Betmaster Casino - Player's account was blocked.

I played in this project for several days, when trying to withdraw, they asked me to go through the verification procedure, I passed, they asked for a lot of additional documents, I provided them, a few days later the answer came that my account was blocked, all funds were confiscated and they refuse to comment on it. I want to clarify that I registered at this casino for the first time in my life, I did not use any bonuses, I did not break any rules, help me deal with this problem

Dear fanatkisha,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betmaster Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• How did you learn about your account being blocked?
• What games did you play to accumulate your balance in the casino? (slots, live games, multiplayer)

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

Best regards,

Tomas

Когда я задал вопрос почему я не могу войти в аккаунт оператор ответил что мой аккаунт заблокирован так они нашли другую учётную запись, но это невозможно, я точно знаю что впервые в жизни проходил там регистрацию.

Играл в основном в провайдер pragmatic, немного делал ставок на спорт, но основной выигрыш непосредственно в слотах

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Нет, среди моей семьи никто не играет в азартные игры, никто не мог этого сделать, и я ведь проходил не стандартную процедуру верификации, я предоставлял большое количество дополнительных документов, непонятно для чего тогда это всё делалось. Я точно знаю что не нарушил ни одного правила и полностью выполнил все требования данного проекта

Что касается IP адреса, единственное объяснение, но это практически невозможно, телефон и нотбук я покупал не новые , а подержанные, если только старый владелец каким то образом мог также играть в этом казино, но оба устройства отформатированы я не мог знать об этом

Before we contact the casino, please forward all relevant communication with the casino to my email at tomas@casino.guru

I'll await your reply.

Я отправил вам на почту что вы просили

Thank you very much, fanatkisha, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, fanatkisha,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Betmaster Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Betmaster Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? Why has the player's account been blocked/closed and the winnings confiscated? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

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

Dear CasinoGuru Team,

The supporting proof was sent to the email branislav.b@casino.guru.

Please kindly check it out.

Regards.

Thank you, Betmaster Casino team, for your email and the data provided. Could you please look at my last email regarding this case and provide me with additional information?

Dear fanatkisha,

After reviewing the gathered data and evidence, allow me to please ask you a few questions.

Can you please confirm you mainly played sports betting in Betmaster Casino, and that you played the casino section for a while only during the KYC process? Can you also explain how is it possible another account was registered in the casino with the email address that contains your personal details, and that this linked account made bets on the same sportsbook events as you? What was the purpose of playing in this way, please?

Did you use any bonuses on your account? If yes, what bonuses did you use, please?

In addition, please note there are more connections between the accounts in question, however, for understandable reasons, the details will not be disclosed.

Looking forward to hearing from you.

Dear fanatkisha,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Большую часть времени я играл именно в казино и основной выигрыш именно в казино, зарегистрировать именно почту с такой фамилией и именем мог абсолютно кто угодно, именно я зарегистрирован там впервые и это моя единственная учётная запись, разве на каких то других аккаунах были предоставлены мои документы? Я уверен что нет.

Бонусов абсолютно никаких я не использовал.

Для чего было куча дополнительных проверок? Если бы была не первая учётная запись это сразу бы стало ясно, у меня же просили большое количество разных фото, которые я предоставил. Могу ещё раз заверить что непосредственно я впервые зарегистрировался и играл в этом казино, нет никакой логике создавать другие счета ведь я даже не использовал как я уже говорил абсолютно никакие бонусы или другие привилегии

Dear fanatkisha,

I assume you are aware of the fact that it is irrelevant if your documents were uploaded to other accounts or not. And it is the same for bonuses - in this case, it is not important whether you used them or not. Regarding personal data in someone else's email/account - although it could be used by anyone, it is very unlikely that the same "anyone" would have played in the same casino, bet on the same events, and even used the same source of funds for deposits.

Therefore, after gathering all the necessary information and in the given circumstances, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - reasonable grounds to believe we are talking about multiple accounts used by 1 person, while it is clear that the allegations relate to sports betting play.

As you might know, our forum deals with complaints about online casinos only, and we do not have enough insight to take on this kind of issue.

I am 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 are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by or one of the websites that deal with sports betting-related complaints. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, Betmaster Casino team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru