Betmaster Casino - La cuenta del jugador ha sido bloqueada.

Hello,

I played the Wednesday promotion at betmaster and won!

Then I tried to withdraw my winnings. The payout was initially rejected on the grounds that extended verification was necessary. I was then asked to submit all sorts of documents and pictures to confirm my identity.

I always did this as quickly as possible. After about a month of waiting, my account was blocked.

Allegedly due to multiple accounts.

This is an insolence. I definitely only have one account with Betmaster and only accessed the site from a few devices! Therefore, there can be no reasonable explanation as to why I am not allowed to withdraw my winnings and my account has been blocked.

I would be very happy if the Casino Guru team supports me in this matter and if this error can be cleared up quickly.

Thanks very much

Kind regards

Hallo,

ich habe bei betmaster die Mittwochsaktion gespielt und gewonnen!

Danach habe ich versucht meinen Gewinn auszuzahlen. Die Auszahlung wurde zunächst abgelehnt, mit der Begründung, dass eine erweiterte Verifizierung nötig sei. Daraufhin sollte ich allerlei Dokumente und Bilder einreichen um meine Identität zu bestätigen.

Dies habe ich immer wieder schnellst möglich getan. Nach mittlerweile etwa einem Monat warten wurde mein Account gesperrt.

Angeblich aufgrund von Mehrfachaccounts.

Dies ist eine Frechheit. Ich habe definitiv nur einen Account bei Betmaster und auch nur von wenigen Geräten auf die Website zugegriffen! Daher kann es aus keine vernünftige Erklärung geben, weshalb ich meine Gewinnen nicht auszahlen darf und mein Account gesperrt wurde.

Ich würde mich sehr freuen, wenn das Casino-Guru-Team mich in dieser Angelegenheit unterstützt und dieser Fehler schnell aufgeklärt werden kann.

Vielen Dank

Mit freundlichen Grüßen

Dear Henrikbm, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the T&Cs and I found this:

„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"

Is there any chance, that someone from your household or using the same IP address has also created an account at this casino?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

Looking forward to hearing from you.

Best regards, 

Kristina

Hello Kristina,

First of all, thank you for looking into my case.

With my IP no one can have legally registered with betmaster. Nobody from my household has registered there either. The only possibility would be that someone else from the apartment building I live in signed up, which is also unlikely. From my point of view it is therefore not possible that there is evidence of multiple accounts from me or my IP.

many thanks for the help

Kind regards

Henrik

Hallo Kristina,

erstmal vielen Dank, dass sie sich mit meinem Fall auseinandersetzen.

Mit meiner IP kann sich niemand Legal bei betmaster angemeldet haben. Auch aus meinem Haushalt hat sich niemand dort angemeldet. Die einzige Möglichkeit wäre, dass sich jemand anderes aus dem Mehrfamilienhaus angemeldet hat in dem ich Wohne, was auch unwahrscheinlich ist. Aus meiner Sicht ist es daher nicht möglich, dass es Beweise für mehrere Accounts von mir oder meiner IP gibt.

vielen Dank für die Hilfe

MfG

Henrik

Thank you very much for your reply, Henrikbm. Could you please advise whether you accumulated your winnings with or without an active bonus? Also, do I understand correctly that you have not received any confirmation regarding successful verification before the casino blocked you?

Hello Kristina,

I made my winnings with a bonus. I have completed this bonus. After that I wanted to cash out my winnings.

Before I started playing, I already fully and successfully verified myself with betmaster. When asked why my payout was canceled, I was asked for further verification and I have followed this please. I am also willing to verify myself personally in the form of a phone call or zoom meeting.

Thanks very much

Kind regards

Henrik

Hallo Kristina,

ich habe meine Gewinne mit einem Bonus erzielt. Diesen Bonus habe ich abgeschlossen. Danach wollte ich meine Gewinne auszahlen.

Bevor ich mit dem spielen begonnen habe, habe ich mich bereits vollständig und erfolgreich bei betmaster verifiziert. Auf Nachfrage, weshalb meine Auszahlung abgebrochen wurde, wurde ich um eine weitergehende Verifizierung gebeten und bin dieser bitte gefolgt. Ich bin gerne bereit mich auch persönlich in Form eines Anrufs oder Zoom-Meetings zu verifizieren.

Vielen Dank

MfG

Henrik

Thank you very much Henrikbm for your cooperation so far. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Henrikbm,

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 and to aid in the resolution of this complaint.

Dear Betmaster Casino,

The player has had their account closed due to having multiple accounts. Could you please respond and provide us with some evidence of this? It can be posted here or forwarded to my e-mail address, adam.m@casino.guru.

We would like to ask 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hello Henrikbm,

I have made contact with the casino via Skype and I am awaiting a further response. I will extend the timer once more to allow for this and will update you here when I receive more information.

Hello,

We apologise for the late response.

Unfortunately, the customer violated our company's T&Cs and registered more than one account in the system that is not allowed by the company's rules. At the moment the payment team is examining the ways on how to return the deposited funds to the customer. However, the winnings will be withheld.

We will provide the proof of multiple registration by email adam.m@casino.guru.

We apologise for any inconvenience caused.

Kind regards.

BM Team

Hello Betmaster Casino,

Thank you for your response, I will wait for your e-mail.

Hello Henrikbm,

The casino has provided evidence that you have more than one account linked to you by browser, device, and IP address. Can you think of some reason you may have opened more than one account on the same day?

Hello,

I really can't explain how this happened.

As far as I know I only created one account and definitely only played on one.

This could at most be an accident or a mistake, but I can't really imagine this...

I definitely only played on one account.

Could you show me which account it is if it was supposedly registered by my device?

this seems very odd to me.

I hope to see the evidence and clear up the situation.

Hallo,

eigentlich kann ich mir nicht erklären wie dies passiert sein soll.

Meines Wissens nach habe ich nur einen Account erstellt und definitiv nur auf einem gespielt.

Dabei könnte es sich höchstens um ein Versehen oder einen Fehler handeln, allerdings kann ich mir dies nicht wirklich vorstellen...

Gespielt habe ich definitiv nur auf einem Account.

Könnten sie mir zeigen um welchen Account es geht, wenn dieser angeblich von meinem Gerät registriert wurde?

dies scheint mir nämlich sehr skurril.

Ich hoffe darauf die Beweise sehen und den Sachverhalt aufklären zu können.

Dear Henrikbm,

This matter is still being discussed via e-mail and I am currently awaiting further information from the casino.

I will therefore extend the timer.

Dear Henrikbm,

The casino has provided evidence that you have registered multiple accounts. However, it has come to light that your account has only been used for sports betting. Unfortunately, we don't have a branch dealing with sports betting yet, but I can suggest three websites that do:

https://www.bookmakers.bet/submit-a-complaint/

https://www.top100bookmakers.com/contact-us/

https://www.sportsbookreview.com/sportsbook-complaint/

Please understand that we wouldn't be able to advise you correctly as we do not have enough insight into sports betting and so this complaint will be rejected.

I’m truly sorry I couldn’t be of more help.

Kind regards,

Adam