Betmaster Casino - Player was accused of opening multiple accounts.

How I won a good amount, they blocked me, they asked me to send all the documents in a few days, they wrote that you are accused of multi-accounting, although I have strictly 1 account, they stole my money without any evidence, refusing even to return the deposit

Dear apacespace,

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. Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Have you accumulated your winnings with or without an active bonus?

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

No, I play alone!

ruble balance using bonuses balance in usdt without bonus!

Since when have you been playing in the casino? The documents you submitted to the casino for verification, were they approved before you were accused of opening multiple accounts? If there is any relevant communication between you and the casino, please forward it to my email at tomas@casino.guru, alternatively post it here.

I have been registered in this office for about 2 weeks

Will there be an answer?

Dear apacespace,

I apologize for the late reply.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

I'm looking forward to solving the problem

Hello apacespace,

I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Betmaster Casino to join the conversation.

Dear Betmaster Casino,

Can you please provide more specific information on how the player allegedly breached the terms and conditions? Please provide any supporting evidence to my email michal.k@casino.guru

They say that supposedly a multi-account was used, although I have only one account, I provided all the documents to them

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.

Dear apacespace,

Unfortunately, we have come to a point, where we are not able to move forward with this complaint. 

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (info@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal

We have reopened this complaint after the casino representative get in touch with us. We have received strong evidence from Betmaster Casino security department that multiple accounts were created with the same or very similar details and all of these accounts were claiming bonuses which is against the casino's terms and conditions as mentioned here:

13. If a Player attempts to open or has opened more than one account per Website, all accounts may be blocked or closed. Only one account for each household, device, IP address, financial instrument is allowed. Company may perform additional security checks in order to detect multiple accounts.

14. You cannot transfer, sell, or pledge Your Account to another person. This prohibition includes the transfer of any assets of value of any kind, including but not limited to ownership of accounts, winnings, deposits, bets, rights and/or claims in connection with these assets, legal, commercial or otherwise. The prohibition on said transfers also includes however is not limited to the encumbrance, pledging, assigning, usufruct, trading, brokering, hypothecation and/or gifting in cooperation with a fiduciary or any other third party, company, natural or legal individual, foundation and/or association in any way shape or form.

Unfortunately, after gathering all the necessary information we are forced to agree with the casino's decision on this occasion and Reject this complaint as unjustified.

If you run into any issues with this or any other casino in the future, please do not hesitate to contact us and we will try our best to help.

Best regards,

Michal