Betmaster Casino - general discussion (page 6)

Unfortunately no progress to this date. They told me they perform account verification for 5 working days from the day of receival of last requested document and I 'agreed' to that when accepted their T&C.

I found this clause '5.23. Verification process usually may take up to 5 business days, in rare cases longer than this'.

Well '5 days' and 'upto 5 days' is a little bit different things. More in 'rare cases' it can take forever and I 'agreed' to that.

Anyway 5 business days ended yesterday. I got no messages from them. All my withdrawal requests declined (as of account 'not verified' status I think). The limit for no comission withdrawal set to me is 600 usd per 48hrs and time for serving the request is (guess!) - '5.17. The funds will be withdrawn from the client account up to five (5) business days after the Company receives the Client's request'.

How long will it take to get back my deposits of 8400 usdt? I'm doing my last attempt to clarify via support what's going on now but I think I'm going to file complaint later on tonight. Everyone should be careful about this casino.

Hello.

It's usually me who says that the verification is quite a pain because it does not matter what is stated in the rules, the casino simply must verify the player, account, gaming history, and other details untill all is 100% proven.

Yet, the casino should also keep in mind the player deserves a plain explanation. From my side, this is the point where casinos lose their shine far too often. 🙁

I mean, who decides how much time was actually necessary to go through it all, if the casino is unable to explain? No wonder many players feel mistreated while undertaking the verification.

Allow me to add, despite this "'5.17. The funds will be withdrawn from the client account up to five (5) business days after the Company receives the Client's request'." you must pass the verification first. Untill it is open, no withdrawal will be accepted, also those 5 business days count for fully verified accounts.

Well the matter was not in 'verification' and it was obvious. They just looking for a reason not to pay. Enumerous claims for different documents is just a reason to find something you can't provide. If all is fine - they just steal the money. Details in my complaint. You shall substantially decrease rating of this casino to warn everyone. Check the number of complaints and comments that casino not pay under whatever reason. This is not casino - this is 'kitchen'.

Well, I stop comment here until the end of complaint. No good waitings anyway.

This casino is completely disgusting, that's exactly what they do, they don't want to pay the money, I don't know what the hell the security department thinks, this casino has to lose licenses from everyone, they are scamming too many people, they closed my account with everything and my deposit of $100,000 mexican pesos

Sorry for the late reply, but I think it is fair to update the subject a bit.

According to the casino, things were quite different back then. 🙁

Further details are presented in the unjustified complaint.

Well, not the best news of the day... I certainly hope you will never find yourself in a similar situation again.

At the moment of registration I was redirected to site www.betmaster31.com (also previous links were www.betmaster29.com, www.betmaster30.com) from Guru's betmaster casino page. I used services through this mirror site. No VPN was used. What company and under what license and what license authority provided services to me? At least representatives of betmaster came to my complaint thread and confirmed I registered, played and they seized the money finally. But no correct company and license number provided to me. My request to reopen the case and clarify this information from casino - IGNORED. My direct email to person managed my case (Andrej P)- IGNORED. I contacted license authority and have additional information that I passed to Guru with no reaction from Casino.Guru. Thus Guru provided me a fake link and found some 'violations' from my side while playing at this fake site (NONSENCE!!!). Nobody reacts back as I cannot find correct company who I played with to move my case further. You have advised me to contact Gambling Curacao but they said such web-site not registered at their license so no relation to Rozert NV. Betmaster manipulating with licenses. I need information and assistance from Guru. Why are you so silent?

PS. I have sent request to complaints@betmaster.help on the matter but I would prefer to have my case re-openned to discuss with casino there.

Hello.

Could you perhaps specify the issue for me?

It is common for casinos to use mirror links to distinguish between different segments of players. Some brands even possess several licenses under which, each segment is established and accessible to players.

It's more of a technical solution. I personally see no harm in that.

Sadly, I can't comment on the conversation outside the visible part of the complaint - link here - because I do not have access. But I think there is a simple solution: just resend the email or ask for the complaint to be reopened again.

Can you do that, please?

I have to admit I do not understand all the details, like "Nobody reacts back as I cannot find correct company who I played with to move my case further."

I asked the Data Team to confirm the licensing authority at least to sort things out on my end a bit, I'll get back to you with the result.

I have already asked to reopen the case. I don't know how long it takes usually. Also I sent details to Andrej's email, hope he finds time to read it through.

I understand the mirrors is normal practice. The main issue here as I was adviced to contact Gaming Curacao as gambling authority for this casino but they responded that the site www.betmaster31.com is not on any company's list under their license so they are nor sure I picked correct authority to apply. This casino mirror contains no informaition on the license and no license validator logo. Casino refuses to say what license they used when provided services to me. I tried to do so via online chat couple of times with no success. Now I sent email request to them and awating answer.

Thus the problem is that I cannot escalate the case as I don't understand what company under what license provided services (as betmaster possess few of them) and what gambling authority to apply. So my lawyer asked me to clarify this information. Hope you can help.

Hello.

Thank you for the explanation! Yes, sometimes the license can't be found on the mirror page. Don't worry, meanwhile, I asked my colleagues to check the license out. Just to be sure, I intend to share the update once I have some. I'll also notify Andrej to help you out a bit with the contact, though I fear the reason for reopening the complaint is not strong.

The way I see it, you have no additional information to change the result, instead, you need help contacting the authority, which is not the subject of the complaint, I'm afraid. Thus, it won't probably affect the outcome of your complaint.

One way or another, I'll keep you posted about the current license.

Yes I'm going to resolve this case via legal ways. So I just need the name of the company and it's license number. At the moment I have direct responce from Gaming Curacao that Rozert NV is not correct one, so they of no help to me. I think providing services with no license is slightly larger violation.

If Rozert NV with Gaming Curacao license is correct one then casino reps must confirm I played at their site and specify it exactly like betmaster.io, betmaster.bet, betmaster.com or whatever

I understand. I'm in touch with one of my colleagues from the Data Team, and he says this particular casino's license will be reviewed fully.

At the time your complaint was open, the license was valid; it seems it has changed recently.

I'll keep you informed!

Unfortinately I still got no answer from anyone. Until now since the moment of registration on 13th May 2023 (4 month after) I'm still not informed on what company provided services to me. All involved parties just hiding and keep silence. Refusing to call the names thus keepeing me away from legal procedures. Pure scam. No information put on website or T&C we 'signed and agreed' (normally this is much more than enough reason to declare this T&C legally null and void).

Most logical way is to reopen the case and ask casino in complaint thread (as they also ignoring my requests by email) but for some reason complaint still closed. I claim again to reopen my complaint and ask betmaster representatives to confirm the name of Curacao company and license number that provided gambling services to me. 

I understand your desperation, but I'd say this is not how the complaint reopening procedure works. According to the review, the owner is known as: Rozert N.V

Frankly, colleagues enjoy banking holidays, no update yet. As far as I could guess, I would say we are currently waiting for the regulator to confirm the license status - technically if I'm correct, we are in the same position as you.

Radka, thank you for answer!

According to my information, BETMASTER possesses few licenses like MGA, Curacao and some others. They use different ones (and different web-sites) in relation to country where player came from.

My problem is that I registered at unidentified mirror www.betmaster31.com and I have official answer from Gaming Curacao (365/JAZ) that this domain is not connected to Rozert N.V. That's it.

Rozert N.V. do has licnece (GLH-OCCHKTW0705092021, 365/JAZ, www.betmaster.bet, before it was www.betmaster.io) - this is not the issue at all. The isuue is that my account registered at www.betmaster31.com is not connected to this company officially. That's why I need official confirmation from Rozert N.V. - that my account was registered at Rozert N.V. and game took place at Rozert N.V. (or any other company that belongs to betmaster whatever it is).

But betmaster refuses to answer in online chat and ignore all my email requests. Don't you find the situation strange? Legal casino affraid to call the company name that was serving my account, has no information on web-site, no information on published T&C (with misleading and false information by the way)? So only way to clarify is via complaint. This is my point of view even if 'is not how the complaint reopening procedure works' as no other options from my side.

Anyway I sent one more email to Matej and Andrej, hope they get back from Holidays soon.

Betmaster is a complete scam, they are taking the money of all the users and without explanation, I highly doubt that casino guru will do anything for you, because they are affiliated with betmaster, that is, if we lose and they continue stealing, casino guru too win, also, you can see betmaster in general is one of the betting pages that has the most complaints on this website, IT IS AWESOME!!! They all reject them without explanation or sufficient arguments, I personally deposited $100,000 Mexican pesos (5,500 dollars) won $420,000 (21,000 dollars) and they only blocked my account without sufficient explanation, just like you they ignore my emails, chat, EVERYTHING !! THEY KEPT MY DEPOSIT, it's a scam, obviously there is also a legal lawsuit, this casino has to go down now!!!! STOP SCAMING!!!!!

Hello!

It still sounds like a mirror page to me. Some casinos provide several domains, each under a different license, to apply the proper terms, which may vary based on the licensing agreement. I understand that this is an inconvenient situation, and the casino reps or employees are probably instructed to ignore this specific question. And now we're getting back to the licensing authority.

I'll catch up with you once I have something solid!

Gabygg, focus on the most important part of your issue with the casino.:

"It is necessary to pass the KYC to withdraw anything from a casino account, and all players are obliged to accept the casino's terms and conditions upon registration. These state the players have to use only their own valid personal details, payment methods, as well as the funds used for deposits. Those are industry-standard rules in all online casinos. Based on the data received, showing so many connections between the accounts, it would be likely impossible to prove that the accounts in question were used by 2 different people, or it would be impossible to complete the KYC on the disputed account. The casino acted correctly and in accordance with its terms and conditions, and we accept its decision."

Quoting from your unjustified complaint.

This casino acted accordingly in your case. So please, get over that and stop saying they are scamming. In this case, it was proven wrong... Be smart, learn from that mistake.

Yes, learn from that mistake??? If I show you that the KYC verification process had already been successfully verified, PREVIOUSLY I COULD MAKE WITHDRAWALS, PREVIOUSLY IF I LOST MONEY THEY DIDN'T SAY ANYTHING, PREVIOUSLY IF I WON THEY DEPOSIT ME MONEY, what double account are you talking about? The casino didn't even give me that information? What second account? What name ? What person? Is it so difficult for the casino to provide that error? Is it legal to keep even a deposit of more than 5 thousand dollars of mine? You say it's not a scam because you don't

I pass to you, it's normal, you don't understand the situation

As I said before, this casino had already verified my account, previously when I lost money nothing happened, but when I won a significant sum of money, wow they blocked my account, how truly sad how sad that they act like this, and you still support these actions !!!

Hi, I think everything has been sufficiently explained either here or in your complaint. As the casino representative has provided relevant evidence, I think everything is as it should be. 

However, we are certainly sorry that the situation has turned out the way it has, because I understand that it is certainly not pleasant. 

Nevertheless, it is still possible to appeal to the gambling authority if you are not satisfied with the outcome. How about giving it a try when you think everything was fine on your end.