Betmaster Casino - Hráč byl obviněn z otevření více účtů.

Dear Ladies and Gentlemen,

Betmaster refused me a withdrawal of €2,000 and then closed my account. I describe the process in detail below:

My first withdrawal was approved. The second payout was rejected after the extended KYC procedure. I have submitted all requested documents, most recently screenshots from my Jeton wallet. Suddenly I no longer had access to my account. When I asked, I was told that I was no longer allowed to play at Betmaster because of "multi-accounting, unfair game and suspicious activity." and that all winnings would be retained. When asked, no explanations were given for the violations. I also asked if evidence (name of the alleged 2nd account, IP evidence, logins, etc.) of the alleged multi-accounting could be presented. The reply was that "Unfortunately, evidence cannot be provided in this case". The last email I wrote to the casino, stating that I will file an official complaint with the license holder as well as proceed with this legally matter, was not replied from the casino.

Sehr geehrte Damen und Herren,

Betmaster hat mir eine Auszahlung von 2.000€ verweigert und anschließend mein Konto geschlossen. Folgend beschreibe ich ausführlich den Verlauf:

Meine erste Auszahlung wurde genehmigt. Die zweite Auszahlung wurde nach erweitertem KYC-Verfahren abgelehnt. Ich habe alle angeforderten Unterlagen, zuletzt Screenshots von meinem Jeton-Wallet, eingereicht. Plötzlich hatte ich dann keinen Kontozugang mehr, auf Nachfrage kam die Antwort, dass ich aufgrund von "Multi-accounting, unfair game and suspicious activity. " bei Betmaster nicht mehr spielen darf und alle Gewinne einbehalten werden. Auf Nachfragen kamen keine Erläuterungen zu den Verstößen. Ich habe auch nachgefragt ob Beweise (Name des angeblichen 2. Kontos, IP-Beweise, Logins usw.) des vorgeworfenen Multi-accountings vorgelegt werden konnten. Die Antwort war dass "Unfortunately, evidence cannot be provided in this case". The last email I wrote to the casino, stating that I will file an official complaint with the license holder as well as proceed legally with this matter, was not replied from the casino.

Dear Vasileios,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?

Could you please advise which games you have been playing (live games, slots, or multiplayer)? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello,

Thank you for your prompt reply. I can rule out that a family member or neighbor registered because they have nothing whatsoever to do with gambling.

I only bet on sports.

Thanks in advance.

Hallo,

danke für die schnelle Antwort. Ich kann es ausschließen, dass ein Familienangehörige oder Nachbar registriert hat, weil sie mit Glücksspielen überhaupt nichts zu tun haben.

Ich habe nur Wetten auf Sport gesetzt.

Danke im Voraus.

Thank you, Vasileios, for your reply. As you might know, our forum Casino.Guru, deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to a sports betting. I can contact the casino on your behalf and try to get some more information, but at the same time, I will be forced to reject your complaint. If it is convenient for you, we can continue our communication through emails. My email address is petronela.k@casino.guru.

Please let me know how you would like to proceed.

Thank you very much, Vasileios, for your reply. Since you have confirmed that the issue is purely related to sports betting, I’m afraid we won’t be able to help you.

I’m truly sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. As I mentioned earlier, since we don’t have a branch dealing with sports betting yet and enough insight to take on this kind of dispute or judge it appropriately, we are forced to reject your complaint in the end. I really wish I were of more help.

I contacted the casino requesting more information and will continue our communication via emails.