Betmaster Casino - Акаунтът на играча беше блокиран.

Hello, please help me with my thing. Betmaster.io is trying to steal my money. I was betting there, won something, i had about 1600€ there and wanted to withdraw. I went true verification procces and everything was going well. But then i received mail from them where they accused me from multiaccount and blocked my account and stole my money. I had only one account there. Its definitely not true what they are saying and now they dont want to talk with me anymore… i dont know what to do… please help me. Thanks!

Hello 10bnovotny,

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 if your account is already verified and if yes, since when exactly? Did you play sports betting only or casino games as well? When was the last time you spoke to the casino and what was it about? Did they clarify the reason of the block?

Looking forward to your answer.

Regards,

Nick

Hello, i was submitting all documents for succsesfull verification and was waiting for Final verdict and then receive this e-mail about multiaccount.

Both, but primary sports betting, won there on sports betting. No accepted bonuses or nothing like this…

i was asking for some evidence about multiaccount and today they sent me this e-mail-

Hello again, 

Thank you for your response. 

I am very sorry about this situation but please be advised that this decision was made by the Security Department based on the proof and evidence they have. There was a thorough investigation and based on it, your account has been suspended. Unfortunately, no additional information can be provided, however, the full response has been already shared with the previous Email. 

The decision is final and cannot be reconsidered. 

Hope for your understanding.

Your sincerely, 

Betmaster Complaints Handling Team

they dont want to talk with me, i dont know what to do. Please help

Something new please?

Thank you 10bnovotny for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Well thank you. I really need help, I still don't have the money and the account is blocked, for nothing

Dobře, děkuji. Potřebuji nutně pomoci, peníze stále nemám a účet zablokovan, kvůli ničemu

Hello 10bnovotny,

I'm Michal and I have taken over your complaint. 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.

Dear Betmaster Casino,

Please provide any supporting evidence of the multi accounts to my email michal.k@casino.guru

Hello,

We apologise for the delayed reply, we will provide the respective proof shortly.

Thank you!

Thank you for the response, Betmaster Casino. I have replied back to your email with additional questions to better understand the whole situation.

Dear 10bnovotny,

Just so you know, we are working on your complaint, but it is much more complicated than it appeared at the beginning. I will provide an update once the situation is cleared.

Ok thanks! Did they send you some evidence of what they saying? Because i dont believe they have some, i am sure that they are trying to scam me…

Dear 10bnovotny,

We did receive something, but I've asked the casino for additional information to better understand the whole situation. As mentioned above your complaint is much more complicated than it appeared at the beginning. I kindly ask for your patience. I will provide an update once the situation is cleared.

Good afternoon,

The proof was provided last week for your kind consideration.

We look forward to your comments.

Regards.

Something new???

Thank you for the response and the provided evidence, Betmaster Casino.

Dear 10bnovotny,

Sadly we have received evidence from Betmaster Casino that there were forbidden transactions between some accounts including your account and the same bets have been placed on the same matches which is in breach of the casino T&Cs as mentioned here:

D. ACCOUNT

11. Company operates on the basis of the assumption that each person logging into the system with the correct combination of username and password actually is the lawful Personal Account holder. It is in particular not permissible to make any transactions for the account of others, on the Personal Accounts of third parties, by forming syndicates of players or in conspiracy with third parties using frontman. Company reserves the right to close Personal Accounts, cancel transactions and retain the payment of funds if the player has made his account available to third parties, makes transactions on behalf of or in the name of third parties, in conjunction with third parties, in groups/syndicates of players by using frontmen, or by using impermissible software tools, or in violation of other provisions of the Agreement and/or the applicable laws and regulations. Company reserves the right to close any Personal Account of players at any time without giving any reasons.

12. ...Company reserves the right not only to close those accounts but also, at any time, to cancel any transactions (bets, wagers), to exclude the player from participating in further games and call in any free money credited. Company further reserves the right to cancel any transactions, refuse all pay-outs, exclude a player from placing bets/the participation in a game and/or block the player's Personal Account if there is a justified suspicion of an event or a bet placed being manipulated/rigged, or a suspicion of circumventing the maximum win/stake, using frontmen, acting as frontman for a third party or acting on a third party's account.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. 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 and we will try our best to help.

Best regards

Michal