Betmaster Casino - Hráč obdržel nechtěný bonus.

Hello.

It happened that I became a new customer and they say that I accepted the sports betting bonus and it is not true. I put in money to play the casino. I entered money this way:

100chf

100chf

200chf

200chf

In the first 3 entries I lost money and from the fourth entry I started to earn money. When I reached the figure of 6,500chf I realized that my money that previously appeared in real money they had passed it to me as bonus money and I swear to God they never gave me money and I never played any bonus. When I realized that I contacted customer service and they told me that I have an active bonus and to spend my bonus money to real money I have to place sports bets worth 1000chf. Ok ... I thought ... it will be easy because I have 6,500chf. When I have filled the bar, there is only 300chf left to finish, I am blocked from sports bets. I speak with customer service and they tell me that they have blocked my bets because I was betting high limits and they have the right to block and unblock.

Ok I come up with the idea of making low bets to see if I could beat their system that had blocked me because I only had a week to be able to unlock the bonus and spend my money to real money but they had blocked my bets then no I could complete the bonus !!!! Ok ... I'm lucky that the system lets me make 5chf bets so I make 400chf in 5chf bets. While the bets are being completed I keep playing the casino and I get to the figure of 9,500chf. I return to leave the casino and wait for the bonus to complete. What happened in the end??? That the bonus was completed but they only gave me 500chf arguing that under the conditions of the bonus they can only pay the maximum amount of 5 times the bonus. They are supposed to give me 100chf so they can pay me a maximum of 500chf. I had 9,500chf so they stole 9,000chf from my face. I don't know if these abusive bonus rules are legal, but the most important thing of all is that I WAS NOT GIVEN ANY BONUSES. I always played with my money and every time I entered money I put real money. I have spoken with them and asked for explanations and I ONLY want them to show me when they gave me the bonus because it does not appear in my betting or transaction system. They tell me that in their asstema it appears but IT IS A LIE because once a person there told me an hour and a minute and another worker told me another so they are lying to me. I have asked them please to make me a screenshot of what they see but they tell me that it is forbidden to send a screenshot. I'm really going to report them. They have stolen 9,000chf from me.

Hola.

Ha pasado que me hice nuevo cliente y ellos dicen que yo acepté el bono de apuestas deportivas y no es verdad. Yo ingresé dinero para jugar al casino. Ingresé dinero de esta manera:

100chf

100chf

200chf

200chf

En los primeros 3 ingresos perdí dinero y a partir del cuarto ingreso empecé a ganar dinero. Cuando llegué a la cifra de 6.500chf me di cuenta que mi dinero que antes aparecia en dinero real ellos me lo habian pasado a dinero de bonus y juro por Dios que nunca me regalaron dinero y nunca jugué ningun bono. Cuando me di cuenta de eso me puse en contacto con atencion al cliente y me dicen que tengo un bono activo y para pasar mi dinero de bonus a dinero real debo hacer apuestas deportivas por valor de 1000chf. Ok...pensé...sera facil porque tengo 6.500chf. Cuando he llenado la barra que queda solamente 300chf para terminar me bloquean las apuestas deportivas. Hablo con atencion al cliente y me dicen que me han bloqueado las apuestas porque estaba apostando limites altos y ellos tienen derecho de bloquear y desbloquear.

Ok se me ocurre la idea de hacer apuestas bajas a ver si yo podia ganarle al sistema de ellos que me habian bloqueado porque solo tenia una semana para poder desbloquear el bono y pasar mi dinero a dinero real pero ellos me habian bloqueado las apuestas entonces no podia completar el bono!!!! Ok...tengo la suerte que el sistema me deja hacer apuestas de 5chf asi que hago 400chf en apuestas de 5chf. Mientras las apuestas se completan sigo jugando al casino y llego a la cifra de 9.500chf. Vuelvo a dejar el casino y esperar que termine el bono de completarse. Que pasó al final??? Que se completó el bono pero solo me dieron 500chf argumentando que en las condiciones del bono solo pueden pagar la cifra maxima de 5 veces el bono. Se supone que ellos me regalaron 100chf entonces maximo me pueden pagar 500chf. Yo tenia 9.500chf asi que me robaron en mi cara 9.000chf. Yo no se si es legal esas reglas abusivas de lo del bono pero lo mas importante de todo es que NO ME REGALARON NINGUN BONO. siempre jugué con mi dinero y cada vez que ingresé dinero ponia dinero real. He hablado con ellos y he pedido explicaciones y SOLAMENTE quiero que me muestren en que momento me regalaron el bono porque en mi sistema de apuestas o transacciones no aparece. Ellos me dicen que en el asstema de ellos aparece pero ES MENTIRA porque una vez una persona de allí me dijo una hora y minuto y otro trabajador me dijo otra asi que me estan mintiendo. Les he pedido por favor que me hagan un screenshot de lo que ellos ven pero me dicen que esta prohibido enviar screenshot. Realmente los voy a denunciar. Me han ROBADO 9.000chf.

Dear Hector,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. As you might know, our Forum Casino.Guru, deals with the complaints regarding online casinos only, not sports betting. However, since this issue seems to be related purely to an unwanted bonus, we will try to help you.

I have checked the possibility to deposit funds and redeem a bonus, and this is what I found https://betmaster.io/en/auth/pnp/zbanking:

https://betmaster.io/en/bonus-rules:

„If a user has an active bonus, withdrawal option will be disabled until the bonus wagering conditions have been met or the bonus has expired."

Could you please advise if you have tried to communicate a possibility to opt-out from any promotional offers with the casino prior to any bets were placed or have you chosen the "No bonus" option when depositing funds into your account? Could you please forward your bonus history to petronela.k@casino.guru?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Additional comments from the player:

"Hello good day.

The biggest problem in this case is that I NEVER played with bonus money. They never gave me the money. I always played with my personal money. Suddenly when I was 6500chf I realized that they had passed me the money to bonus money and I contacted the customer service because I was furious. It is obvious that I did not want any bonus and they did not give me the option of not playing the bonus but they told me that I had to play it yes or yes to be able to release the 6500 chf that I had accumulated. But it is important that it is clear that I got the 6,500chf in the casino with my money and later I raised the amount to 9,500 but they only paid me 500chf "

Additional comments from the player:

"Hola buenos dias.

El mayor problema en este caso es que yo NUNCA jugué con dinero del bono. Ellos nunca me ingresaron el dinero. Siempre jugué con mi dinero personal. De repente cuando tenia 6500chf me di cuenta que ellos me habian pasado el dinero a dinero de bonus y me comuniqué con atencion al cliente porque estaba furioso. Es obvio que yi no queria ningun bono y no me dieron opcion de no jugar el bono sino que me dijeron que lo tenia que jugar si o si para poder liberar los 6500 chf que yo tenia acumulados. Pero es importanre que quede claro que los 6.500chf los conseguí en el casino con mi dinero y posteriormente subí la cantidad a 9.500 pero solo me pagaron 500chf"

Thank you, Hector, for your reply. Could you please forward your bonus history to petronela.k@casino.guru?

Thank you very much, Hector, for providing all the necessary information via email. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Hector,

I’ll be taking care of your complaint from now on. I’ll try my best to resolve the issue.

I would like to invite Betmaster Casino to join this conversation.

Dear Betmaster Casino representative,

Please comment on Hector’s complaint and provide relevant proofs. You can forward any relevant information via e-mail. My e-mail address is andrej.p@casino.guru.

Dear Hector,

Has there been any news regarding the issue? Did you provide the casino with the requested information?

I’m extending the timer by 7 days. Kindly note that in case you don’t respond in the set time frame, I will have to reject your complaint.

Dear all,

Unfortunately, we’re forced to reject this case because Hector has stopped responding to our messages and questions. Therefore, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.