Betmaster Casino - Player's winnings confiscated after verification.

I was playing normally and withdrawing my money, then I was asked to verify my account and they asked me to return the documents Everything is good. I sent all the required documents, and after waiting for 8 days, my account was attended and all my money was taken without any reason.

Dear Islem250,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to 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

Open your account in May. I successfully completed the verification process and was playing sports betting and casino And I used to withdraw my money normally And I was collecting my profits without a bonus when I reached the amount of 1,600 euros I asked to withdraw the money and received a mail saying that I have to do some investigations in order to hand over the game I sent all the required documents, after that I waited for 8 days and received a mail saying that your account has been closed and now I cannot access the account

Please is there anything new?

Thank you, Islem250, for your response. Unfortunately, since you have clarified that the issue solely pertains to sports betting, we regret to inform you that we are unable to assist you in this matter.

We sincerely apologize for our inability to resolve your case. However, please feel free to reach out to us if you encounter any issues with other casinos in the future. Since we currently do not have a department specifically dedicated to sports betting disputes, and lack sufficient expertise in handling such cases, we are regrettably unable to proceed with your complaint. I genuinely wish I could have been of more assistance.

Thank you for your understanding, and please do not hesitate to reach out if you have any further questions or concerns. Meanwhile, I'm forced to reject your complaint at this time.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Player's additional comments:

The money you won from the casino The name of the game sweet bonanza and aviator

Thank you, Islem250, for getting back to us. 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?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

Email is my thing. I live alone and my family does not use this site. I use the phone’s Internet and do not use an address ip

Before registering on the site, I read the site’s internal rules. Then I registered, played, and won, knowing that there must be one account in the family and one account bearing my name and surname, and that it is forbidden to connect multiple accounts from one Internet address. I avoided all these problems and called from the Internet on my phone, and no one in the family has an account on this site I sent all the required documents to verify my account, and everything was legal, and my account was closed for no particular reason.

Thank you very much, Islem250, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, Islem250!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Ok thanks

Hello Pavel,

Kindly provide us with the email address to which we can send the relevant evidence.

Kind regards.

Hello, Betmaster Casino Team!

My e-mail is pavel.k@casino.guru.

I hope to solve the problem and get my money back. In order to pay expenses

Is there anything new about the issue? I want my money😢😢😢😢

Hello, Islem250! We are waiting for the additional information from the casino. I will let you know as soon as I will know more!

Ok thanks

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.

If I get scammed and won't get my money back I've lost all hope . Can I appoint a lawyer to file a complaint with the court and the Consumer Protection Directorate?

BetMaster is regulated by the Curacao Gaming Authority, so you can try to file a complaint using this e-mail address: info@gaming-curacao.com.

Thank you, I sent them a complaint

Could you, please, send the confirmation of the fact that you have lodged a complaint to pavel.k@casino.guru? It can be, for example, e-mail response from the authority.

Yes . I sent you via mail

Hello,

Please be advised that the security department will shortly provide the additional evidence.

Thank you.

BetMaster Team, I will set the timer for one more week.

A whole week to provide evidence??

I'm just a player enjoying this game, I'm not a criminal, I'm just asking for my money

15 full days and this evidence was not presented 😔😔

Islem250, we have received the proof from the casino that you have colluded with an other player and used their funds to deposit into the casino. Unfortunately, such actions are considered unfair by us as well, so I must reject this complaint.

If you will have any problems with any casinos in the future, please, do not hesitate to contact our Complaint Resolution Center once more!