Betmaster Casino - Player’s criticizing Responsible Gaming practices.

Dear Vaibhav,

Thank you very much for submitting your complaint and forwarding all the relevant screenshots. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving this issue, but, before we do so, could you please advise if you have requested a self-exclusion or account closure? What was the reason?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi

I requested self exclusion permanently for all the accounts because of gambling issues. But Not yet for +17052309906

Because want to make sure you are able to see issues and in this account I lost 4000CAD.

This only casino who sef exclude on login information instead of personal information.

I have lost total of 25000k with multiple accounts.

Regards

Thank you very much, Vaibhav, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Vaibhav.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hi did anyone from casino responded?

Hello,

Thank you for your request.

Please be advised that I have checked all the emails and phone numbers that you mentioned above and indeed I've found that you registered more than one account in our system using different logins.

I would like to draw your attention that by creating new accounts with different emails and phone numbers you violate the company's T&Cs, which say that users are allowed to have only one account.

I also see that all of your accounts were immediately blocked upon your request. I've also requested to block account +17052309906.

Please be kindly advised that we do not collect customer's personal data like name, address or DOB. I assume that you checked our registration flow and T&Cs before signing up. So it was your decision to agree to this registration flow and you know that every time you created a new account, you breached casino's rules. As you probably know no casino allows having more than one account, but you created more and more emails and phone numbers to abuse our system. Unfortunately, we can't be responsible for your actions in this case and draw your attention that if any new account will be discovered, it will be blocked and funds forfeited.

Anyway, I have forwarded your feedback related to the registration flow to the corresponding department for further consideration.

Kind regards,

I understand that its t&c but its also a registration flaw that one can open account with same personal info not sure if it’s intentional. If a person have gambling issue what is purpose of self exclusion most of casino use personal info

Dear Betmaster Casino team.

Thank you very much for your cooperation in this case. Please, could you confirm that Vaibhav used in all of his accounts the same personal information (correct personal information) just different email addresses, usernames and phone numbers?

Although it is obvious that the player tried to overcome your system, it may also be a clear sign of the gambling problem. Generally, it shows a gap in your responsible gambling, since there are many players who can be self-excluded in your casino but after a few years, they may have changed their phone number and email address.

Hello,

Thank you for your comments.

As I have already mentioned, we don't collect such data, so we don't see any personal information about the customer. However, the payment methods used are different (crypto wallet and credit cards).

Also, I forwarded this feedback about the registration flow to the corresponding department for further consideration and I am sure necessary measures will be taken in the near future.

However I would like to point out that since it's clearly stated in the T&C's that every player can open only one account, therefore by creating a second account with a different login customer is intentionally circumventing our player protection services. 

Please kindly note that every player has access to the tool to set personal limits or self-exclusion. They can also email the Support team at responsible@betmaster.com to permanently block an account or can write directly in the Live chat, and the account will be immediately blocked upon receiving a respective request.

Also, there are links provided on the website where everyone can seek additional help and support from trusted and independent bodies. Moreover, the player can install and use different tools that are publicly available to stop gambling. I highly recommend that the customer to get familiar with those in order to avoid such a situation with any casino in the future.

Kind regards,

Dear Betmaster Casino team.

Thank you very much for your cooperation in this case. Although we fully respect your T&Cs, we believe your protection of self-excluded players is insufficient. Since the player registered with valid personal information just different email address and phone number, it is clear that his warnings are relevant and should not be misheard. I am convinced that you will agree with me that it is very common to change the email address or phone number (or at least having multiple ones), but for example, full name and birthdate are much more relevant aspects (used in most of the casinos). I believe this case is a good reason for improving your system to avoid much more serious cases in the terms of responsible gambling.

Please, could you reevaluate your position or is this your final decision?

I would also like to mention this is intentional flaw in your system and looking for refund and also I would like to move to gaming authority if Casino Guru recommends this.

Hello,

Thank you very much for your comments. As I have mentioned before, I have already forwarded all feedback to the relevant department and they will definitely examine the case in more detail and improve the logic if possible in the near future.

To be honest, I personally have only one private email and phone number, why should I register more, for which reasons? The only thing that comes to my mind some fraudulent intentions. According to the customer’s words, he has 3 different emails and 2 phone numbers that were revealed to us in the communication above, but there may be much more.

Following this logic, every fraud can be justified by the imperfections of the system but not the user’s malicious intentions. So every fraudster creating multiples accounts for bonus hunting and abusing bonuses can refer to our Responsible Gambling policy and incorrect registration flow :) How should we understand what is the difference between them?

I perfectly understand the customer’s frustration, but the customer’s balance of all accounts is 0, we can’t reimburse the funds that were used in our services and in accordance with the T&Cs. Unfortunately, we can’t be responsible for customer’s actions and to refund those who violated our rules with unclear intentions. The Responsible Gambling feature is available for everyone. Also, sadly that it comes to the complaint and such discussion only when someones looses and not wins.

Best regards,

Dear Betmaster Casino team.

Please, is there any feedback from the relevant department you have mentioned or is this your final decision?

I have 5 personal emails, 5 work emails, 2 phone numbers and it was not created for fraud intention. And, changing is even much more common, because of lost passwords, lost phones etc.

Detection of multiple accounts with bonus abuse is an entirely different topic. But, since you have mentioned it, this case can also help you with these types of issues. Since the bonus hunter from your example would not be allowed to create an account with the same personal information by your system or your Casino Team would be notified that there are two accounts with same names, addresses and birthdates (in cases like these casino runs verification process).

Hi Jozef,

Oh dear 🙂 I would get lost in all those 😀

I perfectly understand your point of view, that's why I escalated the request to the responsible team for further action to be taken. As you understand the change of registration flow can't be executed within one or two weeks since it requires new development of the registration flow and its implementation that should consider and comply with many factors. So it will definitely take some time.

Hello there.

After evaluating all the facts, we have come to the conclusion, since the player intentionally broke T&Cs by registering duplicate accounts, we believe that the Betmaster Casino isn't obligated to refund deposits.

However, we also believe that the way casino handle self-exclusion check is not the best practice. Therefore, we will close the case as unresolved and give the casino a small number of black points that will still have a negative impact on the rating. We also strongly suggest the casino to improve the practice in the future and check the full name and date of birth, (not only e-mail and phone number).

Dear Vaibhav.

Please be aware that if you do not agree with our decision, another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Let me know if you have any questions or require further assistance. 

Best regards, Jozef

Casino.Guru

jozef.k@casino.guru