Refund or withdrawal taking way too long

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Casino Masters management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Hi DOULEUR,

Understanding your Frustration, Kindly find clause 29.1.5 in full where it clearly states that

In requesting self-exclusion, You agree to provide full and accurate personal details, now and in the future, so Your access/use of the Website and Services can be restricted. If You do choose to self-exclude, We will use all reasonable endeavors to ensure we comply with Your self-exclusion. However, in agreeing to self-exclude, You accept that You have a parallel obligation not to seek to circumvent the self-exclusion. Accordingly, We have no responsibility or liability for any subsequent consequences or losses howsoever caused that You may suffer or incur if You commence or continue to gamble through additional online accounts where You have changed any of the registration details or You provide misleading, inaccurate or incomplete details or otherwise seek to circumvent the self-exclusion agreed. If you self-exclude on a website operated by Genesis Global Limited, the self-exclusion will only apply to the website specified upon confirmation. If you would like to self-exclude on all Genesis Global brands, you can do so by contacting Customer Support via Live Chat. For UK players, if you self-exclude on a website operated by Genesis Global Limited, it will apply to all other brands. As a self-excluded player, you should not open another account with any other website during the time period you selected. Should you open another account with a website operated by Genesis Global Limited, we reserve the right to immediately close it, without prior notification and void any winnings. Any remaining real money balance will be refunded but will be subject to an administration fee of up to 10%.

Kindly find the full Terms and Conditions Here: https:­//w­ww.c­as­ino­mas­ter­s.c­om/­en-­eu/­ter­msa­ndc­ond­itions

Should you have any other queries do not hesitate to contact us.

Regards,
Casino Masters Team

The money was not tied to any bonus. I had 90 euros on my real balance.

Here you state:
29.1.6. If a player self-excludes their account, any real money funds that are not attached to any bonus, free spins or promotional offer will be refunded back via the method used to deposit originally. Where this method is no longer available, players will need to click here to arrange an alternative method for their refund. A standard processing fee will be applied.

My funds were not tied into bonus amount ao according to your own terms the full balance should be refunded minus the fee in clause 29.1.5.

Clause 29.1.5 states:

"Any remaining real money balance will be refunded but will be subject to an administration fee of up to 10%."

I will wait for the full refund.

Best regards,
Rasmus

Hi DOULEUR,

We have looked into into your account and can see that you are currently registered as self excluded on one of our Sister Casino's

Due to this we have refunded the amount of 20 euro back to your payment method which is the total amount of deposits that were made on your Casino Masters Account.

Kindly refer to our Terms and Conditions here (Specifically Clause 29.1.5): https:­//w­ww.c­as­ino­mas­ter­s.c­om/­en/­ter­msa­ndc­ond­itions

Should you have any other queries do not hesitate to contact us, we are more than happy to help.

Regards,
Casino Masters Team