The player from Portugal had his bonus winnings cancelled without further explanation. We rejected the complaint because the player didn't respond to our messages and questions.
Betmaster Casino - Player’s bonus winnings have been cancelled.
Amount: €254.74
Betmaster Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 years ago
Public
Public
4 years ago
Translation
Good afternoon,
I deposited € 150 last week and I was automatically credited with € 150 in a bonus account. Of MY 150 €, I went on betting and all bets won went to the bonus account.
Now the € 150 was charged by the user, in this case me, and the profits from that profit should be the user's.
When I questioned the support, I was told that I would have to bet € 1500 in order to unlock the € 150 bonus, and if I did not make the credits from the bonus account they would be withdrawn. So far so good. because he was either rolling over € 150 or not being entitled to bonus funds.
So I went to bet MY money and all the profit, including MY 150 € went to the bonus account. From MY 150 € I made a profit of € 254.74, which would make me have MY € 304.74 on my side, not from Betmaster!
Today, the day that the bonus conditions expired, to my amazement I see that all MY money and MY profits were withdrawn as well as the bonus credit (the latter, yes, well withdrawn)
Briefly I request that MY money and MY profits be returned to me, because that money is not part of any bonus, but is mine, deposited by me, from an account of mine and mine belonging to me!
Automatic translation:
Public
Public
4 years ago
Dear Daniel,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the casino website, and this is what I found https://betmaster.io/en/offers/a055/policy:
"100% up to $160 first deposit bonus on Sports T&Cs
Once a player receives the bonus, in order to withdraw winnings from this bonus, he/she must wager the bonus 10 times."
Do I understand correctly that this complaint is sports betting related?
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
