Betmaster Casino - Plyer’s withdrawal has been delayed.

Dear all,

i am writing to you about my problem with Betmaster.

The problem consists with the withdrawals.

It has been two weeks from now that i want to withdraw my money to my bitcoin account and all the transfers are rejected.

I have written several time to support even to complaints by email and all the answers are you have to wait.

It is very stressful situation for and want to be solved this situation.

It is not the first time that i require to withdraw my money but firstly it has worked and now that have created this situation for such a long period of time.

All i want is ti withdraw my money so i can play and not wait anymore.

Thank you for my consideration

Regards,

Andi

Hello andihaxhiaj19,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand correctly that you have made successful withdrawals before?

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Thank you very much andihaxhiaj19 for your reply. I will now transfer your complaint to my colleague Adam (adam.m@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 soon.

Hello andihaxhiaj19,

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 and to participate in the resolution of this complaint.

Betmaster Casino, could you please explain why the player's account has now been blocked?

Hello andihaxhiaj19,

Thank you for your email and the updated information.

Dear Betmaster Casino,

You have stated via email that the player has had their account suspended due to breaching Terms regarding multiple accounts.

I would like to ask if you could send me any relevant supporting evidence? You can forward directly to my email (adam.m@casino.guru).

Hello Adam,

Could you please specify what email do you mean?

The account was blocked due to multiple accounts registration and bonus hunting.

We will provide corresponding proof to the specified email within the next few days.

Kind regards.

Hello Betmaster Casino,

Thank you for clarifying the reason for the account closure, I will await an e-mail from you.

Hello Adam,

I have a complaint for Betmaster again.

How is it possible that on the previous email they have written that my account was closed due to multiple accounts.When I started to play they didn’t tell me anything of the problems but they let me play and when i won and I requested to withdraw my money they made all this mess and than closed my account.

If all this actions from my side were contrary with terms and conditions of Betmaster how did they let me to play

Because i am so sure they made on purpose and when they saw i won they made up an excuse.

I am so sorry that a casino that thinks they are good reputation makes things

Looking forward to see what proofs they will send.

Thank you,

Hello andihaxhiaj19,

I have received the proofs from the casino to be reviewed. I will update you here when I have more information for you.

Kind regards,

Adam

Dear andihaxhiaj19,

The casino has provided evidence that suggests your account was registered using the same device and web browser as multiple other accounts. I am still discussing this with them.

Is it possible that you or someone else has used your device to register other accounts in the past?

You have mentioned that you have made withdrawals from the casino previously, could I also ask if you know the date of your last withdrawal?

If you are able to send me a screenshot regarding this, please forward it to my e-mail adam.m@casino.guru.

Hello Adam,

when i have first register in betmaster it has been from my Iphone on Safari and all the time i have used Betmaster on Safari and as I remember two times from my laptop .On January i have bought a new Iphone and i have opened my account from my new device but all the time it was mine not someone else who has used it.

There is no chance that someone can use my phone because it’s something private and I only have one account

they hahe required my my id and photo of me so how can i open two accounts?

When i made the firt withdraw from Betmaster i can’t have a correct time because i can’t log in to my account but i have a photo of transactions from Betmaster to crypto wallet account.

In the fist time it has worked properly from their part and since January that i have played again they didn’t allowed me to withdraw my money.

I don’t know what is the problem with Betmaster but its not fair keep my money and they let me to play and when they saw i won they made this excuses.

I really hope to be solved out this case

I am so grateful to you for all the time you are spending with my situation.

Your sincerely,

Andi

Hello andihaxhiaj19,

I apologize for my delayed reply.

I have requested more information regarding the evidence that the casino has supplied, and I am awaiting their response. I thank you for your patience so far, as soon as I have a reply from them I will update you here.

Kind regards,

Adam

Dear andihaxhiaj19,

I have received further evidence from the casino and I am afraid I will no longer be able to help you with this case. There is sufficient evidence that your account is linked to multiple other accounts by numerous factors such as being accessed from the same device and browser and also by IP address.

All of these accounts have accepted bonuses that were only intended to be received once per player, and we consider this to be an unfair advantage.

Casinos have a very strict policy regarding multiple account cases. We’ll be glad to help you with any future issues, but I am afraid this battle is lost and the complaint will be rejected.

Should you wish to take the matter further, I recommend you to contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Let me know how they replied (adam.m@casino.guru). 

I wish I was of more help.

Best regards,

Adam