winnings.
Before I started playing, I already fully and successfully verified myself with betmaster. When asked why my payout was canceled, I was asked for further verification and I have followed this please. I am also willing to verify myself personally in the form of a phone call or zoom meeting.
Thanks very much
Kind regards
Henrik
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2 years ago
Thank you very much Henrikbm for your cooperation so far. 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.
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2 years ago
Hello Henrikbm,
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 to aid in the resolution of this complaint.
Dear Betmaster Casino,
The player has had their account closed due to having multiple accounts. Could you please respond and provide us with some evidence of this? It can be posted here or forwarded to my e-mail address, adam.m@casino.guru.
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2 years ago
We would like to ask Betmaster 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, the complaint will become ‘unresolved’ which may negatively affect its rating.
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2 years ago
Hello Henrikbm,
I have made contact with the casino via Skype and I am awaiting a further response. I will extend the timer once more to allow for this and will update you here when I receive more information.
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2 years ago
Hello,
We apologise for the late response.
Unfortunately, the customer violated our company's T&Cs and registered more than one account in the system that is not allowed by the company's rules. At the moment the payment team is examining the ways on how to return the deposited funds to the customer. However, the winnings will be withheld.
We will provide the proof of multiple registration by email adam.m@casino.guru.
We apologise for any inconvenience caused.
Kind regards.
BM Team
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2 years ago
Hello Betmaster Casino,
Thank you for your response, I will wait for your e-mail.
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2 years ago
Hello Henrikbm,
The casino has provided evidence that you have more than one account linked to you by browser, device, and IP address. Can you think of some reason you may have opened more than one account on the same day?
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2 years ago
Translation
Hello,
I really can't explain how this happened.
As far as I know I only created one account and definitely only played on one.
This could at most be an accident or a mistake, but I can't really imagine this...
I definitely only played on one account.
Could you show me which account it is if it was supposedly registered by my device?
this seems very odd to me.
I hope to see the evidence and clear up the situation.
Automatic translation:
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2 years ago
Dear Henrikbm,
This matter is still being discussed via e-mail and I am currently awaiting further information from the casino.
I will therefore extend the timer.
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2 years ago
Dear Henrikbm,
The casino has provided evidence that you have registered multiple accounts. However, it has come to light that your account has only been used for sports betting. Unfortunately, we don't have a branch dealing with sports betting yet, but I can suggest three websites that do:
https://www.bookmakers.bet/submit-a-complaint/
https://www.top100bookmakers.com/contact-us/
https://www.sportsbookreview.com/sportsbook-complaint/
Please understand that we wouldn't be able to advise you correctly as we do not have enough insight into sports betting and so this complaint will be rejected.
I’m truly sorry I couldn’t be of more help.
Kind regards,
Adam
