Betmaster Casino - Igrač nije u stanju da povuče svoj balans.

When you try to apply for a withdrawal,

I was told that there was still a wagering requirement of 800 EUR.

(This was imposed by the casino after the fact).

I then placed a wager of 800EUR,

The casino claims that I did not wager.

(Transaction proves it)

They are likely continuing to add fictitious wagering requirements and refusing to withdraw the money.

I request an investigation.

Hello andandjonnyx,

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? What kind of bonus did you use and what was it's initial wagering? When was the last time you spoke to the casino and what was it about?

Can you please forward your deposit/bonus and betting history to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

KYC has already been completed.

We have used the bonus in the past but were unable to cash it in and it has expired and disappeared.

I then tried to deposit and withdraw with real money,

I was told that I needed to place an additional wager because my play was low risk.

That would be $800.00.

I have had many conversations with the casino, but the conversation is not going well.

I am forwarding my deposit/withdrawal history and some of my wagers.

Hello andandjonnyx,

Can you please forward your bonus, betting history and the link of the bonus you used to the same e-mail address? It the wagering requirement visible somewhere?

There is no such thing.

It is all real money and there are no wagering requirements.

The casino set the wagering requirements behind the scenes.

Therefore, we do not know any of the remaining bets or the percentage reflected.

Wager after wager is added to the wagering requirements.

Thank you andandjonnyx for all the information provided so far. As we will need more details from the casino, your complaint will be now forwarded to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello andandjonnyx,

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 and participate in the resolution of this complaint.

Dear Betmaster Casino,

Can you please provide more information regarding the case? What is the reason for applying wagering requirements to real money?

Thank you.

Kind regards,

Tomas

Casino as my bet is low risk,

I have set additional real money wagering requirements.

But that is because it does not show up as a system,

The remaining wagering requirements and the percentage of the wager are unknown.

In fact, right after the casino told me I needed to wager $800.

I played 1000 rounds of $0.8 slots.

But I am told that the wagering requirement is still there.

There is nothing we can do about it here.

Hello Tomas,

Could you please provide your Email where we could send more detailed explanation on the situation.

We look forward to your reply,

Best regards.

Sure. Here's my email address: tomas.k@casino.guru

Please let me know once you send the information. Thank you.

Kind regards,

Tomas

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.

Hello andandjonnyx,

I'm currently investigating your case with the casino's representatives and will inform you about the result soon.

I will now extend the timer for additional 7 days for the casino as I'm waiting for more evidence.

Kind regards,

Tomas

Dear andandjonnyx,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions. The casino acted correctly.

Sorry that we couldn't 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 resolution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you for using the Casino Guru complaint resolution centre.

Best regards,

Tomas