Betmaster Casino - Player's struggling to verify.

It has been a long time since I sent documents and they never gave me the opportunity to withdraw the replayed card in the end because they didn't give them to me they are thieves I recommend you stay away from this mess so much does not pay you

Dear Felice,

Thank you for submitting your complaint. I'm really sorry to hear about your issue. Allow me to ask you a few more question to specify your issue. Are you experiecing problem with KYC verification? When did you start the process? Did you send to casino all the required documents? Also please, if you have any relevant conversation with the casino or any proof please send it to nikolas.b@casino.guru.

Best regards,

Nick

Dear Felice,

We haven't receive any answer from you yet. Please note, if you will fail to answer us within the next 7 days, your complaint will be rejected.

Best regards,

Nick

Good morning nik maybe I explained myself wrongly I had 5000 euros on the account won by the casino I did not validate the account I had self-exclusion from the casino section being players The next day I asked for the reopening of the casino section and having 5000 on the account they reopened it immediately strange thing and that other times they always told me that it was not possible to reopen it for a week, understand? I tried to get some cash bak on that amount they gave me a total of 10 free spins of 30 cents each they were dishonest I'm doing them a very bad advertisement on the internet also to protect other players

Dear Felice,

Do I understand it correctly that you self-excluded while you still had 5000€ or on account and you was able to login into your account and your balance dissapeared? Could you please forward your self-exclusion request to nikolas.b@casino.guru? Did you try to verify yourself in the casino? It's not possible to withdraw anything unless you are verified. Looking forward your answer.

No replayed it once since the next day they reopened my account having made a self-exclusion that lasts at least a week I said at this point I will never see the money I know the rules can not reopen the game account for any reason before it is it's been a week now and gone but the other players need to know and stay away from the casino

Dear Felice,

Apology for the late answer. We will now try to contact the casino to explain what exactly happend. I would like to ask Betmaster Casino to join us.

Ok thank you very much for your interest but I don't think that being wrong (they) will give me back at least a part

Hello,

Thank you for the provided information, I have checked the request with the team.

According to the Live chat the customer had with the Support team, it's clearly stated that the customer asked to close only the Casino section of the website. Therefore, it means that he can't play Casino, but can play Sports, Virtuals, deposit and withdraw funds. Moreover, the Customer Support double checked whether the customer wanted to close one section or to self-exclude himself, since the self-exclusion is totally different option that doesn't let you access your account at all.

According to the request received from the customer, he wanted just to close the Casino section, so it was done upon request. However, when the customer withdrew his funds on 06/10/2020 he asked to self-exclude himself for 3 months, which was also done as requested.

I am sorry that the customer was not satisfied with the bonus received. Our company doesn't have a loyalty program yet, so free spins were issued as a small reward when the customer asked for it.

Please let me know if you have any further questions, I will be happy to assist you.

Best regards,

Dear Betmaster Casino,

Could you please provide us some kind of proof that the player asked only to close his account not to self-exclude? Please send it to nikolas.b@casino.guru.

Thank you in advance.

Hello,

Yes, sure, I will provide the evidence to the mentioned email address.

Best regards,

And anyway, the 600 euros are another thing in another time frame

While we are still waiting the proof from the casino, I will extend the timer by 7 days.

They will never give it to him because it's not true

Hello Nick,

I hope you are doing fine.

I provided proof on the same day as replied here on the 13th of October.

Could you please check once again whether you received it or not. If for some reason no, I will resend it to you.

Kind regards,

I have not received anything

Dear Betmaster Casino,

I've checked again my e-mails but could not find any from you from that date. Could you please resend it to me to nikolas.b@casino.guru again?

Thank you in advance.

Hello,

I have resent the email once again, if you need I can make a screenshot that proves the date when it was initially sent.

Thank you.

Dear fossa1985,

We have received proof from the casino that you did not ask for self-exclusion only for closing your account. In this case there isn't anything we can do for you as beeing self-excluded and closing account is 2 different thing. When you self-exlude you can't reopen your account depending on the self-exclusion time. While you only closed it, you could re-open it anytime. I'm really sorry we could not help you more. Please do not hesitate to contact us if you will come across any trouble in the future.

Best regards,

Nick

Casino.guru