Betmaster Casino - Player’s attempts to self-exclude himself have been overlooked.

Guten Tag

Trotz Information an bet Master über meine Spielsucht hat das Casino weitere Einzahlungen und ein weiteres Konto akzeptiert. Das casino hat mich gebeten sie zu kontaktieren aber auf mehrere Nachrichten gab es keine Antwort.

REINVENT Ignoriert den Spielerschutz und macht Profit mit Spielsüchtigen. Bitte unterstützt mich doch bei der Anfrage der Rückerstattung.

Danke

Dear Basel999,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward all the emails or screenshots showing that you have sent requests for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?

I have checked the general terms and conditions on the website, and this is what I found https://betmaster.io/en/responsible-gambling:

„Self-exclusion by request

You may also contact our Support Team at responsible@betmaster.com and inform us about your decision to stop gambling at the website for a certain period of time or permanently. We will take all measures to block your access to your user account and make sure that you receive no promotional materials. You can contact us at any time of day or night and one of our specialists will guide you through the process. Please kindly note that it may take up to 48 hours to fulfill your self-exclusion requests."

Is responsible@betmaster.com the email address where your requests have been sent?

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

Best regards,

Petronela

Dear Basel999,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.