Betmaster Casino - Player’s struggling to withdraw his winnings.

Dear Serhii,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers and bank restrictions, all have a major influence. If a payment method was available for deposits it doesn’t mean necessarily, that it will be offered for withdrawals too. 

We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please confirm that your account has been fully verified?

Lastly, could you please advise if the disputed amount of €4,50 is correct?

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

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

Thank you very much. I hope Martin won't get this unpleasant moment without attention and finally help me to reach justifying.

Sincerely yours, Sergey

Hi, Martin.

Are there any news from that sharpers casino Betmaster? Have you got to know something from their support team on the way solving my case? All the evidences and new facts described below show that Betmaster and related with them casinos are the scams, fakes, hihgbinders, whatever more but not the casino with a very high reputation and grades 8.0 out of 10.0 in Guru ratings list.

By the way, from Betmaster review on your site I've searched their two related casinos: Casionoin and Bongo.gg.

Also I was really impressed by the variety of depositing and withdrawal methods Betmaster review. There found 44!payment methods available to Ukrainian players. Screens shot attached. Some of them are one-way methods for sure, as mentioned Petronela. But not the MasterCard method which available as for depositing as for withdrawal as well. And finally, I found one more complainted player from Ukraine who had felt on their bait. The complaint is to Bongo.GG opened 05.03.2021. Here Julia, a player from Ukraine complaints to related Bongo.gg casino and described identically the same situation as happened to me at BetMaster - unreasonable refuse to withdraw winning funds... So two casinos Betmaster and Bongo which related by one holder have had very close complaints.......? So...as an incorruptible independent casino observer and expert, You should take this new fact for granted while solving My case.

You are my last hope, Martin. I believe in justify and sensibleness of the investigation we initiated.

Thank you. Look forward hearings from you. Hugs.

Hello Serhii!

From now on, I will try my best to help you with your issue. I would like to invite Betmaster Casino's representatives to join this conversation in order to help us with resolving the complaint.

Hello Martin and Petronela,

Thank you for your help in resolving the issue with the customer in question. As you understand we would love to pay out the disputed amount of €4,50 in order to avoid customer's frustration, but we kept receiving a rejection from the provider side related to the issuing bank country - Ukraine. However, we offered the customer a workaround in order to pay out via a different provider which works with this country correctly, but the customer denied any help and threatened to submit a chargeback request.

Due to those threats we had to block the account based on our T&Cs clauses 5.24, 5.25 and 5.26, and refunded the available amount on the account. Generally, it may take up to 7 business days for the funds to be credited back to the card deposits came from.

Also, I see from the communication above that the customer knows about the issues with his bank but keeps using this payment method with other casinos. I highly recommend selecting other payment methods or contact the Support team first in order to avoid similar problems in the future.

Have a nice day!

Hi, Martin, Petronela and BetMaster casino representative.

Thanks for well done work with this little bit strange incident.

I will inform here if money come back to my card account.

With best regards,

Sergey Gumen.

.... Epilogue

He had deposited some money to his Casino account from Mastercard credit card.

Funds had been added immediately. He spinned slots and have won nice prize.

Less than a second had passed after he clicked "withdraw" at casino player profile, like sms from BetMaster had already been received on his smartphone.

Sms consist the following info:

"We were unable to withdraw funds from your account on Betmaster. Please try again or contact the support service if the problem persists."

This sms prompt automatically and send to anyone who tried to withdraw winning from Betmaster.

It happens all the time..while depositing by Mastercard.

He had never been to London, seemed to him.....

Hello Serhii!

I will be waiting for your confirmation of the funds received.

Hello Serhii!

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

Looking forward to hearing from you.

Even if we’ve assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.