Betmaster Casino - Player's account has been blocked and funds withheld.

For days, I've been trying to withdraw my money from this casino, but it's always the same story that their system is having issues and they promise to resolve it but they keep creating difficulties. Both my husband and I have an account at the casino. My husband experienced the same problem before I even opened my account, he even made a complaint here. Yet, I liked the platform and they eventually paid out after a long time, so I opened an account there. Now they claim that we have multiple accounts and a couple can't have an account on the same casino. Furthermore, I have screenshots evidencing that they've been stalling both me and my husband when it comes to paying out. It's always the same story that the system is having problems. Now they have banned us and held back my money that was there. Avoid this casino.

Dear Jaciel,

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

I have checked the casino’s Terms and Conditions and this is what I found:

13. If a Player attempts to open or has opened more than one account per Website, all accounts may be blocked or closed. Only one account for each household, device, IP address, financial instrument is allowed. Company may perform additional security checks in order to detect multiple accounts.

Do I understand correctly that your husband was the first person in your household who opened an account in the casino? Can you please advise if he successfully passed the KYC verification?

Could you please tell me if you both use separate devices when playing in the casino?

Do you both use separate payment methods to deposit?

Have you or your husband used any bonuses in the casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika 

1 I don't know how much kyc verification I don't understand .2 I used his cell phone din because as he already had a website on his cell phone it is a casino account I used it .3 we used the bonus sim 4we used separate payment and withdrawal methods ..but this one casino my exposo as I mentioned above it was a struggle to receive even made a complaint aki.... always came with the same story their payment system are having problems. with me it was the same thing of so much I need them to pay me they played this one to block us and claim this and withhold 1200 reais from my prize ... my husband had to come here for them to pay and the same thing with me

It was the worst experience I've had and I haven't received it yet. My husband and I had a suspected fraud account

Forgot to mention all our accounts have been verified documents sent. I even entered the chat several times to ask if everything was okay and everyone said that I was alone when I mentioned I was going to file a complaint they did not let me or my husband log in and they were left with a value of 1200 .. I have a print of the conversation if you need it .. you wins a prize and receives this .. as I could see several reports of people with problems receiving this casino

Do I understand correctly that you and your husband used the same device?

Yes .. I even do that because my cell phone is exclusive to work and as I mentioned above the payment is the withdrawal and in different accounts and the account was verified I duly went to the chat to ask if it was ok everyone said it was .. even when I won they started to messing around saying that the system was out of order when I needed to go make a complaint they withheld my money and banned me and my husband

I'm sorry but since both of you use the same device, we are unable to help you. It would be impossible to prove that it's not just one person playing in both accounts. Due to this reason, your complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.