Betmaster Casino - Der Spieler wurde beschuldigt, mehrere Konten eröffnet zu haben.

The casino's security team claims I created multiple accounts and suspended my account. This is not true. I had € 2890 in the account from winnings that I had won with the help of a deposit bonus. The bonus conditions were met and the € 2890 had already been converted into real money. After a long back and forth with support, I had uploaded all the necessary documents for the KYC and suddenly my account was blocked. Betmaster only reimbursed me for the € 1266 I deposited. I tried several times to clarify the matter with the support and asked for evidence of the existence of multiple accounts. I only got the answer again and again that this was a decision by the security department and that the support had no influence on it and that communication with security was not possible.

Das Security Team des Casinos behauptet, ich hätte mehrere Accounts erstellt und hat mein Konto gesperrt. Dies ist nicht wahr. Ich hatte 2890€ auf dem Konto durch Gewinne, die ich mit Hilfe eines Einzahlungsbonus gewonnen hatte. Die Bonusbedingungen waren erfüllt und die 2890€ waren bereits in Echtgeld umgewandelt. Nach langem hin und her mit dem Support hatte ich alle nötigen Dokumente für die KYC hochgeladen und auf einmal war mein Konto gesperrt. Betmaster hat mir lediglich die 1266€ zurückerstattet, die ich selbst eingezahlt hatte. Ich habe mehrmals versucht die Sache mit dem Support zu klären und nach Beweisen für das Vorliegen mehrerer Accounts verlangt. Ich kriegte lediglich wieder und wieder die Antwort, dass dies eine Entscheidung des Security Departments sei und der Support keinen Einfluss darauf hätte und Kommunikation mit Security nicht möglich sei.

Dear Niklas,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Hello,

Thank you for your reply. My girlfriend has access to my computer next to me. She assured me that she did not create an account. Of course, I sometimes have guests who then have access to my WiFi. It is of course possible that someone then created an account, but I think that is very unlikely.

Hallo,

vielen Dank für Ihre Antwort. Meine Freundin hat neben mir Zugriff auf meinen Computer. Sie hat mir versichert, dass sie keinen Account erstellt hat. Ich habe natürlich auch manchmal Gäste, die dann Zugriff auf mein W-LAN haben. Es kann natürlich sein, dass jemand dann sich einen Account erstellt hat, aber das halte ich für sehr unwahrscheinlich.

Thank you very much, Niklas, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Niklas,

I 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.

Hello,

We would like to provide evidence which proves registration of more than one account in our system which is a violation of the T&Cs:

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.

Please kindly provide email where we could send the proof available.

The customer has been refunded the remaining part of his deposited funds, the rest of the funds has been forfeited.

Kind regards.

Hello,

niktjawalla922@gmail.com is my email address.

Hallo,

niktjawalla922@gmail.com ist meine E-Mail-Adresse.

Hi all,

Thank you for your replies.

Dear Betmaster Team,

You can send the evidence to my email address: peter.m@casino.guru

Hi,

The evidence has been already provided to the mentioned email.

Please kindly check it out.

Thank you.

Hello to Casino Guru,

Have you received the "evidence"? Could you please forward it to me?

Best regards

Hallo an Casino Guru,

Sind die "Beweise" bei Ihnen eingegangen? Könnten Sie mir bitte weiterleiten?

Beste Grüße

Hi all,

Sorry for the late reply. I received the email and had a look at the evidence. I would like to ask you for more detailed proof since we didn't really find out much from the screenshots. It would be great if you could elaborate on that and show us some more details, thank you.

Thank you Betmaster Casino team for the detailed explanation and evidence.

Dear Niklas,

Unfortunately, the evidence from the casino strongly suggests that multiple accounts were used. I'm afraid if this is the case, there is not much we can do.

I can hardly imagine that. Please convey the so-called evidence to me.

Das kann ich mich schwer vorstellen. Bitte übermitteln Sie mir die sogenannten Beweise.

Hi Niklas,

I asked the casino rep if I can provide you with the evidence. The casino refused because they don't want any other player to mimic the situation which makes sense. I'm afraid I can't help you with this one. If you are not satisfied with the result, I recommend you to turn to the Curacao gaming authority and submit a complaint to them (certria@gaminglicences.com).

Best regards,

Peter