Betmaster Casino - The player's account got closed.

Hi, I am a user from spain (they said I could play using VPN). This week they have closed my account accusing me of multi account. I only have one account in betmaster, I dont understand why they take away my 1200 euros in balance. They said they cannot review the case. Could someone help me?

Hello gui13mo12,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Betmaster Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did the casino show you evidence of that you have multiple accounts? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Yes, my account was verified for weeks but for any problem I could not withdraw. So I communicated this and they asked me for other documents (selfies with the chat in the background and photos of my card). I sent this documents and 5 days later I asked about the verification. Their response was that my account is closed for multi accounting but they did not send any evidence (I asked it for).

The last time I spoke the casino was a couple days ago.

Thank you gui13mo12 for all the information. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Ok, thanks. I keep waiting for a response.

Hello, gui13mo12,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Betmaster Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Betmaster Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to get his account unblocked? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hello everyone,

We are very sorry to hear about your experience. Could you please provide us with the login details your account was registered with. Unfortunately, we could not identify any customer registered with the email gui13m***@gmail.com.

We look forward to your reply,

Yours sincerely,

Betmaster Team

No news yet, right?

I'm worried that the complaint will expire and you won't tell me anything...

Hello,

Kindly note that your account was identified in our system and all the evidence related to multiple accounts registration will be provided to the CasinoGuru specialists for their consideration.

Kindly wait.

Perfect, although I find it surprising that you could have found any evidence, because I have not signed up more than once.

There is no problem with the counter running out, right?

Dear Betmaster Casino Team,

Unfortunately, I have not received any data/details regarding this case.

Can you please resend me the above-mentioned evidence?

Is there something new? This lack of information is frustrating...

Hello,

Could you please check once again.

Please let us know if you still haven't received it.

Kind regards.

Is everything ok?

Greetings all,

Thank you, Betmaster Casino Team, for your email and the information provided. It seems that it was sent a bit later.

Could you please look at my last email regarding this case and provide me with the requested details?

How is it going?

Is everything ok? Its frustrating not have news in so many days... I have a lot of money blocked...

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 Branislav,

According to our information, Betmaster representative provided a reply to your last email on the 15th of November, could you please review and comment on this.

Thank you in advance.

so??

I feel helpless. Is it true that betmaster sent you an email?

Greetings all,

I am sorry for the delayed reply (vacation).

Thank you, Betmaster Casino Team, for your email and provided data. The previous post was automatically generated by our system while I was out of the office. Please, take it as irrelevant.

Dear gui13mo12,

Based on the data provided by the casino representative, you created another account in the casino in the past, and the same welcome bonus was used on both connected accounts. In addition, your gameplay history includes only sportsbook play, a welcome bonus related to it, and abusing this offer.

As you might know, our forum deals with complaints about online casinos only. I understand it must be difficult for you, but unfortunately, we do not have enough insight to take on this kind of issue, and after gathering the necessary information, it is clear that the allegations relate to sports betting play and breaching the casino's rules about sports betting and related bonuses. Therefore, I am forced to close your complaint as "rejected".

I recommend you submit your complaint to one of the websites that deal with sports betting-related complaints, or directly to the authority that regulates the casino.

Anyway, if it is convenient for you, we can continue our communication through e-mail (branislav.b@casino.guru).

Thank you very much for your understanding, and sincerely wish you good luck in resolving your issue.

Best regards,

Branislav, Casino.Guru