Betmaster Casino - Der Spieler kann eine Auszahlung nicht verarbeiten.

I won 15,900 euros at Betmaster casino. I sent them the information for account verification, but they refused for the reason that I supposedly have another account, and normally I have deposited money into that account several times. I don't remember him having any other account at all. Is there a possibility to solve this problem? It said that the online verification was successfully completed.

Osvojio sam 15 900 eura u Betmaster casinu. Poslao sam im podatke za verifikaciju računa, ali su odbili iz razloga jer navodno imam još računa, a normalno sam uplatio novce na taj račun više puta. Ne sjećam se da uopće imao još neki račun. Postoji li mogućnost da se riješi taj problem? Pisalo mi je da je online verifikacija uspješno orađena.

Hello BokiSps,

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 is your account verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about - did they provide any evidence of account multiplicity?

Looking forward to your answer.

Regards,

Nick

Hello, 5 days ago I was told that I was verifying my account, I didn't use any bonus, and the last time I talked to them was 2 days ago regarding verification, and they didn't mention anything about it at all.

Pozdrav,prije 5 dana mi je pisalo da je racun verificiram,nikakakav bonus nisam koristio a zadnji put sam s njima razgovarao prije 2 dana vezano za verifikaciju,i nisu mi uopce spominjali nista vezano za to

Hello BokiSps,

If your account being verified, please keep in mind that it might take up to 14 days after forwarding all the requested documents to the casino.

Please do as the casino advises and let us know if it would take longer than the recommended time frame.

Well, I sent everything for verification when they rejected me and said that I have another account at the IP address and now I can't enter the casino at all anymore, it's not a small amount that it's just like removing the account, I don't think they're right because they allowed me to pay all the money

Pa ja sam poslao sve za verifikaciju sli su me odbili i rekli da ja imam jos jedan racun na IP adresi i sad više ne mogu uopće ući u casino,ne radi se o malo iznosu da je to samo tako ukloniti račun mislim da nisu uredu jer su mi dopustili da uplatim svoj novaca

Hello BokiSps,

Can you please advise if you do own multiple accounts or anybody else from your household owns an account there.

I don't know that I have any other account and neither does anyone in my household, and I'm sure that I haven't tried to verify myself anywhere

Ja ne znam da imam neki drugi račun a i niko u mojem kućanstvu a siguran sam da se nisam nigdje pokušao verificirati

Thank you BokiSps for all information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

They allowed me to deposit money more than once and they allowed me to play until I won a larger amount of money, and now the problem is to pay it off, I have not verified myself anywhere except there, these are not small amounts of money and if necessary I will also hire a lawyer

Dopustili su mi da uplatim novce više puta i dopustili su mi da igram sve dok nisam osvojio veću količinu novca,i sad je problem to isplatiti,ja se nigdje nisam verificirao osim tu,to nisu mali novci i ako treba angažirat ću i odvijetnika

Hello, BokiSps,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Betmaster Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Betmaster Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to unblock the account and withdraw? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Good day,

The reply with the corresponding proof was sent to branislav.b@casino.guru.

Unfortunately, the customer violated the company's T&C by creating multiple accounts to take advantage of promotions.

Regards.

I didn't take that bonus so that it can be said that I used something, and if it doesn't work out this way, Casino Betmaster will go to court and I'll put everything on TV

Ja nisam uzeo taj bonus da se meni može reći da sam iskoristio nešto a ako ne bude išlo na ovaj način Casino Betmaster će ići na sud i stavit ću sve na TV

And if the casino doesn't have the money to pay that money, then let them write like that and not embarrass themselves like this

A ako casino nema novaca da isplati te novce onda neka tako napišu a ne da se ovako sramote

Thank you for your email and the details provided, Betmaster Casino team. Could you please look at my last email regarding this case and provide me with the additional data?

Dear BokiSps,

I was provided with sufficient evidence supporting the casino's claims of 3 connected accounts.

In the meantime, while I will wait for the casino's response and additional data, I would like to comment on one of your previous posts and ask you a few questions to clarify the situation.

The casino allowed you to deposit more than once, to play, and you have not been verified anywhere else except for this disputed account - if there were other accounts created and even the casino's bonus offer was abused and used more than once, which is strictly prohibited in online casinos, and if the verification was not completed on these accounts, the casino was not able to identify this fact earlier than you requested a withdrawal and/or started the verification process. If you made more deposits before but did not manage to win, we are talking about a common situation, and you simply lost them by playing in the casino, that is all. However, not passing KYC on other accounts does not mean that you could have created multiple accounts and/or abused the casino's bonus offer, nor does it mean that you have not violated the casino's terms and conditions.

What type of games did you play in the casino the most? What was the reason for creating more than 1 account? Or, can you please explain how it is possible that there are data matches between your and 2 other accounts (created on January 22, 2023, and April 16, 2023)?

Can you please send me the email or communication from the casino where they informed you that the verification had been successfully completed?

Feel free to use my email (branislav.b@casino.guru).

Looking forward to hearing from you.

Those accounts could be opened by anyone, and I verified myself with mario************@gmail.com

I played a crayz time game and got a questionable amount in it

Te račune je mogao otvoriti bilo tko,a ja sam se verificirao sa mario*************@gmail.com

Igrao sam crayz time igru i u njoj dobio sporan iznos

Dear BokiSps,

They could have been created by anyone, but it was obviously not the case here, and it would be likely impossible to prove something else. The evidence is really clear and undisputable in this case. The irrelevance of claims about verification of only the disputed account was explained in my previous post.

After gathering all the necessary information and data, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts registered and used by 1 person and bonus abuse. We are talking about industry-standard rules that forbid more than 1 account and 1 bonus per player. There is sufficient evidence indicating you registered 3 accounts in the casino and used the same welcome bonus offer on each of them. You are not entitled to the winnings obtained in this way. The casino acted correctly and in accordance with its terms and conditions.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you, Betmaster Casino team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru