Betmaster Casino - Hráčovy bonusové výhry byly zrušeny.

Good afternoon,

I deposited € 150 last week and I was automatically credited with € 150 in a bonus account. Of MY 150 €, I went on betting and all bets won went to the bonus account.

Now the € 150 was charged by the user, in this case me, and the profits from that profit should be the user's.

When I questioned the support, I was told that I would have to bet € 1500 in order to unlock the € 150 bonus, and if I did not make the credits from the bonus account they would be withdrawn. So far so good. because he was either rolling over € 150 or not being entitled to bonus funds.

So I went to bet MY money and all the profit, including MY 150 € went to the bonus account. From MY 150 € I made a profit of € 254.74, which would make me have MY € 304.74 on my side, not from Betmaster!

Today, the day that the bonus conditions expired, to my amazement I see that all MY money and MY profits were withdrawn as well as the bonus credit (the latter, yes, well withdrawn)

Briefly I request that MY money and MY profits be returned to me, because that money is not part of any bonus, but is mine, deposited by me, from an account of mine and mine belonging to me!

Boa tarde,

Eu depositei 150€ na semana passada e automaticamente foi-me creditado 150€ numa conta bônus. Dos MEUS 150€, fui fui apostando e todos as apostas ganhas passaram para a conta bônus.

Ora os 150€ foram carregados pelo utilizador, neste caso eu, e os lucros provenientes desse lucro deveriam de ser do utilizador.

Quando questionei o suporte disseram-me que teria de apostar 1500€ para poder desbloquear os 150€ de bónus, e caso não fizesse os créditos da conta bônus seriam retirados. Até aqui tudo bem. porque ou fazia o rollover dos 150€ ou não teria direito aos fundos de bônus.

Assim fui apostando o MEU dinheiro e todo o lucro, incluindo os MEUS 150€ passaram para a conta bônus. Dos MEUS 150€ consegui um lucro de 254.74€, o que faria eu ter do MEU lado 304.74€, dinheiro meu e não da Betmaster!

Ora hoje, dia que expirava as condições de bónus, para meu espanto vejo que todo o MEU dinheiro e os MEUS lucros foram retirados assim como o crédito de bônus (este último, sim bem retirado)

Resumidamente solicito que o MEU dinheiro e OS MEUS lucros me sejam devolvidos, porque esse dinheiro não faz parte de nenhum bônus, mas sim é meu, depositado por mim, de uma conta minha e a mim pertencente!

Dear Daniel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the casino website, and this is what I found https://betmaster.io/en/offers/a055/policy:

"100% up to $160 first deposit bonus on Sports T&Cs

Once a player receives the bonus, in order to withdraw winnings from this bonus, he/she must wager the bonus 10 times."

Do I understand correctly that this complaint is sports betting related?

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 for your understanding.

Best regards,

Petronela

Dear Daniel,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.