Betmaster Casino - Player’s winnings have been cancelled.

Hi. I had 5500 euro in my account at Betmaster.io today

A couple of days before they asked for documentation (KYC) which I provided. I got no reply at all for almost a week.

Today they took all my money and said that im not allowed to bet multiple times on the same game.

But at the same time. They settled my losses (which was duplicated according to them) as losses. They use the "rule" how they want which is not ok.

Its the first time ever I got a problem like this. Im used to that they stall the withdrawals but never experienced anything like this.

I can provide screenshots etc with the customer service.

I hope there could be a case.

Dear Johan,

Thank you very much for submitting your complaint. Do I understand correctly that this case is purely related to sports betting? Have you played in the casino section as well, or sports only?

As you might know, our forum Casino.Guru, deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to a sports betting. I can contact the casino on your behalf and try to get some more information, but at the same time, I will be forced to reject your complaint. If it is convenient for you, we can continue our communication through emails. My email address is petronela.k@casino.guru. Please let me know how you would like to proceed.

Thank you very much for your understanding.

Best regards,

Petronela

Hi. Thanks for replying. Yes its betting on sport. But I also used the Casino aswell but everything is confiscated.

Thank you very much, Johan, for your reply. Since you have confirmed that this specific issue is purely related to sports betting, I’m afraid we won’t be able to help you.

I’m truly sorry we couldn’t facilitate resolving this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. As I mentioned earlier, since we don’t have a branch dealing with sports betting yet and enough insight to take on this kind of dispute or judge it appropriately, we are forced to reject your complaint at the end. I really wish I were of more help.

I contacted the casino requesting more information and will continue our communication via emails.