The player's account was blocked by the casino for breaching casino terms. Player has multiple accounts.
Betmaster Casino - The player's account got blocked.
Amount: 4,000 R$
Betmaster Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 years ago
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3 years ago
Translation
I opened my Betmaster account. I used the welcome bonus. After finishing the rollover, I tried to withdraw but couldn't because I made the deposit in bank slip. I sent all necessary and requested documents and photos for account approval. They asked me to make a new deposit via astropay to release my account for withdrawal. I made the requested deposit. Still, they didn't approve my account for withdrawal asking for more time or repeated photos.
Suddenly they blocked my account, claiming to use multiple accounts. I do not and have not had more than one account and I have not used the site in bad faith at any time. But the site unilaterally stole my balance.
Automatic translation:
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3 years ago
Hello leandroacf,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Betmaster Casino. Alloe me to ask you a few more question before we would try to contact the casino.
Are you aware if anyone from your household is playing in Betmaster Casino? Isn't there any possibility that you have previously created an account there in the past and just forget about it? Is your account closed or are you able to login there? When was the last time the casino communicated with you?
Also please send us any relevant proof or communication with the casino to nikolas.b@casino.guru.
Looking forward to your answer.
Regards,
Nick
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3 years ago
Translation
Hi!
There's no one in my house playing.
I just created this account.
They won't let me log in.
Their last communication with me was in May this year, transcribed below:
Hi!
Please be advised that our Security Department found additional accounts registered by you in our system. All accounts detected were blocked due to violation of the Terms and Conditions of our service (clause 1.4):
1.4. You can only have one customer account on this website. If you try to open more than one customer account, all accounts you try to open may be blocked or closed. Only one customer account for each home, device, IP address, financial instrument is allowed. The company may perform additional security checks to detect multiple accounts.
As per the Terms and Conditions, all detected accounts will be permanently blocked and funds lost.
You are not authorized to open any new accounts in our system. Please note that every newly detected account created by you in our system will be closed and all funds lost. Sean submitted this
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3 years ago
Thank you leandroacf for providing additional information regarding the case. I will now forward your complaint to my collegue Viliam who will be assisting you from now on.
Wish you best luck.
Regards,
Nick
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3 years ago
Hello leandroacf,
I looked at your complaint and will do my best to help you. I would like to invite Betmaster Casino into this conversation. Casino, can you please specify why did you block the player’s account?
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3 years ago
We would like to ask the Betmaster 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’.
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3 years ago
I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru
I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.
I hope you won't come across a problem like this again.
The Casino can ask to reopen this complaint anytime.
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3 years ago
We’ve reopened this complaint as per the Casino’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.
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3 years ago
Dear leandroacf,
Casino has provided evidence that you have multiple accounts which is forbiddenen.
Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.
