Betmaster Casino - Player’s struggling to complete KYC verification.

Good morning.

After sending all the documents, forcing me to deposit in cryptocurrencies since the refund in visa was not available and they needed my crypto wallet, I still do not receive or verify my account.

I want my money. The process they put through the amount of documents sent is horrible and I still do not receive my money

Dear Rominaaa4,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Do I understand correctly that this was your first attempt at withdrawal? Which documents you have already provided and when exactly?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

First withdrawal attempt? I wanted to refund my money made with a visa right now in an account 600 euros, the deposit was returned due to failure with the provider, to withdraw they force you to make a deposit in cryptocurrencies, after doing so I try to withdraw and it cannot be, they tell me that I have to verify my account, which I understand but I do not agree that it should not be done to everyone equally, I keep waiting for the verification of my account to be able to withdraw my money which I think will no longer be possible, it is possibly the worst casino I have ever been to.

I have provided passport, selfie with his chat behind with passport and visa, visa. Everything they have asked of me.

By the way the documents have been sent on the 5th exactly all

Well it turns out that now I can not enter the account. someone help me please

According to them I have more accounts but I have changed my email recently since I have lost the password of another email and I have not received any bonus or anything. They have forced me to make a minimum deposit of 50 euros in cryptocurrencies to be able to collect I want a minimum refund of my deposits

I am asking for evidence or explanations and they do not want to tell me anything, they only say that they transmit what the security department tells them without a doubt I will report

Thank you for your reply, Rominaaa4. Do I understand correctly that you have created another account using the new email address?

I have created an account with my new email address. The point is that I have not benefited from any bonus nor have I done it with bad intentions. It is the email that I use regularly now.

They have made me deposit in cryptocurrency to be able to collect and they have kept everything. I have asked them for explanations and they do not want to tell me anything else.

the system is nefarious

Thank you very much Rominaaa4 for your cooperation so far. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear Rominaaa4,

I’m sorry to hear about your negative experience. I’ll contact the casino and try my best to resolve the issue.

I would like to invite Betmaster Casino to join this thread and participate in the resolution of Rominaaa4’s complaint.

Attached coversacion in which they assure me that by depositing cryptocurrencies I will be able to withdraw my money.

The management of this casino is very bad.

And this is what they keep telling me and no explanation or proof. They will not answer here. Hopefully they close all their pages for scammers. And you lower their reputation to the worst since there are many of us affected.

Well in case they don't answer anything right? They will continue to scam me and rob me without further ado.

Dear Rominaaa4,

Unfortunately, we still haven’t received a relevant response from Betmaster Casino. If the casino chooses not to reply at all, we would have to mark your complaint as ‘unresolved’, which would affect the casino rating and reputation on our website.

We would like to ask Betmaster 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’.

That means that they will keep scamming people, because I think they should lower the rating of the casino to the worst.

Hello everyone,

We are very sorry to hear about the customer's experience. However we would like to point out that the customer had been offered to use an alternative payout method before multiple accounts were identified by the Security department.

We have the proof that the customer violated our T&Cs and registered multiple accounts in our system (at least five accounts were detected). We will send this evidence to the CasinoGuru representative.

According to the T&Cs:

1.4. You are allowed to have only one Client Account on this Website. If You attempt to open more than one Client Account, all accounts You try to open may be blocked or closed. Only one Client Account for each household, device, IP address, financial instrument is allowed. Company may perform additional security checks in order to detect multiple accounts

6.3. Fraud. Multiple accounts

6.3.1. The Company is entitled, at its sole discretion, to disqualify any Client who committed a fraud or falsified or attempted to falsify the participation process or the progress of any Promotion, or violated this Agreement, Promotional Terms and/or Specific Terms, or who can, in a reasonable opinion of the Company, damage the Company’s reputation and brand or reputation of any company of our group.

6.3.2. Fraud, multiple accounts, multiple entries, circumvention of measures to prevent fraud and/or unauthorized access/entry, participation which violates Promotional Terms are prohibited.

6.3.3. The Company reserves the right to exclude from Promotions any participant and to ban use of Company Website if the Company considers that a Client has tried to enter by using more than one accounts or engaged in any fraudulent or illegal activity (including activity that violates domestic laws) whether or not the Client would or might won a prize. The Company reserves the right to delete accounts and refuse to pay bonus/prize or other incentives of Promotions if the Client used multiple entries/accounts.

Related to the deposit made from the crypto wallet, I will need to check it out with the Security department. In case of multi-accounting funds usually get forfeited in order to prevent a recurrence of fraud, but in this case I would refund the crypto deposit since it was made upon our request to attach a new wallet.

Kind regards,

Betmaster Team

5 accounts? And 20 too. You are scammers, and liars while you bet do not verify if you have more accounts or anything that if as you win something and you want to withdraw, get ready that they even verify if you are wearing panties.

SCAM IN ALL RULE

Thank you, Betmaster Casino team, for your reply. Please forward the relevant proofs to my e-mail address andrej.p@casino.guru.

Hello,

The proof was sent to the mentioned email.

We look forward to your reply.

Thank you.

It's amazing, they refuse to provide me with evidence, but here they do.

Thank you, Betmaster Casino team, for providing the necessary information.

Dear Rominaaa4,

The casino has provided sufficient evidence proving you have in fact created multiple accounts in the casino. As you might know, creating multiple accounts is prohibited and considered a serious violation of Terms and Conditions in most casinos.

Unfortunately, we consider the decision of the casino to be justified in this case, therefore, I’m afraid there’s not much that can be done in regards to your winnings.

Dear Betmaster Casino team,

Please let us know once Rominaaa4’s last deposit has been refunded.

I already said from the first moment that I have several accounts. I want my last deposit of 50 euros in cryptocurrencies

Dear Rominaaa4,

I’m aware that you have indicated that you only had one other account in the casino that you abandoned due to a lost password to your previous e-mail account, however, this statement turned out not to be entirely true.

The crypto deposit will be refunded to the customer.

Could you please provide us with the correct crypto wallet address in order we could proceed with a refund.

We look forward to your reply.

Please kindly be advised that the amount equal to 50 Eur was sent to you (the deposit amount was 44.62 Eur).

If I have already received a transfer, it is very sad that I have to come here and file a claim so that they give me what is mine. Of course I will not recommend this casino to anyone, it is the worst I have ever seen

I would like to draw your attention that you violated the T&Cs of the company and registered at least 5 accounts in our system to abuse our casino.

It's considered a strict violation in every casino which leads to all account to be blocked and funds forfeited.

The respective evidence was provided to the CasinoGuru representative which proves our words.

Yes I agree but deposit well what do you leave, I do not know something is wrong in the system

Dear Rominaaa4,

Thank you for confirming that you’ve received the refund.

Since we consider the decision of the casino to be justified in this case, we will now close this complaint as ‘rejected’.

You can read more about our position on situations like this, as well as other recommendations for players in our Fair Gambling Codex.

I'm sorry we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We will try our best to help.

Thank you, Betmaster Casino team, for your cooperation.