Betmaster Casino - La cuenta del jugador fue bloqueada.

I lost tens of thousands of euros at betnaster.io. In a cashback program I was credited with 2x5000 EUR. When I wanted to hand over the money, my account was blocked. When I contact support, they always answer until I give my details - after that no more. I documented everything.

Ich habe bei betnaster.io mehrere zehntausend Euro verloren. In einem cashback Programm wurden mir 2x5000,- EUR gutgeschrieben. Als ich das Geld abgeben wollte wurde mein Konto gesperrt. Wenn ich den Support kontaktiere wird immer geantwortet bis ich meine Daten nenne - danach nicht mehr. Ich habe alles dokumentiert.

Hello alexanderbmoser,

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 your account closed? Did they request documents from you for the verification and if yes, did you provide them? When was the last time you contacted the casino with this issue and did they respond to you?

Looking forward to your answer.

Regards,

Nick

Hello alexanderbmoser,

If your account got closed at 2020, I can imagine that the casino maybe no longer even has your details. Could you please advise when was the last time you communicated with them?

Hello alexanderbmoser,

Seems like a strange case after such long time. I believe that as long as you had any real money on your casino account, the casino should pay out the balance, please advise if you did have or not. Also did you receive any e-mail after they closed your account with an explanation? Please try to check if and if there is one, forward it to nikolas.b@casino.guru.

Hi Nick, since the day I wanted to withdraw the money, betmaster hasn't responded - as I said, everything is documented. I just sent you an email with all the replies I got back then.

Moin Nick, seit dem Tag als ich das Geld abheben wollte reagiert betmaster nicht mehr - wie gesagt ist alles dokumentiert. Ich habe dir gerad eine Mail mit allen Antworten die ich damals noch bekommen habe geschickt.

Hello alexanderbmoser,

Could you please advise if your balance at the time of the closure was entirely the cash back bonus or did you have real balance there too? Did you receive the bonus for playing casino or sports betting?

It was cashback due to my high deposits. However, my deposits were only so high because of the cashback program.

Es war aufgrund meiner hohen Einzahlungen ein cashback. Allerdings waren meine Einzahlungen nur so hoch, weil es das cashback Programm gab.

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

Wish you best luck resolving it.

Regards,

Nick

Hello alexanderbmoser,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Betmaster Casino to the conversation to participate in the resolution of this complaint.

Ok

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’.

Hello,

We have checked the provided information and see that the customer in question was playing with us in 2020. By decision of the VIP Manager, he was credited a cashback based on his gaming activity, at this time there were no personal funds on the player’s account balance. Unfortunately, at the same time, we received a notification from the payment provider that the player submitted a false chargeback request against all his deposited & lost funds to the bank stating false information that our company did not provide him any services and that he did not play with us at all.

According to our T&Cs:

8. The Company sometimes receives chargeback requests from issuing card providers in relation to Clients and Personal Accounts. This occurs when a Client claims that the relevant transaction was not undertaken by the Client. If this is claimed by you to your card provider, we have the right to suspend Personal Account whilst we investigate the chargeback. If a chargeback request is received, we will contact you to confirm the transaction / investigate the chargeback request. Reminders may be sent should the requested confirmation not be received. If we are unable to contact you, your Personal Account may remain suspended or be closed. Sadly, not all chargeback requests are valid and can, when made without basis, constitute a fraud / attempted fraud against the Company. In the case of invalid or false chargeback requests, we will close your Personal Account and freeze the funds.

On the basis of the T&C, the customer’s account was suspended for further investigation. The credited cashback by the company was deactivated.

Furthermore, the customer submitted various complaints to the company’s regulator asking for the regulator to assist in obtaining the deactivated bonus. However, after considering all the evidence provided by the company and the player (proof of deposits, gaming activity, chargeback request, etc), the regulator ruled in favour of our company and declined the complaint. The player keeps now damaging the company's reputation by defamation just because he has exhausted all legal remedies and cannot use any truthful arguments in complaints processes.

Regards,

BM Team

Thank you Betmaster Casino team for the explanation.

Dear alexanderbmoser,

Can you confirm that the statement from the casino is correct? If you made a chargeback of all your deposits purposely, I'm afraid, you are no longer eligible for any bonuses even winnings.

Good morning,

I can not confirm that.

Only when I do that

I couldn't bet or withdraw cashback, so I took action because I felt cheated and from that moment on I didn't trust betmaster anymore. Luckily I documented everything with screenshots and videos and this of course also shows the day on which I wanted to use the cashback - this is of course before the day of my attempted chargebacks. I've also been trying to get an overview of my deposits and withdrawals from Betmaster for months and will always state that I was never ignored as a customer. They simply do not react to various emails, although betmaster is obliged to send me this data according to the DSGVO regulation. Maybe it's all just a misunderstanding and betmaster proposes an agreement - that would of course close the case for me.

Guten Morgen,

das kann ich so nicht bestätigen.

Erst als ich das

Cashback nicht setzen oder abheben konnte, bin ich aktiv geworden, da ich mich betrogen gefühlt habe und ab diesem Moment kein Vertrauen mehr zu betmaster gehabt habe. glücklicherweise habe ich mit Screenshots und Videos alles dokumentiert und daraus geht dann natürlich auch der Tag hervor an dem ich das cashback nutzen wollte - dieser liegt natürlich vor dem Tag meiner versuchten Rückbuchungen. Ebenfalls versuche ich seit Monaten eine Übersicht meiner Ein- und Auszahlungen von Betmaster zu erhalten und werde dort immer wieder mit aussagen, dass ich nie Kunde war ignoriert. Auf diverse emails wird einfach nicht reagierst obwohl betmaster laut DSGVO Verordnung dazu verpflichtet ist mir diese Daten zu senden. Vielleicht ist ja alles nur ein Missverständnis und betmaster schlägt mir eine Einigung vor - damit wäre der Fall dann für mich natürlich auch abgeschlossen.

Thank you alexanderbmoser for your reply.

Dear Betmaster Casino team,

Could you please send relevant evidence supporting your claims to my email address (peter.m@casino.guru)? Sensitive information can be blurred out.

Thank you Betmaster for your email, I sent you some additional questions.

Dear alexanderbmoser,

If you have more evidence, you can send it to peter.m@casino.guru.

Hi Peter,

I have all the documentation from 2020 inc. Screenshots and videos sent via email. This clearly shows that the payout was not possible and I only tried to make the chargebacks afterwards. Since Betmaster is a reputable casino by its own admission, I can only imagine that, as I said, there was a misunderstanding and that I will still get my money.

Hallo Peter,

ich habe die die gesamte Dokumentation aus 2020 inc. Screenshots und Videos via Mail geschickt. Hieraus geht eindeutig hervor, dass die Auszahlung nicht möglich war und ich erst danach versucht habe die Rückbuchungen vorzunehmen. Da Betmaster ja aus eigener Aussage ein seriöses Casino ist kann ich mir nur vorstellen, dass es sich wie gesagt um ein Missverständnis gehandelt hat und ich mein Geld nun doch noch bekommen werde.

I received 2x €5000 cashback and was able to pay out the amount in one sum, even in smaller partial amounts and I was also unable to place bets. When I asked, I was only told that the payout is only possible after verification. When verification was complete, my account was simply blocked - see screenshots I sent you.

Betmaster's app was then called QBet

Due to the fact that I did not receive the payout, could not bet and suddenly my account was blocked, I initiated chargebacks at my bank. The reason I gave was that a service was not fulfilled, which is also true, since I could neither withdraw funds nor place bets.

I never received a decision from the supervisory authority. My bank only informed me that chargebacks are not possible for gambling and advised me to report it.

Ich haben 2x 5000€ Cashback erhalten und konnte den Betrag werde in einer Summe auszahlen , noch in kleineren Teilbeträgen und auch Wetten konnte ich nicht platzieren. Auf Nachfrage wurde mir nur gesagt, dass die Auszahlung erst nach Verifizierung möglich ist. Als die Verifizierung abgeschlossen war, wurde mein Konto einfach gesperrt - siehe Screenshots die ich dir übermittelt hatte.

Die App von Betmaster hiess damals QBet

Aufgrund der Tatsache, dass ich die Auszahlung nicht erhalten habe, nicht wetten konnte und auf einmal mein Konto gesperrt wurde habe ich bei meiner Bank Rückbuchungen eingeleitet. Als Grund habe ich gennant, dass eine Dienstleistung nicht erfüllt wurde, was ja auch stimmt, da ich weder Guthaben abheben konnte noch wetten platzieren konnte.

Eine Entscheidung von der Aufsichtsbehörde habe ich nie erhalten. Meine Bank hat mir nur mitgeteilt, dass chargebacks bei Glücksspiel nicht möglich sind und mir zu einer Anzeige geraten.

Dear alexanderbmoser,

We discussed your complaint internally and I'm afraid we won't be able to help you with this one. Firstly, you received 2x €5000 cashback from the casino which was kind of a loyalty bonus. Usually, these bonuses come with a wagering requirement. That is probably the reason why you weren't able to withdraw the funds right away. Secondly, you then made the chargeback, unfortunately, with a false accusation. The casino decided to take the loyalty bonus back. Considering all the circumstances, we are convinced that the casino didn't do anything wrong and the steps taken were legitimate. Normally, I would recommend you to contact the gaming authority, however, it already decided in favor of the casino. I'm afraid our hands are tied. I wish I could be of more help.

Best regards,

Peter