Betmaster Casino - Hráčův účet byl zablokován.

Hello, I have been waiting almost 30 days to get my account verified, and today I received a message saying that my account is suspended and my money has been taken from me. 

First of all, I already spoke with my lawyer, and I am taking legal action against you because you are accusing me of something that I didn't do, and you are refusing to give me proof of any type of "fraud" as you say it and you stole my money. 

Okay, first, you are accusing me of multi-accounting. I created my account a few months ago, and I started playing on your platform one month ago. This is my only account on your platform, and I never even tried to create another account. I want you to show me proof of another account with the same name, email, phone number, birth date, household, device, IP, or something else...

Second, you are accusing me of violations of the terms and conditions of promotions. Can you point out exactly where I broke any rule or violated the terms and conditions of any offer? Every bet I made was according to the bonus terms and conditions. Never exceed the maximum bet amount, and never place bets that guarantee me profit from any promotion. I want you to give me proof and explain how I broke any promotion rule and violated bonus terms and conditions. 

Finally, you are accusing me of fraud, multiple accounts, and multiple entries, which violates any promotional terms and conditions. So, I already asked you to give me an explanation for the multiple accounts accusation, and now I want you to explain how exactly I committed any fraud when I sent all documents you required immediately without any delay and I already explained that I never broke any promotional rule, which I can prove. Also, what is that for multiple entries? Of course, sometimes I was using my account from my phone and sometimes from my PC. I highly doubt that you suspend every player for using his account from his PC and Mobile phone. Of course, the IP might be different when I log in from my phone because I use 4g mobile internet, and on my PC, I use my WiFi.

So, I will wait for an answer and explanation of how I violated any of these rules. If you refuse to give me this information and you steal my money, I believe I have a very high chance of winning this case in court. 

Thanks in advance!

Hello dimitarkanchev,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Betmaster Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? What kind of bonus did you use? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello @CasinoGuru,

When I created my account at BetMaster, I completed verification once, and after taking the welcome bonus, I was able to withdraw twice from their platform. 

After that, I decided to claim some reload offers as they have appealing for eye reload bonuses for some days of the week.

Their terms and conditions state that the maximum bet for every bonus equals the bonus amount. So, I never placed bets higher than the bonus amount, and I never placed bets that guaranteed me profit. 

However, from one of the bonuses, I ended up winning some bets, and my balance was 2200 EUR, and then I decided to withdraw after completing the bonus. They asked for additional documents like a selfie with the Live Chat visible on the screen, ID card, credit card, and bank statement for December.

I sent everything on the same day, December 18th. At first, they told me the verification would take up to 5 business days, and after that, they told me it could take up to 30 business days and even more. 

Now I don't know which documents were approved because, after almost one month, they just sent me a message saying they are closing my account for multi-accounting, suspicious activity, or multiple entries without giving any proof or reasoning. 

So the last time I spoke to the casino was yesterday, January 13th, and I was asking why my account was closed, and I wanted them to show me how exactly I broke any rule or how I violated terms and conditions. Of course, they told me they would not provide such information, and they don't want to tell me why I am accused of multi-accounting when there is no other account with the same email, IP, Name, household or phone number. 

I hope we can fix this and I can get my money back. I also want to advise the players reading this to NEVER open an account with this scam casino because at some point, you will never get your money. 

Thank you dimitarkanchev for all the information provided. I will now forward your complaint to my colleague Michal who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello dimitarkanchev,

I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Betmaster Casino to join the conversation.

Dear Betmaster Casino,

Can you please provide more specific information on how the player allegedly breached the terms and conditions? Please provide any supporting evidence to my email michal.k@casino.guru

We would like to ask the 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’ which may negatively affect its rating.

Hello,

Please be advised that we have provided all the proof to demonstrate multiple accounts creation and bonus hunting detected by our security team.

The bonus abuse is strictly forbidden in our system and leads to the suspension of all the accounts discovered:

1.4. You are allowed to have only one Client Account on this Website. If You attempt to open more than one Client Account, all accounts You try to open may be blocked or closed. Only one Client Account for each household, device, IP address, financial instrument is allowed. Company may perform additional security checks in order to detect multiple accounts.

3.4. The Company may cancel Transactions with persons who:

3.4.3. if it is determined that one of the betting participants has several gaming accounts (multiple registration), with the exception of the cases approved by the Company;

6.3.2. Fraud, multiple accounts, multiple entries, circumvention of measures to prevent fraud and/or unauthorized access/entry, participation which violates Promotional Terms are prohibited.

6.3.3. The Company reserves the right to exclude from Promotions any participant and to ban use of Company Website if the Company considers that a Client has tried to enter by using more than one accounts or engaged in any fraudulent or illegal activity (including activity that violates domestic laws) whether or not the Client would or might won a prize. The Company reserves the right to delete accounts and refuse to pay bonus/prize or other incentives of Promotions if the Client used multiple entries/accounts.

Regards,

BM Team

Dear dimitarkanchev,

We have received sufficient evidence from Betmaster Casino to agree with the casino's decision. After gathering all the necessary information, our complaint team reached the conclusion that Betmaster Casino management acted in accordance with their terms and conditions, and we are forced to reject this complaint.

If you run into any issues with this or any other casino in the future, do not hesitate to contact us, and we will try our best to help.

Best regards,

Michal