Betmaster Casino - Player's issue with obtained winnings.

Dear Guru,

Thank you very much for your help. I am really outraged, I won money in the most honest way possible and now they do this to me. My problem is in the screenshot. Thank you once again for everything.

Matej

Dear matejllazar,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
• Which games you’ve been playing (live casino games, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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 Petronella,

The account was opened on 07.10.2023.

I paid €227.64 for the 1st deposit and got that much more as a bonus. I couldn't use the bonus and the account dropped to €0 and the bonus was turned off. The bookmaker had a weekend payment bonus, I paid on 20.10.2023. another €150 and I got €150. I played for a few days and until the end I twisted the bonus according to the rules and the funds were transferred to the main account, about €300. I wanted to pay to a Paysafe account, all payments were made through it, they said that I can pay to Paysafe, they asked me to make a new payment from Skrill, so they will transfer the entire amount to a new wallet and I will be able to pay to Skrill. I bet while I was waiting and sent them everything they asked for, which is: Pictures of me holding my ID, picture of my ID, internet bill, all transactions from Pay safe account, all transactions from Skrill account. While I was sending it, I won €560, suddenly I couldn't log in to the account and that's where the problems start. All Sports betting. I did not cheat or try to cheat in any way. Thank you very much for your help.

Matej

Thank you, matejllazar, for the clarification. As you might know, our Forum Casino.Guru, deals with the complaints regarding online casinos only, not sports betting. However, since this issue seems to be related purely to an unsuccessful verification, we will try to help you. 

I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear matejllazar,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Betmaster Casino representative to join this conversation and participate in resolving this complaint.

Dear Betmaster Casino,

Could you please state why the player's account got blocked? Could you please provide us with the evidence?

Thank you in advance for providing the information.

Kind regards,

Stefan

Dear Stefan,

Apologies, I thought you generally dealt with such problems. Thank you very much for deciding to help anyway and I hope I get all my hard earned money in the end, but thank you no matter how it ends.

Matej Lazar

Dear Stefan,

Kindly share your email with us so we could provide the necessary evidence.

The account suspension was a result of violating our Terms and Conditions, specifically in regards to registering multiple accounts with the sole intention of exploiting the casino and acquiring bonuses.

Regards

Dear Stefan and Betmaster,

I have only one account with you and I did absolutely nothing wrong, I did not play the same events myself in another bookmaker, and especially I did not cheat in any way. Please, Stefan, help me finish this.

Matej Lazar

Dear Betmaster Casino,

You can send the evidence to my email address stefan.m@casino.guru.

Thank you very much in advance for providing the information.

Kind regards,

Stefan

Dear Stefan and Betmaster,

You can freely and publicly post all the evidence for everyone to see. I paid money, cheered at the games, rejoiced when it passed in the last minutes, saddened when it fell in the last minutes. No cheating, obtaining an illegal advantage for me, etc.

I manage to earn some money and now I live through this kind of nonsense.

Matej Lazar

Dear Betmaster,

I really don't understand why you don't just apologize, unblock the account and pay out the winnings? It is clear to you that you were wrong and that I did not gain any illegal betting advantage.

Dear Stefan,

Thank you once again for your effort and support. Please give me your opinion, would it be good for me to submit an official complaint to the regulator in charge of Betmaster?

Matej

Hello,

Kindly note that we have submitted supporting evidence to clarify the company's actions and demonstrate the player's violation.

We are awaiting your response.

Regards.

Dear Betmaster,

It's interesting how you greet Stefan with Dear Stefan, and me with hello🤣.

I really can't wait to see that evidence and what you find. I'm a player for fun, I don't make a living from betting, so I don't even think about any kind of cheating.

Dear matejllazar,

Could you state if your Paysafe account could be linked to another casino account?

I am looking forward to your response.

Kind regards,

Stefan

Dear Stefan,

Thanks for quick response.

I have a Pay safe account for payments to bookmakers/casinos. It is quite logical that if one bookmaker offers a higher rate for an event than another bookmaker, that I will pay for that event in that bookmaker. If a product exists in more than one store, I'm sure everyone will buy that product in the cheapest store. I never gave myself an advantage in the sense that I played the same event in different bookmakers/casinos, I respected all the rules and won money fairly. I have never in my life made more than one account in one bookmaker/casino. I always use my first and last name, date of birth, address.

Matej

Dear Stefan and Betmaster,

Please just double check that proof because it can only be fake, I can't believe it goes that far. It turns out that this is how Betmaster can close the account and take everyone's money because if it wasn't for you Casino Guru I would be completely powerless, I have nothing to complain about.I also demand that the evidence be posted here, you have my permission to post it publicly for all to see. They refuse to send me evidence, after several emails asking them to tell me what I did wrong, I always get a response of copied rules and that there is no discussion about it, and after that they don't answer me anymore. I also sent an official complaint to the MGA and they accepted it and referred me to ECogra to get an answer from them that betmaster.bet is not under their jurisdiction at all?!?! After a bit of research I find that Betmaster has several domains, but actually only one domain is registered and the others are not?!?! I hereby ask you, and especially Betmaster.bet, to tell me where you are registered and where I can file an official complaint about the case.

It is important to emphasize once again that I did not cheat, I did not gain any illegal benefit in any way, and my account has been blocked for so long and the worst of all is that my money has been blocked by Betmaster. I should have already paid the bills with that money.

Stefan, thank you once again for your help and the time you dedicated to me.

Dear matejllazar,

The Betmaster Casino is licensed under Gaming Curacao. It is normal approach that the MGA sends the player to e-Cogra first, and after the Alternative Dispute Resolution (ADR) is unable to solve the complaint, it is redirected to the MGA. If you want to contact the Licensing Authority, you should contact the Gaming Curacao.

We are still discussing the matter with the casino internally. Could you explain why is your phone number linked to the two-year-old Betmaster casino account?

I am looking forward to your response.

Kind regards,

Stefan

Dear Stefan,

Thank you for your engagement and quick answers.

Can you recommend me to apply officially? I will do whatever it takes because it is obvious that I am not a fraud and I did not cheat.

I'm sorry about that, I must have had an account with them a long time ago and forgot about it. Why is registration with the same phone number even allowed?

There must be nothing active on that account because I forgot I had it, so I didn't cheat or gain an advantage. The fact that I have now paid the first payment of approx. €227 for the bonus on the 1st deposit and I completely lost that deposit + bonus and did not make any profit. I won money only on the weekend bonus promotion, which is active every weekend and can be used by anyone.

I am ready to fully cooperate and provide all necessary evidence that I received everything fairly.

Dear Stefan,

I think about this situation all the time, I already counted on those money because I won them fairly and I was sure it was a mistake. There are 1000 betting shops, Bet this, Bet that, who would have thought of all that. As I wrote, I never cheat or create multiple accounts, I can't understand how it is possible that I can create 2 accounts with the same information? I guess I should have been notified immediately that the account already exists?

However, I did not cheat or gain an advantage. Even if I had some kind of payment to that 1st account, and I really don't remember it, so I don't know, it is very important to emphasize once again that on the 2nd account I did not make any profit from the bonus on the 1st payment and I lost all that money. If I were a fraud, I guess I would withdraw after that and go to another bookmaker, and I would not deposit the weekend bonus again, which has more difficult conditions than the 1st deposit bonus, and what is even more important is that it is available every weekend to everyone, it is actually a reload bonus. Given that there is certainly nothing active on the 1st account, I haven't gained any advantage or cheated for a long time, so I think I deserve to get the money I won. After all this I completely understand how people start gambling, lose money and get into trouble. I already told everyone in the family that I finally guessed something and got some money, now my money has been stolen, I'm going to put in new money to still win something, I lose that money and that's a problem. It's just not fair, apart from the verdict in my favor because I didn't cheat, I didn't have an illegal advantage, and this is probably the only bookmaker I've met that accepts multiple accounts with the same information, ie, it doesn't warn the player that this information already exists.

Dear matejllazar,

I am in contact with the casino outside of the complaint, and we are discussing the matter internally. In the meantime, feel free to file a complaint using these email addresses: compliance@gaming-curacao.com or info@gaming-curacao.com.

After losing the bonus, did you make any additional deposit? Maybe you could provide me with the bonus history or cashier history? You can send it to my email address stefan.m@casino.guru.

I am looking forward to your response.

Kind regards,

Stefan

Dear Stefan,

Thanks again for your help. I will immediately send a complaint to the email you gave me.

First I paid €227 for the first deposit bonus, I lost that money and the account dropped to 0 and the bonus was suspended. Betmaster has a bonus called weekend reload every Friday and this bonus can be used every weekend and is available to everyone. I paid €150 for that bonus and received an additional €150, during the bonus I managed to fulfill the conditions and had approx. €300 and that bonus was over, so all the funds were transferred to the main account and then I continued betting without the bonus and got approx. 560 euros. The bookmaker asked me to make a new payment via Skrill to allow me to pay out all the money to Skrill because they told me that this is the only way to pay out to Skrill, that's where I paid €10 or €20.

I am sending you the entire transaction history.

Matej

Dear Stefan,

Just to inform you that the complaint was sent and this is the content of the complaint.

Thank you for your support!

Dear Gaming Curacao,

I have a complaint against the Betmaster.bet bookmaker regarding unfair account blocking and payout of winnings.

I believe that there are a lot of irregularities in this bookmaker, so I will tell you everything.

To begin with, Betmaster refused to give me evidence and a concrete reason why my account was blocked, every inquiry I made was answered with a copy of the rules I broke and that they would not discuss it, I have the right to concrete proof, not just the rule I broke.

Betmaster started responding only after I filed a complaint on the Casino guru site, but they still haven't provided me with evidence. Betmaster replied to Casino Guru that there is a 2 year old account with my details and that is the reason for my ban.

I think that the very fact that Betmaster allows the registration of multiple accounts with the same information without warning the player is a violation of the rules, there are many bookmakers with similar names and it is quite normal for the player to get confused and then get a warning that registration with duplicate information is not possible at all and there is no problem. Considering that there was nothing active on that account for two years, I believe that I did not gain any illegal benefit and that Betmaster had no right to take my honestly earned money.

Here I will write you the course of events:

07.10.2023. I opened an account and deposited €227, I took the bonus on the 1st deposit and received another €227. Here it is VERY IMPORTANT that I lost all that money and the account dropped to €0 and the bonus on the first deposit was suspended. I'm saying this because somehow I could understand that I earned from that bonus, so I'm blocked because the player can only use that bonus once, but I didn't earn there. If Betmaster was an honest bookmaker and I got a warning for the old account I would never have paid the money, and the fact that there was no activity on that account for 2 years means that I really forgot about it.

20.10.2023. I saw that Betmaster has a reload bonus called the weekend bonus which is available every Friday and anyone can use it, this is also VERY IMPORTANT because the reload bonus is available to everyone every Friday. This proves that I did not have an advantage because I was using a newly created account. I deposited €150 and received another €150, this time I managed to fulfill the bonus conditions and a total of around €300 was transferred to my main account. I continued to bet without the bonus and won around €560. Another bad practice by Betmaster is that they asked me to make a new payment through my Skrill account so they could pay me to Skrill.My account was suddenly blocked without any notification.

Due to a lot of security failures on the part of Betmaster, due to the fact that I did not gain even the slightest illegal advantage in betting, I consider and ask you to consider my appeal and allow me to pay out the honestly won amount. It's unfortunate that if I hadn't contacted Casino Guru I wouldn't have found out, nor did Betmaster offer me the opportunity to complain to you, nor did they give me concrete evidence, which is even worse.

Dear matejllazar,

Thank you for your response and the information provided.

Dear Betmaster Casino,

Could you provide me with the documents I have requested in the email address? We cannot investigate further without supporting evidence.

Thank you very much in advance for providing the information.

Kind regards,

Stefan

Hi there,

We believe our team has responded to you.

Would you mind checking and getting back to us, please?

Best regards.

Dear Betmaster Casino,

I have responded to the email and I am awaiting their response.

Kind regards,

Stefan

Dear Stefan and Betmaster,

Just a notification that an official complaint was sent to Gaming Curacao today and that's it.

I've been agonizing and stressing about this for over a month and with so much proof that I'm honest and haven't made even 0.1% illegal advantage, you still treat the player so coldly and disrespectfully, I've never had a problem with the dice, but after all this stress I lost money I shouldn't have lost, betting for fun turned into betting to get back the money you stole from me and I just got myself into unnecessary trouble, I wish we had resolved it fairly, so that the other players would see that you honest bookmaker, sure would have more players, but oh well. We are waiting for the response from the authorities and we will see, you certainly did not have the right to ignore my requests for concrete evidence of the violation, you certainly do not have an unlimited time to respond to the complaint, as you answered the question within which you must respond, because that would mean that you can and not to answer the complaint, it's certainly not right that you allow logins with the same details without warning, I'm just curious how player self-exclusion works when even after that the player can create a new account with the same details.

Many thanks, Stefan, for standing behind me, for taking the time and being on the side of justice. It just can't be the same punishment for me who had a two year old account with no activity and no benefits as someone who creates accounts and intentionally cheats.

Dear Stefan and Betmaster,

I would just point out Betmaster's response on the forum where they tell you why they took my winnings. Betmaster replied that the reason was the opening of multiple accounts for the purpose of cheating on the bonus.

I would like Betmaster to answer me why after I lost my first deposit and the first deposit bonus I re-deposited to a bonus that is always available and is available to everyone? How can it be cheating and gaining an advantage? I guess I would then open a new account and use the first deposit bonus again? If I'm a fraud as you claim...

Matej

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. 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 Betmaster Casino,

I have responded to your email. Could you also give us a statement here?

Thank you very much in advance.

Dear Stefan and Betmaster,

Finally, this is coming to an end. I hope that in the end Betmaster acted honestly and changed the decision because it cannot be the same punishment for me who had a forgotten account, bet honestly and did not benefit from that account and for someone who opens multiple accounts, uses accounts to cheat and make illegal benefit.

Matej

As you might know, our forum deals with complaints about online casinos only, and your case is regarding solely sports betting. I understand it must be frustrating for you, but unfortunately, we don’t have enough insight to take on this kind of issue. I can continue in communication with the casino on your behalf and try to get more information, but at the same time, I’m forced to reject your complaint.

I suggest you submit your complaint to one of these two websites that deal with sports betting-related complaints – https://www.osga.com/ or https://www.sportsbookreview.com/sportsbook-complaint/.

Thank you very much for your understanding.

Kindest regards,

Stefan, Casino.Guru