Betmaster Casino - Das Spielerkonto wurde gesperrt.

Hello! I registered with this office. In general, everything was fine. It is convenient to install and the support is responsive. But as soon as I won 55,000 thousand rubles. They asked for documents. I sent a photo of the passport and with the passport against the background of correspondence with them. it takes about 5 days. They said to send another photo with a passport against the background of the transaction (but why? If I already sent a photo against the background of your website with correspondence) Well, okay, I sent everything I asked. I'm waiting for about 5 days. And I can't log into my account - the account is blocked. I am writing to support. They write to me the answer: "Your gaming account was blocked due to suspicion of unfair play that violates the rules established by our office." I didn't break anything, I made regular bets on football. I was just having fun at the bets. I have one account. This is the first time I come across this. I think the betmaster office is not bad. Relatively fast verification, the support service is responsive. Things are good. They just took my money. Perhaps some kind of error? Everyone is wrong, and even the security service. At least the deposit would have been returned, but here everyone took 51700 rubles.

Help me to understand!

Thank you in advance.

Stanislav.

Здравствуйте! Зарегистрировался в этой конторе. В целом, все устраивало. Удобно ставить и поддержка отзывчивая. Но как только я выиграл 55000 тыс рублей. Попросили документы. Выслал фото паспорта и с паспортом на фоне переписки с ними. проходит около 5 дней. Сказали выслать еще фото с паспортом на фоне транзакции (только зачем? Если я и так выслал фото на фоне вашего сайта с перепиской) Ну да ладно, выслал все что просили. Жду около 5 дней. И не могу войти в свой счет — заблокирован аккаунт. Пишу в поддержку. Мне пишут ответ: «Ваш игровой счет был заблокирован в связи с подозрением в нечестной игре, нарушающей правила, установленные нашей конторой». Я ничего не нарушал, делал обычные ставки на футбол. Просто развлекался на ставках. Счет у меня один. Впервые с таким сталкиваюсь. Считаю,что контора бетмастер неплохая. Относительно быстрая верификация, служба поддержки отзывчивая. Все хорошо. Вот только мои деньги забрали. Возможно ошибка какая-то? Все ведь ошибаются, и даже служба безопасности. Хотя бы депозит вернули бы, но тут все забрали 51700 р.

Помогите разобраться!

Заранее благодарю.

Станислав.

Dear Станислав,

Thank you very much for submitting your complaint. As you might know, our forum Casino.Guru, deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to a sports betting. I can contact the casino on your behalf and try to get some more information, but at the same time, I will be forced to reject your complaint. If it is convenient for you, we can continue our communication through emails. My email address is petronela.k@casino.guru. Please let me know how you would like to proceed.

Thank you very much for your understanding.

Best regards,

Petronela

You can communicate here. If there is a response from the casino, would you write here?

Можно здесь общаться. Если будет ответ от казино, вы сюда напишите?

We can continue our communication via emails. This complaint will be rejected. Could you please advise how you wish to proceed?

Let's continue our communication by mail.

Давайте продолжим по почте общение.

Thank you very much, Станислав, for your email. Since you have confirmed that the issue is purely related to sports betting, I’m afraid we won’t be able to help you.

I’m truly sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. As I mentioned earlier, since we don’t have a branch dealing with sports betting yet and enough insight to take on this kind of dispute or judge it appropriately, we are forced to reject your complaint at the end. I really wish I were of more help.

I contacted the casino requesting more information and will continue our communication via emails.