Betmaster Casino - Player’s requesting refund of his deposits.

i made several deposits and lost because they did not offer live tables the time i play so i send them an email on 23 april to close my account .at 3 f mei i was still able to deposit and play .after sending email for reason the respond they did not recieve the email about account closure and claim that this should be done at the live chat the terms confirm something else i want my deposit back after the 23 april fair enough.i have the email as proof but they refuse.besides they are on a scam list for curacao casinos.

Dear Halil,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found:

https://betmaster.io/agreement?lang=en

"Self-exclusion request may be send to our support service in the Chat. To

send a message in the support Chat, Client should enter to his/her

account, select HELP DESK from the menu and send a message.

Closing or restriction of the Client Account will be performed within 24

hours from the related request being made. Refunds unused balance of

funds of the Client are subject to the rules set out in section 5 of these

Terms and Conditions. During the self-exclusion period the Client cannot

made new Transactions and made payments. Transactions made before

the self-exclusion will be considered valid before the Event to which

Transactions have been placed."

Could you please forward me a screenshot of your request and receipts of the transactions made after the request? My email address is 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

i have sent an email with the requested .thanks.

Dear Halil,

Thank you very much for forwarding the relevant screenshots. Have you ever received any answer from the casino regarding your request to close the account? Thank you.

no ,no single respond but they are good at sending promotiona.

Thank you very much Halil for providing all the necessary information. I will now transfer your complaint to my colleague Matej 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 Halil.

Thanks for all the evidence. From one of the screenshot is it clear that you asked for account closure and not self-exclusion. I would like to mention that account closure is not equal to self-exclusion. Usually, casino confirms that they closed the account. Did you receive something like that?

hi Matej,no, no response but even if it is acount closure should it not been closed in 10 days.didyou also read about the withdrawals that should be only requested after 24 hours after deposit and the verification that can take 14 days in the terms.

Halil your previous complaint brought me an idea to write an article about self-exclusion and how responsible gambling work in praxis. The article is not ready yet, but I was able to collect lots of data.

So let me explain:

Some casinos use lots of tools for responsible gambling, and I would not mention them here. What player can do if he is unhappy in the casino:

Close the account or self-exclude himself, that's the two basic choices.

Closing an account is simple and has almost none impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If the player successfully makes a self-exclusion the casino agree not to open this account or if yes only under particular circumstances. (after cooling off period and this cannot be done for players whos are addicted/with gambling problem)

In the case of self-exclusion, if casino failed in this, the player may ask for a refund.

In your case, you ask the casino to close your account. They didn't, and I don't know why - you were not very polite in the email, but this doesn't matter. Important is that even if they did close your account, you would be able to reopen the account anytime and deposit. There was no obligation from the casino side to prevent you from this.

So, in this case, you have no right to refund. You can complain about bad customer support - we can add this to the review (after testing) but no refund, I am very sorry.

what is the point offering an option to close account if the casino dont close it.you mention in case i closed the acount and i can open it again and play should not the casino close it first?in malta casinos i closed so many in a minute some do it for a long period and some do it for fea month and where you must request opening acount first before this playing is not possible .

You are missing the point here. Your complaint is: I want a refund because the casino didn't close my account. And it should be: Casino didn't close my account.

We have complaints where players are demanding the account closure.

My point here is:

Yes, you have right, the casino failed to close your account, but no you have no right for the refund.

If you still want your account close, we can contact the casino and ask to do it. (and we will investigate why they didn't do it in the first place) but you can't ask them for refund - that does not make any sense.

Imagine: You have an e-shop, and I am your customer. I buy something and write feedback that the thing what I bought is not exactly what I wanted and ask you to close my account. (but you are busy and won't do it - I don't know COVID-19 is now a good excuse) So after a month, I check that my account is still active and it is. So I order something again and when this thing would be delivered I will accuse you from fraud and will be demanding the returning of the money - but I refuse to send the thing what I bought. As a reason, I will use that I asked you for account closure before. 

So will you give me the money back? Even when I refuse to send back the product what I bought?

(or imagine that your product is a cake and I ate it)

I guess no. And that's it. That is your case. You can complain that the casino failed to close your account - and we can help you to force the casino to close it. (but you will be still able to open it anytime)

the acount is closed.i closed it after the last deposit.

Then I am afraid that I must reject your complaint. As I wrote before, casino failed to close your account, but you have not right for refund.

I am sorry for the negative answer.

I am closing the complaint as "rejected". The reasons are explained above.