Betmaster Casino - Hráčův účet byl zablokován.

I opened my Betmaster account. I used the welcome bonus. After finishing the rollover, I tried to withdraw but couldn't because I made the deposit in bank slip. I sent all necessary and requested documents and photos for account approval. They asked me to make a new deposit via astropay to release my account for withdrawal. I made the requested deposit. Still, they didn't approve my account for withdrawal asking for more time or repeated photos.

Suddenly they blocked my account, claiming to use multiple accounts. I do not and have not had more than one account and I have not used the site in bad faith at any time. But the site unilaterally stole my balance.

Abri minha conta no Betmaster. Utilizei o bônus de boas vindas. Após terminar o rollover, tentei sacar mas não conseguia pois fiz o depósito em boleto bancário. Enviei todos os documentos e fotos necessários e solicitados para aprovação da conta. Eles me solicitaram que fizesse um novo depósito, via astropay para liberar minha conta para saque. Fiz o depósito solicitado. Ainda sim, não aprovaram minha conta para saque pedindo sempre mais tempo ou repetidas fotos.

De repente, bloquearam minha conta, alegando uso de múltiplas contas. Não tenho e não tive mais de uma conta e não fiz uso de má fé com o site em nenhum momento. Mas o site de forma unilateral roubou meu saldo.

Hello leandroacf,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Betmaster Casino. Alloe me to ask you a few more question before we would try to contact the casino.

Are you aware if anyone from your household is playing in Betmaster Casino? Isn't there any possibility that you have previously created an account there in the past and just forget about it? Is your account closed or are you able to login there? When was the last time the casino communicated with you?

Also please send us any relevant proof or communication with the casino to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick

Hi!

There's no one in my house playing.

I just created this account.

They won't let me log in.

Their last communication with me was in May this year, transcribed below:

Hi!

Please be advised that our Security Department found additional accounts registered by you in our system. All accounts detected were blocked due to violation of the Terms and Conditions of our service (clause 1.4):

1.4. You can only have one customer account on this website. If you try to open more than one customer account, all accounts you try to open may be blocked or closed. Only one customer account for each home, device, IP address, financial instrument is allowed. The company may perform additional security checks to detect multiple accounts.

As per the Terms and Conditions, all detected accounts will be permanently blocked and funds lost.

You are not authorized to open any new accounts in our system. Please note that every newly detected account created by you in our system will be closed and all funds lost. Sean submitted this

Olá!

Não tem ninguém na minha casa jogando.

Só criei esta conta.

Não me deixam fazer login.

A última comunicação deles comigo foi em maio deste ano, transcrita abaixo:

Olá!

Informamos que nosso Departamento de Segurança encontrou contas adicionais registradas por você em nosso sistema. Todas as contas detectadas foram bloqueadas devido à violação dos Termos e Condições do nosso serviço (cláusula 1.4):

1.4. Você pode ter apenas uma conta de cliente neste site. Se você tentar abrir mais de uma conta de cliente, todas as contas que você tentar abrir podem ser bloqueadas ou fechadas. Apenas uma conta de cliente para cada casa, dispositivo, endereço IP, instrumento financeiro é permitida. A empresa pode realizar verificações adicionais de segurança para detectar várias contas.

De acordo com os Termos e Condições, todas as contas detectadas serão permanentemente bloqueadas e os fundos perdidos.

Você não está autorizado a abrir nenhuma nova conta em nosso sistema. Por favor, note que cada nova conta detectada criada por você em nosso sistema será fechada e todos os fundos perdidos.Sean enviou isso

Thank you leandroacf for providing additional information regarding the case. I will now forward your complaint to my collegue Viliam who will be assisting you from now on.

Wish you best luck.

Regards,

Nick

Hello leandroacf,

I looked at your complaint and will do my best to help you. I would like to invite Betmaster Casino into this conversation. Casino, can you please specify why did you block the player’s account?

We would like to ask the Betmaster 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.

We’ve reopened this complaint as per the Casino’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.     

Dear leandroacf,

Casino has provided evidence that you have multiple accounts which is forbiddenen.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.