The player from Mexico had endured an extended verification process by the casino. Despite having already sent numerous documents, the casino had still asked for a PDF of a specific day's bank transactions. The player had believed that the casino was delaying her withdrawal. After she submitted the requested document, the player confirmed that the verification had been successfully completed and she had been able to withdraw her winnings. Consequently, the complaint had been closed as 'resolved'.
Betmaster Casino MX - Player experiences delayed withdrawal due to extended verification process.
Amount: Mex$107,000
Betmaster Casino MX
Safety Index:HighSafety Index
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8.6
Betmaster Casino MX has a Safety Index of 8.6, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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7 months ago
Translation
The casino requested a series of documents for my account verification, which I sent a week ago. Despite persistently following up and writing to them about my case, they tell me that the verification process is still underway. However, after over 100 hours of waiting, they have asked for a pdf of my bank transactions for a specific day. I've already sent them pdfs of my bank movements to confirm my account status. I kindly ask for your support because I feel they do not want to pay my winnings.
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7 months ago
Dear Sarajaelto,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
- Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
- Have you provided all the other personal documents to verify your identity?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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7 months ago
Translation
I have already sent the pdf that the casino requested, I am still waiting for verification, I will follow up
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Sensitive attachment
Sensitive attachment
7 months ago
Translation
AND
Send the pdf they requested and me
They confirmed receipt, but I'm still waiting, how long can verification take? Your support please
Edited
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6 months ago
Translation
Good morning, the verification was successfully completed and I was able to withdraw, thank you
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6 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Sarajaelto, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
