Betmaster Casino - Player's winnings have been reduced.

They give me 100 free spins I win 12.55€ and they want 50x wager I deposit I complete it and then I have 1564€ and they give me back 525 because from one rule that there isn't!!! Clear steal never again!!! Stay back.

Dear Vasileios1994,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betmaster Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Do I understand correctly you made a deposit in the casino before you completed wagering of your active bonus?

Could you please explain what was the justification for the casino reducing your winnings?

If you have your interaction with the casino saved, please send me the correspondence to my email at tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Good evening, before the turnover of the 100 free spins (€12.55 total) was completed, I had profits of €1560, the turnover was completed and I had a real balance of €525, with the pretext that it is not possible with a rule that does not exist, they sent me the link and it said page not found. I have been to a lawyer

Could you please specify the reason why your winnings were reduced?

How did the casino explain the situation to you?

How was the casino's decision communicated to you?

If you have saved the correspondence with the casino, please share it in the complaint thread or send it to my email at tomas@casino.guru

Dear Vasileios1994,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Good morning. Before completing the turnover my profits were almost €1600. After I completed it I had €535 available from what I remember. From the support they sent me a link that said (page not found) and with a mathematical formula they explained to me why they kept my profits but there was no such law somewhere. I have taken the case to a lawyer and am asking for €30,000 as moral damages and improper behavior from the support and illegal retention of profits. If I don't make the reserved money I will go all the way.

I would kindly ask you to send us this communication so we have a better understanding of the situation. I'll await your reply. Please forward the information to my email at tomas@casino.guru

Dear Vasileios1994,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I don't have the chat I want a public response from the casino please.

I am sorry but without a detailed explanation regarding the circumstances we cannot proceed with the case and confront the casino.

If we are not convinced the casino reduced your winnings unfairly, we can't argue in your favor going forward.

Kindly submit any relevant screenshots or other information I asked from you previously, otherwise, we'll reject the complaint on the basis of lack of evidence.

I'll await your response.

Dear Vasileios1994,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

But where will I find the conversation??? why doesn't the casino respond to tell us?

I am sorry but without a detailed explanation regarding the circumstances we cannot proceed with the case and confront the casino.

You said earlier:

under the pretext that it cannot be done with a rule that does not exist, they sent me the link and it said page not found

What was there rule the casino used against you? What was the link the casino shared with you?

I'll await your response.

Dear Vasileios1994,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

The chat exists in the casino and only if you talk they keep a file, I am not obliged to take a screenshot because I was nervous and closed the chat, so how will I find it? they definitely have a record of you please talk to the casino

I checked the casino website and found this: https://betmaster.bet/en/bonus-rules

The maximum amount that will be transferred to your real money account after wagering cannot exceed the sum of all bets placed from your real money account that were made during the wagering period and the bonus multiplied by a certain multiplier that depends on the specific promotion you agreed to. To find out more information about the specific promotion you agreed to, press on the details button.

Unless we have specifics about the bonus or rules that were used against you we have no grounds to build a case or a reason to consider capping of your winnings as unfair.

We cannot proceed with further investigation and have no alternative but to dismiss this complaint.

Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.