The player from Greece was experiencing difficulties withdrawing their winnings due to ongoing verification. The player's account was then blocked because he had multiple accounts. The casino provided evidence showing the player had a second account, but there was no evidence to suggest that the player had gained an unfair advantage from this. Therefore, in accordance with our fair gambling codex, we believe the player should not be penalized in this case. The casino wished to maintain its position, and as a mutual resolution could not be reached the complaint was closed as 'unresolved'. The casino requested that the complaint be reopened, and stated that after additional discussion of the case the decision had been made to pay the player their winnings. We asked the player to confirm that the matter had been resolved, but as there was no further response from them the complaint was rejected.
Betmaster Casino - Player’s struggling to complete account verification.
Amount: €3,500
Betmaster Casino
Safety Index:HighPlayer stopped responding
REJECTED
Case summary
First I open an account at Betmaster casino I make an identification which they normally accept and I start using the casino normally, ie I make deposits / withdrawals until one day they cancel a withdrawal of € 300 I send to support day Friday they tell me we have to wait for Monday which is a working day and contact the relevant department. I continued to play and reached the amount of € 3,500. on Monday they ask me for other identification documents and I send them and they tell me in 5 days at the most it will be done. I often communicate but I did not get an answer, they kept sending me the same message that they do not know and are waiting for an answer. After 10 days I still do not have any information.
Dear kostastzellis,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Have you been informed what specifically seems to be a problem in verifying your account? Which games you were playing, please?
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
Mr. Patronella,
I should add that today they sent me that they accuse me of opening many accounts and do not allow me to log in. But to mention that in this account I have already made moves, ie deposits and withdrawals. And I ask how it is if I have the same phone number and the same email, how did they let me open another account and let me legally use their casino? I have done their automatic verification normally, I have sent the extra documents with my selfie to keep cards and IDs! As I have seen in the forum a teammate had the same problem as me.
To answer your question I played in slots and live casino specifically black jack!
You are the only ones who can help me.
Thank you, kostastzellis, for your reply. We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Have you accumulated your winnings with or without an active bonus?
Mr. Patronella
I do not know if anyone steals my Ip, also no one from my family uses platforms for online gaming in addition I asked them and they gave me a negative answer. The only thing I think about what may have happened is that the cell phone I play has a double-sim, ie I have 2 phone numbers in my name. I used the Betmaster platform a long time ago, but this company does not have a complicated registration system, all you have to do is put your phone in, they send you a one-time password, you put it in and it connects directly. They never send you a confirmation email that you have opened an account so if you have ever logged in before you can not know what number you have logged in with. I play in many casinos I can not remember what I used and where if there is no confirmation email. And you have the ability to use their games directly.
So I do not know if there was any confusion. But this time I entered normally, I did the automatic verification, they accepted it and I started playing, I made normal deposits and withdrawals, I did not face any problem. To answer your question no I have never used any bonuses and I have accumulated my winnings with my own net money. I have never asked for a bonus and as you know you do in slots and online casino there is no way to steal the casino. As you know when someone opens multiple accounts it is to ask for bonuses and free spins I have never asked for such a thing.
I never had the need to cheat the casino I entered legally and they let me play.
I hope we get some edge because it is a pity from a confusion that I can not use the casino and thus lose my money!
Could you please advise if you have successfully passed the account verification in the past?
I can not know almost half a year ago what I had done. But in the account I use I have definitely done and I have attached the approval files to you. I do not even know if there is confusion and I have used 2 different numbers. I'm using an account.
Thank you very much, kostastzellis, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) 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 kostastzellis,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Betmaster Casino to join the conversation and participate in the resolution of this complaint.
Dear Betmaster Casino,
Can you please provide further information regarding the player having multiple accounts?
Kind regards,
Adam
Hello,
Thank you for the request.
Unfortunately, multiple accounts registered by the customer were detected, therefore all accounts were blocked according to the T&Cs of the company.
Dear Adam, we will send the relevant proof to your email address.
Kind regards,
BM
Dear Mr. Adam and respected Betmaster I never intended to open multiple accounts but since on your platform all you need to do is enter your phone number and log in normally without sending a confirmation email that an account has been opened then this is it your own issue and it is very likely that something went wrong. From the moment you let me make withdrawals and deposits normally. You accepted the identification normally. You should have notified me of this error before you let me use your platform. I had an account in my mind I never intended to cheat the casino a warm request to find an end because what is being done is unfair.
I'm trying to find documents when I wrote in this casino .. I can not find because they never send me confirmation that I have never successfully written in my email or on my phone.
Registering them is extremely simple: just click sign up and just enter your phone and that's it.
After that you do not receive any confirmation like '' welcome and thank you for registering at our casino ''
Also, to connect is the same situation.
I can not remember if I had registered in the past (for example 5 months ago) because I had no confirmation .. I am afraid that if something happens by mistake is that I wrote months ago and could not remember, so I may accidentally sign up again ..
If you do not have any reports that you have already registered it is perfectly natural to forget it after months ... I personally play in many casinos.
they successfully accept my first withdrawal of 400 euros .. I continue in deposits of 100 € 200 € 300 € I make withdrawals they accept them normally and after this problem!
I can not be sure that I accidentally tried to register a second time, but the fact is that I did not do it for any purpose and if I did it was because they never confirm my registration and never use any filter like other companies use to remind players that this account already exists ...
I can claim that this company with this registration system is very easy to confuse and trap the players and when they win they refuse to pay, if we do not get along then I will inform my lawyer to offend the company.
Hello kostastzellis,
I have received proof from the casino that you do indeed seem to have more than one account. However, I have requested further information and I am awaiting a reply. I will update here accordingly.
Kind regards,
Adam
Hello kostastzellis,
As this matter is still being discussed with the casino via e-mail, I will again extend the timer.
In the meantime, could I ask you to provide me with the telephone number that you use to log in to your account, please? You can send it directly to my e-mail, adam.m@casino.guru.
Kind regards,
Adam
Hello kostastzellis,
I am still awaiting further information from the casino, I will extend the timer to allow for this.
In the meantime, please let me know of any developments.
Kind regards,
Adam
Good evening Mr. Adam
I have no updates, my account is still blocked so I can't send you further details based on my movements. I can find bank transactions if you want that I have done based on my account
Hello kostastzellis,
I have received further evidence from the casino that seems to show that both accounts have been logged into by you recently. Could I please enquire if you have used the second account?
Kind regards,
Adam
Good evening Mr. Adam
To answer your question no I have not used the second account. It just shows that I actually signed in because when they told me I have a second account I didn't believe it so I typed in the 2nd number to actually confirm what they said I had a second account.
Hello kostastzellis,
You stated that you logged in to the second account after you have been told about it, but according to the casino the accounts were already blocked at this point.
Also, it seems that you have logged into this other account multiple times in the weeks leading up to the account being blocked. Could this be the case? Just to make sure there is no mistake, please also confirm the other phone number that has been used to create an account.
Kind regards,
Adam
No I have not logged into this account multiple times but even when I logged in I did not make any movement ie I did not use the casino I did not make any deposit or withdrawal you can confirm this from the casino. I tried connecting to the second number just to see if I really have a second account because before they closed it I was talking to casino support and they had sent me their terms and I read somewhere that I might have created a 2nd account. So he connected directly but I didn't remember that I had used their casino before and as we have mentioned their system has gaps i.e. they never send a confirmation email or any message that you have opened an account in the past so I forgot about it, but since i already had an account and i opened a second one and started using their platform why did they let me play and accepted the authentication as normal?!?! If and since I had a second account with the same details I should have been stopped before I made deposits and withdrawals. I think their system is like this so they can steal their players. I will send the second number to your email.
Hello kostastzellis,
Thank you for clarifying the situation. I am again discussing this further with the casino.
Kind regards,
Adam
Hello kostastzellis,
I have looked again at the evidence of your logins, and I am afraid it is still in question. You have logged into the older account more than once (using the phone number ending 2869), for example on 16.05.2022, on 25.05.2022, and on 30.05.2022, before it was identified that you have multiple accounts.
You stated that you were unaware of this account until the casino brought it to your attention, so can you please explain how these logins have happened?
Please understand that I need to make sure I have all possible relevant information.
Kind regards,
Adam
Good evening Mr. Adam
Yes, that's exactly what I stated that I was unaware of this account because I didn't even remember it existed and that's true. I can say with confidence that I connected with the mobile ending in 4251 first time 5/19/22 I verified it through my card transactions and started playing. If I already had an account, why would I log in from a second account?! I want you to ask the casino if any action was taken on those 3 dates from the account ending in 2869 because I don't have any movement on the card and in general I haven't used any bonus or asked to be credited with free spins so why should I enter from 2 accounts ? I only played black jack and slots which you know cannot be cheated.
Thank you very much, I hope we can find a solution to the misunderstanding because I never intended to cheat any casino and the incident happened without my knowledge.
Dear kostastzellis,
We have discussed this case at length internally, and after a thorough review of the information provided, we believe that you should be paid your winnings. Unfortunately, the casino has decided to maintain its position and we have been unable to reach a mutual resolution on this occasion.
It is against the terms and conditions of the casino to have more than one account, but in line with our views on fair gambling (https://casino.guru/fair-gambling-codex-for-casinos#duplicate-accounts) we believe that each case should be assessed individually.
While it is clear that you have two accounts, there is nothing to suggest any unfair advantage has been obtained from this. It is also clear that only one account has been used for depositing and betting, even if the other has been accessed recently.
As we have not been able to achieve a successful conclusion to this case, it will now be closed as 'unresolved'.
I appreciate this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach.
In the meantime, I recommend you to contact the Curacao eGaming Authority (https://www.curacao-egaming.com/public-and-players/#section-file-a-complaint) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Let me know how they replied (adam.m@casino.guru).
I am sorry that I could not have been of more help.
Kind regards,
Adam
This complaint has been reopened at the request of the casino.
Dear Betmaster Casino,
Could I ask you to provide an update on the situation please?
Kind regards,
Adam
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.
Kind regards,
Adam
Hello,
After additional discussion of the case, it was decided to reopen the customer's account and let him withdraw his winnings.
However, if any new account will be detected in the future, all of them will get blocked and funds forfeited. No exceptions will be made.
The customer may access his account and request withdrawals. If any issues occur, please contact customer support directly for help.
Kind regards.
Betmaster Team
Hello Betmaster Casino,
Thank you for your response and for clarifying the situation.
Dear kostastzellis,
Please let us know when you have received the payment and the matter has been resolved.
Kind regards,
Adam
