Betmaster Casino - El jugador ha sido acusado de abrir varias cuentas.

Hello I am really disappointed with this casino.

I registered on this casino and started betting normally. I was losing and winning, and I was depositing money and withdrawing my winnings normally.

21 days ago from today's date I withdrew the profits but they did not reach my account. I contacted support and they asked me to confirm my identity and I agreed to the site's policy and to confirm the identity of the customers because I read the site's terms and conditions and agreed to them.

I sent all the required documents: ID card, a photo with my ID, a receipt confirming my address, a Binance and BitGet account statement, a photo of me holding my phone with the live chat, and a photo of my last deposit.

I was betting normally and the verification was going normally and I was winning and losing but the win was more than 1300 USDT. On Friday, 2600 USDT and then I was banned from betting and I was only given casino games

After 21 days, I received an email today saying that I violated the site’s terms and conditions and that I have multiple accounts. This is completely untrue because I have one account that contains my personal information and one account in the family. My account is only open on my personal phone and I do not use the public internet. I use my SIM card’s internet only.

I have a screenshot to prove that my account was opened from one phone, which is my phone.

Also I didn't use any bonus I was betting my own money

I hope you will intervene to solve this problem. Thank you.

Dear Midou25,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• When exactly did you create your casino account? Do you currently have access to it?
• Which games did you focus on - slots, live casino, sports betting, etc.?
• Could you please clarify if you received any confirmation regarding successful verification?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I created my account at the beginning of April. April 5

Since yesterday I can't access my account

I used to bet on football, volleyball, tennis, basketball and slot games a lot.

After the first identity verification, I sent a photo of my ID, a receipt to confirm my address, and a live photo of my face. My account was successfully verified.

Thank you very much for your reply, Midou25. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I uploaded the pictures here and sent them to you via email.

As you can see after starting the verification process I was banned from betting more than $5 on sports and after sending all the documents and they did not find any reason or problem in my account I was allowed to bet again and I won $2800 I was banned from betting again and they accused me of having multiple accounts and this is completely untrue because there is no reason for me to have more than one account and you can check my IP address and my financial transactions everything is completely clear I just hope to get my rights back

I am very sure that I have only one account.

It is open on my personal phone with my phone number and email and contains my personal information: my name, surname, date of birth and address.

Thirdly, my bank accounts that I used for depositing also contain my personal information: my name, surname, phone number, email address, and residence address.

Fifth, I live alone and I do not have Wi-Fi at home. I always use 4G mobile internet for all my work and all my communications.

That's why I'm really surprised how they closed my account, confiscated my profits, and accused me of having multiple accounts

I also asked them to give me a verification report of my account so that I can defend myself, but they do not respond.

Everything is 100% clear. I hope to recover my rights and money and open a thorough investigation into this case. I can send information confirming that my phone did not connect to any Wi-Fi or that it was turned on and that I did not change my SIM card.

I also want to confirm that I own one phone and I have not changed my phone or SIM card for more than two years. I have one email address that I use for all my work and I have not used Wi-Fi anywhere. I do not have Wi-Fi at home and the phone is prohibited at my work and there is no internet at my workplace, so I am very surprised how they accused me of having multiple accounts.

Since opening an account on the site, I have not changed my phone, nor have I used any internet other than my phone’s internet, nor have I changed my SIM card, and I have been using the same phone and the same SIM card for more than two years.

This picture proves that my account was not opened anywhere else except on this phone and the same internet.

Thank you very much, Midou25, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Ok Thank you very much

Hello there,

Thank you Midou25 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Betmaster Casino for their help in resolving this complaint. Would it be possible to provide me with evidence of multiple accounts? You can forward any information to my email. (peter.c@casino.guru)

Thank you!

I contacted support again to find a solution to my problem in a friendly manner and with all respect for those who refuse to contact me and give the same answer every time. I asked them to speak with their business manager, but they refused.

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.

A lot of time has passed and they do not want to cooperate or answer. I contacted them via email and chat. Here at Casino Guru they do not respond. I hope to get my rights and I ask you to publish all the accusations that I have had multiple accounts so that everyone can see the truth.

I want all people to see the truth and thank you

Hello, I am waiting for the casino's response and I hope that everything will be done transparently and that everything will be published here so that all people can see the truth.

Let's see the credibility

Dear Midou25, I am trying to get in contact with the casino representatives through outside channels. I will keep you updated about any new developments. Thank you for your patience during this time!

I just want everything posted here the evidence and conversations with the casino and justification for my accusation of having multiple accounts so that all people can see the truth.

I also see that you gave the casino too much time.

As I see and everyone on the site sees, the casino has been taking a long time, more than 14 days, and they still ignore solving the problem, responding, or providing the humiliation that accuses me of having multiple accounts.

As everyone can see, the casino is unwilling to cooperate in resolving the issue. Why don't they provide evidence of the accusations they made against me about having multiple accounts? This is completely untrue, and I have all the evidence to prove that I only have one account.

The time limit has expired and I do not see any news or response from the casino. Is there an explanation for this?

Dear Midou25,

I have tried to contact the Betmaster casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try and contact them anyway, you can do so here: (https://www.gamingcontrolcuracao.org/contact) Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Betmaster Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Now I want the casino to send me evidence that I have multiple accounts and I want it to be published here so everyone can see the truth.

Hello,

Thank you for reopening the complaint so we could provide our perspective on the situation.

We have sent an email to "peter.c@casino.guru" with a detailed explanation.

Please review it and let us know if you have any further questions.

Kind regards.

After gathering all the necessary information, it came to light that your complaint was purely sports betting related, unfortunately, we don't have a branch dealing with sports betting yet. We wouldn't be able to advise you correctly as we don't have enough insight into sports betting, and we wouldn't be able to judge competently all the pros and cons, therefore, we have to reject your complaint.

Thank you for your understanding. If you run into any issues with this or any other casino regarding casino games in the future, don’t hesitate to contact us.

Best Regards,

Peter