Betmaster Casino - Račun igrača je blokiran.

I had 400 mBTC on my Betmaster account. One day after playing in the live casino and winning nearly 300 mBTC, Betmaster closed my account without any explanation.

I tried to contact live support many times but the always said me that they can't tell me a reason for the closure.

Dear Denise,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you accumulated your winnings with or without an active bonus? Was your account fully verified in the past? Could you please advise how long ago you have registered your account?

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 Petronela!

Before winning 390 mBTC in the Live Casino I had 400 mBTC on my Betmaster account without any active bonus.

I sent all the requested documents for the KYC verification to the Betmaster security team more than 2 weeks ago, but I haven't received an answer by them since then.

I opened my Betmaster account on December 25th, 2020.

Best wishes,

Denise

Thank you very much, Denise, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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.

Hello Denise,

I looked at your complaint and will do my best to help you. I would like to invite Betmaster Casino into this conversation. Can you please specify why did you block player’s account?

We would like to ask the Betmaster 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’.

There is an update, Betmaster responded the following:

"I have reviewed your complaint and see that unfortunately we can't provide services to you any more according to the company's T&Cs (clauses have been specified below).

We have received a report from the game provider related to suspicious gaming patterns detected on the customer's account, based on which the Company has used the right to stop rendering its services to the customer. The deposited amount has been returned to the customer's crypto wallet (the confirmation has been attached). According to the company's T&Cs:

4.8. The Company may unilaterally terminate this Agreement without a preliminary notice to the Client by canceling all registered Bets and closing the client account, if the Company has grounds to believe that the Client violates any provisions of this Agreement or commits, or attempts to commit, any illegal actions.

4.9. The Client is prohibited from using any devices such as robots or other artificial assistants, external programs or mathematical techniques or any manipulative strategies that distort normal gameplay and give the Client an unfair advantage and do not leave place for chance (especially in roulette games). Any such assistance will be considered by the Company as fraud and unfair gameplay which means that the Company has the right to to close the Client’s Account and forfeit available funds.

4.10. After this Agreement is terminated, provided the Client is not engaged in any unlawful activities or attempts thereof, the funds free from any liabilities to the Company or other third parties shall be returned from the client account to the Client by any means convenient for the Company.

4.11. The Company has a right to terminate this Agreement without a preliminary notice and without giving additional explanations, then available funds on the balance free from any liabilities to the Company or other third parties will be paid out to the payment system used for depositing or any other at the sole discretion of the Company."

They sent me back my initial deposit (250 mBTC) which means I am still missing 540 mBTC. When I asked them to tell me which game provider they are talking about and to send me a copy of the report, they denied and said that this "information is strictly confidential" (although it is only related to my account).

It is okay if they decide to not provide services to me anymore, but it is unacceptable to steal 540 mBTC from my account without any documented reason.

Hello,

I am sorry for situation occurred.

However, I would like to draw everyone's attention that the customer in question complained to the company's Regulator (Curaçao eGaming) as well and the complaint was rejected by the Regulator based on the provided evidence on suspicious activity received from the game provider. Since this information is strictly confidential according to the agreement with the game provider, we could not share it with the customer, but only with the Regulator. They found evidence sufficient and closed the complaint.

According to the report received we had to stop providing services to the customer in question. The deposited amount was successfully returned. The customer is not allowed to register any new account in our system.

Kind regards,

Dear Casino,

please provide mentioned evidence to my email address: viliam.v@casino.guru.

Dear Betmaster Casino!

How can this information be confidential if it is only concerning my personal Betmaster account? Why don't you send me a copy of the report with all confidential data covered?

Please note that I had Skype calls with both game providers I used at your casino (Evolution Gaming & Pragmatic Play). Both confirmed to me that they don't send these kind of reports about "suspicious gaming patterns" to their customers. Also "suspicious gaming patterns" is just an empty accusation, you didn't even tell me what I did wrong to break your T&Cs. Please specify!

Best wishes,

Denise

Hello,

According to the clause 4.11 of the company's T&Cs every user personally has the right to agree or not to when register an account in our system:

4.11. The Company has a right to terminate this Agreement without a preliminary notice and without giving additional explanations, then available funds on the balance free from any liabilities to the Company or other third parties will be paid out to the payment system used for depositing or any other at the sole discretion of the Company.

All the deposited funds have been successfully paid out.

We will provide the requested evidence to viliam.v@casino.guru.

Kind regards,

Dear Denise,

Casino provided the mentioned evidence and it's obvious that in the account was suspicious activity.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. 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.