The player from Italy had his account blocked and winnings confiscated due to suspicion of unfair gambling. We rejected this complaint as it was sports betting related.
Betmaster Casino - Player’s account has been permanently blocked.
Amount: €2,220
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
3 years ago
Public
Public
3 years ago
Translation
I deposited to receive the 100% bonus up to 500 euros on sports that betmaster makes available to all customers every Saturday. I have also deposited, played and lost in the past. This time I won about 4,000 euros which was rightly reduced to 2,220 euros because the terms of this bonus provide for a maximum win of 5 times the bonus amount plus the deposit. So there were 2,220 euros of winnings recognized by the bookmaker, which was no longer a bonus. At this point I try to withdraw on ecopayz (method used to deposit), but the withdrawals are rejected and in live chat they tell me to withdraw with cryptocurrency. Then I go with the cryptocurrency, they tell me to wait to enter the latter as a withdrawal method and in the meantime they begin to ask for various documents to validate the account. I send everything that is requested of me regularly and after twenty days of continuous requests for documentation, which I have always fulfilled regularly, this email arrives:
"Hi, your account has been blocked due to suspicion of unfair gambling.
The decision was made by the security department after a thorough investigation, which includes an analysis of the gaming activity on the account.
The result of the investigation revealed a dishonest game that led to the permanent blocking of the account and the holding of funds on it.
The service department has no right to comment on such safety department decisions.
4.23.6.1. The Company has the right, in its sole discretion, to disqualify any Client who has committed fraud or falsified or attempted to falsify the entry process or the progress of any Promotion, or has violated this Agreement, the Promotional Terms and / or the Specific Terms, or who may, in the opinion of the Company, damage the reputation and brand of the Company or the reputation of any company in the group. "
I have always respected the bonus rules by always playing in the sports section and always betting with the minimum odds indicated by the bonus, that is 1.80.
I thank you for your attention and for your help.
Automatic translation:
Public
Public
3 years ago
Dear Andrea,
Thank you very much for submitting your complaint. As you might know, our forum Casino.Guru, deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to a sports betting. I can contact the casino on your behalf and try to get some more information, but at the same time, I will be forced to reject your complaint. If it is convenient for you, we can continue our communication through emails. My email address is petronela.k@casino.guru. Please let me know how you would like to proceed.
Thank you very much for your understanding.
Best regards,
Petronela
Public
Public
3 years ago
Dear Andrea,
We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.
Public
Public
3 years ago
Thank you very much, Andrea, for your email. Since you have confirmed that the issue is purely related to sports betting, I’m afraid we won’t be able to help you.
I’m truly sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. As I mentioned earlier, since we don’t have a branch dealing with sports betting yet and enough insight to take on this kind of dispute or judge it appropriately, we are forced to reject your complaint at the end. I really wish I were of more help.
I contacted the casino requesting more information and will continue our communication via emails.
